Use this guide to find out why WooCommerce orders, products, inventory, or tracking details are not syncing with ShipHero. Find the problem you see in the table under the matching section, then follow the fix.
Before You Begin
- ShipHero access: You need access to the Stores page in ShipHero to open store settings, map statuses, and download orders.
- WooCommerce access: You need to log in to your WooCommerce store to check orders, products, and SKUs.
Seeing a connection or disconnect error? See Troubleshooting Guide: WooCommerce and ShipHero. For how orders, products, inventory, and tracking move between WooCommerce and ShipHero, see Overview: How the WooCommerce Store Integration Works in ShipHero.
Table of Contents
- WooCommerce Orders Are Missing from ShipHero
- WooCommerce Products Are Missing from ShipHero
- WooCommerce Inventory Is Not Updating
- WooCommerce Tracking Is Not Showing in the Store
- Still Need Help With the WooCommerce Integration?
WooCommerce Orders Are Missing from ShipHero
When WooCommerce orders do not appear in ShipHero, the cause is usually the order status mapping, the import settings, or the store status. Find what you see in the table below.
| What you see | How to check | How to fix |
|---|---|---|
| A WooCommerce order is missing from ShipHero and its WooCommerce status is mapped to Do Not Import. | Select Map Statuses for your WooCommerce store on the Stores page. By default, Pending, Auto-draft, Checkout-draft, and Trash orders are mapped to Do Not Import. | Map the WooCommerce status to a ShipHero order status, then select Save. Select Download Orders for your store to retrieve the order. |
| A WooCommerce order is missing from ShipHero and its status is not Processing or On hold. | Check the order status in WooCommerce. By default, the scheduled WooCommerce order pull only retrieves orders in the Processing and On hold statuses. | Select Download Orders for your store on the Stores page to retrieve recent orders from WooCommerce. |
| A WooCommerce order placed before you connected the store is missing from ShipHero. | The first import after you connect covers WooCommerce orders from the last 7 days. | To bring in a single older order, see How to Import Orders and Products into ShipHero. |
| A WooCommerce order has a lower order ID than recent orders and never appears in ShipHero. | Select Settings for your store on the Stores page and check Do not import orders before this order id. | ShipHero does not import WooCommerce orders with an ID lower than that number. Lower the number or enter 0. |
| No WooCommerce orders or products are syncing to ShipHero. | In the store Settings window, check that Active is selected. | Select Active, then select Save. When Active is cleared, ShipHero does not sync with the store. |
| A change made to an existing WooCommerce order does not appear on the ShipHero order. | When an existing order updates in WooCommerce, ShipHero does not overwrite its fulfillment status, shipping method, operator hold, or packing notes. | Make those changes on the order in ShipHero. |
WooCommerce Products Are Missing from ShipHero
When WooCommerce products do not appear in ShipHero, the cause is usually the SKU, the product type, or the import window. Find what you see in the table below.
| What you see | How to check | How to fix |
|---|---|---|
| A WooCommerce product is missing from ShipHero. | Open the product in WooCommerce and check the SKU field. ShipHero skips WooCommerce products that do not have a SKU. | Add a SKU to the product in WooCommerce. |
| A WooCommerce variable product is missing some variations in ShipHero. | ShipHero imports each WooCommerce variation as its own product. Check that each variation has a SKU. | Add a SKU to each variation in WooCommerce. |
| An older WooCommerce product is missing from ShipHero after you first connect the store. | The first import after you connect covers WooCommerce products from the last 600 days. | Save an update to the product in WooCommerce. ShipHero imports new and updated products when WooCommerce sends a webhook. |
| No WooCommerce products are syncing to ShipHero. | In the store Settings window, check that Active is selected. | Select Active, then select Save. When Active is cleared, ShipHero does not sync with the store. |
| A WooCommerce product appears in only some of your ShipHero warehouses. | Select Settings for your store on the Stores page and check Create Products Only In This Warehouse. | Select All Warehouses to copy new WooCommerce products to all your warehouses, then select Save. |
WooCommerce Inventory Is Not Updating
When inventory in your WooCommerce store does not match ShipHero, the cause is usually a store setting, a product setting, or the quantity ShipHero sends. Find what you see in the table below.
| What you see | How to check | How to fix |
|---|---|---|
| WooCommerce inventory does not change when inventory changes in ShipHero. | Select Settings for your store on the Stores page and check Push inventory numbers from ShipHero to WooCommerce. | Select the setting, then select Save. When it is cleared, ShipHero does not send inventory to WooCommerce. |
| One WooCommerce product does not update while other products do. | ShipHero skips products that have inventory updates turned off. | Contact ShipHero Support to turn inventory updates back on for the product. |
| The WooCommerce quantity is lower than the on-hand quantity in ShipHero. | ShipHero sends available inventory to WooCommerce. Available inventory is on-hand inventory minus reserved inventory and backorders, with a minimum of 0. | Check reserved inventory and backorders for the product in ShipHero. |
| WooCommerce inventory updates do not arrive, and your site uses a firewall. | A firewall on your WooCommerce site can block inventory updates from ShipHero. When a firewall blocks an update, ShipHero tries the update again later. | See WooCommerce Firewall Blocks ShipHero Requests in Troubleshooting Guide: WooCommerce and ShipHero. |
WooCommerce Tracking Is Not Showing in the Store
When an order ships, ShipHero sends tracking details to WooCommerce, updates the order status, and adds an order note. Find what you see in the table below.
| What you see | How to check | How to fix |
|---|---|---|
| WooCommerce tracking details are missing on a shipped order. | ShipHero sends tracking details to the WooCommerce Shipment Tracking plugin. Without the plugin, ShipHero skips this step. | Install the Shipment Tracking plugin on your WooCommerce store. |
| Customers do not receive the WooCommerce order note email with tracking. | Select Settings for your store on the Stores page and check Add Tracking Number to Customer Notes. | Select the setting, then select Save. When it is cleared, ShipHero saves the note as an internal admin note and WooCommerce does not email it. |
| A shipped WooCommerce order is not in the Completed status. | By default, ShipHero changes the WooCommerce order status to Completed when an order is fully fulfilled. Check After Fulfilled Set Status in the store Settings window. | Set After Fulfilled Set Status to the status you want, then select Save. |
| A WooCommerce order has more than one ShipHero order note. | ShipHero adds a note to the WooCommerce order with the carrier, a tracking link, and the shipped items and quantities. It adds the note once for each unique set of shipped items. | No fix is needed. Orders that ship in more than one shipment get one note for each set of items. |
Still Need Help With the WooCommerce Integration?
If these steps do not fix your issue, contact ShipHero Support with your store name, your store URL, and the exact error message you see.