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Order Not Showing

Why an order placed in your store may not appear in Velocity, and how to resolve it

Table of Contents​

  1. Order placed in store but not in Velocity
  2. Checking bulk historic order fetch
  3. Orders we don't sync
  4. Configuring which orders to pull
  5. Shopify-specific issues
  6. WooCommerce-specific issues
  7. Manually importing orders

1. Order Placed in Store But Not in Velocity​

Q: I received an order in Shopify / WooCommerce but it's not appearing in Velocity. Why?​

A: Orders from Shopify and WooCommerce should appear in Velocity within a minute of being placed. If an order isn't showing up, the most common reasons are:

ReasonWhat to Do
Integration is inactive or disconnectedGo to Settings → Integrations and check the connection status
Order was placed before the integration was connectedGo to the integration page and use Bulk Operations to fetch historic orders — see Section 2
Order status doesn't match your sync configurationYou can configure which statuses to pull — check your settings (see Section 4)
Integration credentials have expired or been regeneratedRe-authenticate the integration

Q: The integration shows as active but the order still hasn't appeared after a minute. What else should I check?​

A:

  1. Check your sync configuration — Go to Settings → Integrations → [Your Store] and verify which order statuses trigger a sync
  2. Re-authenticate the integration if it was recently disrupted
  3. Contact support with the store Order ID if the order still doesn't appear — our team can trace what happened

2. Checking Bulk Historic Order Fetch​

Q: I recently connected Shopify / WooCommerce and my existing orders aren't in Velocity. How do I get them?​

A: When you connect a new store, Velocity runs a bulk historic order fetch to import past orders. To check its status:

  1. Go to Settings → Integrations
  2. Find your store and click on it
  3. Click Bulk Operations
  4. You'll see the status of the historic order fetch — whether it's in progress, completed, or failed
  5. If it failed, the reason will be shown — use that to diagnose the issue

3. Orders We Don't Sync​

Q: Are there any types of orders that Velocity won't pull from Shopify or WooCommerce?​

A: Yes. Velocity does not fetch orders that are already fulfilled at the time of sync. If an order was marked as fulfilled in your store before the integration was connected (or before the bulk fetch ran), it will not be imported into Velocity.

4. Configuring Which Orders to Pull​

Q: Can I control which orders get pulled from my store?​

A: Yes. For both Shopify and WooCommerce, you can configure which order statuses Velocity syncs. For example, you can choose to skip cancelled orders.

To check or update this:

  1. Go to Settings → Integrations
  2. Click on your store
  3. Review the order status sync configuration
note

Changes to your sync configuration apply only to new orders from that point forward. Orders that were already skipped due to the previous configuration will not be retroactively imported.

5. Shopify-Specific Issues​

Q: My Shopify integration was working, then suddenly stopped syncing new orders.​

A: Common causes:

CauseFix
Shopify API credentials expired or changedGo to Settings → Integrations → Shopify and reconnect
Integration was recently disruptedRe-authenticate from the integration settings page

Q: I manifested an order in Velocity but Shopify still shows it as "Unfulfilled".​

A:

  1. Go to Settings → Integrations → Shopify
  2. Verify that "Push fulfillment status to Shopify" is enabled
  3. Fulfillment updates are pushed when a shipment is manifested — check Shopify for the order
  4. If the update isn't reflecting after 30 minutes, contact support with the Order ID

6. WooCommerce-Specific Issues​

Q: My WooCommerce integration stopped syncing orders after working fine initially.​

A: Common causes:

CauseFix
WooCommerce API credentials were regeneratedGo to Settings → Integrations → WooCommerce and re-authenticate with the new credentials
Hosting provider updated security settingsRe-authenticate; contact your hosting provider if issues persist
WooCommerce plugin was updated and requires reconfigurationReconnect the integration from Settings

Q: Orders are syncing but with wrong details (address, amount, etc.).​

A: Velocity syncs exactly what the store sends. First check the order in your WooCommerce admin. If the store data is correct but Velocity shows wrong data, contact support with the Order ID.

7. Manually Importing Orders​

Q: Can I add orders into Velocity without waiting for an automatic sync?​

A: Yes, there are three ways:

MethodHow
Manual entryGo to Orders → Create Order and fill in the details
CSV bulk uploadGo to Orders → Bulk Upload and upload a filled template
APIUse the Velocity API to push orders programmatically — see the API docs

Need Help?​

  • Email: support@velocity.in
  • Live Chat: Click the chat icon in your Velocity Shipping dashboard

Always include your store Order ID and the store name for faster resolution.