Why aren't my orders being received from Shopify?

Below are some common reasons why your Shopify orders may not be coming into FetchApp:

Reason: The SKUs don't match between Shopify and FetchApp

Solution: Check the SKU in FetchApp and Shopify and make sure they match.

Reason: You're using PayPal Express.

Solution: When using PayPal Express with Shopify, orders are generated with a "paid" status upon creation. This means that the paid webhook never fires, which is what we typically look for. In this case, we recommend setting your order authorization settings to "Delivery orders regardless of payment status". This change can be made under your "General Settings" page in FetchApp. This will ensure that your PayPal Express orders make it over.

Reason: You're using another app that generates the order for you.

Solution: Similar to PayPal Express, this typically means that orders are coming in without the "paid" webhook firing in Shopify (this is what we look for by default). We recommend setting your order authorization settings to "Delivery orders regardless of payment status". This change can be made under your "General Settings" page in FetchApp.

Reason: The FetchApp products in the order do not have files attached to them.

Solution: Add at least one file to every product you intend to sell with FetchApp (if you're using license keys, you can add a logo or a simple text file containing instructions).

Reason: You're using a bundler app.

Solution: Many bundler apps do not pass individual line items to the order. Instead, they pass a single bundle line item, with line item properties to signify the products that constitute the bundle. In this case, you will need to contact us to make a customization to your account to detect the line item properties (we will provide pricing for approval for this customization before we apply any changes to your account).

If you've checked these possible contributing factors and are still experiencing issues, please feel free to reach out at support@fetchapp.com for further assistance! We're here to help.