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Why aren't my Shopify sales appearing in my sales history?

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Common reasons why Shopify sales may not sync to Retail POS:

  • Archived orders will not import into Retail POS.
  • Orders will not import if they include deleted products or custom products. Both are non-clickable products that are part of the order.
  • Draft orders will not sync to Retail POS.
  • Shopify orders that are older than 60 days are unable to be imported into Retail POS.
  • Orders can fail to import if they were placed on a 3rd party fulfillment app connected to Shopify.

Your Shopify orders should sync over to your Retail POS sales history a few minutes after they are completed. If this doesn't happen, or only some of your orders sync over, there a few things you will want to check to ensure your orders will sync over from Shopify into your Retail POS sales history.

  Important

  • Once your Retail POS and Shopify accounts are connected, Retail POS becomes the system of record.
  • You should manage your product catalogue, pricing, and inventory information in Retail POS to ensure everything stays accurate and up-to-date.
  • Shopify feeds important information back to Retail POS such as online sales, new customer or existing customer information associated with a sale, and inventory from a sale to keep stock levels in sync.
  • Please click the following link for more on how to use the Shopify integration!

Check Retail POS settings

In Retail POS, you will need to make sure your Shopify integration is set up correctly so that Retail POS will look to Shopify for new orders.

To check this, follow the steps below:

1. Head to Setup > Apps > Shopify. Click on the pencil icon.

2. Scroll down to Automatic updates and make sure that the box next to Update Lightspeed Retail is checked blue.

Update-Shopify-Lightspeed.png

3. Go to Get Shopify orders > Get new Shopify orders to check if your orders will sync through now.

4. If this box is checked and you still do not see orders in your sales history, it may be that your orders are archived in Shopify.

Archived orders in Shopify

Archiving is a setting in Shopify that can prevent Retail POS from finding your Shopify orders. To check whether your orders are archived in Shopify, follow the steps below:

1. Head into Shopify and click Orders. Select one of the orders that are not appearing in your sales history. Across the top of the order, you'll be able to see if it's archived, like this one below.

Screen_Shot_2020-11-04_at_10.07.15_AM_2.png

2. To unarchive the order, click More actions and select Unarchive.

Screen_Shot_2020-11-04_at_10.09.48_AM.png

3. Now, head back into Retail POS and go to Setup > Apps > Shopify > Get Shopify orders > Get new Shopify orders. You should notice that your orders should appear in your sales history.

Additional information

When a Shopify sale syncs to Retail POS, if it has a shipping method linked to it, this will be created in Retail POS along with the sale. This shipping product should not be deleted in Retail POS.

How to manually import Shopify orders that have not synced to Retail POS

Which product information syncs to and from Shopify?

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