Frequently Asked Questions and Troubleshooting

Does the integration cost anything?
No, regardless of which integration you want to set up, we offer it free of charge.

Can I connect multiple stores or systems?
Yes, you can have multiple integrations active at the same time.

What happens if an order is updated in my system?
This depends on the integration settings. Make sure the correct order status is used to avoid orders being imported too early or multiple times.

How often are orders retrieved from my system?
This depends on the type of integration. Most integrations retrieve orders automatically every five minutes.

Can I choose which orders should be imported?
Yes. You decide which order status should trigger the import, for example “Paid” or “Ready for delivery.” Would you like to add additional filters for which orders are imported? Feel free to contact us and we’ll assist you further.

Are old orders automatically imported when I activate the integration?
This depends on the start date you choose during activation. Orders placed before the selected start date will not be imported.

What happens if an order is changed after it has been imported?
In most cases, already imported orders are not updated automatically. Therefore, make sure the order is correct before it reaches the selected import status.

Can I delete an imported order in Sendify?
Yes, as long as no shipment has been booked for the order, it can be removed from the order list.
Note! A deleted order cannot be recreated.

Will tracking numbers be sent back to my business system?
This depends on the integration. Many integrations support returning tracking numbers, but the functionality may vary between different systems. One example of an integration where tracking numbers are sent back is Shopify.

Can I pause an integration?
Yes, you can deactivate an integration if you want to temporarily stop order imports.

Troubleshooting

Orders are not being imported
Check the following:

• That the integration is active in Sendify

• That the correct order status is selected

• That the orders in your system have the correct status

• That the API key has the correct permissions

A specific order is not being imported

• Check that the order has the correct status

• Ensure that the order was created after the selected start date

• Verify that mandatory fields (name, address, postal code, country) are correctly filled in

• Check whether the order has already been imported

Duplicate orders are being created

• Ensure that the same integration is not active multiple times

• Check that multiple integrations are not retrieving orders from the same store

Error message when connecting

• Make sure that all details from your system are correctly entered. If you are unsure which details are required for each system and where to find them, you can read more about it HERE.

Tracking numbers are not being sent back

• Check that the integration supports tracking feedback

• Ensure that the shipment has been booked

• Verify the settings in your business system
  
  

Need more help?

If it’s still not working, you are very welcome to contact us at api@sendify.com and we will be happy to assist you further.