How Shopify orders sync
What comes in from Shopify, how COD and prepaid orders are handled, and how tracking goes back to your store.
Once your store is connected, RouteOne brings in your Shopify orders and sends tracking back. You ship from RouteOne, and your customer gets updates in Shopify as usual.
How orders come in
- New orders arrive by themselves, usually within a minute. This is the Auto-import new orders switch in your store's settings.
- Use Sync now on the store page to pull in anything new right away.
- Use Import past orders to bring in older orders.
- Changes you make to an order in Shopify, like a cancellation, an edit or a refund, update the order in RouteOne. Items removed or fully refunded are dropped from the list.
Prepaid and COD
RouteOne reads the payment method on the Shopify order. If it is cash on delivery (the payment gateway name says COD or Cash on Delivery), the order is treated as COD. Anything else is prepaid.
| Order type | What happens |
|---|---|
| Prepaid | Ready to ship. A shipment is created and appears under B2C › Shipments, ready for Ship Now. |
| COD | Waits under B2C › Orders in the Pending Approval state until you approve it. After approval, it gets its shipment. |
| Already fulfilled in Shopify | Not shipped through RouteOne. Appears under Shipped via Third Party. |
| Cancelled or refunded in Shopify | Cancelled or closed in RouteOne. Shipments not yet booked are cancelled too. |
For COD, the amount to collect is the current order total, after any edits or refunds. To approve COD orders, see Approve COD orders.
Pickup location
In the store's settings, Default pickup location sets where parcels from that store are collected. If you leave it on Use company primary, your primary pickup address is used. See Add a pickup address.
Tracking goes back to Shopify
When you ship an order in RouteOne, we create a Shopify fulfillment with the AWB, the courier name and the tracking link. Shopify then sends its usual shipping-confirmation email to your customer.
As the parcel moves, we also add updates to the Shopify fulfillment:
- In transit
- Out for delivery
- Delivered
- A failed delivery attempt (NDR)
- A failed delivery that goes back to you (RTO)
Two switches control customer emails: Email customer from RouteOne sends RouteOne's own branded emails, and Also email via Shopify lets Shopify send its own shipping email when the fulfillment is created.
Orders with more than one location
If an order is split across several Shopify stock locations, RouteOne creates one fulfillment for each open location. Your customer is notified only once, on the first, so they are not flooded with emails.
- If an order is already fulfilled, there is nothing more to send.
- If a location's part is on hold or scheduled in Shopify, we try again later once it is released.
- Items handled by a third-party fulfilment service in Shopify cannot be fulfilled by RouteOne.
Good to know
- If you edit the customer details or payment on an order in RouteOne, a later Shopify update does not overwrite your edits unless the change in Shopify is newer.
- If a store shows an error, open its page: it displays the last error and lets you sync again.
Related: Ship Now and choose a courier and Track shipments.
Related guides
Common questions
Still need help? Email support@routeone.app with your order ID or AWB, or raise a ticket from Help Center › Ticket in the app.