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This article helps diagnose why a Shopify order did not import into Cahoot. Use the quick checklist below to identify the most common cause, then jump to the matching section for resolution steps. If the issue is not on this list, contact support and we will investigate.

Note: Cahoot imports new Shopify orders every 15–30 minutes. If an order was just placed, allow up to 30 minutes before troubleshooting. See Connect a Shopify Store for how to get started with the integration.

Quick Checklist

Before opening a ticket, verify the following on the Shopify order. Each item links to the matching section below.

  • Does every line item on the order have a SKU value?
  • Is the matching SKU created in Cahoot?
  • Was the order placed after your Shopify integration was activated?
  • Is the order unfulfilled in Shopify (not already marked Fulfilled by another system)?
  • Are you using a Shopify Location setup that may be excluding the order?

Line Item Is Missing a SKU

This is the most common reason Shopify orders do not import. Cahoot requires every line item on a Shopify order to have a SKU value. If any line item on the order is missing a SKU, the entire order will be skipped during import.

Important: Adding a SKU to a Shopify product after an order has already been placed does not retroactively add the SKU to the existing order line item. Shopify captures the SKU value at the moment of checkout, so the original order will continue to show no SKU even after you fix the product.

How to check in Shopify

1Open the order in Shopify Admin and review each line item.

2For any line item without a SKU displayed, click into the product and confirm that the variant has a SKU value set under Inventory.

3If the SKU field is blank, add a unique SKU value and save the product. This prevents the same issue on future orders but does not fix the existing order.

How to resolve the affected order

Because Shopify will not backfill the SKU onto the original order line item, you have two options:

  • Option 1 — Place a new Shopify order: After adding the SKU to the product, place a new Shopify order with the same customer details. Cahoot will import the new order automatically. Cancel the original order in Shopify and notify the customer as needed.
     
  • Option 2 — Use Manual Order Import to bring the specific order into Cahoot.
Shopify Order page showing SKU Value
Click to expand image

Order Was Placed Before Integration Activation

Cahoot only imports Shopify orders placed on or after your integration activation date. If the missing order was placed before that date, it will not import automatically.

1Confirm the Shopify order date.

2If the order predates your activation date and you still need it fulfilled by Cahoot, you have two options:

Order Is Already Marked Fulfilled in Shopify

Cahoot only imports Shopify orders that are unfulfilled. If the order is already marked Fulfilled in Shopify — for example, by another fulfillment app or a manual fulfillment action — Cahoot will skip it.

1Open the order in Shopify Admin and check the fulfillment status.

2If the order should be fulfilled by Cahoot, you will need to either un-fulfill the line items in Shopify or use place a new order in Shopify to bring it into Cahoot directly.

Shopify Location Setup Is Excluding the Order

If your Shopify store uses a dedicated Cahoot Location setup, only orders assigned to that location are sent to Cahoot. Orders assigned to other locations — or orders that were not assigned to the Cahoot location at the time of import — will not import.

This setup is only used in specific cases and most merchants do not have it enabled. If you do, see Shopify Location Setup for Cahoot for details on how location routing works and how to confirm an order is assigned correctly.

Bundle SKUs and Post-Purchase Upsell Apps

Two Shopify configurations require special attention:

Bundle SKUs

If your Shopify store sells bundle products, the bundle SKU and its component SKUs must be configured correctly in both Shopify and Cahoot. If a bundle is set up incorrectly, the order may import with the wrong line items or fail to import entirely. See Bundle SKU Setup for Shopify Integration for setup steps.

Post-purchase upsell apps

Post-purchase upsell apps may add items to a Shopify order immediately after checkout, then remove them if payment fails. If Cahoot's import task runs during that window, the extra item may be included in the imported Cahoot order.

Important: Edits made in Shopify after an order has imported into Cahoot do not sync back to Cahoot. If a Shopify order needs to be corrected after import, you will need to manually update or exclude the order in Cahoot.

When to Contact Support

Some import failures are not caused by Shopify configuration and require Cahoot Support to investigate. Contact support if any of the following apply:

  • You have confirmed all items in the Quick Checklist above and the order still has not imported after 30 minutes.
  • You need your import orders date adjusted.
  • The order appears in Cahoot but with incorrect line items, quantities, or customer details.

Submit Ticket and include the Shopify Order ID (the long internal ID, not the short order number) so Support can locate the order quickly. See Finding Your Cahoot Order ID for guidance on which ID to provide.

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