Syncing Magento Orders | Troubleshoot

If your orders are syncing incorrectly -

Consider these common reasons:

Are your orders pulling through as duplicates?

Magento merchants can manage multiple stores out of 1 admin login. When they integrate both stores into ShippingEasy there is a quirk where both stores duplicate the order numbers, as though they are reading off the admin page twice. Our developers are aware of this issue and have plans to look into the cause further.

Are your orders downloaded into Shipping as split orders?

There is no concept of partial shipments with Magento. As such, Magento does not provide an option to purchase multiple items and send them to multiple recipients - if you send to multiple recipients, Magento automatically separates these into separate orders. Each overall order has a single recipient.

Are your order weights incorrect?

Magento automatically stores weights as lbs. For example, if you list the weight as 3, it comes in as 3 lbs. However, if you listed the weight as 0.1875, this would come in as 3 oz.

For reference, these should return you 1-16 ounces:

Ounces (oz) Pounds (lb)
1 0.0625
2 0.125
3 0.1875
4 0.25
5 0.3125
6 0.375
7 0.4375
8 0.5
9 0.5625
10 0.625
11 0.6875
12 0.75
13 0.8125
14 0.875
15 0.9375

If your orders are not syncing at all -

There are a few reasons that your Magento orders may not sync into your ShippingEasy account:

Is your Magento store connected to ShippingEasy?

ShippingEasy requires a connection to your store to download orders. Go to SETTINGS >> STORES & ORDERS to see if your store is connected. You'll see a green "Connected" icon. If you see a red "Disconnected" icon instead, learn how to reconnect your store.

Are you running your site on Magento v 1.x?

To see which version you are running your Magento site on, type /downloader after your store URL. For example

If you are running Magento v 1.x, consider these questions:

Have you loaded SOAP correctly?

SOAP stands for "simple object access protocol". ShippingEasy's software integration with Magento (v1.x) is designed to work with encoded SOAP messages. Learn more about troubleshooting common SOAP errors.

Have you configured your Magento store to be WS-I Compliant?

You may encounter the error "credentials could not be validated" if you have configured your Magento store to be WS-I Compliant. Turning off WS-I Compliance usually corrects this error. Learn more.

Are your orders in a status that will sync with ShippingEasy?

Double-check the order status. You can choose which order statuses will sync with ShippingEasy. If the order is not in a status that you have approved to sync, ShippingEasy will not see the order and it will not sync.

The following statuses are available to sync:

  • New
  • Pending Payment
  • Processing
  • On Hold
  • Payment Review

Are your orders downloading slowly?

Since Magento stores are self-hosted, it's important to check that your server speed is fast enough. Slow sites may cause connections to time out or orders may download slowly. Learn more

Check the site speed at

ShippingEasy may not be able to download orders if the speed is slower than 200 ms.

Did you just connect your store to ShippingEasy and have orders older than 14 days old?

Orders present when first integrating that are older than 14 days will not sync. These will need to be processed manually. Learn more.

Basic and higher accounts may want to reach out to ShippingEasy support, via the email, call or chat links in the top left corner of the app, for guidance if there are too many orders to practically enter manually.

Has your account been inactive?

If your account has been idle for 21 days on our Starter plan or 14 days on one of our paid plans (Basic and above), we will turn off the automatic order download option on your store. Learn more about changes made to an inactive account.

Have you disabled automatic order downloads?

You may have chosen to turn off your automatic order downloads. Doing so gives you maximum control over when ShippingEasy syncs your orders. Learn more about disabling automatic order downloads.

If your automatic order downloads have been turned off, you can manually sync your orders that were placed since ShippingEasy last downloaded your orders. From the ORDERS page, just click the Sync with Store button. Within 20 minutes, your missing orders will sync. 


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