Hi Mark,

Thank you for posting to our forums!

I'm sorry to hear you have orders that have not been syncing.

Have those orders recently changed in status in your WooCommerce store?

By default, only the following three WooCommerce order statuses sync with ShippingEasy:

• pending
• processing
• on-hold

Currently, we can only download orders based on "created at" time due to a Woocommerce Rest API limitation, which means that orders that have status changes are considered updated/modified which were are unable to query for during our normal hourly syncs.  To help with this issue, we are automatically running 2 manual call backs each day to sync those orders.

If you have orders that still have not synced, we can initiate another manual call back on your behalf.  Please provide the date to go back to so we can start the manual call back to that date for you.

We are hopeful that WooCommerce will address the timestamp issue in the future and we will continue to do the call backs until then.

1) No, this was a brand new order that was set to "processing," that didn't come in for several hours, even after trying to re-sync the orders.

2) What is the point of having the re-sync button if orders will only sync when your internal hourly or 2 manual call backs run? In either case, this was a normal, new order that was set to "processing", and was not changed again since.

The order is finally showing up this morning, but did not show up for at least 10 hours after placed, when I went to bed. This is obviously a bug in your system because the orders normally show up right away. This one slipped by, and it has happened before, and it's disrupting the flow of my business. Please look into and fix it for future orders.

Thanks.

Hi Mark,

Thank you for your follow-up message.

The Sync button on the Orders page will bring through new orders that *have not* changed in status.  The scheduled manual call back is only for orders that *have* changed in status.

I'm glad to hear that the order you were looking for did end up syncing, albeit later than expected.  If you run into another order that does not come through as expected, please reach out to us with the example order number so we can troubleshoot further.  If you can provide a screenshot of the order from the backend of your store, that would be helpful  as well.

Thanks, but this is me posting if I have repeated problems with sync. I already mentioned that this has happened before, but you seem to want to kick the can and pin a solution on future incidents. How about using this one to diagnose why this happened, yet again? It was on my very last order, so shouldn't be hard to find. For the record, EVERY order that has been paid for has technically had its status change, right? So, what's the point of the sync button? I rarely have an order that comes in unpaid.

Hello Mark, and thanks for the reply.

Unfortunately our product team requires live unsynced orders to troubleshoot these types of issues. This is why we would need another order number that hasn't synced yet. 

Because your previous order did end up syncing it sounds like one of our daily look backs was able to pick that up.

You can confirm if there has been a status change on your orders by checking the Order Notes column on the right hand side of each order. If a status change is notated there, our normal hourly syncs will not be able to sync that order, and instead one of our 3 daily look backs will pick it up instead.

Unfortunately this is due to a Woocommerce Rest API limitation, but we have a ticket in with them to let us query by updated at/modified at times. Until they allow that, we are unable to sync updated/modified orders during our normal hourly syncs or with the manual sync button on the Orders page.

If you can provide us with another Order number that hasn't synced yet, along with a screenshot of the Order Notes, we would be happy to investigate your sync issues further.

Thank you.

You explanation doesn't make any sense. Why is it that most often, new orders, which are set to "Processing," sync just fine, if you're saying that your system can't sync these orders that have a changed status? 95% of the time, the orders show up fine. It's the mystery orders that don't show up that are presenting a problem, but there's nothing different about those orders than the ones that are syncing fine. As I stated above, it's VERY rare that I have a new order that isn't already set to "Processing" right after it has been placed, since most customer pay for their order right when they place it. It sounds like you're trying to pass the buck to WC and not taking responsibility for your service periodically not working.

Hi Mark, 

I'm sorry our explanation is not making sense.

When ShippingEasy queries your WooCommerce store, it looks for orders created during the time from the last sync (normally an hour) and if those orders are in a syncable status.

If you have a new order (within the last hour) that is in a non-syncable status, it will not be synced.

If you have a new order (within the last hour) that changes from a non-syncable status to a syncable status within the time from the last sync, it will also sync in. 

However, for any orders that are not in a syncable status, and are then changed to a syncable status later, outside of the time from the last sync (normally an hour), we will sync those during one of our 3 daily look backs.

I see in your WooCommerce stores settings in ShippingEasy, you have listed Pending, Processing and On Hold as syncable statuses. This means that when orders arrive in your store, if they are in any of those statuses, they will be synced with our normal hourly sync.

Any orders not in one of those statuses during the time we are syncing for (normally the last hour), will be picked up during one of our daily look backs.

It is important to note that, while we normally look for orders created within the last hour, if you perform a manual sync from ShippingEasy, that sync will only look for orders since the last sync. So if the last hourly sync was 20 minutes ago, the manual sync will only check within the last 20 minutes.

I hope that helps to clarify, thanks.

You're still not apparently reading my original problem or subsequent explanations. Your system is not syncing orders that should be syncing. For example, an order that is placed and paid for immediately, that sits in my cart as "Processing," but takes over 10 hours to show up.

You're providing answers for questions I'm not asking. Your system is obviously malfunctioning because it's missing some orders that should be getting synced hourly, and your sync button is useless, as it doesn't capture those missing orders.

Might I recommend a new company slogan: ShippingEasy, we may or may not sync your orders so that you can ship them.

Why don't you have your team look into why orders that do have a sinkable status and should be syncing, are sometimes not, instead of just telling me that they should.

Also, might I suggest that until you fix your system, you increase the 2 pick-up sync sessions to say every 4 hours, because waiting 10+ hours for it to find missing orders that should have showed up within an hour, is not making my shipping "easy." Thanks.

Hi Mark,  I'm Taylor, a manager at ShippingEasy. I wanted to reach out to you regarding this post so we can help understand why your orders may not be pulling through. 

Our team looks into every example of unsynced orders. Though not ideal, the behavior you are describing matches very closely with what we expect with the current version of our WooCommerce integration. This is a limitation with this type of API and the data made accessible by WooCommerce. 

These types of issues can be difficult to troubleshoot due to changing order data and limited information available in the UI, however we are happy to help. 

To look into this further we will need to look at a specific live example from your store to see why these may not be pulling in immediately. We are opening an email ticket so you can send screenshots of the next WooCommerce order that does not appear in ShippingEasy. In your email to our team the next time this occurs, please specify if you have or have not clicked the 'manual sync' button at any point since the order was placed.

We are also logging your feature request to change our lookback times so we can attempt to sync order changes more frequently. 

We look forward to your email.