Once your Retail POS and Shopify accounts are connected, Retail POS should be treated as the system of record for both platforms. Managing orders in both platforms can cause issues with the Shopify integration.

Troubleshooting order sync issues between Retail POS and Shopify

Your Shopify orders should sync over to your Retail POS sales history a few minutes after they're completed. If this doesn't happen, or only some orders sync over, the problem is typically one of a few issues.

System limitations that cause syncing issues

Due to system limitations, some Shopify orders can’t be imported into Retail POS:

• Orders older than 60 days
• Archived orders
• Orders including deleted products or custom products
• Draft orders

Orders placed on a 3rd party fulfillment app connected to Shopify can also fail.

If none of the above apply to your unsynced orders, continue troubleshooting.

Check Retail POS settings

Under your Shopify integration settings, make sure Retail POS is set to check for new Shopify orders.

1. Select Setup > Apps > Shopify.
2. Click on the pencil icon.

   

3. Scroll down to Automatic updates and make sure the box beside Update Lightspeed Retail is checked.

   

4. Go to Get Shopify orders > Get new Shopify orders to confirm that your orders are syncing.

If this box is checked and the orders haven't arrived in your sales history, your orders may be archived in Shopify.

Archived orders in Shopify

Archiving an order in Shopify can prevent Retail POS from finding the order. You’ll need to ensure all the orders you want to appear in Retail POS are unarchived on Shopify’s side.

1. From Shopify, unarchive the order.
2. Once you’ve unarchived the orders in Shopify, head back into Retail POS and go to Setup > Apps > Shopify.
3. From the Shopify portal, click Get Shopify orders > Get new Shopify orders. The missing orders should appear in your sales history.

   

If you’ve confirmed none of these are the cause of the sync issue, contact Retail Support for help.

What's next?