This guide helps you resolve common problems with your Shopify integration in Mintsoft. It covers connection issues, permission errors, dispatch problems, product and stock synchronisation, and order imports.
Connection Issues
Connection not working or disconnecting
If your Shopify connection isn't working (for example, orders aren't importing or stock isn't syncing), follow these troubleshooting steps.
Reconnect the integration
If the connection is inactive, disconnects frequently, or orders aren't importing, reconnect Shopify:
Click Connect then Order Integrations.
Select Shopify.
Locate the connection and click Disconnect.
Log in to your Shopify store.
Go to the Shopify App Store and search for Mintsoft.
Click Uninstall App then Install App.
Accept the permissions.
Log in to Mintsoft with your Warehouse credentials when redirected.
Make the connection Active and click Update.
Check URL format
Ensure you're using the correct Shopify URL with a trailing slash, for example: https://mystore.myshopify.com/
Verify there are no leading or trailing spaces in the Shopify Connection settings within Mintsoft.
Confirm store is live
Ensure your Shopify store is active and not in Paused (On Holiday) mode. Mintsoft can only connect to live stores.
Permission Errors
Shopify Missing Permissions
If you receive errors about the app not having the necessary permissions, ensure you have integrated Shopify using the Mintsoft App method. Shopify integration no longer requires manual permission configuration.
Unauthorised
If you receive the error (Unauthorised: You do not have sufficient privileges for this operation, if you believe this to be incorrect please contact the Administrator) when trying to access your Shopify connection in Mintsoft, ensure the Warehouse User Account has the appropriate Connect role within the Group-Connect role group for the integration (for example, Connect-Shopify, Connect-Amazon). If you believe this is incorrect, contact your Administrator.
Dispatch Issues
To enable seamless functionality, Mintsoft is set up by default to send order dispatch statuses directly to Shopify. Once an order is marked "dispatched" in Mintsoft, this information is automatically communicated to Shopify and updated accordingly without requiring further actions.
Tracking Number Not Syncing to Shopify
If tracking numbers are not synchronising from Mintsoft to Shopify, follow these steps:
Click Shipping Management, then Couriers.
Locate the courier and click Manage Courier Services.
Click Edit for the affected service.
Enter the Tracking URL.
Click Update.
Fulfillment Status Not Updating to Shopify
A frequent issue arises when Shopify orders are not updated to "fulfilled" status after being dispatched in Mintsoft. This occurs when orders remain in the "Picked" status in Mintsoft, even after the shipping labels are printed, and items are shipped. Here's how to resolve this:
Log in to your Mintsoft account and navigate to the affected orders.
Orders then Overview.
Confirm that these orders are marked as Picked but not Dispatched.
Tick the orders then use the Bulk Actions functionality to mark the orders as Dispatched.
This action will trigger Mintsoft to send the fulfillment status and any associated tracking information back to Shopify, updating the order status in Shopify to fulfilled.
By following these steps, you can ensure that fulfillment updates are properly conveyed to Shopify, minimizing delays and errors in your order processing workflow.
Unable to dispatch orders
Check location ID
Ensure the location in Mintsoft matches the Shopify order location:
Click Connect then Order Integrations.
Select Shopify and click Get Locations.
Verify that the location name matches the one in Shopify.
Order changes post-import
If an order's item quantity was changed after being imported into Mintsoft, it must be manually dispatched in Shopify.
Shopify orders shipping with Global-E
Due to recent Shopify changes, Global-E shipments send dynamic values when importing orders to Mintsoft. Use Courier Service Selection to map orders to Global-E, more information can be found in our Courier Service Selection help guide.
External Courier Service Names - Shopify Specific
The external courier service name you configure in Mintsoft for Shopify will be displayed exactly as entered. This means the courier's name shown in the despatch email sent by Shopify to your customer will match what you've set in Mintsoft.
Shipping Method Name Display Issues
If the shipping method in your Shopify store still displays the name of an old fulfillment house after switching to Mintsoft, it is important to understand that this information is managed on the Shopify platform. Mintsoft does not have control over the display of shipping method names in Shopify. To update or modify this display name, you will need to make changes directly in your Shopify settings. For example, if the name "[Old Fulfillment House]" still appears next to your shipping method, though Mintsoft is now handling your fulfillment processes, you must edit the shipping method settings within Shopify to reflect the accurate details of your current fulfillment configuration.
Product/ Stock Sync Problems
Stock syncing problems often arise due to delays or slow updates, SKU mismatches, or configuration setup errors between Mintsoft and Shopify. To optimise initial setup between Mintsoft and Shopify, it's advised to temporarily disable stock sync to avoid disruptions, sync products accurately, and align stock levels before activating the integration.
Location ID verification
Ensure the correct Location ID is set in Mintsoft’s Shopify connection settings.
Trigger full stock sync
To manually realign stock figures:
Click Connect then Order Integrations.
Select Shopify.
Locate the connection and click Trigger Full Stock Sync.
Important: Once triggered, this can take up to 30 minutes to update on the Shopify store.
Meta fields limitation
Avoid using more than five meta fields for products in Shopify, as excessive meta fields can cause syncing issues.
Inventory tracking requirement
Ensure Inventory Tracking is enabled on Shopify. If not enabled when the product was first created, stock syncing may not work.
Live store requirement
Stock sync only works with active Shopify stores.
Active product requirement
Only active products will be synchronised when performing a stock sync. Please ensure any products you want to synchronise are set to active.
Sales channel settings
Ensure Online Store is selected as one of the Shopify Sales Channels.
Stock Changes Syncing from Mintsoft
Stock changes only synchronise from Mintsoft to Shopify, not the other way around:
If inventory levels change in Shopify manually, they may become uncoordinated.
If refunds or restocking are processed in Shopify without adjustments in Mintsoft, stock levels may be incorrect.
Why is Stock Being Added to Shopify?
This is caused by the stock sync delay for the channel being too quick for our standard stock sync to keep up. To resolve this, increase the delay or toggle on to use webhooks for orders.
Go to Connect then Order Integrations.
Click Shopify.
Edit the affected connection.
Change the Stock Sync Delay field from 15 to 30 or 60 minutes.
Additionally, lowering the product sync frequency to under 1 hour can help maintain more consistent stock updates.
Note: The delay is in minutes, set to 30 but it may need to change to 60 depending on the store.
Alternatively, you could set up the Shopify Integration to use webhooks.Webhooks enable real-time order updates, providing a faster and more reliable synchronization option than time-based syncing.
Re-stocking after refunds
Restocking items in Shopify after a refund may double add stock if a return was also processed in Mintsoft.
Linked warehouse
Ensure the warehouse selected in Mintsoft's connection settings contains the stock.
Tips to improve stock sync efficiency
Adjust product sync frequency to under 1 hour.
Use webhooks for real-time synchronisation.
Regularly verify SKU matching and inventory tracking settings.
Disable Cycle Stock Sync - Only use with Live Stock Sync Enabled: If you have lots of draft or unpublished products in Shopify, you can improve the performance further by turning on this toggle. This will only synchronise stock for live/ published products.
Alternative codes on products
If stock still not synchronising:
Go to the product in Mintsoft.
Click Actions then Edit.
Click Alternative Codes.
Delete any ALT Code with type Shopify-Unprocessable.
Stock should sync in the next cycle.
Products importing from different fulfilment location
Configure products from different fulfilment locations as DropShip Products in Mintsoft. This ensures Mintsoft ignores them during processing.
Order Import Issues
If Shopify orders are not importing into Mintsoft, check the following:
Order Tag limit
Mintsoft does not read more than twenty-three tags on a Shopify order, when it comes to the maximum number of tags we can import. An import error may show if more than twenty-three are attempting to import.
Error: An unknown error occurred when processing the order, please try again. If the problem continues please contact the Administrator.
Order payment status
By default, Mintsoft only imports orders with:
Paid status - imports normally.
Payment Pending - will not import unless configured otherwise.
Fulfilled in Shopify - will not import.
SKU matching
All SKUs in Shopify must match those in Mintsoft exactly (case-sensitive), or the order will not import. If products already exist in Mintsoft with matching SKUs, they will automatically sync without requiring manual deletion. Always ensure consistent SKU naming to avoid mismatched products. If discrepancies exist in SKUs, the error message "unable to find product" may appear. Double-check and correct the SKUs in Shopify or Mintsoft, ensuring exact matches in capitalization and spacing, then retry the import process.
API rate limit errors
If you receive 'Exceeded 2 calls per second for API client':
Standard limit: 40 requests per app per store per minute.
Maximum: 2 requests per second.
Shopify Plus stores have higher rate limits.
Country not found error
To resolve:
Verify the shipping address in Shopify is correct.
Check the country exists in Mintsoft's Country Mapping.
Resolve the import error and allow the order to import in the next sync cycle.
401 Unauthorized error
If you see '401 Unauthorized when attempting to get new orders', your Shopify account may be deactivated. Contact Shopify Support for assistance.
Orders importing from incorrect locations
To ensure orders import from the correct location:
Click Connect then Order Integrations.
Select Shopify.
Locate the account and click Edit.
Go to the Advanced tab.
Enable Only Import Orders Fulfilled from LocationId.
Fraud orders
If Shopify orders import as FRAUDRISK into Mintsoft:
Option 1: Accept the order to remove fraud risk and proceed with fulfilment.
Option 2: Cancel and delete the order from Mintsoft.
Note: Using webhooks will cause fraud-risk orders to be imported as NEW into Mintsoft before Shopify completes its fraud check.
To accept fraud risk:
Click Orders then Overview.
Search for the order.
Tick the order.
Select Mark Fraud Risk Accepted from the Bulk Actions dropdown.
Click Go.
Orders not importing to Mintsoft
If orders are missing:
In Shopify, go to Settings then Checkout Settings.
Select Do not automatically fulfill any of the order's line items.
Click Save.
Missing customer information
If imported orders have missing customer details (names/addresses replaced with periods):
Ensure the correct Mintsoft App version is installed.
Verify the Custom App method is no longer used.
Restricting Order Imports based on Shipping Zone
To import orders only from specific countries: For example, if orders from regions like Jersey or Guernsey are not importing, ensure these regions are included in your shipping zone setting. The "Rest of World + UK" zone may exclude them by default; adjust configurations to incorporate these regions and save changes.
Firstly, create a Shipping Zone including the countries you want to fulfil for.
Next, click Connect then Order Integrations.
Click Shopify.
Click Edit on the affected connection.
Scroll down to Only Import Countries in Selected Shipping Zone.
Select the Shipping Zone.
Click Update.