If your store is properly connected to Printful and the products are synced, your orders should import automatically. However, there are times when issues can prevent an order from appearing in your Printful Dashboard. Follow these troubleshooting steps to resolve the issue.
In this article:
- Check if the expected timeframe has passed for order import
- Check the order status on your store platform
- Check if the products in the order are synced on Printful
- Refresh your store data
- Follow integration-specific troubleshooting steps or place the order manually
Step 1: Check if the expected timeframe has passed for order import
Each integration has its own order import timeframe. Orders may not show up immediately after they are placed. Please verify that enough time has passed based on your store platform’s expected sync time.
Orders sync almost instantly (usually under 1 minute) with the following integrations:
- Shopify
- Squarespace
- Wix
- WooCommerce
- Big Cartel
- BigCommerce
- Weebly
- Nuvemshop / Tiendanube
- Storenvy
These platforms may take up to 24 hours to sync orders (refreshing store data can speed this up):
- Etsy*
- Amazon
- Square
- eBay
- TikTok
- Ecwid
- Shipstation
- PrestaShop
- Magento
- BASE
The sync time for these platforms depends on the third-party integration developer:
- Shift4Shop
- LaunchCart
Step 2: Check the order status on your store platform
For an order to import, it must have:
- Unique order number (if an order with the same number exists on Printful it won’t be imported)
- Successful payment
- Shipping address (orders with local pickup selected won’t be imported)
Printful only imports orders with specific statuses. Check your order's status in your store to ensure it meets the required conditions. If your store platform allows it, you can try manually changing the order status to import it.
Order statuses that will import to Printful:
- Shopify: Unfulfilled
- WooCommerce: Processing
- Wix: Unfulfilled
- Storenvy: Open
- Bigcommerce: Awaiting Fulfillment
- Bigcartel: Unshipped
- Ecwid: Awaiting Processing
- Amazon: Unshipped
- Shipstation: Awaiting Shipment
- Weebly: Paid, Pending, Canceled
- Etsy: Paid
- Squarespace: Pending
- eBay: Paid, PARTIALLY_REFUNDED and FULLY_REFUNDED
- PrestaShop: Paid, not Shipped
- Magento: Processing
- Square: Pending
- TikTok: AWAITING_COLLECTION and AWAITING_SHIPMENT
Step 3: Check if the products in the order are synced on Printful
For an order to import, the products included must be synced with Printful. You can review this in your Printful Dashboard → Stores → View store (or My products → Published).
If a product has the “fulfillment disabled” or “ignored” status, orders containing it won’t be imported to Printful. You can change these statuses by clicking the three-dot menu next to the product to update the status for the entire product, or by clicking Edit to adjust the status for individual variants.
If the products have a “not synced” status, you have two options:
- Manually sync the product first, and import the order by refreshing data afterwards.
- Go to your Printful Dashboard → Settings → Store settings and enable Import unsynced orders, then refresh data.
When you confirm the imported unsynced order by choosing a product and adding a design, the product will then be synced and future orders with it will be processed automatically.
Step 4: Refresh your store data
In your Printful Dashboard, navigate to Stores → View store (or Stores → Three-dot menu) and click Refresh data. Refreshing store data this way should import any pending orders most of the time.
Step 5 (optional): Follow integration-specific troubleshooting steps or place the order manually
Some integrations have additional configurations that can affect order import. If your order still hasn’t appeared after completing the steps above, follow the troubleshooting steps for your specific store platform below.
If the issue remains unresolved, you can either:
- Contact our Support team through our contact form or start a chat with us. Make sure to include the order number from your store platform so our team can attempt to manually import it.
- Place the order manually in your Printful Dashboard. If you use the same order number and select the correct store during manual order placement, the order won’t be imported again later, preventing duplicate orders.
Shopify
Check if the product variant in the order is managed by Printful. To be fulfilled by Printful, the product must have Printful selected as the inventory manager in Shopify.
- Go to Shopify admin → Products and select the product, then select the variant.
- Under the Inventory section, ensure Printful is listed as a location. (If you see an Inventory will be stocked at option, make sure to select Multiple locations.).
Verify if automatic fulfillment is enabled in Shopify settings. This ensures orders are automatically imported and fulfilled by Printful.
- Go to Shopify admin → Settings → General → Order processing → After an order has been paid and select Automatically fulfill the order’s line items.
- You can also go to your Printful Dashboard → Settings → Store settings → Orders and enable the Automatically import orders with synced products setting. This will override the Shopify processing settings, but may cause issues with other fulfillment or post-purchase apps.
Learn more about automatic order fulfillment with Printful on Shopify
If you prefer not to enable automatic fulfillment, you can manually request fulfillment by viewing the order in Shopify and clicking Request fulfillment. This also has to be done if the order was placed before the processing settings were updated.
Etsy
Printful identifies Etsy products using internal (hidden) product IDs (not SKUs). In rare cases, Etsy may change these IDs for a listing. When that happens, Etsy can still send an order using the old product ID, while your Printful store is already synced with the new one. Because of this mismatch, the order can’t be recognized or imported automatically into Printful.
Unfortunately, orders affected by this issue can’t be imported manually by our support team. The only available solution is to recreate and place the order manually in Printful.
Square
It’s expected that the order number in Printful won’t match the order number in Square. Printful uses the “reference_id” field from Square as the order number. However, if the “reference_id” is missing from the order in Square, the order can’t be imported. In this case, you’ll need to add the “reference_id” to the order in Square or contact Square Support to find out why it’s missing.
Wix
If your order status is "Fulfilled", "Unpaid", or "Partially fulfilled/paid" before the order was imported to Printful, use More Actions to manually change the status of your order to "Paid" and "Unfulfilled". This is a requirement for Printful to be able to import the order.
After changing the status, click Refresh data on your Store page on Printful.
Shift4Shop and Launch Cart
These are third-party integrations that aren’t developed by the Printful team. Orders from these platforms are sent to Printful through API requests, meaning we don’t automatically fetch orders ourselves. If you experience issues with orders not importing, we recommend reaching out to the support team of the respective integration for help.