Support → Shopify Sync

Shopify Sync & Connection

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How the Shopify connection works

The Ceries OMS connects to your Shopify store via a secure app integration. When an order is placed on Shopify, a webhook fires to the OMS within seconds. The order is ingested, inventory is reserved, and the order appears in the Rate Shopper queue.

When a label is created in the OMS, Shopify is updated with the tracking number and the fulfillment is marked complete on your store automatically.

Orders not appearing in the OMS

New orders (within the last 30 minutes)

Webhooks from Shopify typically arrive within 10–30 seconds. If an order is more than 5 minutes old and not showing up:

  1. Refresh the Orders page.
  2. Check that the order is not in a draft or pending payment state in Shopify — only paid orders are ingested.
  3. Contact Ceries support with the Shopify order number. We'll check the webhook log.

Historical orders (before the integration was connected)

Orders placed before the Ceries OMS was connected to your store will not appear automatically. Contact your account manager to schedule a historical order sync if needed.

Only paid, unfulfilled orders are pulled into the OMS. Draft orders, test orders, and orders already fulfilled in Shopify are excluded.

Fulfillment not pushing back to Shopify

After a label is created in the OMS, Shopify should be updated within 60 seconds. If an order shows "Label Created" in the OMS but Shopify still shows "Unfulfilled":

  1. Wait 5 minutes and refresh Shopify — Shopify occasionally has processing delays.
  2. If the order is still unfulfilled in Shopify after 30 minutes, contact Ceries support with the order number.

Connection health

If multiple orders in a row are not syncing, the Shopify connection may have dropped. This can happen if:

  • The Shopify app was uninstalled or re-installed.
  • Shopify changed the store's plan or permissions.
  • A Shopify outage occurred.

Contact Ceries support immediately if you suspect a connection issue — support@ceries.com. Do not uninstall and reinstall the app as this can disrupt active orders.

Never uninstall the Ceries OMS Shopify app without first contacting Ceries support. This disconnects the webhook and orders will not sync until the connection is manually restored.

Webhooks

The OMS uses Shopify webhooks to receive real-time order events. Webhooks are automatically configured when your store is connected. You don't need to set them up in Shopify admin.

If you see webhook-related errors in Shopify's "Notifications" settings, contact Ceries support — do not delete or modify the webhook entries.