Overview
If orders are not appearing in the warehouse system, there is likely an order import issue between your store and the Handled systems.
Most issues are SKU-related, but routing and configuration issues can also prevent orders from importing.
Step 1: Confirm the Order Is Ready for Fulfillment
Before troubleshooting, verify:
- The order exists in your store
- The order is:
- Paid (if required), and
- Not canceled or on hold
- Up to 15 minutes have passed to allow for normal sync
Step 2: Check the Most Common Causes
1. Missing SKU (Most Common)
What happens
The SKU does not exist in the Handled system.
Why it happens
- New SKU not yet synced
- More common with non-Shopify platforms or recent launches
Fix
- Wait up to 24 hours for automatic sync, or
- Request a manual sync for urgent cases
2. Unmatched SKU
What happens
The SKU exists but does not match exactly.
Common causes
- Typos or edits
- Extra or missing characters (e.g.,
SKU-123vsSKU123)
Fix
- Correct the SKU within the Handled system
- Contact Handled to reprocess affected orders
3. Unknown SKU Variations (Often Discounts)
What happens
An unrecognized line item is included in the order.
Common causes
- Discount or promo lines passed as SKUs
- Integration mapping issues
Fix
- Review the order
- Contact Handled to resolve
4. Orders Sent to the Wrong Location
What happens
Orders are created in the selling platform (e.g. - Shopify) but are not routed to a Handled warehouse, so they never import.
Why it happens
- The selling channel location settings are incorrect
- A new location was added or prioritized incorrectly
- Inventory is assigned to a non-Handled location
Fix
- Check Locations and Fulfillment Priority
- Ensure the correct Handled warehouse is:
- Assigned to the inventory, and
- Set as the fulfillment location
Step 3: Consider Timing
- New SKUs sync automatically within 24 hours
- If a SKU was recently created, it may not be available yet
👉 For urgent cases, request a manual sync from Handled by emailing support+ordersync@handledcommerce.com.
Step 4: Monitor for Issues
Use your Daily Ops Report to:
- Identify orders that haven’t imported
- Catch issues early before they impact fulfillment
Step 5: Contact Handled if Needed
If the issue is still unresolved, contact support+ordersync@handledcommerce.com and include:
- Order number(s)
- Affected SKU(s)
- Any recent changes (new SKUs, edits, promotions, etc.)
Best Practices
- Notify Handled before launching new SKUs
- Avoid editing SKUs after creation
- Keep SKU formats consistent
- Ensure selling channel locations are configured correctly
- Monitor orders after catalog changes