Duplicate Orders Are Importing from Shopify Based Stores

[SydSegal]

As of a few weeks, I started to get duplicare orders imported into ShipStation from Shopify connected stores. I wasn't sure what was going on as I have been a customer of ShipStation of 10 years and can not recall this happening before. With that being said, multiple duplicate orders over the past few weeks have been coming through and they shouldn't be. A recent example of a duplicate coming through:

• Original order is imported and it turns out one of the items in the order is unavailable

• In Shopify, the order is updated by having the out of stock item removed and a new item added

• I reimported the Shopify store into ShipStation and now 2 orders exist in the store... 1 order is the original order that was imported showing "1" for the out of stock item. The other order is a the updated order from Shopify that shows the out of stock item at "0" and the new/replaced item in the order as "1". 

So two orders now exist where previously ShipStation would simply "edit" the order in the queue.

I have opened multiple chats with customer service regarding this. They say that there is a new "order mapping" setting that has to be active on the Shopify store setup in order to prevent this duplicate situation from occurring. Not only that, the setting is something that ShipStation has to adjust on their end as I have no access to that setting on my end. 

Is this really a good idea? Wouldn't it make a lot more sense to have this setting active on all created Shopify stores in ShipStation by default? And then, for whatever when someone wants this ability (to have duplicate orders import through), they can contact ShipStation and ask for that setting to be turned on?

[flyingcloud]

Agreed, this is not the best default setting. We manage 20+ Shopify stores and have been confused by duplicates for a few weeks now. 

[CaraAdmin]

Hello @SydSegal and @flyingcloud!

Thank you for sharing your post in the community! For this particular issue, we recommend contacting our support team at support@shipstation.com. They’ll be happy to help troubleshoot the problem, investigate further, and escalate to our development team if necessary.

Happy Shipping!

-Cara

[SydSegal]

Hi @CaraAdmin ,

I have been in contact with Support, who have been unable to "fix" this. They have claimed that this is a new setting, to allow for duplicate/same ID numbered orders to come through (via Shopify stores) and this can only be rectified by changing a "mapping" setting (that we do not have access to directly). And while support has said this "mapping" setting change will fix the issue, I am still getting orders to come through that should not be importing in. 

For example, this happened today after supposedly this new setting was deactivated on all of my Shopify connected store (or maybe the correct way to say it is that a "mapping" setting was activated to nullify the new default setting that was allowing for duplicate orders to import)...

• I imported an order and created a label in ShipStation

• I realized that I did not have the product to ship so I voided the label in ShipStation which returned this order to an "Awaiting Shipment" status in Shipstation

• In Shopify, I canceled the fulfillment to move the order back into the UNFULFILLED state in Shopify

• I refreshed/imported orders back into the store in question (in ShipStation) and a duplicate order identical to the original imported order (the order that had the label voided) imported into the store

This just makes no sense and from what I understand, even though I have been using ShipStation for 10 years and never experienced this before, this duplicate entry into the store in ShipStation is intended! According to Support, this new default setting is in place because...

This functionality is due to Shopify's rollout of new features, including automatic stock allocation, split shipping in the cart, and exchanges. Consequently, Shopify sends these fulfillment requests as if they require shipping to us, and ShipStation is adapting to align with Shopify's fulfillment process.

I do not understand what ShipStation is doing as this is extremely confusing and I can see this affecting more people like me (negatively) than customers of ShipStation in a positive way. 

[CaraAdmin]

Hello @SydSegal!

Thank you for your post in the community! I’ve shared your information with a specialist for further assistance, and we’ll escalate your issue to ensure it’s addressed as quickly as possible. Your current open ticket number is 8151736, and you’ll receive updates directly through that ticket as we progress.

We appreciate your patience as we get this worked out for you!

Happy Shipping!

-Cara

[Shaun]

We are having the same issue, I have contacted SS under ticket number 8153521 and I am not getting much support.

[CaraAdmin]

Hello @Shaun!

First, welcome to the Community! We're so glad you're here. This space is an excellent resource for finding answers, sharing feedback, and suggesting new product features—we hope you find it helpful and inspiring!

I see you have also been working with support on ticket #8151736 in this issue. We appreciate your patience as we continue to adapt to Shopify's recent changes to their API.

Support worked with the development team confirmed that this behavior isn’t caused by any plugins but rather by how Shopify’s updated API handles fulfillments. Specifically, when an order is fulfilled in Shopify, a new fulfillment shipment is created and immediately canceled on the backend—this doesn’t appear on the Shopify user interface. Still, it gets passed along to ShipStation, which is why you're seeing a new (duplicate) shipment appear.

To help manage this, our developers recommend the following workflow:

• Void the label in ShipStation and move the shipment to Cancelled immediately
• Cancel the shipment in Shopify and duplicate the order

This process will help avoid confusion and reduce the risk of accidentally shipping the same order twice

Our updated Shopify Integration Guide, specifically under the "Changes to Order Import," provides more details about these recent changes.

Thanks again for getting in touch with the community. We are always here as a resource, but you did go the correct path by contacting support. 

Happy Shipping!

-Cara

[bryan9]

Wanted to chime in to say I'm having the same issue with orders being duplicated. We specifically notice it when we make edits to orders in Shopify, which can be over 5 orders a day. When we make the changes in Shopify, upon next order import in ShipStation that order is duplicated. The original order will have the original items at a quantity of 0 as well as the new edited items. There will also be a duplicated second order that just has the new items on it. 

[EvenGreenerNat]

We have also started getting the same issue of unnecessary duplication. For us its mostly when an order contains items shipped from different locations.  When one part of the order is shipped, a new version of the order is created in Shipstation containing all items, on top of the already existing 'split ship' parts of the order.

Luckily we don't track stock in Shipstation but it's very messy and not a good update in our opinion.

[flyingcloud]

Just chiming in that my issue was resolved with an email to support. 

They acknowledged that this was an issue with Shopify connection, specifically:

• Users that have multiple warehouses in Shopify and ship from multiple locations
• Users that have ‘digital items’ or ‘coupon codes’ or ‘discounts’ as a separate fulfillment

They enabled a setting called "Map multiple open fulfillment orders to requested fulfillments" and that solved all of our problems.

Hopefully they make that a user-facing setting eventually (and have it defaulted to Yes) but for now, its good to know there's a bona fide solution.

Chris

[EvenGreenerNat]

Thanks Chris, we'll give that a go.

[EvenGreenerNat]

Just a quick one to say thanks for the tip - Shipstation has made that change on our account and that has solved the issue.

thanks again

Natalie