First, check if your Shopify account has sent a fulfillment request to Supliful.
By default, Shopify stores are set to Manual Fulfilment; you would need to either send each order to Supliful manually by clicking the Request Fulfillment button:
You can set your Shopify store to Automatic Fulfillment by visiting the Shopify Settings --> General.
There, scroll down to the Order Processing section, and under the heading, After an order has been paid, select Automatically fulfill the order's line items. Don't forget to click the Save button when you are done:
Sometimes, during downtime, some order requests are not processed by Shopify, and we don't receive your order requests. Even though we regularly run scripts to ensure we pull all the details in, we cannot do that on some occasions, as Shopify did not forward those to us in the first place.
When sending a fulfillment request to Supliful automatically or manually, you should see a message in the order log saying Supliful has accepted your fulfillment request:
In case you do not see that message, you will need to cancel the fulfillment request first, then send the Fulfillment request again:
Another possible reason your order isn't syncing correctly is that the wrong fulfillment location is selected in Shopify.
Please check the following:
Open the affected order in Shopify and make sure it is assigned to the correct fulfillment location.
If you do not see Supliful app as location, go to Settings → Shipping and delivery → Shipping profiles and verify that your Supliful products are assigned to the correct shipping profile.
For example. Here is the wrong location in the general shipping profile:
Scroll down and find Supliful Fulfillment App and click on "Start Shipping":
Remove the wrong location from the shipping profile and make sure only Supliful app is active for your Supliful shipping profile:
Make sure to click "Save" before exiting.
Now orders should have the correct fulfillment location and you can request the fulfillment from the app: