Woocommerce Order Missing From Shipstation

Hi @botanicanna

Thanks for reaching out!

I understand that orders are not being imported to your ShipStation account, correct?

Caching plugins providing file minification can generate this kind of issue. Make sure that you disable file minification and try to import orders again.

I’d like to understand your site properly, please share your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

Thanks!

On 02/20/23 we had 2 orders go through, however only 1 was exported to Shipstation. The other is missing and only shows on Woocommerce as processing.

There are no fatal errors for 02/20/23. The log does show 2 orders were exported, however only has 1 order information. I am unable to copy and paste the report and log.

Hi there @botanicanna

Thank you for reaching back, with further details on this.

For sharing the site’s System Status Report (SSR) and error logs with us, you can paste the text in https://gist.github.com/, or https://pastebin.com/, and feel free to change/remove your site URL in the report for privacy reasons.

You can paste the Gist/Pastebin link here in your reply, once you have that.

Looking forward to hearing from you!

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<li>Salient Core: by ThemeNectar – 1.9.7</li> <li>Salient Home Slider: by ThemeNectar – 1.4.1</li> <li>Salient Nectar Slider: by ThemeNectar – 1.7.3</li> <li>Salient Portfolio: by ThemeNectar – 1.7.2</li> <li>Salient Shortcodes: by ThemeNectar – 1.5.1</li> <li>Salient Social: by ThemeNectar – 1.2.2</li> <li>Salient Widgets: by ThemeNectar – 1.2</li> <li>Search Engine Visibility: by GoDaddy – 0.5</li> <li>TaxJar – Sales Tax Automation for WooCommerce: by TaxJar – 4.1.5</li> <li>Variation Swatches for WooCommerce: by Woosuite – 2.1.8</li> <li>Checkout Field Editor for WooCommerce: by ThemeHigh – 1.8.1</li> <li>WooCommerce All Products For Subscriptions: by WooCommerce – 4.0.4</li> <li>Customizer for WooCommerce: by SkyVerge – 2.7.7</li> <li>WooCommerce Gift Cards: by WooCommerce – 1.15.1</li> <li>WooCommerce LightSpeed POS: by RioBaker – 2.12.1</li> <li>WooCommerce Shipping & Tax: by WooCommerce – 2.2.3</li> <li>WooCommerce – ShipStation Integration: by WooCommerce – 4.3.2</li> <li>WooCommerce Square: by WooCommerce – 3.5.0</li> <li>WooCommerce Subscriptions: by WooCommerce – 4.8.1</li> <li>WooCommerce: by Automattic – 7.4.0</li> <li>WPFront Notification Bar: by Syam Mohan – 3.3.1</li> <li>Sequential Order Numbers for WooCommerce: by WebToffee – 1.5.0</li> <li></li> <li>### Inactive Plugins (0) ###</li> <li></li> <li></li> <li>### Dropin Plugins (1) ###</li> <li></li> <li>advanced-cache.php: advanced-cache.php</li> <li></li> <li>### Must Use Plugins (5) ###</li> <li></li> <li>Force Strong Passwords – WPE Edition: by Jason Cosper – 1.8.0</li> <li>WP Engine Cache Plugin: by WP Engine – 1.1.2</li> <li>WP Engine Seamless Login Plugin: by WP Engine – 1.6.0</li> <li>WP Engine Security Auditor: by wpengine – 1.0.10</li> <li>WP Engine System: by WP Engine – 5.0.1</li> <li></li> <li>### Settings ###</li> <li></li> <li>API Enabled: –</li> <li>Force SSL: –</li> <li>Currency: USD ($)</li> <li>Currency Position: left</li> <li>Thousand Separator: ,</li> <li>Decimal Separator: .</li> <li>Number of Decimals: 2</li> <li>Taxonomies: Product Types: external (external)</li> <li>grouped (grouped)</li> <li>simple (simple)</li> <li>subscription (subscription)</li> <li>variable (variable)</li> <li>variable subscription (variable-subscription)</li> <li></li> <li>Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)</li> <li>exclude-from-search (exclude-from-search)</li> <li>featured (featured)</li> <li>outofstock (outofstock)</li> <li>rated-1 (rated-1)</li> <li>rated-2 (rated-2)</li> <li>rated-3 (rated-3)</li> <li>rated-4 (rated-4)</li> <li>rated-5 (rated-5)</li> <li></li> <li>Connected to WooCommerce.com: ?</li> <li>Enforce Approved Product Download Directories: –</li> <li>Order datastore: WC_Order_Data_Store_CPT</li> <li></li> <li>### WC Pages ###</li> <li></li> <li>Shop base: #163 – /shop/</li> <li>Cart: #2338 – /cart-2/</li> <li>Checkout: #2339 – /checkout-2/</li> <li>My account: #101835 – /my-account/</li> <li>Terms and conditions: ? Page not set</li> <li></li> <li>### Theme ###</li> <li></li> <li>Name: Salient</li> <li>Version: 15.0.7</li> <li>Author URL: https://themeforest.net/user/themenectar</li&gt; <li>Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme</li> <li>WooCommerce Support: ?</li> <li></li> <li>### Templates ###</li> <li></li> <li>Overrides: salient/woocommerce/cart/mini-cart.php</li> <li>salient/woocommerce/checkout/form-checkout.php</li> <li>salient/woocommerce/checkout/review-order.php</li> <li>salient/woocommerce/checkout/terms.php</li> <li>salient/woocommerce/content-product.php</li> <li>salient/woocommerce/content-single-product.php</li> <li>salient/woocommerce/loop/add-to-cart.php</li> <li>salient/woocommerce/loop/loop-start.php</li> <li>salient/woocommerce/myaccount/form-login.php</li> <li>salient/woocommerce/single-product/product-image.php</li> <li>salient/woocommerce/single-product/rating.php</li> <li>salient/woocommerce/single-product/tabs/description.php</li> <li>salient/woocommerce/single-product/tabs/tabs.php</li> <li>salient/woocommerce/single-product/title.php</li> <li>salient/woocommerce/single-product-reviews.php</li> <li></li> <li></li> <li>### Subscriptions ###</li> <li></li> <li>WCS_DEBUG: ? No</li> <li>Subscriptions Mode: ? Live</li> <li>Subscriptions Live URL: https://botanicanna.co</li&gt; <li>Subscriptions-core Library Version: 5.3.1</li> <li>Subscription Statuses: wc-active: 1</li> <li>wc-cancelled: 1</li> <li></li> <li>WooCommerce Account Connected: ? Yes</li> <li>Active Product Key: ? Yes</li> <li>Report Cache Enabled: ? Yes</li> <li>Cache Update Failures: ? 0 failure</li> <li></li> <li>### Store Setup ###</li> <li></li> <li>Country / State: United States (US) — Wisconsin</li> <li></li> <li>### Subscriptions by Payment Gateway ###</li> <li></li> <li>Square: wc-active: 1</li> <li>wc-cancelled: 1</li> <li></li> <li></li> <li>### Payment Gateway Support ###</li> <li></li> <li>Square: products</li> <li>card_types</li> <li>customer_decline_messages</li> <li>payment_form</li> <li>authorization</li> <li>charge</li> <li>charge-virtual</li> <li>capture_charge</li> <li>refunds</li> <li>voids</li> <li>customer_id</li> <li>tokenization</li> <li>add_payment_method</li> <li>token_editor</li> <li>subscriptions</li> <li>subscription_suspension</li> <li>subscription_cancellation</li> <li>subscription_reactivation</li> <li>subscription_amount_changes</li> <li>subscription_date_changes</li> <li>multiple_subscriptions</li> <li>subscription_payment_method_change_customer</li> <li>subscription_payment_method_change_admin</li> <li></li> <li></li> <li>### Gift Cards ###</li> <li></li> <li>Database Version: 1.15.1</li> <li>Loopback Test: ?</li> <li>Task Queueing Test: ?</li> <li></li> <li>### Square ###</li> <li></li> <li>Environment: Production</li> <li>Tokenization Enabled:</li> <li>Debug Mode: Off</li> <li></li> <li>### Admin ###</li> <li></li> <li>Enabled Features: activity-panels</li> <li>analytics</li> <li>coupons</li> <li>customer-effort-score-tracks</li> <li>import-products-task</li> <li>experimental-fashion-sample-products</li> <li>shipping-smart-defaults</li> <li>shipping-setting-tour</li> <li>homescreen</li> <li>marketing</li> <li>multichannel-marketing</li> <li>mobile-app-banner</li> <li>navigation</li> <li>new-product-management-experience</li> <li>onboarding</li> <li>onboarding-tasks</li> <li>remote-inbox-notifications</li> <li>remote-free-extensions</li> <li>payment-gateway-suggestions</li> <li>shipping-label-banner</li> <li>subscriptions</li> <li>store-alerts</li> <li>transient-notices</li> <li>woo-mobile-welcome</li> <li>wc-pay-promotion</li> <li>wc-pay-welcome-page</li> <li></li> <li>Disabled Features: minified-js</li> <li>product-variation-management</li> <li>settings</li> <li></li> <li>Daily Cron: ? Next scheduled: 2023-02-25 04:47:43 +00:00</li> <li>Options: ?</li> <li>Notes: 80</li> <li>Onboarding: completed</li> <li></li> <li>### All Products for WooCommerce Subscriptions ###</li> <li></li> <li>Template Overrides: –</li> <li></li> <li>### Action Scheduler ###</li> <li></li> <li>Complete: 10,838</li> <li>Oldest: 2023-01-24 14:23:39 +0000</li> <li>Newest: 2023-02-24 14:08:17 +0000</li> <li></li> <li>Failed: 6</li> <li>Oldest: 2022-11-28 01:22:18 +0000</li> <li>Newest: 2023-02-17 14:03:45 +0000</li> <li></li> <li>Pending: 8</li> <li>Oldest: 2023-02-24 14:23:24 +0000</li> <li>Newest: 2023-03-07 18:01:57 +0000</li> <li></li> <li></li> <li>### Status report information ###</li> <li></li> <li>Generated at: 2023-02-24 14:15:56 +00:00</li> <li>`

1. 02-20-2023 @ 00:48:15 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F19%2F2023+09%3A40&end_date=02%2F20%2F2023+16%3A48&page=1
2. 02-20-2023 @ 00:48:15 – Exported 0 orders
3. 02-20-2023 @ 01:55:29 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F19%2F2023+10%3A48&end_date=02%2F20%2F2023+17%3A55&page=1
4. 02-20-2023 @ 01:55:29 – Exported 0 orders
5. 02-20-2023 @ 03:03:27 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F19%2F2023+11%3A55&end_date=02%2F20%2F2023+19%3A03&page=1
6. 02-20-2023 @ 03:03:27 – Exported 0 orders
7. 02-20-2023 @ 04:10:47 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F19%2F2023+13%3A03&end_date=02%2F20%2F2023+20%3A10&page=1
8. 02-20-2023 @ 04:10:47 – Exported 0 orders
9. 02-20-2023 @ 04:45:17 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F19%2F2023+14%3A10&end_date=02%2F20%2F2023+20%3A45&page=1
10. 02-20-2023 @ 04:45:17 – Exported 0 orders
11. 02-20-2023 @ 05:52:32 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F19%2F2023+14%3A45&end_date=02%2F20%2F2023+21%3A52&page=1
12. 02-20-2023 @ 05:52:32 – Exported 0 orders
13. 02-20-2023 @ 15:54:51 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F19%2F2023+15%3A52&end_date=02%2F21%2F2023+07%3A54&page=1
14. 02-20-2023 @ 15:54:51 – Exported 1 orders
15. 02-20-2023 @ 16:35:14 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F20%2F2023+01%3A54&end_date=02%2F21%2F2023+08%3A35&page=1
16. 02-20-2023 @ 16:35:14 – Exported 2 orders
17. 02-20-2023 @ 16:35:37 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=shipnotify&order_number=0000162&carrier=USPS&service=USPS+Priority+Mail&tracking_number=9405511206214465880986&capture=legacy
18. 02-20-2023 @ 16:35:37 – ShipNotify XML: <?xml version=”1.0″ encoding=”UTF-8″?><ShipNotice><OrderNumber>0000162</OrderNumber><OrderID>106261</OrderID><CustomerCode>[email protected]</CustomerCode><CustomerNotes><![CDATA[]]></CustomerNotes><InternalNotes><![CDATA[]]></InternalNotes><NotesToCustomer><![CDATA[]]></NotesToCustomer><NotifyCustomer>true</NotifyCustomer><LabelCreateDate>02/21/2023 08:00</LabelCreateDate><ShipDate>02/21/2023</ShipDate><Carrier>USPS</Carrier><Service>USPS Priority Mail</Service><TrackingNumber>9405511206214465880986</TrackingNumber><ShippingCost>7.0900</ShippingCost><CustomField1 /><CustomField2 /><CustomField3 /><Recipient><Name>Pat Cherry</Name><Company /><Address1>1505 SWAGOSA DR</Address1><Address2 /><City>MAQUOKETA</City><State>IA</State><PostalCode>52060-3312</PostalCode><Country>US</Country></Recipient><Items><Item><Name>20mg Gummy Yummys (60ct) FULL SPECTRUM</Name><SKU>API-gummy-yummys-60ct-full-spectrum</SKU><LineItemID>616</LineItemID><Quantity>1</Quantity></Item></Items></ShipNotice>
19. 02-20-2023 @ 16:35:37 – ShipNotify Item: SimpleXMLElement Object
20. (
21. [Name] => 20mg Gummy Yummys (60ct) FULL SPECTRUM
22. [SKU] => API-gummy-yummys-60ct-full-spectrum
23. [LineItemID] => 616
24. [Quantity] => 1
25. )
27. 02-20-2023 @ 16:35:37 – Shipped 1 out of 1 items in order 106261
28. 02-20-2023 @ 16:35:38 – Updated order 106261 to status wc-completed
29. 02-20-2023 @ 17:38:59 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F20%2F2023+02%3A35&end_date=02%2F21%2F2023+09%3A38&page=1
30. 02-20-2023 @ 17:38:59 – Exported 2 orders
31. 02-20-2023 @ 18:41:48 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F20%2F2023+03%3A38&end_date=02%2F21%2F2023+10%3A41&page=1
32. 02-20-2023 @ 18:41:48 – Exported 2 orders
33. 02-20-2023 @ 19:45:16 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F20%2F2023+04%3A41&end_date=02%2F21%2F2023+11%3A45&page=1
34. 02-20-2023 @ 19:45:16 – Exported 2 orders
35. 02-20-2023 @ 20:35:51 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F20%2F2023+05%3A45&end_date=02%2F21%2F2023+12%3A35&page=1
36. 02-20-2023 @ 20:35:51 – Exported 2 orders
37. 02-20-2023 @ 21:39:07 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F20%2F2023+06%3A35&end_date=02%2F21%2F2023+13%3A39&page=1
38. 02-20-2023 @ 21:39:08 – Exported 2 orders
39. 02-20-2023 @ 22:43:53 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F20%2F2023+07%3A39&end_date=02%2F21%2F2023+14%3A43&page=1
40. 02-20-2023 @ 22:43:54 – Exported 2 orders
41. 02-20-2023 @ 23:49:59 – Input params: auth_key=%2A%2A%2A&wc-api=wc_shipstation&action=export&start_date=02%2F20%2F2023+08%3A43&end_date=02%2F21%2F2023+15%3A49&page=1
42. 02-20-2023 @ 23:49:59 – Exported 2 orders

Can someone please let us know what happened?

• This reply was modified 1 year, 9 months ago by Ash.

Hi @botanicanna

Thanks for sharing the requested information above.

Can you please try to switch to the default Storefront theme and only WooCommerce plugin is enabled and see if this works?

If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

If this did not resolve the issue, please have your host purge the site cache and disable it temporarily.

Let us know how it goes!

Can you please tell us what caching exclusions would need to be made for WooCommerce ShipStation Integration to work properly? We can make those exclusions happen once I know what needs to be excluded. As for the site as a whole, we cannot remove caching site-wide. WPEngine won’t allow it as it would be detrimental to their platform. We can only create exclusions for specific cookies, pages, parameters, etc.

Hello,

Can you please tell us what caching exclusions would need to be made for WooCommerce ShipStation Integration to work properly?

You can find WooCommerce’s general guidelines for caching plugins here:

• https://woocommerce.com/document/configuring-caching-plugins/

In the meantime, please test the XML file as described here for the timeframe of the order that failed to get imported to ShipStation.com.

This allows us to confirm if the order is being presented to ShipStation.com or not.

Looking forward to hearing back from you.

Best,

We had similar problem after upgrade the plugin a while ago . It seems to be because of the different timezone between Shipstation server and WC server. Our WC server is in US while the Shipstation in AU as a result, the requested time is in the future thus the API find 0 order to export and there will be no error or warning at all.

The temporary fix is edit plugin file in “includes/api-requests/class-wc-shipstation-api-export.php”

Line 80 and 94

Change from : ‘date_modified’ => strtotime( $start_date ) . ‘…’ . strtotime( $end_date ),

To : ‘date_modified’ => $start_date . ‘…’ . $end_date,

The strtotime() function doesn’t contain timezone information so if the request come from a server that is way earlier can cause the headache.

Hope it could help and hope to see the fix in next release.

Hello @heobmt,

We had similar problem after upgrade the plugin a while ago . It seems to be because of the different timezone between Shipstation server and WC server. Our WC server is in US while the Shipstation in AU as a result, the requested time is in the future thus the API find 0 order to export and there will be no error or warning at all.

Please note that, by default, the processes that export orders to ShipStation.com always overlap by several hours. No orders should be falling through the cracks due to timezone differences.

If that’s the case, please open a new topic, so we can look into it further.

Best,

Thanks @paulostp,

Please note that, by default, the processes that export orders to ShipStation.com always overlap by several hours. No orders should be falling through the cracks due to timezone differences.

It could be only our case however we are talking about 15 hours earlier. The shipstation log indicates the requested window is only 2 hours (see below). So if shipstation’s server is 3 hours earlier than your web server there could be some orders are exported and some aren’t. If it is more than 4 hours then i think nothing will be exported.

action=export&start_date=03%2F03%2F2023+14%3A32&end_date=03%2F04%2F2023+16%3A06&page=1

We have had this problem since version 4.1.48 as a result we stuck with version 4.1.46 for a while until I decided to investigate further. I contacted Shipstation and they told that if they backdate the request by a day then orders are exported but if leave it by default nothing happened.

By removing strtotime() in line 80 and 94, everything work as it is supposed to be. This actually is what it was in version 4.1.46 and earlier. There are a few topics in support forum saying orders are not export but they are all closed without an answer so i’m not bordering to open another topic.

Thanks for sharing the additional details @heobmt. I’ll test what you described and share my findings with the developer team.