Troubleshooting
Store Connection Issues
Fix a disconnected store connection: why syncing stops, how to reconnect Shopify to ShipBee, and how to check that new orders are flowing again.
Store Connection Issues
Fix disconnected or problematic store connections.
Overview
Store connections occasionally encounter issues that disrupt order syncing between your e-commerce platform and ShipBee. These disconnections are usually caused by permission changes, app reinstalls, or platform updates. The good news is that reconnecting is quick and straightforward, and no data is lost during the process.
Why Stores Disconnect
Permission Changes: App permissions revoked in Shopify admin, Store admin removed ShipBee access, OAuth token expired.
Store Plan Changes: Shopify plan downgraded, Store paused or archived, Trial period ended.
App Management: ShipBee app uninstalled and reinstalled, Store URL changed, Multiple app installations.
Platform Updates: Shopify API changes requiring new authorization, Security updates requiring re-authentication.
Identifying Connection Issues
On the Stores Page: Store shows "Disconnected" or "Error" status, Last sync timestamp is outdated, Red or orange status indicator.
In Order Syncing: new orders do not appear in ShipBee, order counts do not match your store, or the activity log shows sync errors.
Dashboard Alerts: "Store disconnected" notification, "Unable to sync orders" warnings, Connection error banners.
Reconnecting Your Store
- Navigate to My Stores in the sidebar
- Find the disconnected store in your list
- Click on the store row to open details
- Look for a Reconnect or Reauthorize button
- Click the button to start the reconnection process
- Shopify opens its authorization page
- Review the permissions ShipBee is requesting
- Click Install app or Approve to grant access
- Shopify sends you back to ShipBee
- The store status should update to "Connected"
After Reconnecting: Allow a few minutes for initial sync to complete, Check that recent orders are appearing, Verify product inventory is syncing correctly.
Required Shopify Permissions
ShipBee requires five scopes. Read orders imports orders for fulfillment. Read products syncs product information. Read fulfillments tracks fulfillment status. Write fulfillments updates tracking information. Read inventory syncs stock levels.
Troubleshooting Persistent Issues
Reconnection Fails
Clear Browser Cache: Clear cookies for both ShipBee and Shopify, Try reconnecting in an incognito/private window.
Check Shopify Account: sign in to the correct Shopify account, and confirm you have admin access to the store.
Remove and Re-add: As a last resort, remove the store from ShipBee, add it again as a new store connection.
Orders Not Syncing After Reconnection
Check that the store status reads "Connected". Check that the "Last synced" time is recent. Wait 5 to 10 minutes for the sync to finish. Run a manual sync if one is available. Contact support if orders still do not appear.
Prevention Tips
Do Not Revoke Permissions unless you intend to disconnect. Keep App Installed unless ending your service. Monitor Connection Status regularly. Enable Notifications for connection problems.
When to Contact Support
Create a support ticket in four cases. Reconnection fails repeatedly. Orders are missing after a successful reconnection. The store keeps an error status. Sync errors continue after you troubleshoot.
Creating a Ticket: open Tickets in the sidebar. Click Create Ticket. Select "Store Connection" as the category. Include the store URL, the error message, the steps you tried, and when the issue started.
