Request #1828527

Re: STORE
CONFIGURATION ISSUE -
Shopify orders Importing
with quantity '0'
Joe SadloskiMay 05, 2021 16:19

This is a follow-up to your previous

request #1752313 "STORE CONFIGURATION ISSUE -
Shopify orders Importing with quantity '0'"
I can't have this. I need these fixed.
Please make it so they can get pushed in and the quantities
fix I can't be forced to do ALL of these manually.
Please do something that makes it so this can never
happen again too.

Screen Shot 2021-05-05 at 4.19.14 PM.png(600 KB)

Robert H.May 06, 2021 20:56

Hey Joe, 

Thanks for reaching back out to ShipStation. 

Ourselves and our Senior Support team have been working
to identify the issue that's causing these Shopify orders to
show the wrong quantities. Earlier today, our team identified
that a Shopify app called One Click Upsell may be the root
cause of the issue.

 I checked the ticket you're responding to and it looks like

you might have that installed:

Let's have you delete this app from Shopify, then create a
new order from within Shopify which is identical
to WEBS18361 and import it to ShipStation as a test. If the
issue still persists after doing this, send me the test order's
Order # so I can get this escalated to our Senior Support
team for further investigation. 

Looking forward to hearing back,

Robert H.
Major Accounts Technical Support Agent
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Robert H.Friday at 11:49

Hi Joe, 

Thanks for your reply. 

No, I am asking you to remove the app from Shopify entirely

and place a test order. Our Senior Support team seems
convinced that the mere presence of this app in Shopify is
what is causing them to send us incorrect Quantities for
these line items. 

After you have removed the app from Shopify, place a test
order and import it to ShipStation, then provide me with the
Order # so I can investigate. 

Looking forward to hearing back, 

Robert H.
Major Accounts Technical Support Agent
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Robert H.Friday at 13:48

Hey Joe, 
Thanks for your reply. 

Nah - you can make the test order directly through the
Shopify Admin page and just mark as paid instead of
purchasing in any 'real' way. 

Let me know that test order # once it imports! I'll still be

escalating if this fixes the issue anyway, just to help our
Senior Support team get a grasp on what's going on here,
compare to other user reports, etc. 

Looking forward to hearing back, 

Robert H.
Major Accounts Technical Support Agent
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Joe SadloskiYesterday at 13:01

Hello,
I have created the cloned order.
Order number is: WEBS19119
Robert H.Yesterday at 17:27

Hey Joe,

Thanks for getting back with me on this! 

Apologies for the delay in response. Looks like this test

order (# WEBS19119) managed to import with the line items
showing properly. I think that One-click Upsell app you
mentioned is what was causing this before. You're welcome
to cancel this order if you'd like to. 

I will still be escalating this to our Senior Support team for

further investigation - like I mentioned, it'd help them get a
better grasp on the issue as far as all the other reports
we've been seeing goes. For now, let's leave that app
disabled from the Shopify side of things so your orders
come over correctly in the meantime. 

Please feel free to message me back if you have any

questions or need an update on the status of this ticket.

Thanks,
Robert H.
Major Accounts Technical Support Agent
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