ShipHero is a fulfillment provider. Connecting it lets Acenda send ShipHero the orders it should ship, pull warehouse inventory counts back into Acenda, and receive tracking numbers and cancellations as they happen. For how fulfillment providers work in general, see Integrating Fulfillment Providers: A Complete Guide.
Before you start: You'll need an active ShipHero account, and a Refresh Token for Acenda generated as a third-party developer in ShipHero (Step 7 below walks through this), plus the Acenda warehouse(s) you want ShipHero to fulfill for already set up in Acenda.
Connect ShipHero to Acenda
In the sidebar, under CHANNELS, click Integrations.
In the Fulfillment Providers section, click + New.
Select the ShipHero icon from the menu and click + Add.
On the Settings tab, under the General section, turn on the slider to enable the service and enter a Name to tell it apart from other integrations (useful if you ever connect more than one ShipHero account).
Open the Notifications tab and enter one or more email addresses (press Enter after each one) to receive error alerts, for example invalid shipping addresses, invalid tracking numbers, or anything blocking orders and fulfillments from flowing through.
Open the Actions tab. It controls the timing of shipment, ship advice and order pushes to and pulls from ShipHero. We recommend leaving these on their defaults.
Set up Acenda as a partner in ShipHero and generate a Refresh Token: in your ShipHero dashboard, go to Users and click + Add Third-Party Developer. Once the developer user is created, ShipHero shows a Bearer Token and a Refresh Token — you only need the Refresh Token; Acenda uses it to request a fresh Bearer Token automatically (ShipHero Bearer Tokens expire roughly every 28 days). When sharing setup steps with your team, use a placeholder like
YOUR_SHIPHERO_REFRESH_TOKENinstead of the real value.Open the Authorization tab and enter the Refresh Token, then review the options below it:
Use sell_ahead for inventory calculations: include ShipHero's incoming (not-yet-received) inventory in the stock count Acenda syncs out. Leave it off if you only want stock ShipHero already has on hand.
Combine Warehouses: combine multiple ShipHero warehouses into one Acenda warehouse for order management. This is usually the right call unless you specifically need Acenda to treat each ShipHero warehouse separately.
Order Number Assignment: choose which identifier ShipHero uses as the order number — purchase_order_id (the shorter sales-channel order number) or order_id-ship_advice_id (Acenda's own order and ship-advice IDs combined). Pick whichever one your team will recognize when looking an order up in ShipHero.
Custom Warehouse ID: enter the ShipHero ID(s) of warehouses to include in the inventory sync. This only affects inventory — it doesn't control which warehouse an order ships from. Order routing instead uses the matching warehouse's own External ID on its Acenda warehouse record.
Click Save.
Tip: Keep your Refresh Token somewhere secure and never paste it into emails, tickets or chat. If you ever need a new one, generate it in ShipHero under Users, enter it on the Authorization tab, and click Save.
Troubleshooting
Integration shows unhealthy, or you're seeing authorization errors: The Refresh Token is wrong, expired, or was regenerated or revoked in ShipHero (under Users) without updating Acenda. Generate a fresh one in ShipHero, enter it on the Authorization tab, and click Save.
Orders aren't reaching ShipHero: Confirm the integration is enabled on the General section of the Settings tab. If one specific order fails, check whether that order's warehouse has a stale or missing External ID in Acenda — ShipHero rejects orders that point at a warehouse it doesn't recognize.
Inventory counts look off, or a lot of inventory updates are failing: Changing Combine Warehouses or Use sell_ahead for inventory calculations shifts the numbers going forward. It's also normal for ShipHero to hold SKUs — such as samples or kits — that don't exist in your Acenda catalog; those fail to sync and can be ignored.
Tracking numbers aren't coming back to Acenda: Tracking can take a little time to sync after ShipHero marks an order shipped. If it's been more than a few hours, check your notification emails for errors — see Updating Orders with Tracking Information — and contact Acenda Support if it still isn't syncing.
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Still stuck? Contact Acenda Support and tell us the integration name and a sample order ID.