Resolve common issues with the Shopify integration in Mintsoft using this comprehensive troubleshooting guide. It is divided into the following sections:
Connection Issues
Permission Errors
Dispatch Issues
Product/ Stock Sync Problems
Order Import Issues
Connection Issues
Connection not working or disconnecting
If your Shopify connection is not working (orders not importing or stock not synchronising), follow these troubleshooting steps.
Reconnect the integration
If the connection is inactive, disconnecting frequently, or orders are not importing:
Click Connect then Order Integrations.
Select Shopify.
Locate the connection and click Disconnect.
Log in to your Shopify store.
Go to the Shopify App Store and search for Mintsoft.
Click Uninstall App then Install App.
Accept the permissions.
Log in to Mintsoft with your Warehouse credentials when redirected.
Make the connection Active and click Update.
Check URL format
Ensure you are using the correct Shopify URL format:
Include a trailing slash (e.g., https://mystore.myshopify.com/).
Remove any leading or trailing spaces in the Shopify Connection settings within Mintsoft.
Confirm store is live
Ensure your Shopify store is active and not in Paused (On Holiday) mode. Mintsoft can only connect to live stores.
Permission Errors
Shopify Missing Permissions
If you receive errors about the app not having the necessary permissions, ensure you have integrated Shopify using the Mintsoft App method. Shopify integration no longer requires manual permission configuration.
Unauthorised
If you see Unauthorised You do not have sufficient privileges for this operation:
Check that the Warehouse User Account has the appropriate Connect role.
Verify the user has access to the Group-Connect role group for the integration (e.g., Connect-Shopify, Connect-Amazon).
Contact your Administrator if you believe the permissions are incorrect.
Dispatch Issues
Tracking Number Not Syncing to Shopify
If tracking numbers are not synchronising from Mintsoft to Shopify, follow these steps:
Click Shipping Management, then Couriers.
Locate the courier and click Manage Courier Services.
Click Edit for the affected service.
Enter the Tracking URL.
Click Update.
Dispatch or Fulfilment Status Not Updating
Ensure you have integrated Shopify using the Mintsoft App method.
Unable to dispatch orders
Check location ID
Ensure the location in Mintsoft matches the Shopify order location:
Click Connect then Order Integrations.
Select Shopify and click Get Locations.
Verify that the location name matches the one in Shopify.
Order changes post-import
If an order's item quantity was changed after being imported into Mintsoft, it must be manually dispatched in Shopify.
Shopify orders shipping with Global-E
Due to recent Shopify changes, Global-E shipments send dynamic values when importing orders to Mintsoft. Use Courier Service Selection to map orders to Global-E, more information can be found in our Courier Service Selection help guide.
External Courier Service Names - Shopify Specific
The external courier service name you configure in Mintsoft for Shopify will be displayed exactly as entered. This means the courier's name shown in the despatch email sent by Shopify to your customer will match what you've set in Mintsoft.
Product/ Stock Sync Problems
Stock syncing problems often arise from delays, SKU mismatches, or configuration errors. To optimise initial setup, temporarily disable stock sync, sync products accurately, then align stock levels before activating the integration. Syncing stock and product information between Shopify and Mintsoft is essential for ensuring accurate inventory management across platforms. SKUs (Stock Keeping Units) act as unique identifiers and play a central role in accurate syncing. Proper synchronization ensures product data and inventory levels remain consistent across both platforms. When enabled, Mintsoft becomes the stock master, updating Shopify inventory levels automatically based on changes in Mintsoft. This ensures Shopify reflects the most accurate stock data, as updates made directly in Shopify will not override Mintsoft’s inventory records.
Location ID verification
Ensure the correct Location ID is set in Mintsoft’s Shopify connection settings.
Trigger full stock sync
To manually realign stock figures:
Click Connect then Order Integrations.
Select Shopify.
Locate the connection and click Trigger Full Stock Sync.
The syncing process typically takes 15-30 minutes to update on the Shopify store.
Meta fields limitation
Avoid using more than five meta fields for products in Shopify, as excessive meta fields can cause syncing issues.
Inventory tracking requirement
Ensure Inventory Tracking is enabled on Shopify. If not enabled when the product was first created, stock syncing may not work.
Live store requirement
Stock sync only works with active Shopify stores.
Sales channel settings
Ensure Online Store is selected as one of the Shopify Sales Channels.
Stock sync direction
Stock changes synchronise exclusively from Mintsoft to Shopify, as Mintsoft is configured as the stock master. This one-way flow ensures inventory accuracy by centralising stock management within Mintsoft.
Manual inventory changes in Shopify may cause sync issues.
Refunds/restocking processed in Shopify without Mintsoft adjustments create incorrect stock levels.
Stock incorrectly adding to Shopify
This occurs when the stock sync delay is too quick. To resolve:
Go to Connect then Order Integrations.
Click Shopify.
Edit the affected connection.
Change the Stock Sync Delay field from 15 to 30 or 60 minutes.
Additionally, lowering the product sync frequency to under 1 hour can help maintain more consistent stock updates.
Note: The delay is in minutes, set to 30 but it may need to change to 60 depending on the store.
Alternatively, you could set up the Shopify Integration to use webhooks.Webhooks enable real-time order updates, providing a faster and more reliable synchronization option than time-based syncing.
Re-stocking after refunds
Restocking items in Shopify after a refund may double add stock if a return was also processed in Mintsoft.
Linked warehouse
Ensure the warehouse selected in Mintsoft's connection settings contains the stock.
Tips to improve stock sync efficiency
Adjust product sync frequency to under 1 hour.
Use webhooks for real-time synchronisation.
Regularly verify SKU matching and inventory tracking settings.
Alternative codes on products
If stock still not synchronising:
Go to the product in Mintsoft.
Click Actions then Edit.
Click Alternative Codes.
Delete any ALT Code with type Shopify-Unprocessable.
Stock should sync in the next cycle.
Products importing from different fulfilment location
Configure products from different fulfilment locations as DropShip Products in Mintsoft. This ensures Mintsoft ignores them during processing.
Order Import Issues
If Shopify orders are not importing into Mintsoft, check the following:
Order Tag limit
Mintsoft does not read more than twenty-three tags on a Shopify order, when it comes to the maximum number of tags we can import. An import error may show if more than twenty-three are attempting to import.
Error: An unknown error occurred when processing the order, please try again. If the problem continues please contact the Administrator.
Order payment status
By default, Mintsoft only imports orders with:
Paid status - imports normally.
Payment Pending - will not import unless configured otherwise.
Fulfilled in Shopify - will not import.
SKU matching
All SKUs in Shopify must match those in Mintsoft exactly (case-sensitive), or the order will not import. If products already exist in Mintsoft with matching SKUs, they will automatically sync without requiring manual deletion. Always ensure consistent SKU naming to avoid mismatched products.
API rate limit errors
If you receive 'Exceeded 2 calls per second for API client':
Standard limit: 40 requests per app per store per minute.
Maximum: 2 requests per second.
Shopify Plus stores have higher rate limits.
Country not found error
To resolve:
Verify the shipping address in Shopify is correct.
Check the country exists in Mintsoft's Country Mapping.
Resolve the import error and allow the order to import in the next sync cycle.
401 Unauthorized error
If you see '401 Unauthorized when attempting to get new orders', your Shopify account may be deactivated. Contact Shopify Support for assistance.
Orders importing from incorrect locations
To ensure orders import from the correct location:
Click Connect then Order Integrations.
Select Shopify.
Locate the account and click Edit.
Go to the Advanced tab.
Enable Only Import Orders Fulfilled from LocationId.
Fraud orders
If Shopify orders import as FRAUDRISK into Mintsoft:
Option 1: Accept the order to remove fraud risk and proceed with fulfilment.
Option 2: Cancel and delete the order from Mintsoft.
Note: Using webhooks will cause fraud-risk orders to be imported as NEW into Mintsoft before Shopify completes its fraud check.
To accept fraud risk:
Click Orders then Overview.
Search for the order.
Tick the order.
Select Mark Fraud Risk Accepted from the Bulk Actions dropdown.
Click Go.
Orders not importing to Mintsoft
If orders are missing:
In Shopify, go to Settings then Checkout Settings.
Select Do not automatically fulfill any of the order's line items.
Click Save.
Missing customer information
If imported orders have missing customer details (names/addresses replaced with periods):
Ensure the correct Mintsoft App version is installed.
Verify the Custom App method is no longer used.
Restricting Order Imports based on Shipping Zone
To import orders only from specific countries:
Firstly, create a Shipping Zone including the countries you want to fulfil for.
Next, click Connect then Order Integrations.
Click Shopify.
Click Edit on the affected connection.
Scroll down to Only Import Countries in Selected Shipping Zone.
Select the Shipping Zone.
Click Update.