Use this guide when a connected product, stock level, price, order or fulfilment does not appear where you expect it.
Sign in at pro.oblist.com → Products → Shopify Sync Hub.
Never send your Shopify Client Secret, access token or other credentials in chat. The team only needs the store domain, product or order reference, timestamps and the visible Activity result.
Important: a vendor-Shopify refund is not a customer refund
Refunding or cancelling an order in your Shopify store does not automatically refund or cancel the customer order on The Oblist. The vendor-side webhook only signals the case to The Oblist for review; it never executes the buyer refund or changes The Oblist accounting by itself.
This general rule does not require an order lookup. An order number is needed only if you want the team to verify what happened on one specific order. Use the Vendor Dashboard order workflow or its current chat for that case.
What the connection synchronizes
Data or action | Direction | Source of truth / rule |
New product import | Your Shopify → The Oblist | Import creates a linked Draft. Complete the Oblist fields and send it for review before it can go live. |
Inventory | Selected Shopify inventory location → The Oblist | Update linked stock in the selected Shopify location. Other locations are ignored. |
Base and variant prices | Your Shopify → The Oblist when Auto-sync prices from Shopify is on | If auto-sync is off for a product, Shopify price changes are ignored but stock still synchronizes. |
Variants | Your Shopify → The Oblist | Options, quantities, prices when enabled, and variant images can update. New or removed variants can also synchronize. |
Editorial listing content | Managed on The Oblist after import | Shopify title changes are deliberately not copied after import. Description, category and the main product gallery should also be maintained in the Vendor Dashboard. |
Orders | The Oblist → your Shopify | New eligible orders are created in the connected Shopify. The Oblist Vendor Dashboard remains the operational reference. |
Fulfilment and tracking | Your Shopify → The Oblist | Fulfilling the synced Shopify order is supported; its tracking should return to The Oblist and the customer flow. |
Refund or cancellation started in your Shopify | Signal to The Oblist only | It does not automatically refund or cancel the customer order on The Oblist. Use the Vendor Dashboard/chat for the customer decision. |
Advanced pricing and market availability remain managed on The Oblist. A store whose primary currency is not EUR displays converted EUR amounts during import and synchronization.
Read the four Hub tabs
Synced: linked products, Oblist status, stock mode, Live on The Oblist when a marketplace product exists, and Last sync.
Import: products available from your Shopify plus Link Existing Products for pieces already on The Oblist.
Activity: Product Import, Inventory Update, Product Update and Order Sync events, with direction, timestamp and Success, Error or Partial.
Settings: store information, selected inventory location, customer-profile option and disconnect action.
Activity is the first place to check when a value did not move. A green Connected badge or System status alone does not prove that one specific product or order synchronized successfully.
Connection error or expired credentials
If the Hub displays Shopify Connection Error or Shopify Connection Expired:
Click Reconnect Shopify.
Confirm Reconnect Now. The old connection is disabled so you can enter the current store domain, Client ID and Client Secret again.
Reconnect the same store. Existing product mappings are preserved.
Return to Synced and Activity to confirm the next event.
A reconnect may be required if the Custom App was uninstalled, its permissions changed, its credentials were replaced or automatic credential refresh failed.
If the page reports a missing permission, update the Custom App scopes in Shopify, release the new app version, install/reinstall it for the store, then reconnect. The Inventory Location selector specifically requires read_locations.
For the complete first-time Custom App setup, see How to Add and Sync Products.
Import a new product or link an existing one
Product is not yet on The Oblist
Use Import New Products, select the Shopify products and choose Import. Every imported product is created as Draft, even though its Shopify mapping already exists.
Open the Draft from Products, complete the required Oblist information—such as dimensions, origin, delivery time, attributes and any missing media—then use Send for review. Importing or linking does not bypass curation.
Product already exists on The Oblist
Do not create a duplicate. In Import, a matching item can display Already on The Oblist — Use “Link Existing Products” below to connect.
Open Link Existing Products.
Select Auto-detect Matches.
Review the suggested Shopify product; never confirm a match only because the names look similar.
If the correct item is not suggested, use Can't find it? Search all your Shopify products….
Confirm Link This Product or Import & Link This Product, depending on the row.
Linking adopts the selected Shopify product's stock, fixed/MTO inventory policy and out-of-stock behaviour. Verify those values immediately after linking.
Sold-out product cannot be linked
The current auto-link flow skips a fixed-stock Oblist piece when its available stock is 0. To make it linkable:
enter real available stock if units exist; or
use Made to Order only if the piece is genuinely produced on demand.
Then run Auto-detect Matches again. Do not use MTO merely to bypass the block.
“Complete info to activate sync”
This warning means the product is already linked but its Oblist status is still Draft. It is not proof that the mapping itself failed. The connection can already receive mapped data, but buyers cannot purchase the listing until you complete it, submit it and it becomes Approved.
Stock is wrong or did not update
In The Oblist Vendor Dashboard, open Products → Shopify Sync Hub → Settings → Inventory Location and note the selected warehouse. This selector is on
pro.oblist.com, not in Shopify Admin.Then open Shopify Admin and update the product quantity in that exact Shopify location. Updates from other locations are intentionally ignored.
Confirm the product appears under Synced and note its Last sync.
Open Activity and look for the latest Inventory Update for the product/variant and the direction
Your Shopify → The Oblist.Check that the correct Shopify variant is mapped to the correct Oblist option.
Changing Inventory Location triggers a full inventory resync and replaces linked stock with quantities from the new location. Confirm the location carefully before accepting the change.
For linked products, do not alternate stock edits between Shopify and The Oblist: the next Shopify event can replace a manual Oblist quantity. Maintain the selected Shopify location as the source of truth.
Price is wrong or keeps changing back
Open the product in the Vendor Dashboard and check Auto-sync prices from Shopify under Price & Inventory.
On: edit base and variant prices in your Shopify. The connected store is the source and its currency is converted when required.
Off: Shopify price changes are ignored for that product. Manage the Oblist reference price, promotions and Advanced pricing manually. Inventory still synchronizes.
If auto-sync is on and a price edited on The Oblist changes back, that is expected source-of-truth behaviour. If the Shopify price itself does not arrive, check Activity → Product Update and include the affected variant and currencies in any support request.
Market-specific Oblist prices and availability are not replaced by the basic Shopify price toggle; review Advanced pricing by market separately.
A title, description or main image did not update
The connection is not a complete mirror of every Shopify field.
Shopify title changes are deliberately not copied after import.
Maintain the Oblist description, product type/category and main gallery in the Vendor Dashboard.
Variant options, quantities, prices when enabled and variant-linked images are the fields designed to continue synchronizing.
Edit editorial content on The Oblist and follow the normal review rules for critical changes.
A variant was added, removed or mapped incorrectly
A Shopify Product Update can add new variant options, update existing quantities/prices/images and remove deleted mapped variants on The Oblist.
Check Activity → Product Update for how many variants were updated, created or removed. If the wrong Shopify product or option was linked, do not delete a live product or one with pending orders merely to retry. Open Vendor Dashboard chat so the mapping can be checked safely.
A new order is missing from your Shopify
Order synchronization is active for connected stores, even though the Settings screen may still contain the older text coming soon.
It applies to new eligible orders synchronized after the Shopify connection is active; it does not promise a backfill of older orders.
The Shopify copy helps your operational tools, but the order in the Vendor Dashboard remains the reference for status, shipping requirements and communication with The Oblist.
The buyer's real email is not shared. Orders use a private relay email.
If an ERP requires a Shopify customer object, enable Settings → Create customer profiles for synced orders. This only affects upcoming order syncs. See Create customer profiles for synced Shopify orders.
If an order exists in the Vendor Dashboard but not in your Shopify, check Activity → Order Sync. Continue handling the real order in the Vendor Dashboard and send the order number plus the Activity status/error to support; do not create a second customer order manually as a substitute.
Fulfilment or tracking did not return to The Oblist
You may fulfil a synced order in your Shopify. The fulfilment webhook should return carrier and tracking data to The Oblist.
After fulfilment:
verify that the correct synced order and line items were fulfilled;
confirm the tracking number and carrier in Shopify;
check the corresponding order in the Vendor Dashboard;
if it is missing, provide the Oblist order number, Shopify order number, tracking number, fulfilment time and screenshot in chat.
Do not create repeated fulfilments just to force a retry. The team should inspect the mapping/webhook when the first valid fulfilment did not arrive.
Refunds and cancellations
A refund or cancellation made in the vendor Shopify does not execute the customer refund on The Oblist and does not change The Oblist accounting automatically. It only signals the team for review.
Use the order workflow in the Vendor Dashboard or its chat for any rejection, cancellation, return or refund decision. Never tell the buyer that a refund is complete based only on the status in your Shopify.
Disconnecting, archiving or deleting
Disconnect Shopify: already imported products remain on The Oblist, but future synchronization stops.
Reconnect: the existing mappings are preserved when the same seller connection is restored.
Archive/delete in your Shopify: this does not automatically remove the product from The Oblist. Manage the Oblist listing from its product editor. Never delete a product with pending orders.
When to contact the team
Use the chat inside your Vendor Dashboard after the relevant self-check above when:
Activity shows Error or Partial;
reconnecting or reinstalling the required permissions does not restore the connection;
a correct stock or price event from the selected source does not reach The Oblist;
an order or fulfilment is missing;
the product/variant mapping is wrong or unsafe to change yourself.
Include:
Shopify store domain—never credentials;
Oblist product Edit URL or order number;
Shopify product/variant or order number;
selected inventory location when stock is involved;
Last sync, Activity timestamp, direction, status and visible error;
expected result, actual result and screenshot.
Fin can explain and collect this diagnostic information. A teammate is required to repair mappings, inspect failed webhooks or make customer refund/cancellation decisions.