Work through three causes in order:
Is the order paid? Only paid orders sync. An unpaid or pending Shopify order never appears, no matter how long you wait.
Is the store connected? Connect Store should show green Connected. Reconnect if not.
Was the product edited in Shopify? (Most common when 1 and 2 check out.) Editing or duplicating a product ID in Shopify breaks the link to the Branvas product, so its orders never arrive. Fix: republish the affected products from Branvas, and make all future edits inside Branvas. Product data flows one-way from Branvas to Shopify and overwrites Shopify-side changes. To confirm the connection is otherwise healthy, publish a fresh product and place a small test order on it.
Fulfill the stuck order manually so your customer isn't waiting: place it through Branvas as a sample order with your customer's shipping address (the packaging is identical to a normal dropshipped order), then add the tracking number to the Shopify order manually. Still stuck? Email [email protected] with the order number.