If an order in your store hasn't appeared in your Branvas dashboard, work through these three causes in order. The third one is the most common when everything looks connected.
1. Check the order is paid
Only paid orders sync to Branvas. An unpaid or pending Shopify order will never appear in your Branvas dashboard for fulfillment, no matter how long you wait.
If the order is still awaiting payment, that's your answer. It will sync once payment is captured from your Shopify store.
2. Check your store is still connected
Go to Connect Store in your dashboard and confirm that Shopify Store shows connected in green.
If it doesn't, reconnect the store and check whether the order appears afterwards.
3. Check whether the product listing was edited in Shopify
This is the most common cause when payment is fine and the store shows as connected.
If a product ID was edited or duplicated in Shopify after you published it, the link back to the original Branvas product breaks. Orders for that listing then have nothing to match against on our side, so they never arrive.
The fix:
Republish the affected products from Branvas to your store.
Don't modify them on the Shopify side afterwards. Make your edits — prices, titles, descriptions, images — inside Branvas instead. Product data flows from Branvas to Shopify and overwrites changes made on the Shopify side, so Shopify-side edits both get lost and break the order link.
To confirm your connection is otherwise healthy: publish a fresh product from Branvas and place a small test order on it. If that order appears in your Branvas dashboard, your store connection is working correctly and only the older listings are broken.
How to fulfill an order that didn't sync
Don't leave a real customer waiting while you sort out the listing. You can fulfill the order manually:
Place it through Branvas as a sample order, using your customer's shipping address.
The packaging is identical to a normal dropshipped order, so your customer won't notice any difference.
When tracking is issued, add the tracking number to the Shopify order manually, or email it to your customer directly.
Still not showing?
If the order is paid, your store shows as connected, and a freshly published product still doesn't produce an order in your dashboard, email [email protected] with the order date and the product involved and we'll trace it from our side.