Troubleshooting Fulfillment Rules

If a rule matches the Shopify data exactly at the time of processing, it will trigger the action. If it does not match, no action will be taken.

If a rule doesn't trigger as you expect, it's because of 1 of the checklist reasons below.

Quick help during business hours

Send us the order number, your myshopify url or store ID, and what you expected to happen and we can look up the order logs to confirm rule matches or Shopify restrictions.

• Click the floating contact icon in the app or contact us here: orderautomator.com/contact
• Business hours: Monday - Friday, 9 - 5 Eastern US Time

Self help tips

1. Open the order details page in Shopify
2. In another tab open your rules page in Order Automator and compare with the checklist below
3. (Optional) Go to the Batch Process page to test rules on a single order
4. If you aren't able to identify the reason, send us the following information and we will help you investigate what needs to be changed:
   1. Order number
   2. Your myshopify url or store ID
   3. What you expected to happen + a description or screenshot of the fulfillment rule

Reasons why a rule didn't do what you expect

❌ The order was on hold when Order Automator processed it

• If you have a checkout upsell app or an app that puts an order on hold, fulfillment actions are not possible until that hold is released
• ✅ Solution: See About order holds below to test and solve

❌ The rule condition doesn't match the order data exactly

• Rule condition(s) need to match the Shopify data exactly at the time the order is processed (Case matters)
• ✅ Solution: Check the rule vs order data, adjust, then test by process the order again manually.

❌ Shopify does not permit the action

• Examples:
  • The fulfillment action you selected doesn't match what's available on the order details page
  • The product is not assigned to the selected location
  • The product does not have fulfillable inventory at the selected location
• ✅ Solution: Check what actions you can take on the order details page. Order Automator can perform the option(s) available there (fulfill, request fulfillment, change location, etc)

❌ You have multiple fulfillment rules with different actions that matched the line item

• ✅ Solution: The most recently created fulfillment rule takes priority. If you want a different rule to take priority, edit that rule or add extra conditions to make sure only that rule matches the line item

❌ The order was not paid and you have the setting to only process paid orders

• ✅ Solution: Check the setting at the bottom of the Auto Fulfill page for processing paid orders, and compare with the order payment status at the time it was processed by Order Automator

❌ The rule was not enabled

• ✅ Solution: click the icon in the Enabled column next to the rule

About order holds

Some apps put a hold on new orders for a set time. During this hold, fulfillment actions aren't possible.

See Testing Orders to quickly test this by rerunning your fulfillment rule.

If the test does not trigger the rule, it's one of the other reasons above.

If it triggers the rule it means the order was on hold at the initial time of processing, but now the hold been released. This solution solves that problem:

1. Go to the Dashboard page in Order Automator and set a delay for 65 minutes
2. Most of the time the hold period is 60 minutes, but if you want to confirm, contact the app that holds orders and ask how long is the max hold time