Troubleshooting Fulfillment Rules

If a rule matches the Shopify data exactly at the time of processing, and Shopify allows the action, it will trigger the action.

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

Self help tips

1. Check the Logs section in the Dashboard page to see what actions happened on the order
2. If no answer there, open the rule you want to check (edit the rule)
3. Click Test Rule
4. Enter the order number and test the rule against that order
5. It will reveal what matches + the Shopify order data, without actually running the rule
6. Update the rule conditions if applicable

If you want to actually process the order, go to the Batch Process page to test rules on a single order.

Contact us for help investigating

Send us the order number, your myshopify url or store ID, a screenshot of the order timeline, 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

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: Enable the rule option to wait until holds are released. See About order holds.

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

• Rule condition(s) need to match the Shopify data exactly at the time the order is processed
• ✅ Solution: Open the rule in the editor and use the Rule Tester to compare the order data vs your rule data. Also check your case sensitive settings in the Settings page.

❌ Shopify did not permit the action

• Examples:
  • The fulfillment action you selected doesn't match what's available on the order details page
    • If you can't do the action manually, Order Automator cannot either
  • The product has no inventory at the selected location
  • Shopify shows 0 units left to fulfill
    • This means another app or person already performed a fulfillment action before Order Automator processed it
• ✅ 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 Fulfillment Rule Settings in Settings > App Settings 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