Troubleshooting Fulfillment Rules

If the rule conditions match the Shopify data at the time of processing + Shopify allows the action, Order Automator will execute that rule 100% of the time.

Common reasons a rule doesn't trigger as expected

The order was was on hold (by a checkout upsell app, 3rd party marketplace, etc)
- See About order holds below for the solution
The rule condition doesn't match the order data exactly
There is no inventory at the destination location
The action you selected was not possible (ex: product not assigned to the selected location)
You have multiple fulfillment rules competing on the same line item
- Solution: add more rule conditions to make sure only 1 rule triggers on the item that you want
The order was not paid and you have the setting enabled to only process paid orders
The rule was not enabled

About order holds

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

If a fulfillment rule didn't process on an order, see Testing Orders to rerun your fulfillment rule. If the rule triggers now, it means that the order was on hold at the initial time of processing.

If you have an app that holds orders, the solution is:

Go to the Dashboard page in Order Automator and set a delay for 65 minutes
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

Submitting a ticket

If you still aren't sure why a rule didn't trigger, send the information below and we'll help you understand why.

The url of the order details page (to get the order ID + your store ID)
A screenshot of the entire order details page (order contents + timeline)
A screenshot of the rule you expected to trigger