Troubleshooting Fulfillment Rules

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

Reasons Shopify doesn't trigger the action

Most common reason: The order was on hold when Order Automator processed it

• If you have a checkout upsell app or an app that holds orders automatically, you need to set a delay
• Solution: See About order holds below to test and solve

The rule condition doesn't match the order data exactly

• Solution: Change the rule condition(s) to match the Shopify data exactly (Case matters)

There is no inventory at the destination location

• Shopify rejects a fulfillment or location change if the location you selected has no inventory
• Even digital products need to be assigned to an inventory 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 to only process paid orders

• Solution: Scroll to the bottom of the Auto Fulfill page to change this setting

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

Submitting a ticket

If you went through the checklist and couldn't identify the reason, 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)
• Screenshot of the order details (top part of the order details page in Shopify admin)
• Screenshot of the order timeline (timeline of events on the order details page)
• Screenshot or description of the rule you expected to trigger