Troubleshooting

Each heading below is a symptom. If none of them match, use the contact form.

SellingIO listens for these Shopify topics: app/uninstalled, app/scopes_update, products/create, products/update, products/delete, orders/create, orders/updated, orders/paid, orders/cancelled, orders/fulfilled, orders/partially_fulfilled, orders/edited, and inventory_levels/update.

Products not appearing after connecting

The first step is a pull of listings that already exist. Connection alone does not create products in SellingIO, and it does not write new listings to Shopify.

Confirm the install finished — the SellingIO app in Shopify admin shows Connected to SellingIO. Then check whether those listings show in SellingIO. Later creates and edits on Shopify arrive through products/create and products/update; a delete on Shopify arrives through products/delete.

If the store is not connected, go back to install the Shopify app. If it is connected and listings still do not show, use the contact form.

Stock not updating

Stock numbers live on a warehouse, mapped to a Shopify location (read_locations). A sale on another channel drops the shared stock number; SellingIO then writes the new number to Shopify through the inventory API (write_inventory). inventory_levels/update is how Shopify tells SellingIO that stock on Shopify changed.

Check that the Shopify location is mapped to the warehouse you intend — key concepts defines warehouse and mapping. If the mapping is missing, stock has nowhere to go.

If mapping looks right and stock on Shopify still does not move, use the contact form.

Orders missing

Orders arrive through orders/create, orders/updated, orders/paid, orders/cancelled, orders/fulfilled, orders/partially_fulfilled, and orders/edited. SellingIO does not request the buyer's email, name or customer ID from Shopify, so those stay empty on Shopify orders. The recipient's name, phone and address can also be empty when Protected Customer Data is not approved — empty is valid. See permissions.

If the order exists on Shopify, the store is connected, and it still does not show in SellingIO, use the contact form.

The app showing as disconnected

Shopify sends app/uninstalled when the app is removed: the connection is gone, and you install and link again to use the app. Shopify sends app/scopes_update when granted permissions change: the connection may still be active; missing scopes show up as sync errors, not as disconnected.

If you uninstalled on purpose, that is expected — see uninstall. If you did not, open the Shopify admin and check whether SellingIO is still installed. To connect again, follow install the Shopify app.