Troubleshooting Common Issues

Quick solutions to common problems you might encounter.

CSV Import Issues

Excel Files Not Supported

What you’ll see: “Excel files are not yet supported. Please save as CSV”

How to fix:

1. Open your file in Excel
2. Click File → Save As
3. Choose “CSV (Comma delimited)” format
4. Upload the new CSV file

No Provider Selected

What you’ll see: “Please select a provider first”

How to fix:

1. Use the provider dropdown at the top
2. Select an existing provider or create a new one
3. Then upload your CSV file

CSV Parsing Error

What you’ll see: “CSV parsing error” or “Failed to parse CSV”

Common causes:

• File is corrupted
• Special characters in data
• Incorrect delimiter (needs to be comma)

How to fix:

1. Open file in Excel or text editor
2. Remove any special characters or emojis
3. Make sure it’s comma-separated
4. Save and try again

Required Columns Missing

What you need: These three columns are required:

• Shopify Order Reference
• Processing Started
• Carrier Pickup

How to fix:

1. Check your column headers match exactly
2. Column names are case-sensitive
3. Don’t use variations like “Order Number” or “Ship Date”

Shopify Sync Issues

No Orders Found

What you’ll see: “No orders found in time range”

Common causes:

• Selected date range has no orders
• Store is new with no orders yet
• Orders are draft or archived status

How to fix:

1. Try “All Time” sync option
2. Check you have completed orders in Shopify
3. Make sure orders aren’t just drafts

Sync Taking Too Long

Normal times:

• Under 1,000 orders: 1-2 minutes
• 1,000-10,000 orders: 2-5 minutes
• Over 10,000 orders: 5-15 minutes

If it’s taking longer: The sync continues in background - you can leave the page and come back.

Export Failed

What you’ll see: “Failed to export data. Please try again.”

How to fix:

1. Wait a moment and try again
2. Try a smaller date range
3. Check your internet connection

Data Matching Issues

Orders Not Matching

Your CSV orders aren’t linking to Shopify orders.

How to fix:

1. Check order number format matches
2. We handle formats like: #1001, 1001, SHOP-1001
3. Make sure you synced Shopify orders first
4. Verify the orders exist in your Shopify admin

Dates Not Recognized

Accepted formats:

• 2025-09-13 (recommended)
• 09/13/2025
• Sep 13, 2025

How to fix: Format your date columns as YYYY-MM-DD in Excel before saving as CSV.

Still Need Help?

Contact support at with your store name and error message.