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What question is your article answering?Orders Suddenly Stopped Syncing to Your Shipping or Channel Platform

If your orders were previously flowing smoothly into a connected shipping or channel-management platform—and then suddenly stopped exporting or slowed down dramatically—this article explains what's happening and how to get it resolved quickly.

What This Issue Looks Like

You may notice one or more of the following:

    • New orders are staying in your WSM store but are not appearing in your connected platform.
    • Orders that used to sync within minutes are now taking a very long time (or never arriving).
    • Orders appear "stuck" in your store with no export activity.
Common platforms where this happens include order-syncing and channel-management tools such as Rithum/ChannelAdvisor and Cart Rover/Ship Edge, among others.Why This Happens

The cause can vary. Sometimes it's a connection or sync-process issue between WSM and the external platform; other times it can be a setting on either side that's affecting how orders flow.

Because the reason isn't always the same, our support team needs to investigate to determine what's actually causing the interruption. There's no single definitive diagnosis that applies to every case, so the best next step is to reach out to our support team so we can trace what's happening.

How to Get It Fixed

To help us resolve this as quickly as possible, contact WSM Support and include the following details:

    • Which platform is affected — for example, Rithum/ChannelAdvisor, Cart Rover/Ship Edge, or another connected tool.
    • When the orders stopped syncing (or slowed down) — the approximate date and time you first noticed the problem.
    • Specific order numbers that are stuck — a few example order numbers that failed to export helps our team investigate directly.
The more detail you provide up front, the faster our team can trace the connection and restore normal order flow.Notes
    • This article covers cases where a previously working integration stops or slows down. Setting up a brand-new integration for the first time is a separate process—please open a setup request if that's what you need.
    • Once our team restores the sync, stuck orders typically begin exporting again automatically. We'll confirm with you once the connection is working normally.