ShipStation Connector FAQ

Review the questions and answers below to learn more about ShipStation connector.

How long does it take for NetSuite Connector to bring my ShipStation order back to NetSuite?

ShipStation is not a 3PL, but a shipping software. Therefore, ShipStation picks up and drops off orders to and from NetSuite Connector rather than having NetSuite Connector push or pull orders from ShipStation. The frequency at which the data exchange occurs is determined by ShipStation. In the context of the custom store NetSuite Connector syncs to in ShipStation, NetSuite Connector is the marketplace. Therefore, when ShipStation notifies the marketplace of the shipment, it is notifying NetSuite Connector and providing the fulfillment data. Typically, the ShipStation custom store is configured to do that when you generate your shipping label but you can adjust that configuration in ShipStation. For more details, check the ShipStation documentation.

Can NetSuite Connector fulfill orders that were manually imported to ShipStation using a CSV file?

No. NetSuite Connector can only sync order fulfillments that used NetSuite Connector to sync to ShipStation.

For more information, read Can I sync fulfillments for my other stores in ShipStation with NetSuite Connector?

Instead of importing orders using CSV file to ShipStation, you can import the orders to NetSuite using CSV files. After the orders are in NetSuite, NetSuite Connector can sync those orders to ShipStation for fulfilling. Later, you can sync the fulfillment from ShipStation back to NetSuite.

Can I sync fulfillments for my other stores in ShipStation with NetSuite Connector?

No. NetSuite Connector can only sync order fulfillments that used NetSuite Connector to sync to ShipStation.

Can I sync the weight from ShipStation to my item fulfillments in NetSuite?

You cannot sync the weight from ShipStation to your item fulfillments in NetSuite. You will see a weight of 1 pound on the item fulfillment by default, unless overwritten by NetSuite. For more information, read Fields that can be Mapped to and from ShipStation.

Can I use one ShipStation custom store in ShipStation to connect to multiple ShipStation connectors in NetSuite Connector?

No. You must use one ShipStation connector account for each custom store.

Can NetSuite Connector sync the Hold Until field to ShipStation with the orders?

NetSuite Connector integrates to ShipStation through the ShipStation custom store. Custom Store integration does not support the Hold Until field through API and NetSuite Connector is therefore unable to sync that field. For more information, read Fields that can be Mapped to and from ShipStation.

Why is the order number in ShipStation different than the order number in NetSuite Connector?

If your NetSuite is configured to sync pick tickets, then you are using the item fulfillment record as the source of the ShipStation data. Therefore, the transaction ID from the item fulfillment in NetSuite is used as the order number in ShipStation.

Because multiple item fulfillments can be generated for a single sales order, using the same order number as that on the sales order could result in duplicate order numbers in ShipStation. Therefore, to avoid duplicate order numbers, NetSuite Connector uses the transaction ID for the order number in ShipStation.

Why are fulfillments not syncing from ShipStation back to NetSuite?

If an order is shipped in ShipStation but the fulfillment is not synced back to NetSuite, verify that ShipStation has sent a fulfillment notification to NetSuite Connector. Otherwise, resend the notification. ShipStation does this when it notifies the marketplace of the shipment. Refer to the ShipStation documentation to know how to configure ShipStation to notify the marketplace when orders are shipped, or to resend a marketplace notification.

Why do I have old or fulfilled orders in my ShipStation or ShipWorks connector?

NetSuite Connector pulls orders or pick tickets to the ShipStation Connector when those orders are in a certain state. When NetSuite Connector looks for those records in matching states, it checks for orders with a modified date that is more recent than the last check.

Following are the possible causes and their resolution for old or fulfilled orders in your connector:

In a default configuration, many older orders in your connector means many of those orders are either of the following:
- Waiting to be picked up by ShipStation
- Picked up and not yet returned.
To fix this issue, verify the NetSuite Connector credentials in ShipStation configuration. You can validate the credentials by logging into NetSuite Connector with those credentials. Make sure you actually type the credentials and not use your browser’s cached credentials.
If you are using the NetSuite Connector corrections feature, then make sure you do not have an automation in NetSuite that is changing the older orders. When many orders appear with corrections, it usually means that some automation is updating those orders, causing the modified date on those orders to change. These changes to modified date cause NetSuite Connector to pull the orders back into ShipStation connector.

These orders are often already shipped and need not go to ShipStation. Also, ShipStation knows that these orders are already shipped.

As the number of orders for ShipStation grow, the speed at which ShipStation retrieves the orders slows. When this speed significantly slows can lead to other issues.

Review your NetSuite automations and make sure you do not unnecessarily save old orders when you are not actually changing them. For example, you write a workflow to change field X to value Y, but do not build in a condition to first see if Y is already set. Due to this issue, each time the workflow runs, all records in which the workflow looks are saved. If you must make some change to your orders, make sure you save the order only when the change is actually made.

If you either fulfill the old orders or do not want to fulfill those orders, you can cancel those orders in NetSuite Connector. For more information about cancelling orders, read Deleting and Canceling Orders in NetSuite Connector.

How do I view the activity logs in ShipStation?

ShipStation lets you view the activity log of your NetSuite Connector custom store and individual orders. For more details, refer to the following links:

To view the activity of a store in ShipStation, read the ShipStation support article – https://help.shipstation.com/hc/en-us/articles/360026158431-Store-Activity-Log
To view the activity of an order in ShipStation, read the ShipStation support article – https://help.shipstation.com/hc/en-us/articles/360025869072-Edit-Order-Details