If orders from your sales channel aren't appearing in SKULabs, or listings aren't syncing correctly, this guide will help you find the cause. Work through each section in order — most issues are resolved in the first few steps.
How order sync works
SKULabs pulls orders from your sales channels automatically every 1–10 minutes when order sync is enabled. It does not receive orders in real-time via push — it polls your channel's API on a schedule. This means there's always a short delay between an order being placed and it appearing in SKULabs.
There are three main sync types relevant here:
Orders sync — pulls new and updated orders from your sales channel into SKULabs
Listings sync — pulls product listings from your sales channel so SKULabs can link orders to the correct items
Stock sync — pushes inventory levels from SKULabs out to your sales channels (outbound only)
Step 1: Confirm orders sync is enabled
The most common reason orders stop importing is that order sync has been disabled for that store.
Go to Settings > Stores and click the edit icon for the affected store.
In the store settings, confirm that Enable orders sync is toggled on.
Also confirm the store itself is set to Active. An inactive store will not sync regardless of other settings.
If Enable auto-synchronization is off, orders won't sync automatically in the background — you'll need to trigger syncs manually from the dashboard.
If anything was disabled, re-enable it and wait a few minutes for orders to start importing.
To trigger a manual sync immediately, go to your Dashboard and click the sync button on the store tile.
The store settings page also shows Last orders import and Last listings import timestamps. If these show a very old date or "Never", sync hasn't run recently and may be disabled or broken.
Step 2: Check your order status filter settings
SKULabs only imports orders that match the statuses configured for your store. If an order's status on your sales channel doesn't match what SKULabs is configured to import, the order will be silently skipped.
Each channel has its own default statuses and its own way to configure this:
Shopify
SKULabs imports Shopify orders in open payment status by default. Orders on hold, in draft, or with other payment statuses may not import automatically. Check your store's Access credentials & integration settings panel to see the configured statuses.
BigCommerce
By default SKULabs imports orders in these statuses: Awaiting Fulfillment, Awaiting Shipment, Awaiting Pickup, Awaiting Payment, Partially Refunded, Pending, Partially Shipped, Shipped, and Cancelled. If your BigCommerce store uses custom status names, you must enter the original BigCommerce status name (not the renamed version) in the Statuses field.
To configure: Settings > Stores > (your store) > Access credentials & integration settings > Statuses
See also: BigCommerce Orders Status
WooCommerce
By default SKULabs imports WooCommerce orders in processing status only. If you need to import orders in other statuses (e.g. pending, completed, or custom statuses), add them to the Statuses field in your store's integration settings — one per line.
See also: WooCommerce Order Status
Amazon & Walmart
Amazon and Walmart orders have internal reporting delays — new orders may take up to 15–30 minutes to appear in their APIs after being placed, regardless of SKULabs sync frequency. This is a marketplace limitation, not a SKULabs issue. If orders are consistently missing after that window, check your store's integration settings.
Other channels
For all other channels, go to Settings > Stores > (your store) > Access credentials & integration settings and review the Statuses or order filter settings.
Step 3: Check if orders are in the Archived view
Orders that SKULabs cannot confidently confirm as fulfillable are moved to the Archived view rather than appearing in the active processing queue. This is a safeguard — not an error.
Common reasons an order gets archived:
The order's status on your sales channel changed to one SKULabs isn't configured to import
The order was fulfilled in another system
The order has a payment issue (pending, refunded, partially refunded) and your settings exclude those statuses
The order is old enough to fall outside the automatic import window
To find archived orders: Go to Orders and look for the Archived filter or tab.
To unarchive: Update the order's status on your sales channel to a fulfillable status (e.g. paid and unshipped) — SKULabs will pick it up on the next sync. If that's not possible, contact SKULabs support to manually unarchive it.
See also: Archived Orders
Step 4: Check for sync errors
If SKULabs encountered an error while trying to sync your store, orders may stop importing until the error is resolved.
Go to your Dashboard and look for a sync error indicator on the affected store tile.
Click into the store to see the error message.
Common causes: expired OAuth tokens, API credential changes, or permission issues on the sales channel side.
If the error mentions an expired token or authentication failure, reconnect the store: go to Settings > Stores, find the store, and follow the reconnection flow for your channel.
Step 5: Check your store connection and credentials
If you've recently made changes to your sales channel — changed your domain, updated API credentials, upgraded your platform, or reinstalled the SKULabs app — the connection may have broken.
Shopify: confirm the SKULabs app is still installed and authorized in your Shopify admin
WooCommerce/Magento: confirm your admin URL, domain, and port haven't changed. Update them in Settings > Stores > (your store) > Access credentials & integration settings if they have
BigCommerce, Amazon, Walmart, and others: confirm your API keys and credentials are still valid in the store's integration settings
See also: I've just changed the configuration of my WooCommerce/Magento store — what should I check?
Listings not importing or syncing correctly
If orders are importing but items aren't linking correctly — or you can't find a product in SKULabs — the issue is usually with listings sync, not orders sync.
Run listings sync
Listings aren't imported automatically on an ongoing basis — you need to run a manual listings sync after making changes to products on your sales channel:
Go to your Dashboard.
Find the store and click Run listings sync.
Wait for the sync to complete, then search for the listing again.
You can automate listings sync from Settings > Advanced > Automation if you need it to run regularly.
Listing not appearing after sync
If a listing still doesn't appear after running sync, work through this checklist:
Search for the listing's SKU in the main search bar (top right) — it may have synced but failed to build into an item.
Go to Inventory > Listings tab and search for the SKU. Make sure your filters show all stores and include active, inactive, and unconfigured listings.
Check the Wizard (Inventory > Wizard) — listings that synced but didn't create items may be waiting there for configuration.
Verify the SKU on your sales channel exactly matches what you're searching for. SKU mismatches are highlighted in yellow on the Listings tab.
Check for duplicate SKUs or barcodes — if another product already uses the same SKU or barcode, the new listing may merge with it instead of creating a new item.
For Amazon and Walmart: new listings may take several hours to appear in marketplace reporting APIs before SKULabs can import them.
Check if the product is visible/active on your sales channel — hidden or out-of-stock products may not be returned by the channel's API.
Inventory not syncing to my sales channel
If SKULabs inventory levels aren't updating on your sales channel, the issue is with stock sync (outbound), not orders or listings sync.
Go to Settings > Stores > (your store) and confirm Enable stock sync is toggled on.
If you made stock changes outside of SKULabs, run a manual stock sync from your dashboard to push those counts to your channel.
Make sure listings in SKULabs are correctly linked to items — unlinked listings won't receive stock updates.
Frequently asked questions
How long does it take for a new order to appear in SKULabs?
Typically 1–10 minutes depending on your account's sync frequency. Amazon and Walmart orders may take up to 15–30 minutes due to marketplace-side reporting delays.
An order disappeared from SKULabs — where did it go?
It most likely moved to the Archived view. This happens when the order's status on the sales channel changes to one that SKULabs isn't configured to import as fulfillable. Check the Archived view and review your order status filter settings.
Can SKULabs import orders older than a few months?
Each channel has its own API limit on historical order retrieval. Importing extensive historical orders (months or years) is available as a paid service for Pro and Enterprise accounts. See How to import historical orders from my sales channel.
Why is an order on my sales channel showing as "fulfilled by SKULabs" when I didn't ship from SKULabs?
This is usually a Shopify labeling issue. When SKULabs sends a tracking number update to Shopify, Shopify logs it as SKULabs having fulfilled the order. See Why does Shopify say "SKULabs sent a shipping confirmation email"?
My listings sync keeps running but nothing imports. What's wrong?
Usually caused by SKU or barcode conflicts — products on your channel share identifiers with existing items in SKULabs, so the sync merges them instead of creating new ones. Check the Wizard for items waiting to be configured, and review your channel's product catalog for duplicate SKUs or barcodes.
Related articles