This order isn't fulfilled, so it wasn't synced to Xero

Your store is set to sync orders only once they have shipped. This order hasn't been fulfilled in Shopify yet, so it is waiting rather than failing.

The setting sits under Auto sync orders on order fulfilled on Setup - Advanced. There are two versions of it, and only one can be on at a time:

• Only sync partially or fully fulfilled orders — the order syncs as soon as part of it is fulfilled.
• Only sync fully fulfilled orders — the order waits until every item on it is fulfilled. A partially fulfilled order keeps waiting.

Check which one your store has on, because it changes what you need to do next.

You have two options. Fulfil the order in Shopify — far enough to satisfy whichever of the two settings is on — and it will sync on its own. Or, to send it now regardless, select the order in Dashboard - Orders and click Post to Xero.

If you would rather sync every order at checkout instead of on despatch, turn that setting off in Setup - Advanced. It changes when your revenue lands in Xero, so check it suits how you recognise revenue first.

Still stuck? Email us at help@hyvelabs.co with your shop URL and the order number.