Why an order hasn't reached Xero yet

Most orders show up in Xero a minute or two after your auto sync settings say they should. If one is taking noticeably longer, it's usually for one of the reasons below rather than anything being broken.

Why one might take longer

When a lot of orders come in at once, we send them across steadily rather than all together. Xero doesn't take kindly to everything arriving at the same moment, and pacing them is what keeps them from failing. That's why a busy morning can trickle into Xero one order after another.

We can also hold your orders back for a set time before they go, so any tidying up you do in the first few minutes after checkout ends up on a single invoice rather than an invoice plus a string of corrections. That's switched off unless you've asked us for it. If it sounds useful, email us and say how long you'd like us to wait.

When nothing is on its way

Sometimes an order isn't late at all — it's sitting exactly where your settings put it. Open Dashboard - Orders and look at the Xero status:

• Auto sync orders is off, so nothing goes on its own. Pick the orders you want and use the Post to Xero button.
• You post on fulfilment. With Auto sync orders on order fulfilled on, an order waits until you've fulfilled it in Shopify.
• The order hasn't been paid and your setup leaves unpaid orders out. It'll go once it's paid.
• The status says Transit. It's part of a summarised invoice, waiting for its payout to close.
• The status says Pending. The invoice is in Xero, but a payment gateway still needs pointing at an account before the payment can follow.

What to do

Give it a few minutes, then find the order on Dashboard - Orders. The status tells you where it's got to, and the View or Fix button spells out what happened and what to do about it.

If it's been sitting far longer than that and the row gives you nothing, send us your Shopify store URL, the order number and whatever message is showing on the order, and we'll take a look.