Shopify integration reference
Finding an order across systems, what happens when the Shopify app is reinstalled, and matching delivery methods.
Practical detail for the parts of a Shopify integration that come up most often in support: finding the same order across systems, what happens if the Shopify app is reinstalled, and how delivery methods need to line up.
Finding the same order across systems
A Shopify order is identified differently depending on which system you're looking at it from. In Shopify you'll usually search by the order name (for example #1234) or order number. In your ERP or warehouse system, the same order shows up under whatever reference HC has mapped it to on that side, which is not always the Shopify order name or number.
If you can't find an order using its Shopify name in your ERP or 3PL, that's expected rather than a sign something has gone wrong. Search by an alternative reference instead, such as the Shopify order ID or the ERP's own sales order number. If you're not sure which field to search by for a given system, ask HC — the exact mapping depends on how your integration was configured.
Reinstalling the Shopify app
HC connects to Shopify through an app installed on your store, authorised with a specific set of permissions (scopes). If that app is uninstalled and reinstalled — for example because a change means it needs an additional permission — syncing stops until the app is reinstalled and re-authorised.
Reinstalling requires store owner-level access in Shopify. A staff account without full permissions may not be able to grant every permission the app requests.
Nothing syncs between the app being removed and the reinstall completing.
If you're planning to reinstall the app, tell HC beforehand so the gap is expected and anything missed during it can be picked up afterwards.
Separately, Shopify periodically emails store owners about permission updates for installed apps. These notices go out broadly, including for permissions HC's app doesn't use, so an email like this is not on its own a sign that action is needed — check with HC before treating it as urgent.
Delivery and shipping methods
The delivery method name set on a Shopify order needs a matching entry configured on the ERP side. If an order uses a delivery method name with no corresponding entry, the event fails rather than falling back to a default. If you add a new shipping method or courier in Shopify, ask HC to add the matching entry in your ERP at the same time, so orders using it don't fail.