Location: Settings → Multi-Vendor Settings → Vendor Shop Sync Settings → Order Sync Settings
Purpose: Explain each option on the Order Sync settings panel, what it does, how it affects order flow between Merchant and Vendor stores, recommended usage, and troubleshooting tips.
Quick summary
The Order Sync settings control whether and how orders placed on the merchant (marketplace) store are pushed to connected vendor stores. These options determine which orders are pushed, how customer data is shared, and whether orders for unmapped (unsynced) products are pushed. Use these settings to balance automation with privacy and control over vendor fulfilment.
Prerequisites
Before Order Sync works end-to-end:
- The Vendor Store Connect / Vendor Store Sync module must be enabled for the vendor.
- The merchant must have purchased and enabled the Order Push add-on for the vendor platform (e.g., Vendor Shopify Order Push).
- The vendor must have connected their store (Shopify, WooCommerce, etc.) via the Vendor Portal → Vendor Website Sync → Connect flow.
- Ensure Inventory Sync is enabled if you expect stock or variant details to be in sync.
Where to find these settings
- Admin dashboard → Multi-Vendor Settings (left nav).
- Click Vendor Shop Sync Settings (bottom left orange button).
- Switch to Order Sync Settings (tab at top).
- Toggle the checkboxes you want and click Save.
Detailed explanation of each setting
1. Enable Order Sync (checkbox)
What it does:
When enabled, orders placed on the merchant marketplace are pushed to the connected vendor’s store(s). It is the master switch—if this is turned off no orders will be pushed.
When to enable:
When you want vendors to receive marketplace orders directly in their own stores so they can handle fulfilment.
Notes:
When ‘Enable Order Sync’ is disabled, orders will NOT be pushed to the vendor’s own store.
In this case:
- Sellers (vendors) will have to log in to the Shipturtle Vendor Portal to fulfil the orders manually.
- OR the merchant can fulfil the order on behalf of the vendor from the merchant side.
- Vendors will still see orders in Shipturtle’s vendor panel, but those orders will not be created on the vendor’s external store.
2. Push Only If Order Paid (checkbox)
What it does:
When enabled, only orders that are paid (payment status = paid) on the merchant store will be pushed to the vendor’s store.
When to enable:
If you require vendor fulfilment only after funds are secured (common for prepaid payment methods).
Important details:
- Useful to prevent vendors from packing/shipping unpaid or pending orders (COD or pending payments).
- For COD or manual payment flows, orders will not be pushed until they are marked paid on the merchant store (unless merchant marks them paid manually).
Example: Customer places COD order → merchant receives it as unpaid → vendor will not receive the order until merchant marks it as paid (or if the merchant changes the payment status).
3. Push orders for un-synced Products (checkbox)
What it does:
If enabled, orders that contain unmapped/unmatched products (products that aren’t mapped to vendor products in the vendor store) will still be pushed to the vendor store.
When to enable:
Enable this when you want the vendor to receive and process orders even if product mapping is incomplete — avoids manual intervention for unmapped SKUs.
When to leave disabled:
If you want tighter control such that only mapped (approved) products are pushed, and unmapped items must be resolved first.
Notes & behavior:
- The push will attempt to create order lines on the vendor store even if product SKU/ID doesn’t match. Behavior can vary by platform — Shipturtle will try to push the item as-is.
- This is helpful for marketplaces where vendors list new or ad-hoc stock from their own store.
4. Override Customer Info with Merchant Details (checkbox)
What it does:
When checked, merchant details replace the actual customer details when pushing orders to vendor stores. That means vendor gets merchant’s name/email/phone instead of the real buyer’s details.
Why use it:
- To protect customer privacy or comply with merchant policies about sharing customer contact info with vendors.
- To centralize customer communication through the merchant rather than having vendors contact customers directly.
When not to use it:
If vendors need direct customer contact to coordinate delivery, or when platform rules require customer data to be shared.
What gets replaced:
Typically name, email, phone, and other customer contact attributes. Other order attributes (shipping address, items, totals) may still be pushed — see platform specifics.
Typical order push workflow
- Customer places order on Merchant store.
- Order is created in Merchant store → Shipturtle records it.
- If Enable Order Sync is ON and required add-ons are active:
- Shipturtle evaluates rules: is order paid (if’ Push Only If Order Paid’ enabled)? Are products mapped (Push orders for unsynced Products)?
- Order is pushed to the Vendor store (created there) — vendor receives email notification.
- Vendor fulfils and adds tracking on their store.
- Shipturtle picks up tracking info and syncs it back to the merchant store (order status/tracking auto-update).
Platform limitations & considerations
- Exact behavior of order creation and which order fields are supported depend on the vendor platform (Shopify, WooCommerce, etc.). Some platforms may not accept certain metafields, custom attributes, or payment statuses.
- Refund sync, advanced metafields, and item-level edits may not always be supported by all vendors’ platforms. Shipturtle flags these limitations in platform-specific flows.
- When Locations are used on merchant or vendor stores, by default orders are pushed to the merchant’s default location unless you enable the Locations Add-On.
Order edits & cancellations
- Merchant edits to order-level fields (email, phone, tags, notes, some address attributes, marketing preferences) are automatically pushed to the vendor store.
- Item-level edits (changing quantity of a line item, swapping products) are generally not synced. These require manual handling.
- Order cancellations on merchant store are pushed to vendor store automatically (if Order Sync is enabled), cancelling the vendor’s order as well.
Security & privacy
- Use ‘Override Customer Info with Merchant Details’ when you need to protect buyer privacy.
- Consider legal/regulatory rules for sharing customer PII (especially for cross-border marketplaces) before enabling full customer detail forwarding.
Troubleshooting & tips
1. Orders not appearing on vendor store
- Confirm Enable Order Sync is ON and the Order Push add-on is active for that vendor platform.
- Check vendor store connection status in Vendor Portal → Vendor Website Sync.
- If Push Only If Order Paid is enabled, verify payment status on merchant order.
2. Items appear but without correct product match
- Ensure product SKUs are mapped between merchant and vendor.
- If Push orders for unsynced Products is disabled, unmapped SKUs won’t be pushed.
3. Vendor reports wrong customer info
- If you don’t want vendors to see real customer info, enable Override Customer Info with Merchant Details.
- If turned off, confirm what fields are being sent — some platforms limit which customer attributes can be transmitted.
4. Tracking not updating back to merchant
- Verify vendor fulfilled the order in their store with tracking entered; Shipturtle pulls tracking from vendor store periodically.
- Check integration logs for push/pull errors (if available in admin).
Best practices / recommendations
- Start conservative: Enable Order Sync but keep Push Only If Order Paid ON until you validate vendors’ fulfilment stability.
- Use override customer info if you want customer communication to flow through the merchant support team.
- Map products & SKUs as much as possible to reduce data mismatch and order line errors.
- Test per platform: Each vendor platform behaves slightly differently — test Shopify vendor flows separately from WooCommerce or others.
- Document vendor expectations: Inform vendors which order fields they will receive and how refunds / cancellations are handled.
FAQ
Q: If I enable “Push orders for unsynced Products”, how does the vendor identify which product to ship?
A: The vendor receives the order line details as sent from the merchant. If SKUs or titles don’t match a product in the vendor’s store, the vendor may have to manually map or create the product in their store. Auto-matching is reliant on SKU/title consistency.
Q: Does enabling Order Sync share buyer payment info?
A: Payment method details (like card data) are never shared. Shipturtle shares order/payment status (paid/unpaid) and selected transaction identifiers required for order fulfilment, subject to platform constraints.
Q: Can I set these rules per vendor?
A: These Order Sync settings are global (apply across vendors).
Q: Will fulfilment on vendor store update order status automatically on merchant store?
A: Yes — when vendor fulfils and adds tracking on their store, Shipturtle will sync the tracking and update order status on the merchant store (subject to platform compatibility).
If you’re stuck, reach us at team@shipturtle.com or open a ticket on the Support page.