In most cases you'll click the "Import Orders" button near the top of the screen in GroovePacker and your orders will come streaming in from your import sources. Occasionally one or more orders will be missed by the import. When this occurs you may see a message when you scan the missing order that it could not be found.

This notice indicates that the order was not found. 


The message below indicates that the order number scanned was not found and that the On Demand import has been activated. Click here to learn more about the On Demand import.


Here are possible reasons an order can get missed by the importer:

- Internet Connection interruptions during the import

- An issue affecting the API on GroovePacker's end 

- An issue affecting the API of the Order Source 

- The order does not have the status that GroovePacker is set to import. 

(ie. the order status is Shipped in the ShipStation and GroovePacker is set to import orders that are Awaiting Shipment) You can check which status GroovePacker is trying to import by hovering your mouse over the Import Orders button until a popup shows. In the popup click the icon of your order manager. The import status switches indicate which statuses will be searched for new order.

- The orders date may be outside the date range of the import. 

Since there are potentially 10s of thousands of orders with a given status we limit the date range of the orders that we check to about 1 week. If you are holding some orders while waiting on stock for instance, they may be older than 7 days when you attempt to import them.
For instances where the date is older you can use the GP Ready tag to specify that you would like the orders imported. The tag is created once in ShipStation and can be applied to a group of orders or single orders by selecting them and adding the tag from the Tag dropdown in ShipStation. More info on tags below and this article explains in detail: ShipStation Tag Setup and Order Tag Imports

Reliability is paramount and our aim is to always get 100% of the daily orders. Updates and refinements are released regularly to this end.

Depending on the import source there are up to 3 features which give you greater control over imports and allow you to quickly get missing orders imported.

The Fix It button

The Fixt It button resets the time and date of the most recent import. This extends the range of the search and imports orders that are older than the most recent import. The import will take a bit longer to complete but it is likely to include any orders that were missed. Find the fix it button in the import summary popup. Click it and then click the "Import Orders" icon if the import does not start automatically.


The Deep Import

The deep import allows you to choose the number of days back that the search for orders extends. The higher the number the large the range. Large ranges will increase the import time especially if the daily order volume is high. The deep import can be found in the import summary popup. To use it hover over the Deep import icon and adjust the number of days. Then click the deep import icon to begin the import.


The Tagged Import

The tagged import allows you to tag orders which you would like to import. While it is possible to tag individual orders this feature is most commonly used in conjunction with "Select All" and or Apply Bulk Action in ShipStation. It's also possible to tag the orders while printing the packing slips as shown below. While some use tags for their daily import it is also a handy tool to import an orders that are missing. 


When orders are already selected for printing packing slips the GP Ready tag can be added in one click. The tag will need to be created before the first use.


Categorize to update

While tags are used in ShipStation to select orders for import there are Categories in ShippingEasy that can be used in a similar way. The ShippingEasy import looks for orders that have been updated more recently than the last import. Orders meeting this criteria are imported. 

Sometimes you'll have a situation where an order is not imported. Running the import again will often not import the order unless it has been modified. The fix it button mentioned above will usually resolve this but the import takes quite some time since all open orders must be checked. 

A faster option is to assign a category to the order(s) in ShippingEasy. This updates the order and will cause it to be included in the next import. The image below shows where the category can be applied to select orders in ShippingEasy.

If you are having trouble with missing orders please let support know by using the green Get Support tab on the right of the screen and always include two example orders with the info below so we can attempt to reproduce the issue.

 Please give the following for two missing orders:

- Order Number

- Order Date
- Order Status