The main reason for this is that orders containing only digital gift vouchers are often marked as "fulfilled" and automatically archived in Shopify immediately after payment. By default, PlentyONE can only retrieve open orders from Shopify.

Cause of the missing synchronisation

If an order in Shopify is archived immediately, the interface does not recognise it as a relevant order to be imported. This often happens with purely digital products, as these do not go through a physical shipping process.

Steps to resolve

To ensure these orders are imported into PlentyONE, you need to adjust your processes in Shopify:

1. In your Shopify settings, ensure that orders with digital products are not archived automatically.

2. The status of the order must remain open for PlentyONE to retrieve it.