Orders are not reaching Peregrine
Six checks that find it in five minutes.
Work through these in order
Most cases are one of the first three.
1. Is the store connected
Open My Stores. If the card says Disconnected, that is your answer.
Reconnect, then press Sync Backorders to collect what arrived while it was down. Full instructions: Your store disconnected.
2. Is the order paid
Unpaid and pending-payment orders do not import. Manual payment methods and bank transfers can sit unpaid in Shopify for a while, and nothing crosses until they are marked paid.
3. Does the product have a SKU
Products are matched on SKU. A blank or duplicated SKU has nothing to match against, and this is the most common cause after a disconnection.
Check the product in Shopify. Every product and every variant needs its own unique SKU. Fix it, press Sync Products, then Sync Backorders to pick up any orders that failed while it was wrong.
4. Is the product in your Peregrine catalogue
Open My Products and look. If it is not there, press Sync Products. If it still does not appear, go back to step 3.
5. Is the destination one we serve
Turkey and the Canary Islands have no line. Northern Ireland ships only on a separate, more expensive channel and is quoted on its own.
6. Is it there but you missed it
Widen the date range on Orders, clear the store filter, and search by the customer name or the Shopify order number. A store filter left set is a common false alarm.
Still missing
Send us:
- The Shopify order number
- Which store it was placed on
- Roughly when it was placed
- What you have already checked from the list above
That last line is what turns a three-message thread into one reply.
Stop it happening again
Check My Stores after any change to your Shopify apps or permissions. That is when connections break.
Give every product a SKU before you connect a new store, not afterwards.
Press Sync Backorders after any outage, yours or Shopify's. It is safe, it will not duplicate anything, and it is the only thing that recovers orders from a gap.
Watch for quiet days. If order volume drops and your ads did not change, check My Stores before you conclude anything about your marketing.
Frequently asked
Will I get an alert if orders stop arriving? Not today. Check My Stores. Do older orders come across when I first connect? Press Sync Backorders after connecting. One store works, another does not. They connect independently. Check the failing one on its own. Can I add an order by hand in the meantime? Yes, use Add Order on the Orders screen for something urgent. Do test orders import? They should behave like any other paid order.
Still need help?
Real humans on every reply. Average response under 2 hours during business hours.