The following document will answer common questions about MasonHub’s Shopify integration. MasonHub has two Shopify integrations and there are instances where your integration type will impact the answer so be sure to review content relevant to your integration, when applicable. |
What information can be updated on the MasonHub location in Shopify?
The most important factor to keep in mind, no matter your integration type, is that the location name where orders are assigned is not changed. Any information, excluding location, can be edited without impacting order flow.
For more information, specific to your integration, review the chart below.
Webhook Integration | Fulfillment Service Integration |
With the Webhook integration you will see two MasonHub locations created:
The orders are assigned to the masonhub-accountslug location and this location name must not be changed. |
With the Fulfillment Service integration there will be one MasonHub Location
The orders are assigned to the MasonHub app location and this location name must not be changed. |
What changes to orders are synced after the order is ingested?
Orders can be canceled, addresses updated, VAS tags added, line items or quantities updated, and shipping methods changed. The steps you need to follow to complete the changes may vary depending on the integration type.
You can make changes to the following order parts, from either integration type, without any additional steps as long as the order can still be edited.
- Update the address
- Add or remove a shopify or VAS tag
To make a change to part of the order other than the address or tags refer to the correct integration type below. Be sure to verify the order is still in a status that allows editing.
Webhook Integration |
Fulfillment Service Integration |
To make changes to a WebHook Integration order, other than the address or tags, you need to cancel the order, make appropriate changes, and resubmit the order. | To make changes to a Fulfillment Service Integration order, other than the address or tags, you must cancel the fulfillment request, make appropriate changes, and resubmit the fulfillment request. When updating the shipping method you need to cancel the order and create a new order with the correct method. |
What order statuses are pulled into MasonHub?
Orders with the statuses PAID and UNFULFILLED in Shopify will be pulled into MasonHub OMS, unless the fulfillment has a temporary ON HOLD status. The only exception to this rule is Facebook and Instagram orders. In addition to the status in Shopify, by default, only orders in which inventory is available at a MasonHub location will be pulled into MasonHub OMS.
How long does it take for an order in Shopify to populate in MasonHub OMS?
Typically, 1-2 minutes and the order will show as confirmed in Shopify.
Webhook Integration | Fulfillment Service Integration |
Order confirmation will be made via the MasonHub:Accepted tag and a message added to the Additional details section of your Shopify order. |
Order confirmation will be made by fulfillment status moving to In Progress and Accepted tag next to the MasonHub location. |
If I have multiple Shopify stores can they all be linked to my MasonHub account?
MasonHubs connection is 1:1 so for each Shopify store you have there would be a unique MasonHub account and connection (for example, you have a separate Shopify store for managing your wholesale or business-to-business orders).
How do I create a wholesale order in my Shopify store?
Since wholesale orders are larger and typically require additional handling, it is critical that they are created in MasonHub’s platform with Order Type: Wholesale. When creating a wholesale order in Shopify, make sure you add the order tag WHOLESALE.
Also, please note that wholesale orders originating from Shopify do not currently support ship windows. If a ship window is required for an order originating from Shopify, you must update the order manually in the MH OMS immediately after it is created, or open a support ticket to notify the MH team of the ship window.
What product / SKU information will be pulled to MasonHub from Shopify?
Product title, description, SKU, barcode, shipping weight country/region of origin, harmonized system code, image, price, cost per item, product type, vendor.
There is inventory outside of MasonHub. Will an inventory sync update those counts?
As long as the inventory is assigned to a different location it will not update. MasonHub only manages and updates inventory assigned to the MasonHub location.
What happens to orders for inventory that is not managed by MasonHub?
If an order is created for inventory that MasonHub does not manage or has zero units in stock, the order will be assigned from Shopify to another location that has inventory available. The order will not be created in MasonHub OMS.
How are orders handled when there are multiple SKUs in the order but MasonHub is not managing all of the inventory?
When an order is created in Shopify and the inventory to fulfill is managed by MasonHub along with other location(s), multiple fulfillments will be created in Shopify and only the fulfillment request with inventory available at MasonHub will be created in the OMS.
How are orders handled when there are multiple SKUs in the order but the inventory is available at different MasonHub locations?
Within Shopify there will only be one MasonHub location. Instead of there being Shopify locations for each MasonHub facility we leverage our order management system’s intelligent order routing to split the order and assign it to the optimal location. The order will be created in MasonHub’s OMS, but what happens next depends on your account’s Default Order Routing Policy and Default Order Split Policy.
If both SKUs are assigned to the MasonHub location for fulfillment, Shopify will create only one fulfillment request. Since there’s not enough inventory to fulfill the entire order from one MasonHub facility, the MasonHub OMS will split the order. It will remain as one fulfillment in Shopify until MasonHub sends a shipment notification. At that time, Shopify will split the fulfillment and add the tracking number to the fulfillment created for the SKU(s) Masonhub shipped. Additional fulfillments will update when MasonHub sends the shipment notification(s) and tracking information.
What happens if an order is created in MasonHub OMS but the total units needed are damaged or cannot be located at the facility?
If an order is created in MasonHub OMS and the total inventory is not available, MasonHub will fulfill the order with the units available, resulting in a short ship, and update the inventory counts. The order will be updated in Shopify showing which units were fulfilled and a message indicating which SKU(s) and quantity was shorted. The unfulfilled unit(s) will be split off into a new fulfillment in Shopify, where you can then refund the customer or assign it to another non-MasonHub Shopify location.
Can I indicate that my SKU requires temperature control storage in Shopify?
No. That must be configured in our systems by MasonHub. Reach out to your Account Manager before shipping the SKU to MasonHub if it requires temperature control storage.
Can I indicate that my SKU requires lots & expiration dates in Shopify?
No. That must be configured in our systems by MasonHub. Reach out to your Account Manager before shipping the SKU to MasonHub if it requires lots & expiration dates.
Can I indicate that my SKU requires dangerous goods or hazardous materials shipping in Shopify?
No. That must be configured in our systems by MasonHub. Reach out to your Account Manager before shipping if a SKU requires dangerous goods or hazardous materials labeling when shipping.
Can I indicate the dimensions of my SKU in Shopify?
Shopify supports shipping weight on a SKU, but does not currently support shipping length, width, or height. Reach out to your Account Manager with your SKU dimensions so they can be updated in MasonHub’s systems for optimal storage and shipping.
Should I have Track quantity enabled on my SKUs in Shopify?
No. This should be disabled on all of the SKUs that MasonHub will fulfill. If this is checked, then Shopify will continue selling when the available inventory is at 0 or below, and MasonHub will reject those orders because we will not have enough inventory to fulfill them. Instead, you should use MasonHub’s Oversell Policy feature to have complete control over how many extra units you want to sell into BACKORDERED status and for how long.
What do I do if my order has not yet been created in the MasonHub OMS?
Wait a few minutes after the order has been created and check again. If it is still not there, then add a “masonhub” tag to the order to update it and attempt another sync - check again in a couple of minutes (Do not use the tag “masonhub:accepted” as our app will ignore the order because it will think it’s already been created). If that does not work, reach out to Customer Support. Please contact Customer Support to report the sync issue if this is happening to more than one or two orders.