Order Sync Issues | Help Center

If you find that your ambassador's sales or gift statuses aren't reflecting reality, it's usually a synchronization issue between Sonar Seed and Shopify.

Common Sync Symptoms

An order was shipped in Shopify but still shows as "Fulfilling" in Sonar.
A customer used an ambassador's discount code, but the sale isn't showing up.
A gift order was cancelled in Shopify but remains "Active" in Sonar.

How to Fix

1. Manual Sync

The first step is always to trigger a manual update.

Go to the Ambassadors tab.
Click Sync Shopify Sales.
This force-checks every order linked to your ambassadors over the last 30 days.

2. Check Discount Code Attribution

For a sale to be tracked, the exact discount code must be used.

Check the Order in your Shopify Admin.
Look for the "Discounts" line. If the code used doesn't match the one in the ambassador's Sonar profile, we cannot attribute it automatically.

3. Check App Scopes

If sync has stopped working entirely, your Shopify App scopes might be outdated.

Go to Settings > Integrations.
Use the Check Scopes button. If prompted, click "Update Permissions" to ensure Sonar Seed has read access to your orders and fulfillment data.

4. Delayed Webhooks

Shopify occasionally has delays in sending webhooks. If an order was just placed, wait 5-10 minutes for it to propagate before attempting a manual sync.

Next Step: Common Error Messages