You use an ERP, WaWi or fulfillment tool (Billbee, JTL, Lexware, a 3PL connection) and upsell items are missing from the imported orders, while the Shopify order shows them correctly? This article explains why, and how to fix it.
Why upsell items go missing
The timing works like this:
- Checkout completes, the order is created and put on hold while the upsell offer is open.
- The customer accepts the upsell, the item is added to the order via order edit.
- The hold is released and the order is ready for fulfillment.
Many ERP systems import new orders the moment they are created (step 1) and do not re-sync the order afterwards. They capture the pre-upsell state and never see the added item. The order in Shopify is always correct and complete; only the early snapshot in the ERP is stale.
The fix: import released orders only
Configure your system to skip on-hold orders and import orders only once the fulfillment hold is released:
- Billbee: in your Billbee Shopify channel settings, restrict the order import to orders that are ready for fulfillment (not on hold). Billbee does not update an already imported order, so importing after release is essential.
- JTL, Lexware and others: look for an import rule based on order/fulfillment status, or an import delay. Importing 60+ minutes after order creation is a safe catch-all, since every hold is released within 60 minutes (see On-hold orders and release timing).
- Custom integrations: listen for the fulfillment hold release or order edit webhooks instead of only orders/create.
💡 Tip: let the app tag upsold orders, so your system can treat them differently. See Tag orders with accepted or declined upsells.
After the fix
Newly imported orders contain the upsell items, tracking numbers flow back to Shopify as usual, and nothing else changes in your process.
If you are unsure how to change the import setting in your specific system, contact us via support and tell us which ERP you use. We have seen most setups and can point you to the right switch.
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