Run Shop Sync day to day
v1.3Updated Oct 6, 2026
Where your team ships, refunds, and edits Shop Sync orders, the daily check for stuck orders, and fixes for common problems after launch.
Once Shop Sync is live, your team works in two dashboards: Shopify for shipping, refunds, and products, and NEXT for order edits and discounts. Doing a task in the wrong one is how customers get refunded twice, receive two confirmation emails, or have a refund made in NEXT that never shows in Shopify.
This page is the map for support and operations staff. If Shop Sync is not connected yet, start with Set up Shop Sync.
Where each task happens
| Task | Where | How |
|---|---|---|
| Find a NEXT order in Shopify | Shopify | Search for the NEXT order number. It is the Shopify order's PO number, and subscription renewals carry the Recurring tag. |
| Fulfill an order | Shopify | Ship and add tracking. Shop Sync updates NEXT. |
| Refund an order | Shopify | Refund from the order in Shopify admin. See Refund an order. |
| Edit an unfulfilled order | NEXT | Cancel fulfillment, edit the order, request fulfillment again. See Edit an order. |
| Manage synced products | Shopify | Create and edit products and variants in Shopify. Keep a unique SKU on every item. |
| Create discounts | NEXT | Shopify discount codes do not sync. Use NEXT Offers or Campaigns App offers. |
Refund an order
Refund Shop Sync orders from the order in Shopify admin. Shop Sync refunds the same amount on the matching NEXT order.
- Refund chosen items and restock them and Shop Sync also removes them from fulfillment in NEXT, so they do not ship. The rest of the order ships as normal.
- Refund chosen items with Restock unticked and they still ship. Use this when the customer keeps the item.
- Refund an amount without choosing items and the whole order still ships.
When you refund in Shopify, untick the option on the refund screen that emails the customer. The customer then gets one refund email, from NEXT.
Refunds made in NEXT stay in NEXT
Shop Sync does not copy refunds from NEXT to Shopify. Refund in NEXT only when a Shopify order has no Refund option.
Edit an order
Edit Shop Sync orders in NEXT, before they ship. When you cancel fulfillment in NEXT, Shop Sync cancels the Shopify order, restocks its items, and does not email the customer. Then edit the order and request fulfillment again. The new fulfillment order NEXT creates reaches Shopify as a new order, and the canceled one stays in Shopify as canceled.
Check the order in Shopify before you cancel. Once its fulfillment is in progress there, Shop Sync cannot cancel it: NEXT shows the cancellation as rejected, and the order ships as it is.
Check stuck orders every day
Check orders with Rejected or Incomplete fulfillment in NEXT daily. When Shopify refuses an order, Shop Sync rejects the fulfillment request with Shopify's reason, such as an out-of-stock variant or an invalid address, email, or phone number. Fix the problem, then request fulfillment again.
Most rejections are out-of-stock inventory
Shopify most often rejects an order because a variant on it has no inventory available. To stop inventory from blocking orders, tick Continue selling when out of stock in the Inventory section of the Shopify product, then request fulfillment again in NEXT.
In the NEXT docs: refund orders, edit orders, and fulfillment actions.
Troubleshooting
Orders are not reaching Shopify
Check that Shop Sync shows Connected. If not, reconnect it.
Customers receive duplicate emails
NEXT and Shopify are both sending order confirmations. Choose one sender under Choose who sends customer emails and disable the other.
An order in Shopify has no Refund option
In Apps → Shop Sync, check that Enable Payment Sync is ticked. If it is ticked and the order still has no Refund option, refund the order in NEXT.
Customers receive no refund or subscription emails
Enable the Refund Notification and the subscription notifications in Settings → Notifications. See Notification examples.
Products or variant images are missing in NEXT
See Troubleshooting setup. Products sync when Enable Product Sync is ticked; click Sync Products on the Shop Sync settings screen to run a sync now. Give each variant an image so it shows in NEXT.