> ## Documentation Index
> Fetch the complete documentation index at: https://help.jetpack3pl.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Integration & Tech FAQs

> Frequently asked questions about connecting ecommerce platforms, syncing orders and inventory, marketplace integrations, and troubleshooting technical issues.

<div className="page-intro">
  Common questions about integrating Shopify, BigCommerce, WooCommerce, Amazon, and other platforms with Jetpack, including syncing issues, order imports, inventory updates, and troubleshooting technical problems.
</div>

## General Integration Questions

<Accordion title="How long does it take for orders to appear in Jetpack after being placed?">
  Orders typically sync within 15 minutes of being placed in your integrated store. Jetpack checks for new orders every few minutes to ensure prompt processing.
</Accordion>

<Accordion title="How often does inventory sync from Jetpack to my store?">
  Inventory levels sync from Jetpack to your store in near real-time, typically within 15-30 minutes of any inventory change, including receiving, fulfillment, adjustments, and returns processing.
</Accordion>

<Accordion title="What happens if I manually adjust inventory in my store?">
  Jetpack's next inventory sync will overwrite your manual adjustment. All inventory changes should be made in your Jetpack dashboard to ensure accuracy and prevent discrepancies between systems.
</Accordion>

<Accordion title="Can I connect multiple stores from the same platform to Jetpack?">
  Yes, you can connect multiple stores from the same platform (e.g., multiple Shopify stores, multiple WooCommerce sites) to a single Jetpack account. Each store connects separately through the Integrations page and has its own configuration.
</Accordion>

<Accordion title="What happens when an order ships from multiple fulfillment centers?">
  If an order ships from multiple Jetpack fulfillment centers or in multiple packages (split shipments), each shipment is updated separately in your store. Each tracking number is added to the order, and customers receive separate notification emails for each shipment.
</Accordion>

<Accordion title="How do I troubleshoot orders that aren't importing?">
  If orders aren't syncing, verify that:

  * The order status meets import criteria (usually "Processing," "Unfulfilled," or "Awaiting Fulfillment")
  * The order is paid and complete
  * Your integration shows as "Connected" on the Integrations page
  * Ship option mapping is configured and active
  * You've waited at least 15 minutes since order placement

  Contact Jetpack Care if issues persist after these checks.
</Accordion>

<Accordion title="Can I turn off automatic inventory syncing?">
  Yes, contact Jetpack Care to disable automatic inventory syncing. However, you'll need to manually update store inventory levels to reflect accurate stock quantities if syncing is disabled.
</Accordion>

<Accordion title="Why do I see 'ShipBob' references during integration setup?">
  During integration setup, you'll see references to "ShipBob" on partner platforms like the Shopify App Store or Amazon Seller Central. This is expected—Jetpack has licensed ShipBob's integration infrastructure to provide reliable connections to leading ecommerce platforms. Your data flows seamlessly to your Jetpack dashboard.
</Accordion>

***

## Shopify-Specific FAQs

<Accordion title="When are Shopify orders imported to Jetpack?">
  Orders are imported to Jetpack within 15 minutes of being placed in your Shopify store. Jetpack checks for new orders every few minutes to ensure prompt processing.
</Accordion>

<Accordion title="How are orders marked as fulfilled in Shopify?">
  Jetpack automatically marks orders as fulfilled in Shopify using Shopify's fulfillment service API when the order ships from a fulfillment center. Tracking numbers are included in the fulfillment notification sent to your customer.
</Accordion>

<Accordion title="Can I use Jetpack with Shopify Plus?">
  Yes, Jetpack integrates with both standard Shopify and Shopify Plus accounts. The integration process is identical for both.
</Accordion>

<Accordion title="Can I fulfill some orders myself and send others to Jetpack?">
  Yes. In Shopify, you can assign specific products or order locations to Jetpack as the fulfillment service. Products not assigned to Jetpack will not be sent to Jetpack for fulfillment.

  To configure this:

  1. In Shopify admin, navigate to **Settings > Apps and sales channels**
  2. Click **ShipBob**
  3. Under **Fulfillment**, select which products or locations should use Jetpack
  4. Save your changes
</Accordion>

<Accordion title="What happens if a product is out of stock at Jetpack?">
  If a product is out of stock at Jetpack, the order will be placed on hold in the Jetpack dashboard until inventory is received. Jetpack does not prevent customers from ordering out-of-stock items in Shopify—you must manage available inventory quantities in your Shopify admin.
</Accordion>

<Accordion title="Can I edit orders after they're imported to Jetpack?">
  Limited edits can be made to orders in the Jetpack dashboard before they are picked and packed. You can update:

  * Shipping address
  * Shipping method
  * Add products (if inventory is available)
  * Cancel the order

  Once an order is picked, packed, or shipped, it cannot be edited.
</Accordion>

<Accordion title="How do I disconnect Shopify from Jetpack?">
  From your Jetpack dashboard:

  1. Navigate to **Settings > Integrations**
  2. Locate **Shopify**
  3. Click the **three-dot menu** and select **Disconnect**
  4. Confirm the disconnection

  **Important:** Disconnecting Shopify will stop order imports and inventory syncing. Orders already in Jetpack will still be fulfilled.
</Accordion>

<Accordion title="How do I sync inventory for bundled products?">
  Bundles must be configured in Jetpack with their component products. Jetpack calculates available bundle quantities based on the lowest available component quantity and syncs that to Shopify automatically.
</Accordion>

***

## BigCommerce-Specific FAQs

<Accordion title="How long does it take for orders to appear in Jetpack?">
  Orders typically sync within 15 minutes of being placed in BigCommerce. Only orders with "Awaiting Fulfillment" status are imported to Jetpack.
</Accordion>

<Accordion title="Can I connect multiple BigCommerce stores to one Jetpack account?">
  Yes, you can connect multiple BigCommerce stores to a single Jetpack account. Each store must be connected separately through the Integrations page.
</Accordion>

<Accordion title="What happens if I update product details in BigCommerce?">
  Product updates in BigCommerce sync immediately to Jetpack's Product Catalog, including changes to product names, SKUs, weights, dimensions, and images.
</Accordion>

<Accordion title="Do I need to configure Multi-Location Inventory manually?">
  Yes, if you use BigCommerce's multi-location inventory feature, contact Jetpack Care to configure which Jetpack fulfillment centers sync to which BigCommerce locations.
</Accordion>

<Accordion title="How do I troubleshoot orders that aren't importing?">
  If orders aren't syncing, verify that:

  1. The order status in BigCommerce is "Awaiting Fulfillment"
  2. The order is paid and complete
  3. Your integration shows as "Connected" on the Integrations page

  Contact Jetpack Care if issues persist.
</Accordion>

***

## WooCommerce-Specific FAQs

<Accordion title="What WooCommerce order statuses sync to Jetpack?">
  By default, orders with "Processing" or "Completed" status sync to Jetpack. Draft orders, pending payment orders, and canceled orders do not sync. If you use custom order statuses, contact Jetpack Care to configure which statuses should trigger order imports.
</Accordion>

<Accordion title="How do I map custom shipping methods to Jetpack ship options?">
  From your Jetpack dashboard, navigate to Settings > Ship Option Mapping. All shipping methods from your WooCommerce store will appear in this list. Select the corresponding Jetpack ship option from the dropdown for each method, mark it as Active, and click Save Mapping.
</Accordion>

<Accordion title="Can I connect multiple WooCommerce stores to my Jetpack account?">
  Yes, you can connect multiple WooCommerce stores. Each store connects separately using its own API credentials. Install the ShipBob for WooCommerce plugin on each WordPress site and configure it with your Jetpack API credentials.
</Accordion>

<Accordion title="What happens if my product weight or dimensions are incorrect?">
  Incorrect product weight or dimensions will result in inaccurate shipping rate estimates (if using the Express Rates plugin) and may cause issues during fulfillment if the actual package dimensions differ significantly. Ensure all product data in WooCommerce matches what's configured in your Jetpack Product Catalog.
</Accordion>

<Accordion title="How do I handle WooCommerce product bundles in Jetpack?">
  If you sell product bundles in WooCommerce (using a bundle plugin), you need to configure the same bundles in Jetpack. Map the WooCommerce bundle SKU to a Jetpack bundle parent SKU, and ensure all component products are available in Jetpack inventory. See [Creating Product Bundles](/fulfillment/managing-products/more-tools/creating-product-bundles) for detailed instructions.
</Accordion>

<Accordion title="Can I use WooCommerce Subscriptions with Jetpack?">
  Yes, WooCommerce Subscriptions are fully supported. Each subscription renewal order is imported to Jetpack as a separate order for fulfillment. Jetpack treats each renewal as a standard order.
</Accordion>

<Accordion title="How do I set up gift messages for WooCommerce orders?">
  If your WooCommerce store supports gift messages (via a plugin or custom field), contact Jetpack Care to map the gift message field to Jetpack's packing slip. Gift message configuration requires assistance from Jetpack Care to ensure the field is properly mapped.
</Accordion>

<Accordion title="What should I do if my WooCommerce orders aren't importing to Jetpack?">
  First, verify your API credentials are correct in the ShipBob for WooCommerce plugin settings. Check that Ship Option Mapping is configured in your Jetpack dashboard for all shipping methods. Confirm the orders have "Processing" or "Completed" status. If issues persist, contact Jetpack Care for troubleshooting assistance.
</Accordion>

***

## Adobe Commerce (Magento)-Specific FAQs

<Accordion title="Is Magento 1 supported?">
  No, this integration is for Adobe Commerce (Magento 2) only. Magento 1 is not supported. If you are using Magento 1, you will need to upgrade to Magento 2 to use this integration.
</Accordion>

<Accordion title="Which order statuses are imported to Jetpack?">
  By default, orders with **"Processing"** status are imported to Jetpack. Orders with "Pending," "On Hold," or "Canceled" statuses are not imported.
</Accordion>

<Accordion title="How do configurable products sync to Jetpack?">
  Magento configurable products (products with size, color, or other options) sync to Jetpack with each configuration option treated as a separate SKU. Attributes like size and color are appended to the product name in Jetpack, and inventory is tracked separately for each configuration.

  **Example:**

  * **Magento:** T-Shirt (configurations: Small-Blue, Medium-Red, Large-Green)
  * **Jetpack:** T-Shirt-Small-Blue, T-Shirt-Medium-Red, T-Shirt-Large-Green
</Accordion>

<Accordion title="Can I connect multiple Magento stores to Jetpack?">
  Yes, if you operate multiple Magento stores, each can connect to Jetpack separately. Each store requires its own API credentials and extension configuration.
</Accordion>

<Accordion title="Can I use gift messages with this integration?">
  Yes, if your Magento store supports gift messages, contact Jetpack Care to map the gift message field from Magento to Jetpack's packing slip system.
</Accordion>

<Accordion title="How do I fulfill bundled products from Magento?">
  Bundles must be configured in Jetpack with their component products. Map the Magento bundle SKU to a Jetpack bundle parent SKU, and ensure component products are available in Jetpack inventory. See [Creating Product Bundles](/fulfillment/managing-products/more-tools/creating-product-bundles) for detailed instructions.
</Accordion>

<Accordion title="Does this integration support Magento's Multi-Source Inventory (MSI)?">
  Yes, but advanced configuration is required. Contact Jetpack Care to configure inventory syncing to ensure compatibility with MSI.
</Accordion>

***

## Square-Specific FAQs

<Accordion title="What types of Square orders are imported to Jetpack?">
  Only online orders from Square Online Store or online ordering via Square POS are imported to Jetpack. In-person POS transactions are not imported unless they include online shipping with a delivery address.

  Orders with "Open" or "Unfulfilled" status are imported within 15 minutes of being placed.
</Accordion>

<Accordion title="How do I handle multiple Square locations?">
  If you have multiple Square locations, Jetpack can sync inventory to a specific location. Contact Jetpack Care to configure which Square location should receive inventory updates from Jetpack's fulfillment centers.
</Accordion>

<Accordion title="Why isn't my Square inventory updating?">
  Inventory syncs from Jetpack to Square typically within 15 minutes of any inventory change. If your Square inventory isn't updating:

  * Verify the integration shows as "Connected" in your Jetpack dashboard
  * Check that you've configured the correct Square location (if you have multiple locations)
  * Contact Jetpack Care if inventory hasn't synced after 30 minutes
</Accordion>

<Accordion title="Can I sync historical orders from Square?">
  The Square integration imports new orders placed after the integration is connected. Historical orders placed before the connection are not automatically imported.

  If you need to fulfill historical Square orders through Jetpack, you can [manually create orders](/fulfillment/account-setup/importing-orders) or use bulk order import.
</Accordion>

<Accordion title="How do split shipments appear in Square?">
  When an order ships from multiple Jetpack fulfillment centers or in multiple packages, each shipment is updated in Square separately. Each tracking number is added to the order, and your customer receives separate shipment notifications for each package.

  This is common when using MultiHub IQ or when inventory is split across fulfillment centers.
</Accordion>

***

## Wix-Specific FAQs

<Accordion title="Can I connect multiple Wix sites to Jetpack?">
  Yes, you can connect multiple Wix sites to your Jetpack account. Each site connects as a separate integration and must be configured independently through the installation process.
</Accordion>

<Accordion title="What happens if I update product details in Wix after syncing?">
  Product updates in Wix sync automatically to Jetpack within minutes. Changes to product names, SKUs, weights, dimensions, and images will update in your Jetpack Product Catalog. However, you may still need to configure packaging preferences and other Jetpack-specific settings in the Product Details page.
</Accordion>

<Accordion title="How do I troubleshoot orders that aren't importing from Wix?">
  If orders aren't importing from Wix to Jetpack, check the following:

  * Verify the order is in "Unfulfilled" status in Wix
  * Confirm the order has been paid (unpaid orders don't import)
  * Check that your ship option mapping is configured and active
  * Review your integration status on the Integrations page to ensure the connection is active
  * Wait at least 15 minutes from when the order was placed

  If issues persist after these checks, contact Jetpack Care for assistance.
</Accordion>

<Accordion title="Can I edit order details after they import to Jetpack?">
  Yes, you can edit certain order details in Jetpack after import. Learn more about [editing orders](/fulfillment/order-management/editing-orders) to understand which fields can be modified and any limitations that apply.
</Accordion>

<Accordion title="How does inventory sync work if I sell on multiple channels?">
  Jetpack syncs total available inventory back to each connected platform, including Wix. If you sell on multiple channels (e.g., Wix + Shopify), inventory updates from Jetpack will reflect across all integrations. This helps prevent overselling, but you should monitor inventory levels across all channels to ensure accuracy. Learn more about [inventory management](/fulfillment/managing-inventory) for multi-channel strategies.
</Accordion>

***

## Squarespace-Specific FAQs

<Accordion title="When are Squarespace orders imported to Jetpack?">
  Orders are imported to Jetpack within 15 minutes of being placed in your Squarespace store. Only orders with "Unfulfilled" status are imported—unpaid, canceled, or already-fulfilled orders are not imported.
</Accordion>

<Accordion title="How are orders marked as fulfilled in Squarespace?">
  When Jetpack ships an order, the integration automatically updates the order status to "Fulfilled" in Squarespace and adds the tracking number. Squarespace then sends a fulfillment notification email to your customer with the tracking link.
</Accordion>

<Accordion title="Can I connect multiple Squarespace sites to one Jetpack account?">
  Yes, you can connect multiple Squarespace sites to a single Jetpack account. Each site must be connected separately through the Integrations page, and each will have its own ship option mapping configuration.
</Accordion>

<Accordion title="How do product variants sync between Squarespace and Jetpack?">
  Each Squarespace product variant syncs to Jetpack as a separate SKU. Variant options (like size or color) are appended to the product name in Jetpack's Product Catalog, and inventory is tracked separately for each variant.
</Accordion>

<Accordion title="Do gift messages appear on packing slips?">
  Gift message functionality requires configuration by Jetpack Care. Contact Jetpack Care if you need gift messages from Squarespace orders to appear on packing slips.
</Accordion>

<Accordion title="Can I disable inventory syncing?">
  Yes, contact Jetpack Care to disable automatic inventory syncing. However, you'll need to manually update Squarespace inventory levels to reflect accurate stock quantities if syncing is disabled.
</Accordion>

***

## Order Syncing Issues

<Accordion title="Why are my orders stuck in 'Action Required' status?">
  Orders may require action for several reasons:

  * Address validation failed (incorrect or incomplete shipping address)
  * Insufficient inventory for one or more products
  * Product configuration issues (missing weight, dimensions, or packaging preferences)

  View the order details in your Jetpack dashboard for the specific issue and resolution steps. See [Orders With Action Required](/fulfillment/d2c/orders-action-required) for detailed troubleshooting.
</Accordion>

<Accordion title="Why are duplicate orders importing?">
  Duplicate orders can occur if:

  * You manually sync orders after auto-sync is already enabled
  * Multiple integration connections to the same store are active
  * The same order is imported through different channels

  Avoid manual syncing if auto-sync is enabled, and check for duplicate integration connections in your Integrations page.
</Accordion>

<Accordion title="Can I cancel an order in my store and have it cancel in Jetpack automatically?">
  No, order cancellations do not automatically sync from most platforms to Jetpack. If you cancel an order in your store, you must also manually cancel it in Jetpack to prevent fulfillment. Orders canceled in Jetpack do not automatically create refunds in your store—you must process refunds separately.
</Accordion>

<Accordion title="Why isn't ship option mapping working for my orders?">
  If orders are importing but ship option mapping isn't applying correctly:

  * Verify ship option mapping is configured in **Settings > Ship Option Mapping**
  * Ensure each shipping method is marked as **Active**
  * Check that the shipping method names in your store match exactly what appears in the Ship Option Mapping list
  * Confirm you've clicked **Save Mapping** after configuration

  Contact Jetpack Care if mapping issues persist.
</Accordion>

***

## Inventory Syncing Issues

<Accordion title="Why is my store inventory not updating after orders ship?">
  If inventory isn't updating in your store after Jetpack ships orders:

  * Verify **Inventory Sync** is enabled in your integration settings (**Settings > Integrations > \[Store Name]**)
  * Check that inventory sync is set to two-way or "Jetpack to Store"
  * Ensure SKUs match exactly between Jetpack and your store (SKU matching is case-sensitive)
  * Allow 15-30 minutes for inventory updates to propagate
  * Review sync logs in your integration settings for specific error messages

  Contact Jetpack Care if inventory still isn't syncing after these checks.
</Accordion>

<Accordion title="What happens if I have the same product in multiple stores?">
  If you sell the same product on multiple platforms connected to Jetpack, all platforms will receive the same inventory count. Jetpack syncs total available inventory to each connected store. This can lead to overselling if you don't manage inventory carefully across channels.

  Consider using platform-specific inventory allocation rules or monitoring inventory levels closely to prevent overselling. Contact Jetpack Care to discuss multi-channel inventory strategies.
</Accordion>

<Accordion title="Why do inventory levels show as zero even though I have stock?">
  Inventory may show as zero if:

  * The product SKU in your store doesn't match the Inventory ID in Jetpack (SKU matching is case-sensitive)
  * All inventory is committed to pending orders
  * Inventory is marked as "Unavailable" due to damage or quarantine
  * Inventory sync is disabled or not configured

  Verify SKUs match exactly, check your Product Catalog in Jetpack for available inventory, and ensure inventory sync is enabled.
</Accordion>

***

## Product Syncing Issues

<Accordion title="Why aren't my products syncing from my store to Jetpack?">
  If products aren't syncing, verify:

  * The integration shows as "Connected" on the Integrations page
  * Products are marked as active and published in your store
  * You've waited at least 15 minutes since creating or updating products
  * Sync filters aren't excluding products (check integration settings)
  * You haven't exceeded API rate limits (wait 30 minutes and try again)

  Review sync logs in **Settings > Integrations > \[Store Name] > Sync Logs** for specific error messages. Contact Jetpack Care if products still aren't syncing.
</Accordion>

<Accordion title="How do product variants sync to Jetpack?">
  Product variants (such as size, color, or other options) sync differently depending on your platform:

  * Each variant is treated as a separate SKU in Jetpack
  * Variant attributes are appended to the product name in Jetpack's Product Catalog
  * Inventory is tracked separately for each variant

  This applies to all platforms including Shopify, WooCommerce, BigCommerce, Squarespace, and others.
</Accordion>

<Accordion title="Can I sync products from Jetpack to my store?">
  No, product syncing is one-way: from your store to Jetpack. Products created or updated in Jetpack do not sync back to your store.

  You must create products in your store first, then they will sync to Jetpack. Alternatively, you can [manually add products](/fulfillment/managing-products/adding-products) in Jetpack without a store integration.
</Accordion>

***

## Troubleshooting

<Accordion title="My integration shows as 'Error' or 'Disconnected'—what should I do?">
  If your integration status shows an error:

  1. Click **Reconnect** or **Re-authenticate** in integration settings
  2. Log in to your store platform and re-authorize Jetpack
  3. Verify the Jetpack app/plugin is still installed in your store's app/plugin list
  4. Check third-party platform status pages for API outages
  5. Contact Jetpack Care if re-authentication fails

  Common causes include changed API credentials, app uninstalled from store, permissions revoked, or platform API outages.
</Accordion>

<Accordion title="How do I view sync logs for my integration?">
  To view sync logs:

  1. Navigate to **Settings > Integrations** in your Jetpack dashboard
  2. Click on the integration name
  3. Click **Sync Logs** or **Activity Log** tab
  4. Review recent sync events with timestamps, statuses, and error messages

  Sync logs show what data synced successfully and any errors or warnings that occurred. Check logs regularly during initial setup and whenever you notice syncing issues.
</Accordion>

<Accordion title="Can I temporarily pause my integration without disconnecting?">
  Most integrations don't have a "pause" feature. To temporarily stop order imports:

  * Disable **Automatic Order Import** in your integration settings (if available)
  * Use manual syncing instead of automatic syncing
  * Disconnect and reconnect the integration when ready (historical data won't duplicate)

  Contact Jetpack Care to discuss your specific use case and the best approach.
</Accordion>

<Accordion title="What information should I provide when contacting support about integration issues?">
  When contacting Jetpack Care about integration issues, include:

  * Integration name (e.g., Shopify, WooCommerce, Amazon)
  * Error messages from sync logs (screenshot or copy/paste)
  * Screenshots of integration settings
  * Description of expected vs. actual behavior
  * When the issue started occurring
  * Any recent changes to your store or Jetpack settings

  This information helps Jetpack Care diagnose and resolve issues faster.
</Accordion>

***

## Let's Dive Deeper into Integrations

* [Integrations + Apps Overview](/fulfillment/account-setup/integrations-overview) - Understanding integration types and management
* [Store Integration Overview](/fulfillment/account-setup/integrating-store) - Platform-specific integration guides
* [Syncing Your Products](/fulfillment/account-setup/syncing-products) - How product syncing works
* [Importing Your Orders](/fulfillment/account-setup/importing-orders) - All methods for importing orders
* [Ship Option Mapping](/fulfillment/account-setup/shipping-preferences/ship-option-mapping) - Configure shipping method mappings

***

<Tip title="Need Help?">
  If you have any questions or run into issues with your integration, you can always contact Jetpack Care for help. Our team is always here to assist via Slack, phone, or email!
</Tip>