Symptom

You edited an order in Shopify, for example by changing its status or line items. The matching sales order in Luminous still shows the old information.

Why it happens

Luminous pulls orders from Shopify on a schedule. Each pull asks Shopify for two groups of orders:

  • orders created in the time window, and
  • orders modified in the time window, based on the order's last-updated time in Shopify.

Because of this, an edit only reaches Luminous when the pull runs after the edit. The common reasons it hasn't arrived are:

  1. The next scheduled pull hasn't run yet. Edits are picked up on the next cycle, not instantly.
  2. Order pulls are paused for your Shopify integration account. If your account has the OMS Sync Control feature, an operator can pause order pulls for an account. While an account is paused, scheduled pulls skip it, so no new orders or edits arrive. The panel only appears for accounts of apps that pull orders, and only when the feature is enabled for your tenant.
  3. The edit fell outside the window that was pulled. A manual "Pull Orders" only looks at the most recent period (about the last 10 minutes of activity), so it will not catch older edits.

Note that the "Pull Single Order" tool is a preview and debugging tool only. It fetches the order from Shopify and shows its data, but it does not save or update the order in Sales Orders. Don't use it to force a sync.

How to resolve

  1. Wait for the next scheduled pull. Then refresh the sales order in Luminous and check whether the change has arrived.
  2. To trigger a pull yourself, go to Sales Orders, click Actions, and choose Pull Orders. Select your Shopify integration account (you can select more than one) and click Pull Orders. This queues a pull for the recent window. It works best soon after you make the edit in Shopify.
  3. If nothing arrives, open Settings → App Integrations, open your Shopify account, and check whether order pulls have been paused. If you see an OMS Sync Control panel showing the account as paused, ask the person who paused it to resume it, or contact support. Do not use the recover or backfill actions in that panel unless you understand them. The backfill re-pulls a missed window and affects inventory.
  4. Use Pull Single Order (Sales Orders → Actions) to compare what Shopify is currently sending against what Luminous holds. Enter the order number, and optionally tick the mapping options, to see the raw Shopify data. This can show whether the change really exists in Shopify, but it does not update the order.

When to contact support

  • The order pull is not paused, you have run Pull Orders soon after the edit, and the order still doesn't update after a couple of scheduled cycles.
  • An older edit was missed. A manual pull only covers a short recent window, so support will need to re-pull that period.
  • You see an error when pulling orders, or the account's sync status on Settings → App Integrations shows a failure.

When you contact support, include the Shopify order number, the time you made the edit, and your Shopify integration account name.