Importing Multichannel Orders to SHOPLINE

Multichannel Connect lets you automatically import synced orders into SHOPLINE, giving you a centralized view for analysis and seamless customer information integration. When importing orders, SKUs and quantities are automatically matched from order data to create new SHOPLINE orders.

This guide details enabling automatic order import and setting import rules to streamline your workflow and order management.

Set Up Automatic Order Import Rules

Access the Rule Settings Page

1. In your SHOPLINE admin panel, go to Channels > Multichannel Connect > Settings > Order settings. (Install the app if you haven’t already.) 

   

2. In the Order import section, locate Channel orders are automatically imported into SHOPLINE and click Rule settings.

   
    

Configure Import Rules

• Stores where rules apply: Choose which stores to import orders from: all channels, selected channels, or specific stores. 

  Note: When choosing to enable all channels or selected channels, newly authorized stores will automatically adhere to the set rules.

• Order import rule:

  • Exchange rate conversion: If the currency of a channel store differs from SHOPLINE's settlement currency, dynamic exchange rates are applied by default. To set a fixed rate, click Go to settings.

  • Order Type: The default option for this is Only orders connected to SHOPLINE products can be imported. If the channel order contains SKUs that are not associated with SHOPLINE SKUs, the order import will fail.
    You can modify the configuration to All Orders, including those with unmatched products, will be imported to SHOPLINE, which supports importing orders containing SKUs not associated with SHOPLINE products. For products not associated with a SHOPLINE SKU, they will be displayed as custom products in the SHOPLINE order after it is imported.

    Notes:  Custom products will not appear in the admin panel’s product list, and inventory deduction or replenishment is not supported. For details on connecting SKUs, refer to the "Connecting Products and SKUs" guide.

• Inventory deduction rules: For unpaid / pending shipment / partially shipped orders, choose how SHOPLINE deducts inventory:
  

  • Deduct inventory according to the merchant's inventory strategy: Inventory deduction follows your existing SHOPLINE inventory deduction rules.

  • Ignore merchant's inventory strategy when deducting inventory: Select a SHOPLINE location for inventory deduction during import.

  • Don't deduct inventory: Inventory remains untouched.

• Import customer information: 

  
   

  • Enabled: Channel orders merge or add buyer information to SHOPLINE's customer records, with new customers not subscribed to email notifications by default.

  • Disabled: Customer features unavailable for imported orders, showing only buyer names without phone numbers, email addresses, or order tracking.

    Notes:  SHOPLINE merges customers based on phone/email. New customers are auto-added. Imported customers cannot be deleted manually, so use this feature carefully. Refer to "Importing Channel Customer Information to SHOPLINE" for best practices.

• Inventory replenishment rules:

  

  • Replenish inventory when order canceled: If enabled, when a channel order successfully imported into SHOPLINE is changed to the Canceled status, SHOPLINE's available inventory will be automatically replenished.

  • Restock inventory for returns/refunds: If enabled, for channel orders where inventory has already been deducted in SHOPLINE, if a return or refund occurs, SHOPLINE's available inventory will be automatically replenished.

• Logistics synchronization rule: When enabled, partially or fully shipped SHOPLINE orders will synchronize and update the corresponding channel order status.
  
  
  For some channels, you must configure the mapping relationship for logistics companies (shipping carriers) to ensure that when you fulfill an order in SHOPLINE, the logistics information (such as the carrier name and tracking number) is accurately synchronized to the corresponding channel platform.

  Note: When processing shipment in the SHOPLINE system, the "Logistics Service Provider" (Shipping Carrier) name you select must be identical to the configuration set in MCC. If the names do not match, the order shipment synchronization will fail.

• Order cancellation rules: When you manually cancel an imported order on SHOPLINE, you can opt to automatically cancel the corresponding channel order. Just select the platforms where you want orders canceled and specify how SHOPLINE's cancellation reasons match with the channel's reasons. If there are multiple reasons, add mappings for each. After setup, when you cancel a SHOPLINE order for a specific reason, the corresponding channel order will automatically receive the mapped reason and be canceled.

  

After configuring the rules, click Update to save the changes. 

Enable Automatic Order Import 

After setting up the automatic import rules, enable the feature by following the steps below:

1. In your SHOPLINE admin panel, go to Channels > Multichannel Connect > Settings > Order settings.

2. Toggle on the switch for Channel orders are automatically imported into SHOPLINE.

3. In the pop-up, select whether to import historical orders. You can import orders from the past 30 days. Click Enable to start the import process.
   

Once enabled, the system will automatically import subsequent orders according to the pre-set rules and record the start time of automatic order imports.

Order Import Restrictions

• All Amazon orders can be imported into SHOPLINE, except those in PENDING, CANCELED, or UNFULFILLABLE status.

• For existing imported orders, avoid actions other than shipping and modifying notes/tags to prevent discrepancies between SHOPLINE and channel order statuses.

• If a channel store is disconnected in the app, imported SHOPLINE orders cannot be deleted. Be cautious when deleting stores.

• Orders in "Canceled" status on Shopee cannot be imported into SHOPLINE.

• To import a Mirakl order into SHOPLINE, the order must first be accepted on the Mirakl platform.

Disable Automatic Order Import

To disable automatic order import from Multichannel Connect to SHOPLINE, navigate to Channels > Multichannel Connect > Settings > Order Settings and toggle off the automatic import feature.