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Ignored orders in Ecommerce Pro
When you connect your store to Envia.com, your orders sync automatically. Some orders do not appear in Ecommerce Pro > View orders even though they exist in your store or marketplace. These are ignored orders: Envia.com does not create or update them.
An order is ignored when the marketplace or the sales platform ships it, not you with Envia.com. This depends on the order’s shipping method or on the logistics you set on your products.
Orders that are ignored
Section titled “Orders that are ignored”| Platform | Orders ignored when they have… | Orders imported when they have… |
|---|---|---|
| Shopify and any other store | A TikTok Shop shipping method from the list below | Any other shipping method |
| Mercado Libre | Mercado Envíos 2 with Full, Colecta, Places, or any logistics other than Flex | Mercado Envíos Flex, Mercado Envíos 1 (ME1), and shipping agreed with the buyer |
| Amazon | Fulfillment by Amazon (FBA) | Shipments you send yourself as the seller |
| Miravia | No product with Delivered by Seller (DBS) | At least one product with Delivered by Seller (DBS) |
Orders from any other platform, or with another shipping type, are imported as usual.
Shopify and other stores: TikTok Shop orders
Section titled “Shopify and other stores: TikTok Shop orders”If you sell on TikTok Shop and those sales arrive in your Shopify store or another connected store, the order comes with a TikTok shipping method. In that case, TikTok handles the shipment and Envia.com does not import the order.
Check the shipping method on the order detail in your store. These are the methods that are ignored:
- Pago en TikTok
- TikTok
- Live TikTok
- Incluido TikTok
- TikTok Shop Standard
- TikTok Shop - Standard shipping
- TikTok Shop - Shipped by seller
- Shipped by TikTok: Standard shipping
- Shipped by TikTok - Standard shipping
- Shipped by TikTok: Express shipping
- Shipped by TikTok: DHL Express
- Shipped by TikTok: Fulfilled by TikTok Shop-Standard
- Ya realicé esta semana una compra en TikTok LIVE
Mercado Libre: only Flex inside Mercado Envíos 2
Section titled “Mercado Libre: only Flex inside Mercado Envíos 2”In Mercado Envíos 2, Mercado Libre manages the logistics. The exception is Mercado Envíos Flex, where you deliver with the carrier you choose. That is why Envia.com only imports Flex orders from Mercado Envíos 2.
Mercado Envíos 2 orders with these logistics are ignored:
- Full: the product ships from a Mercado Libre warehouse.
- Colecta: Mercado Libre picks up the package at your address.
- Places: you take the package to a Mercado Libre drop-off point.
- Any other Mercado Envíos 2 logistics that is not Flex.
Mercado Envíos 1 (ME1) orders and orders with shipping agreed with the buyer are imported. To use Flex with Envia.com, see Mercado Libre Flex.
Amazon: orders with Fulfillment by Amazon (FBA)
Section titled “Amazon: orders with Fulfillment by Amazon (FBA)”If Amazon ships the order from its warehouses with Fulfillment by Amazon (FBA), Envia.com does not import it. Orders you ship yourself as the seller do appear in Ecommerce Pro.
Miravia: only Delivered by Seller (DBS)
Section titled “Miravia: only Delivered by Seller (DBS)”In Miravia you choose the delivery method for each product. The order is imported if at least one of its products uses Delivered by Seller (DBS). If no product on the order uses DBS, the order is ignored.
For your orders to reach Envia.com, set DBS as the delivery method on your products. See Miravia.
What happens to an ignored order
Section titled “What happens to an ignored order”| Situation | What happens |
|---|---|
| Automatic sync | The order is not created in Envia.com and does not appear in View orders. |
| An order that was already in Envia.com | If it later changes to a shipment that is ignored, Envia.com stops receiving its updates. The order stays as it was. |
| Sync by date range | Ignored orders do not appear in the list. A Miravia order without DBS can appear and is skipped when you sync. |
| Sync a specific order | The order is skipped and appears with the status Not processable. |
This is not a connection error or a problem with your store. It is the expected behavior.
Check whether an order was ignored
Section titled “Check whether an order was ignored”If an order does not appear in View orders, sync it on its own:
- Sign in to your Envia.com account.
- Go to Ecommerce Pro > View orders.
- Click the three-dot button (…) and choose Sync a specific order.
- Choose the order’s Store.
- In Order identifier (ID), enter the order number exactly as it appears in your store or marketplace.
- Click Sync.
- Check the order’s Status in the Order sync window.
| Status | What it means |
|---|---|
| Synced | The order is already in Envia.com. Look for it in View orders. |
| Not processable | The order was ignored. Next to the order you will see This order cannot be processed by Envia and was skipped. |
| Error | Something went wrong while syncing. See Sync your Ecommerce Pro orders. |
When it finishes, if no order had an error, you will see a summary of synced and skipped orders, for example: 3 synced, 1 skipped (not processable by Envia).
Ship your next sales with Envia.com
Section titled “Ship your next sales with Envia.com”For your next orders to reach Envia.com, change the shipping method in your marketplace. For example, turn on Flex in Mercado Libre or set DBS on your Miravia products. The change applies to new orders.
If you need to ship a package yourself, you can also create a manual order in Ecommerce Pro or create a shipping label.
Frequently asked questions
Section titled “Frequently asked questions”My order does not appear in Envia.com. How do I know if it was ignored?
Compare the order’s shipping method or logistics with the table in this article. You can also sync it on its own: if it is ignored, it appears with the status Not processable. If it does not match any case, see Sync your Ecommerce Pro orders or contact support.
Why does Envia.com ignore these orders?
Because the marketplace or the platform is already shipping them.
I sell on TikTok Shop and my sales arrive in Shopify. Can I ship them with Envia.com?
No, if the order arrives with one of the TikTok shipping methods on the list. In that case, ship it from TikTok Shop.
Why do I see my Flex orders but not Full or Colecta?
Because with Flex you deliver using the carrier you choose. With Full, Colecta, Places, and the other Mercado Envíos 2 logistics, Mercado Libre ships the order.
A Miravia order has products with DBS and products without DBS. Is it imported?
Yes. One product on the order with Delivered by Seller (DBS) is enough.
Can I change from Envia.com which orders are ignored?
No. What you can change is the shipping method in your marketplace for your next sales.