Why is there a product missing from the order in Printful?

If the order contains a product with an SKU number that was not recognized by our system, then that product will be omitted from the imported Printful order. Only recognized products will be imported into Printful.

Typically, one of the following applies:

• The SKU number has been manually changed on the integration side, so it no longer matches the Printful SKU.

• The published product has been duplicated in the integration, and the duplicate has been ordered instead of the original (the duplicate product is not linked to Printful).

What should I do?

If the order is “On hold”, you can edit it and add the missing product manually.

If the order is already “In production”, you have the following options:

1. Submit a new manual order in Printful that contains the missing product, and let the customer know it will arrive separately.

2. Request a cancellation of the order (not guaranteed to be possible), and once canceled, recreate the order manually in Printful with all products.

3. Explain the situation and refund the customer for the missing product in your store.

As for the affected product, in My Products, you can check whether the product is linked properly by opening the More actions menu and clicking See in store. If the link is broken, it means that the product is no longer connected.

The affected product should be republished from the Printful side, and any unlinked/duplicated products that you have in integration should be deleted in order to avoid further problems.

In case the order doesn’t show up in Printful at all, please visit this article.