We operate a Shopify app that allows customers to make changes to unfulfilled orders. A merchant recently contacted us regarding when a customer adds an item to an order and how it updates with Shiphero.
When a customer adds an item to an order, there is technically a possibility for them to not pay for the item for a time. First the item would be added and then the customer needs to process payment for the new amount. An order would show as partially paid in Shopify at this time. Our understanding from the merchant is that there is nothing to prevent such an order from then being fulfilled in Shiphero.
What would be the best solution here with an integration or other workflow? Can a payment status be changed in Shiphero? I scanned the api and it wasn’t obvious where I would start. If we create a hold on Shopify for partially paid orders would this hold be implemented in Shiphero?
Hi ccapps, I hope you are doing well. This is supported natively, no custom integration needed. It comes down to three settings on the merchant’s side.
“Only import orders into ShipHero that have been paid for” DISABLED. If enabled, ShipHero skips the order update entirely when the order becomes partially paid.
“Even if an order is unpaid in Shopify, never apply a Payment Hold” DISABLED. If enabled, the hold is never applied, which would explain what the merchant is seeing.
“If an order is paid in Shopify but has a payment hold in ShipHero, remove the payment hold in ShipHero” ENABLED, so the hold is released automatically once paid.
With that config, ShipHero picks up the order edit from Shopify, adds the new line item and applies a Payment Hold automatically. The hold applies to the whole order, so nothing ships until the payment is completed. Once Shopify reports the order as paid, ShipHero removes the hold on its own and the order ships with both items.
We tested this exact flow on our side:
Create an order in Shopify with product A and mark it as paid
Wait for the order to import into ShipHero. It should be ready to ship if there’s stock
Edit the order in Shopify and add product B, leaving it unpaid so the order is partially paid
Wait for ShipHero to receive the order edited notification. It adds line item B and applies a Payment Hold automatically
Pay for product B in Shopify so the order becomes fully paid
Wait for that notification to be processed. The Payment Hold is removed and the order goes back to ready to ship with both products
The order log confirmed all three moments: order imported with product A and ready to ship, product B added unpaid with the Payment Hold applied, and the hold removed once paid.
Since these settings live in the merchant’s account, have them verify the three above and run the test steps. If the hold isn’t applied at step 4, a support ticket with the store name and an order number would help us take a look.