Follow one order through three separate checks
A connected store can contain orders that do not qualify for Click & Drop import. An imported order can also have a later problem with dispatch updates or customer notifications. Identify the affected stage: is the order absent from Click & Drop, is the store’s fulfilment status unchanged, or is the customer missing tracking information? These questions point to different evidence.
Our practical recommendation is to follow one eligible order without changing its commercial status merely to force an import. Record the store identifier, age, payment and fulfilment state, Click & Drop record, full service and any returned reference. Compare the integration’s current settings with its official channel guide. A connection indicator alone does not verify the whole journey.
Shopify: verify payment, fulfilment and location
Royal Mail’s Shopify guide limits standard import to orders that are Paid, Unfulfilled and no older than seven days. A separate setting allows Unfulfilled and Partially Fulfilled orders to be imported; the guide says this setting is off by default. Check the setting and actual order state together. An order that has progressed to another fulfilment state differs from an eligible order that is simply absent.
The guide requires a specified Shopify store location for the integration to update fulfilment and deduct inventory. It says multiple store locations are not supported, and stock at a different location prevents the corresponding update and deduction. Review the selected location when import succeeded but the store status did not change. Record import and subsequent fulfilment updates as separate results.
WooCommerce: inspect data as well as the connection
The WooCommerce guide says eligible orders must be Processing and no older than seven days. Its troubleshooting section also requires an assigned shipping method, product weight values and positive whole-number quantities. A fractional quantity can fail the stated import requirements. Compare these fields on the affected order with a successfully imported example before changing the integration.
WooCommerce is self hosted, so the guide identifies store or hosting conditions that can prevent import even when the connection appears active. These include blocked API calls, redirects and unexpected order values. Pass relevant errors to the team maintaining your store. Review published requirements with that team; do not weaken security or change order statuses as a general workaround for unexplained failures.
WooCommerce: distinguish tracking notes from notifications
Royal Mail explains that WooCommerce does not include Royal Mail tracking details in orders and customer notification emails as standard. Click & Drop can send tracking information through order notes when the channel dispatch and tracking-note settings are enabled. The guide limits this feature to tracked services; delivery confirmation references are not passed through this method. Check the booked product before expecting a tracking note.
The guide separately describes using billing contact details for applicable Royal Mail email or SMS notifications because WooCommerce orders lack shipping email or phone details. A customer note, store email and Royal Mail delivery notification are different outputs. Inspect the one you need, including the permitted contact settings, instead of treating one successful message as proof that every notification is configured.
eBay: check eligible status and connection expiry
Royal Mail’s eBay guide requires orders to be Awaiting Shipment or Awaiting Dispatch and no older than seven days for import. It also explains that authorisation expires after one year and shows expiry in the integration’s Connection expires column. Check the account, marketplace country and expiry against the affected sale. A valid connection to another seller account will not establish what happened to this order.
Marking orders as despatched on the channel is mandatory for the eBay integration. The guide says Click & Drop supplies tracking details and updates eBay when the order is marked as despatched. Import and the later update need separate checks. Compare the sale, shipping record and final label, then inspect the reference returned to eBay. Preserve that relationship if the shipping record changes.
Trace the outbound dispatch update for the same order
Once the order is present in Click & Drop, investigate the outgoing update rather than its import eligibility. Our practical record links the original shop order, integration, label reference, account type and times observed in both systems. The lifecycle guide says an order can be marked Despatched manually; for Personal customers it can also be set automatically after collection or a network scan. Record how that state arose, and check physical handover separately from the shop’s status.
For an imported eBay order showing Despatched locally while the sale still awaits postage, compare the exact sale and parcel reference before repeating actions. Royal Mail’s eBay guide says that if eBay has not responded to an update attempt, Click & Drop automatically tries to send the request again after four hours. This is a channel-specific retry description, not a promise that every store updates within that period. Our recommendation is to retain the unchanged store state and observation time for support while preserving the paid label. For a customer update, state whether the shop reference has been verified and which outgoing result remains unresolved.
Inspect Shopify fulfilment and WooCommerce tracking-note settings
After checking the Shopify location requirements above, review who marked the order fulfilled and when. Royal Mail asks users to check that neither they nor third-party software fulfilled it before Click & Drop marked it Despatched. The guide also requires the channel dispatch option and a service and package size providing tracking numbers. For Shopify locations displayed differently in Click & Drop, it instructs users to click the blue Update button. This concerns a location mismatch, rather than a documented general resend control. Our follow-up is to compare the saved integration and product stock locations with the store team before changing inventory allocation.
For WooCommerce, compare the saved tracking note with the intended method, reference and tracking URL. Its three documented template tokens are {ShippingMethodName}, {TrackingNumber} and {TrackingUrl}, copied exactly. The guide’s Update button saves template changes; it does not establish that an earlier shipping update or email will be resent. If a tracked-service note exists but the buyer reports a missing email, our recommendation is to ask the store maintainer to inspect that output separately. Record the order, service, settings, observation times and any error for support. Royal Mail can advise on integration errors but cannot resolve WooCommerce setup or hosting problems or support plugins. Its Contact Support page asks users to avoid sensitive details or screenshots containing personal data in email.
Record the unresolved stage before requesting help
The channel guides describe periodic import and update attempts rather than an immediate completion promise. Use their current timing and troubleshooting information; do not present a fixed refresh interval as your own customer commitment. If an eligible order remains absent, record its age, qualifying fields, integration identity, latest observation and any error. This creates a useful enquiry without announcing a universal outage.
Click & Drop’s lifecycle lists manual entry and spreadsheet import as separate creation routes. Do not assume those records inherit a store connection or its customer updates. For a proposed Jeton merchant workflow, agree order sources, required fields and responsibility for dispatch checks. Platform examples describe what needs assessment; the scope of any connection or automation must be confirmed for the actual project.
Official references
References reviewed on 2026-10-07. Check current product and help terms before booking or making a claim.
- Royal Mail Click & Drop: The lifecycle of an order
- Royal Mail Click & Drop: How to integrate your eBay store
- Royal Mail Click & Drop: How to integrate your Shopify store
- Royal Mail Click & Drop: How to integrate your WooCommerce store
- Royal Mail Click & Drop: Troubleshooting your Shopify Integration
- Royal Mail Click & Drop: Contact Support