Purpose: This article explains how orders are imported into Sendcloud, why import times can differ per integration, and what users can expect from webhook-based versus scheduled order fetching.
How the order import works
When you connect your webshop, marketplace, ERP, WMS, or other integration to Sendcloud, new orders are automatically imported into your Sendcloud account.
The time it takes for an order to appear depends on how your integration imports orders. Sendcloud uses two main order import methods:
- Webhook-based import
- Scheduled order import
Webhook-based order import
Some integrations can automatically notify Sendcloud whenever a new order is created. This automatic notification is called a webhook.
Because Sendcloud receives the notification immediately, the order usually appears in your Sendcloud panel within a few seconds.
Scheduled order import
Some integrations do not support webhooks. For these integrations, Sendcloud regularly checks the connected system for new orders.
The import frequency depends on whether your Sendcloud account is actively being used.
- When you are actively using Sendcloud, orders are checked approximately every 5 minutes.
- When your account is inactive, orders are checked approximately every 90 minutes.
Scheduled import times are approximate. The exact timing can vary depending on the integration, platform availability, and system performance.
Example
You receive a new order in your webshop at 10:03.
- If your integration uses webhooks, the order should appear in Sendcloud almost immediately.
- If your integration uses scheduled imports, the order should appear during the next scheduled import.
- If your Sendcloud account is inactive, the order may take longer to appear.
Which integrations use webhook-based imports?
The following integrations currently use webhook-based order imports:
- Amazon
- Lightspeed
- Shopware 6
- Shopware 6 Cloud
Other supported integrations generally use scheduled order imports.
Why do some integrations import orders instantly while others do not?
This depends on the capabilities of the external platform. Some platforms can send Sendcloud an automatic notification when a new order is created. This is called a webhook.
Other platforms do not support this, so Sendcloud needs to check for new orders at regular intervals instead.
Why has my order not appeared in Sendcloud yet?
If your order has not appeared in Sendcloud yet, check the following:
- Your integration is connected correctly.
- The order has the correct status to be imported, if your integration uses order status filters.
- Your integration may use scheduled imports, so the order may appear during the next import cycle.
- Refresh your Sendcloud panel after a few minutes.
If the order still does not appear after the expected import time, contact our Support team.
Can I manually force Sendcloud to import orders immediately?
No. The order import method depends on the integration.
Webhook-based integrations import orders automatically when they are created. Scheduled integrations check for new orders at regular intervals.
Are existing orders imported when I connect a new integration?
Yes. When you connect a new integration, eligible unfulfilled orders from your external system are synced to Sendcloud.
The number of previous orders that can be imported depends on the integration.