1. Check the date filter and shipment status filter. Some orders have a different status in Lightspeed shop. These could be incomplete or unpaid orders, or are placed on a date earlier in the future. Our date-filter in Sendcloud automatically shows orders from last 3 days when the user is logged in. Make sure there is no filter set to hide incoming orders.
2. Check if there is a shipment added to the order. If there is no shipment added, the order will not be imported.
3. Delete your integration via Settings > Integrations and delete the Sendcloud app from the LightSpeed app store. Reinstall the app and refresh your panel.

Currently, orders without a shipment added are not imported from Lightspeed. To ensure all your orders are imported, please adjust the settings in the INVOICES section of Lightspeed. Set the "Create" option from Manual to Automatic. This will help avoid any issues with missing orders.

Sendcloud only imports orders from the last 30 days. If you want to import orders older than 30 days, you can use a CSV file to upload older orders. 

Yes, changes made to orders in Lightspeed (e.g. payment status, address changes, etc.) are also updated on the order in Sendcloud. This is if the order has not been processed in Sendcloud yet. This update also works for orders that are several months old.

Yes, we import these fields. As example: this can be used for notes like “please wrap up this gift before shipping” during holiday season. It will be printed on the packing slip/picking list too, but not on the label.

When a user/buyer indicates their bus number in the checkout, it gets imported into the field called mailbox (in Sendcloud). This field is assigned to the address_2 value. Please be aware of this when shipping to Belgium. 

Check whether your time/date settings in LightSpeed are correct. You can access this feature by going to My Account settings in LightSpeed > Profile > Date/Time zone. This should be set to Amsterdam GMT +1

Always first check the Failed Request Logs in your Sendcloud account. If there are no failed request logs available, create a support ticket from your Sendcloud account containing a print screen of the missing orders as displayed in your LightSpeed back-end. 

The plugin only supports the Lightspeed Ecom version.

1. Follow all the steps in this guide to enable service points for LightSpeed.
2. Do you have the right shipping methods available in your panel? When there are no service point shipping methods added, it is not possible to install the service point location picker. You can check and activate all your available shipping methods by visiting your Shipping > Shipping prices.
3. Check via Settings > Integrations > Lightspeed integration if you have enabled service points for your chosen carriers. 
4. When all of the above is checked, a ‘refresh’ of the LightSpeed system can help. Reinstall the complete Sendcloud application and follow the set-up guide to connect to your webshop and service point picker.  
5. It could be that another shipping app (PostNL) is blocking the service point picker from appearing. Make sure you deactivate or delete all the alternate shipping apps in your LightSpeed shop.   

Sometimes when a customer selects their pick-up point in the checkout of your webshop, they forget to ‘select’ the service point. Our service point picker is then unable to match a service point. Contact your customer to make sure that they have selected an appropriate service point. You can then manually create a 'new shipment' to the service point that your customer selected. 

Sendcloud scrapes every hour the service points to our service point location picker. We scrape these from the data that the carriers send us. When the carriers do not update their scrape file, we also get incorrect data back in our service point picker.  Unfortunately, there is no workaround for this issue - ask your customer to select an alternative service point. 

Go to Settings > Integration > LightSpeed settings in Sendcloud. Here you can see all available service point carriers. Press 'save' to make sure all desired carriers are available in the service point picker. 

No, this does not work. Carriers like Bpost and PostNL offer special checkout modules to integrate service point shipping methods in Lightspeed. Those checkout modules register data in a different way. We do not support those implementations and they could even clash with the order import in Sendcloud. If you want to offer service point delivery shipping methods to your users, make sure you use the Sendcloud service point module. Read more on how to set up service points in Lightspeed in Add service points to your Lightspeed integration.