If an order isn't showing up in the WMS App, it's often due to the selected picking profile or the stock in the selected warehouse. The WMS App only shows orders that meet all conditions of the picking profile and are pickable in the warehouse selected at the top. If you work with locations, this is the warehouse zone selected at the top. As soon as an order meets these conditions, it is ready for picking in the WMS App. Go through the following points in order.
Check the picking profile
The selected picking profile determines which orders the WMS App shows. You can find its conditions in the Pickware Admin under Picking → Picking profiles in the Configure filters (Filter konfigurieren) section. To learn how to set up picking profiles, see How do I set up picking profiles?.
To check whether the picking profile covers an order, go to the Pickware Admin under Orders → Overview: select the Picking profile in the filters and also add a filter for pickability.
Pickware takes the payment method, payment state and shipping method of an order from Shopify. Therefore, check which values the order comes in with from Shopify.
Common reasons why an order doesn't match the picking profile:
Payment method missing: Every payment method whose orders should appear must be added to the picking profile.
Payment state missing: If an order comes in with the payment state "Authorized" instead of "Paid", add the condition "Payment state is one of: Authorized" to the picking profile. Orders with the payment state "Partially paid" also only appear if the picking profile allows this state.
Shipping method missing: Every shipping method whose orders should appear must be activated in the picking profile. If a shipping method with the same name exists in several Sales Channels (e.g. "Switzerland"), add all of them. Alternatively, remove the shipping method condition or phrase it negatively (e.g. "no pickup") so that new shipping methods are automatically included.
Sales Channel missing: The order's Sales Channel is not selected in the picking profile.
Tags don't match: A tag that the picking profile requires is missing from the order, or a tag that excludes the order is set. This also applies to tags that a flow sets using a rule: if the order doesn't meet the rule, the tag is missing.
Partial deliveries not allowed: If the order can only be partially delivered and the picking profile doesn't allow partial deliveries, it only appears in a picking profile that allows partial deliveries.
Delivery status "shipped" or "Cancelled": If the delivery status is "shipped" or "Cancelled", for example with an exchange order, the order only appears after you set the delivery status to "Open".
After changing the picking profile, reload the list in the WMS App by pulling it down.
Check the warehouse and stock
The WMS App only shows orders that are pickable in the warehouse selected at the top. Stock in another warehouse, for example a replenishment warehouse, doesn't count. Transfer the goods beforehand or switch the warehouse at the top of the app.
Only physical stock counts for pickability, not available stock. Stock in the goods receipt that hasn't been put away yet and stock in a picking box are not pickable. Orders without stock don't appear in the app.
The app only shows products with stock. It's better to handle pure info products, for example "Cooled shipping", via a picking profile.
The pickability icon (box icon) in the order overview shows you which line item is blocking an order, see How can I view pickability per order line item?. You can see whether stock is in a picking box in the stock overview.
Check the data from Shopify
For Shopify orders, there are additional reasons why line items or entire orders are missing in the WMS App:
Line item to be fulfilled externally: Line items are considered to be fulfilled externally and are marked gray if the fulfillment location in Shopify is not the location connected to Pickware. In the order in Shopify, check which location is selected for the line item.
Line item without product reference: If a line item isn't linked to a Shopify product, it can't be clicked in the order. This typically happens with orders from marketplace apps. Check the link in Shopify or in the marketplace app. If it's correct there, it is automatically correct in Pickware as well.
Product deleted in Shopify: If a product was deleted or recreated in Shopify after the order was received, the allocation to the Pickware product is lost. The line item then can't be clicked in the WMS App and isn't pickable. In this case, mark the order as shipped in Shopify. Therefore, don't delete products that are still in open orders.
Fulfillment order on hold: If you work with locations, fulfillment orders on hold don't appear in the picking list. As soon as Shopify releases the fulfillment order again, it reappears. Learn more in How do I use the WMS App with locations?.
There is no delay between the Pickware Admin and the WMS App. Pull the list down in the app to reload it.
Check the state of the order
Completed orders are not shown in the WMS App.
Orders that are already being processed can be found in other tabs of the WMS App:
Picked: Orders that have been fully picked are under Shipping → Picked.
Postponed: Postponed orders are in the Paused tab (in older app versions Postponed).
Paused during packing: Orders whose packing process was paused are under Packing → Paused.
A supplier order is missing in the goods receipt
Supplier orders only appear in the WMS App if they were created for the warehouse selected at the top. If a supplier order is already set to "delivered", it is no longer shown for putaway. In this case, reset it to "open".
Update the WMS App
Some cases in which orders weren't displayed, for example with discount or custom product line items, were errors in older app versions. Therefore, update the WMS App via the App Store.