Hey everyone. We run a small shop on Shopify and started using Gorgias a couple months ago. Since their last update, our order sync seems to be lagging by several hours.
Tickets aren't automatically linking to the correct customer orders, which is causing some duplicate support work. I've checked the webhook settings in Shopify and they seem correct.
Has anyone else run into this? Is there a specific setting we might have missed, or is this a known issue? Any advice on troubleshooting would be really appreciated.
We saw similar sync delays after their last platform update. While webhooks might be configured correctly, the bottleneck often isn't the registration, but the processing rate on Gorgias's end.
A practical step: check if you're using the 'Orders Updated' webhook in Shopify, not just 'Orders Created'. If a customer updates their shipping address after purchase, for example, Gorgias might not receive that event to refresh the ticket linkage.
I'd also recommend reviewing your Gorgias automation rules that rely on order data. Sometimes a rule with a complex condition can stall while waiting for data that hasn't fully synced, creating a cascade effect. Temporarily disabling non-critical automations can help isolate the issue.
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