This article covers orders that imported without a valid shipping method mapping. If you need to change the shipping method on an existing order see How to Edit the Shipping Method on an Order.
If an order imports into ShipHero without a valid shipping method mapping it will be assigned a Generic Label and automatically placed on hold. Manifest's automation rules will notify you via email to correct the shipping method. The order will not ship until the shipping method is corrected and the hold is removed.
Important: once the shipping method is corrected and the hold is released, a 1–2 business day extension is automatically added to the order's fulfillment SLA to allow Manifest's team adequate time to reprocess and ship the order.
Why this happens:
There are two common causes.
A new shipping option was added in Shopify but not mapped in ShipHero. If a new shipping method exists in your Shopify store — for example "Express Saver" or a promotional shipping option — but has not been mapped to a carrier and service in ShipHero, ShipHero will not know which carrier to assign and the order will import with a Generic Label. Fix this by mapping the new shipping option in ShipHero — see How to Set Up and Configure Shipping Methods. Once the mapping is added all future orders using that shipping method will import correctly.
The order was created as a Shopify Draft Order without a shipping method selected. Draft orders do not always include a shipping method, which causes the order to import with "None" in the Shipping Name field and trigger the Generic Label state. Fix this by updating the shipping method directly on the order in ShipHero.
How to fix an unmapped shipping method order:
Option 1 — Update the shipping method mapping in ShipHero: if the cause is a new or missing Shopify shipping option, map it in ShipHero following the instructions in How to Set Up and Configure Shipping Methods. Once mapped, remove the hold on the affected order. Future orders using that shipping method will import correctly without intervention.
Option 2 — Update the shipping method directly on the order: if the order came in with None or an incorrect value, open the order in ShipHero, edit the Shipping Method field, select the correct carrier and service, save the update, and remove the hold. See How to Edit the Shipping Method on an Order for step-by-step instructions.
How to prevent unmapped shipping method issues:
Always map new Shopify shipping options in ShipHero before the new shipping method goes live in your store. When creating Draft Orders in Shopify, ensure a shipping method that is already mapped in ShipHero is selected before converting the draft to an order.
For instructions on mapping shipping methods see How to Set Up and Configure Shipping Methods. For instructions on editing a shipping method on an individual order see How to Edit the Shipping Method on an Order. For hold management see How to Manage Order Holds.