If customers complete checkout through the split shipping flow but the order is not being split into separate shipments, check the following.

Multi Ship uses a virtual product behind the scenes to manage split shipments at checkout. If this product was deleted or unpublished, orders cannot be split. Open the Multi Ship app and check for any warnings on the dashboard. The app will prompt you to recreate the virtual product if it is missing.

After checkout, Multi Ship relies on Shopify webhooks to trigger the order splitting process. If webhooks are not properly registered, the app will not be notified when an order is placed. Reinstalling the app or visiting the app settings page usually re-registers webhooks automatically.

Only orders that go through the Multi Ship modal are split. If a customer skipped the split shipping flow and checked out normally, the order will not be split. Check the order in the Multi Ship dashboard to see if it was processed as a split order.

Order splitting happens shortly after checkout. In most cases it completes within a few seconds, but during high traffic periods there may be a brief delay. Wait a minute and refresh the order page.

If the virtual product exists, webhooks are registered, and the order went through the split shipping flow but still was not split, contact support with the order number so we can investigate.