Orders Not Splitting
Orders are placed but not being split into separate shipments
If customers complete checkout through the split shipping flow but the order is not being split into separate shipments, check the following.
Virtual product missing
Multi Ship uses a virtual product ("Multi-Address Delivery") behind the scenes to manage split shipments at checkout. If it's deleted, set to draft or archived, or removed from your online store, Multi Ship restores or recreates it automatically, both when it's deleted and the next time a customer checks out. You don't need to do anything, and you can rename it freely.
Order held for review
If an order shows Needs attention and says it was not split, Multi Ship couldn't confirm it was fully paid at the prices it calculated for the checkout. The reason is shown on the order page. Check the payment in Shopify, then split the order manually if it's correct.
Some shipment orders are still being created
If an order shows Needs attention and lists shipment orders that aren't in Shopify yet, Shopify refused to create them for a moment (common on development and trial stores, which can only create a few orders per minute). Multi Ship retries automatically. They usually appear within a few minutes.
Webhook not registered
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.
Order was not a split order
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.
Processing delay
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.
Contact support
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.