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hello@routetoship.comCommon questions
How do I install Route to Ship?
Install from the Shopify App Store. The app loads embedded inside Shopify admin under Apps > Route to Ship. New orders sync automatically from the moment you install via Shopify webhooks — orders that existed in your store before install aren't imported by default. If you need a one-time backfill of historical orders, email support@routetoship.com with the date range.
My orders aren't syncing — what should I check?
Orders sync automatically once the app is installed — there's no separate "connect" step to configure. On install, Route to Ship is granted access to your orders, fulfillments, customers, and products. Newly placed orders can take a few minutes to appear on your Orders board. If they still aren't showing after that, email support@routetoship.com with your store domain and we'll investigate within one business day.
How do I set up my first pipeline?
Go to Settings > Pipelines or use the Visual Pipeline Builder. Create departments first (Print, Engraving, Assembly, Dispatch, etc.), then build a pipeline that chains them together. Use Shopify tags on products to auto-route orders to the right pipeline.
Where does the Customer Tracking Portal live?
Each order gets a unique tracking link. Send it to your customer (manually or via email automation), and they see live progress through every production step. The page is branded to your store and included on every plan tier.
How do I upgrade or change plans?
Inside the app, go to Settings > Subscription & Billing. Pick a higher tier and confirm the change through Shopify's billing approval. Upgrades take effect immediately; downgrades apply at the end of the current billing period.
I need a feature that's not in the app
Email support@routetoship.com with your use case. We prioritize feature requests by how many merchants benefit and how well they fit the production-pipeline core.
How do I cancel?
Uninstall the app from your Shopify admin. Your subscription cancels automatically. We retain your data for 30 days in case you reinstall, then it's permanently deleted.