Click & Drop not syncing with Shopify? Check these first

Most "orders not importing" problems have one of a handful of causes. Work down this list before contacting Royal Mail — it applies whichever app you use to connect Shopify and Click & Drop.

1. Is the order actually paid? Click & Drop integrations import paid orders. Orders on "Payment pending" (bank transfer, some BNPL states) won't appear until they are marked paid.
2. Is it already fulfilled? Fulfilled or archived orders are skipped. If you fulfilled an order manually in Shopify before the label was printed, it will never be imported.
3. Has the API key been regenerated? In Click & Drop → Settings → Integrations, generating a new key silently invalidates the old one. Any app still using the old key fails on every order. Paste the current key into your app again.
4. Weight missing or zero. Click & Drop rejects orders it cannot price. Check the product's weight in Shopify (Products → variant → Shipping) — a zero weight is the single most common rejection we see.
5. Postcode or address format. A postcode with a typo, a missing house number, or a non-UK address without a country code will be rejected with a validation message. Fix the address on the order and resend.
6. International orders: customs data. Orders leaving the UK need a goods description, value and (ideally) an HS code per line. If your app copies the product title as the description, customs may hold the parcel; set a plain-words description instead.
7. Did the integration stop altogether? If no orders have arrived for hours, the problem is the connection, not the orders: the app was uninstalled/reinstalled (new key needed), the Click & Drop account was suspended, or the app's own service is down.

The real problem: you only find out later

With most integrations none of the above shows up inside Shopify. The order simply isn't in Click & Drop when you go to print, and you discover it when a customer asks where their parcel is. That is the one thing Pillarbox was built to change: every rejected order shows Royal Mail's own reason on the Pillarbox dashboard in Shopify, with a Retry button, and you get an e-mail if an order stays stuck. See how it compares to the official app.

Still stuck?

Royal Mail business support: through your Click & Drop account (Help → Contact). If you use Pillarbox, e-mail [email protected] with the Shopify order number and we'll look at the exact response Royal Mail returned.

Last updated 20 September 2026. Royal Mail and Click & Drop are trade marks of Royal Mail Group Ltd; Pillarbox is independent and not affiliated with or endorsed by Royal Mail.