Frequently Asked Questions

OrderBridge is a Shopify app that automatically imports your Etsy orders into your Shopify store. It helps multi-channel sellers manage all their orders from one place, eliminating manual copy-pasting and reducing fulfillment errors.

After installing OrderBridge from the Shopify App Store, you'll be guided through connecting your Etsy shop via OAuth. This secure process gives OrderBridge permission to read your orders without sharing your Etsy password.

For full functionality, we recommend installing the OrderBridge Chrome extension. The extension helps capture complete shipping addresses from Etsy and assists with updating tracking numbers after you ship orders.

OrderBridge uses smart adaptive polling based on your store's activity. Active shops (orders in the last 24 hours) sync every 5 minutes. Quieter shops sync less frequently, up to 60 minutes for dormant stores. This balances speed with API efficiency.

Etsy's API has limitations on accessing complete shipping address data. The browser extension reads the full address directly from your Etsy order pages when you view them, ensuring accurate shipping information syncs to Shopify.

The browser extension assists with updating tracking numbers on Etsy, but it's not fully automatic. When you view an order that needs tracking updated, the extension will copy the tracking number to your clipboard and help you navigate to complete the order on Etsy.

OrderBridge imports product details, quantities, pricing, and payment information automatically via the Etsy API. Shipping addresses and buyer email addresses are captured with the browser extension's assistance when you view orders on Etsy.

OrderBridge can automatically match Etsy listings to your Shopify products using SKU codes or title similarity. For products that don't match automatically, you can manually assign mappings through the dashboard.

Orders with unmapped products are still imported. You can fulfill them normally, and the product information from Etsy will be included in the order details. You can map products at any time through the dashboard.

Yes. OrderBridge can automatically send your custom follow-up messages to buyers after their orders are marked as delivered. You control the message content and timing through the dashboard settings.

You can configure how many days after delivery to send follow-ups, and specify a time window (for example, between 10am and 2pm in the buyer's local timezone). This ensures messages arrive at appropriate times.

OrderBridge offers three plans to fit different business sizes:

All plans include the browser extension, smart adaptive polling, review import, automated follow-up emails, and email support.

Yes. All new users get a 7-day free trial with unlimited order syncing. You can test OrderBridge with your store before committing to a paid plan. During the trial, historical orders imported from before your install date don't count against any future limits.

OrderBridge is billed through your Shopify account as a recurring app charge. You'll see it on your regular Shopify invoice alongside your other app subscriptions. Your billing cycle resets monthly, and your order count resets to zero at the start of each cycle.

Only new orders placed on Etsy after you install OrderBridge count towards your monthly limit. Here's how it works:

• New orders (after install): Count towards your monthly limit
• Historical orders (before install): Free to import during your trial period
• Re-imported orders: If you delete an order and re-import it, it counts again to prevent gaming the system

Your order counter resets to zero at the start of each billing cycle.

You won't be blocked from syncing orders. On the Starter and Growth plans, orders beyond your included amount are charged at the overage rate. OrderBridge will continue syncing your orders seamlessly.

If you consistently exceed your included orders, consider upgrading to save money. For example, if you regularly sync 80+ orders, the Growth plan ($7.99 for 100 orders) is more economical than Starter with overage.

Here's a quick guide:

• 0-50 orders/month: Starter ($2.99) is perfect
• 50-100 orders/month: Growth ($7.99) saves money vs. Starter + overage
• 100+ orders/month: Unlimited ($15.99) is the best value

The dashboard shows your current order count and will suggest an upgrade if you'd save money on a higher plan.

Yes. You can upgrade or downgrade your plan at any time from the billing section in your dashboard.

Upgrades: Take effect immediately. Shopify prorates the charges, so you'll pay for the remaining days at your new plan's rate.

Downgrades: Also take effect immediately, but the dashboard will warn you if you've already synced more orders than the lower plan includes. For example, if you've synced 80 orders and downgrade from Growth (100 included) to Starter (50 included), you'll see the overage cost before confirming. This lets you decide whether to downgrade now or wait until your next billing cycle.

You can cancel anytime from your Shopify admin by uninstalling the app, or from the billing section in the OrderBridge dashboard. If you cancel during your trial, you won't be charged. After cancellation, your synced orders remain in Shopify but no new orders will be imported.

The OrderBridge extension is currently available for Google Chrome and other Chromium-based browsers like Microsoft Edge and Brave.

Yes. All data is transmitted over encrypted HTTPS connections. API credentials are encrypted at rest. We don't sell or share your data with third parties. See our Privacy Policy for full details.

When you uninstall OrderBridge, your account data is deleted within 30 days. Authentication tokens are immediately revoked. Orders that were already created in Shopify remain in your store.

Contact us at support@ittle.co for any questions or issues. We typically respond within 24 hours on business days.

Email us at support@ittle.co with details about what happened, what you expected to happen, and any error messages you saw. Screenshots are helpful if you have them.