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 most shops, we recommend installing the OrderBridge Chrome extension. Etsy's API restricts buyer address access for US and EU sellers, so the extension captures full shipping addresses directly from your Etsy order pages. It also pushes tracking numbers back to Etsy after you ship. Shops in certain other regions (such as Australia) receive full addresses via the Etsy API automatically and can have tracking pushed back to Etsy without the extension — OrderBridge detects this automatically.

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 restricts access to complete shipping address data for sellers in the US and EU. The browser extension works around this by reading the full address directly from your Etsy order pages when you view them, ensuring accurate shipping information syncs to Shopify. Sellers in certain other regions (such as Australia) receive full addresses via the Etsy API and do not need the extension for address capture.

Tracking numbers are saved to OrderBridge automatically when you fulfill an order in Shopify. For shops in regions where Etsy provides full address data via the API (such as Australia), tracking is also pushed back to Etsy automatically — no extension needed. For US and EU shops, Etsy's API restrictions mean tracking must be pushed via the browser extension, which reads the saved tracking number and submits it on Etsy on your behalf when you view the order.

Some carriers do not provide a public tracking API, which means OrderBridge cannot automatically update the delivery status beyond “Shipped”. This currently affects:

• Amazon Logistics (AMZL) — Amazon keeps its last-mile delivery data private and does not share it with third-party platforms.
• Intelcom — Intelcom does not offer a public tracking API.

Unlike USPS, UPS, and FedEx — which provide real-time tracking feeds that OrderBridge polls automatically — these carriers have no way for us to retrieve delivery confirmation programmatically.

Orders from these carriers will show as Shipped on your dashboard. Your buyer can still track their package in real time by clicking the carrier badge on the order, which links directly to the carrier’s tracking page.

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. Orders placed on Etsy before your install date (historical backfill) are always free. New orders placed after you connect OrderBridge count toward your limit even during the trial, so your billing accurately reflects real usage from day one.

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): Always free — these are backfill orders that predate your connection to OrderBridge
• 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.

Auto-Restock automatically restores your Etsy listing inventory after an order is fulfilled. This helps maintain the "Only X left!" scarcity messaging that encourages buyers to purchase quickly.

When enabled, after you fulfill an order in Shopify, OrderBridge will automatically increase the quantity on the corresponding Etsy listing. You can enable this per-shop in your Settings page.

Yes. If you sell digital downloads, add-ons, or other items that shouldn't create Shopify orders, you can exclude them by SKU.

Go to the Etsy SKU Management page in your dashboard and enable "Exclude Mode." Then mark any SKUs that should be skipped during import. Orders containing only excluded SKUs won't be created in Shopify.

Yes. The Tracking Notifications feature sends automatic emails to customers when their shipment status changes. You can enable notifications for any combination of three events: In Transit, Out for Delivery, and Attempted Delivery.

For each event, you can customise the subject line and message body. Every notification automatically includes a one-click tracking button linked to the correct carrier tracking page (USPS, UPS, FedEx, etc.) and your Etsy order reference. Set it up under Settings → Tracking Notifications in your dashboard.

Delayed Import is an optional mode that holds new Etsy orders in a staging queue instead of creating them in Shopify immediately. Orders stay pending until the browser extension captures the full shipping address from your Etsy order page.

This is useful if you prefer to review orders before they enter your Shopify workflow, or if you want to batch-process orders at specific times. When an order is ready (address captured), it moves into Shopify automatically. Enable it under Settings → Import Mode.

Yes. If you use Smile.io for customer loyalty points, OrderBridge can automatically send welcome emails to first-time Etsy buyers telling them how many points they earned on their order. This bridges the gap between your Etsy and Shopify loyalty programs since Etsy orders don't flow through Shopify's native Smile.io integration. Contact support to enable this feature for your shop.

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.