Last updated: Oct 14, 2026 at 9:09AM
When a customer buys your product on a marketplace like Macy's, Nordstrom, or Target+, Osello picks up the order, walks it through the marketplace's acceptance step, and creates it in your Shopify store — so you fulfill it the same way you fulfill everything else.
The journey, step by step
- A customer places an order on the marketplace. Nothing changes about how customers shop — they buy from your listing as usual.
- Osello imports the order. Osello checks each connected marketplace for new orders about every half hour. The order appears on your Orders page with its items, quantities, and totals, and its stock is held back from your other marketplaces so none of them can sell the same units while this order is still being decided.
- The order is accepted. Most marketplaces ask you to confirm each order before shipping. Osello reviews the order against your live inventory and answers the marketplace for you — as long as Push Order Updates to [marketplace] is on for that marketplace. With it off, Osello simply mirrors whatever the marketplace decides. See Accepting and rejecting new orders.
- Osello collects the full shipping details. Many marketplaces hold back the customer's shipping address until you accept the order. Once acceptance is confirmed, Osello pulls the complete details.
- Osello creates the order in Shopify. The order shows up in your Shopify admin like any other order, so your team or 3PL can fulfill it with your normal process. On the order's page in Osello, the actions menu includes a Manage in Shopify link that jumps straight to it. This step runs as long as Push Orders to Integrations is on for that marketplace (under Settings > Orders on the marketplace's page); turn it off to keep a marketplace's orders in Osello only.
- Updates flow both ways. When you ship in Shopify, Osello sends the tracking back to the marketplace. Cancellations, refunds, and returns sync too.
Orders placed before you connected
The first time a marketplace connects, Osello imports the orders placed there in the past year. Orders older than a year aren't imported, on any marketplace.
A year of orders can take an hour or more to import. Open the sync under Syncs to see how far it has got: it updates at least once a minute with how many orders it has pulled so far. If the import stops partway, run it again. Orders it already imported are left as they are, so the second run only works through the rest.
Avoiding duplicate Shopify orders
Before creating an order in Shopify, Osello checks whether Shopify already has it, for example because another app imported it or an earlier attempt got through. Osello links to an existing Shopify order instead of creating a new one when it carries the marketplace order number, or when it was created within 2 hours of the marketplace order and has the same shipping address, the same items and quantities, and the same order total.
A repeat purchase at a different total counts as a new order, so a customer who re-orders the same items to use a coupon they forgot the first time gets their own Shopify order. So does a Shopify order that is already linked to another marketplace order.
If Osello can't create an order in Shopify, the order is listed under Sync issues with the reason. The issue clears on its own once a retry succeeds.
Target+ differences
Target+ works the same way with a few marketplace-specific differences:
- Target+ never reports delivery, so a Target+ order stays at Fulfilled after it ships.
- When an order ships on Target+ outside Osello (in the Target+ portal or through another app), Osello picks up the shipment and its tracking number within about 3 hours.
- Target+ has no returns API. When Target+ refunds a customer, the order (and the refunded items) move to Refunded in Osello. For items that already shipped, the refund on the Shopify side is not created automatically. Items refunded before they shipped are refunded and canceled on the Shopify order for you.
- The customer's shipping address comes from a separate Target+ endpoint. It is pulled once, when the order first arrives.
- If your Target+ items are listed through Shopify's Marketplace Connect app, Marketplace Connect already creates the Shopify order. Osello recognizes those orders (Marketplace Connect stamps the Target+ purchase order id on them) and links to them instead of creating a second Shopify order. Keep Push Order Updates to Target+ off in that case, since Marketplace Connect acknowledges and ships on Target+ itself.
Matching order items to your listings
Each item on an order is matched to the listing and product it was sold from, usually by SKU. Osello tries the SKU and barcode the listing was submitted under first, then the product's current ones, so a SKU that changed in your store after listing still matches (see Why a listing keeps its SKU, barcode, or style code). That match is what lets Osello check stock, decide whether to accept, and create the order in Shopify with the right product.
When the item is matched to a product in your store, the Shopify order line uses that product's title, variant title, and SKU — so it reads the same as an order placed on your Shopify store for the same variant, even when the marketplace listing was submitted under a different title or SKU. An item that isn't matched keeps the title and SKU the marketplace reported (falling back on the listing's title).
Sometimes an order arrives before its listing or product exists in Osello — most often right after you connect a marketplace, when Osello pulls in the past year of order history, which can predate your catalog. Those items stay unmatched for the moment, and Osello retries the match on its own whenever new listings or products appear: when you create a listing or add variants to one, after a listings or products import, and after products sync in from Shopify. You don't need to do anything; unmatched items link themselves once their listing or product shows up.
An order placed before a product existed in your store is never matched to it — Osello only looks at orders that could genuinely be for that product.
Sync settings on a single order
Each order carries its own copy of the pull and push settings it was created under, taken from the marketplace's and Shopify's settings at the moment the order arrived. Later changes to those settings apply to new orders; an existing order keeps what it started with.
Open an order and expand Sync Status in the details column to see what the order is doing: its current sync state, the marketplace's and Shopify's status for it, when it was last pulled, and a Sync Settings grid showing which pulls and pushes are on for this order.
To change them for one order, choose Edit Order from the order's menu. Turning a pull off turns off everything downstream of it, since Osello can't send updates for an order it isn't reading. Turning off the marketplace pull stops the order syncing entirely; turning off the Shopify pull stops Osello pushing to Shopify as well.
Use it when one order needs to be left alone — an order you're handling manually on the marketplace, or one whose Shopify counterpart you've already fixed by hand and don't want overwritten.
The Orders page
Find it under Sales > Orders in the left sidebar. Every marketplace order is listed with its order ID, marketplace, customer, status, total, and date. You can search, or filter by marketplace and status.
Open any order to see its items and per-item status, prices and tax, the shipping address, the marketplace's fulfillment deadline, and any refunds. The order's menu also links to its full Order History, a running log of everything that happened.
How often Osello checks
- New orders — each marketplace is checked about every half hour.
- Orders in motion — orders waiting on a marketplace response (for example, right after acceptance) are checked every few minutes.
- Accepted and shipped orders — every 3 hours, Osello re-checks the ones the marketplace changed in the last 30 days, so shipments, cancellations and refunds made on the marketplace show up.
- Shopify changes — fulfillments and cancellations in Shopify reach Osello almost instantly, with periodic checks as a backup.
You don't need to refresh or trigger anything — the order's status badge updates as each step completes. If a sync ever fails, the order page shows the reason and a way to retry.
Some orders are read-only: order updates aren't sent back to the marketplace and the order isn't pushed to Shopify either. On those, the status badge shows what the marketplace reports and follows it wherever it goes, because Osello has nothing to send and no reason to step the order through acceptance, fulfillment and delivery itself.
An order is read-only when Push Order Updates to [marketplace] is off, or when the customer placed it before you turned that setting on. Osello won't acknowledge or ship an order the marketplace settled months before you connected, and it won't create it in Shopify, where you'd be booking revenue a second time. This is what you'll see on order history pulled in when you first connect a marketplace: orders already delivered or refunded there land on that status right away. Orders placed after you turn the setting on sync normally.
See Accepting and rejecting new orders for the full read-only behavior.