# How Marketplace Orders Reach You

> Follow a marketplace order's journey into Osello and on to your Shopify store — what syncs automatically, how often, and where to watch it happen.

When a customer buys your product on a marketplace like Macy's or Nordstrom, 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

1. **A customer places an order on the marketplace.** Nothing changes about how customers shop — they buy from your listing as usual.
2. **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.
3. **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** is on for that marketplace. With it off, Osello simply mirrors whatever the marketplace decides. See [Accepting and rejecting new orders](/help/orders/accept-and-reject-orders).
4. **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.
5. **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.
6. **Updates flow both ways.** When you ship in Shopify, Osello sends the tracking back to the marketplace. Cancellations, refunds, and returns sync too.

## 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. That match is what lets Osello check stock, decide whether to accept, and create the order in Shopify with the right product.

Sometimes an order arrives before its listing or product exists in Osello — most often right after you connect a marketplace, when Osello pulls in order history that predates 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.

## 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.
- **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.

## Where to go next

- [Accepting and rejecting new orders](/help/orders/accept-and-reject-orders)
- [Fulfilling orders and adding tracking](/help/orders/fulfill-orders-and-add-tracking)
- [Connect your Shopify store](/help/getting-started/connect-your-shopify-store)