Use the status queue as the first diagnostic
Status | UI meaning | Operator action |
In Queue | The fulfillment is waiting for a sync worker. | Allow processing time. Do not create duplicate requests. |
Processing | PalSync is matching or updating the PayPal transaction. | Wait for a terminal result, then refresh. |
Successful | The tracking workflow completed. | Confirm the Synced to PayPal timestamp; no recovery is normally required. |
Missing Info | A required transaction, account, fulfillment, carrier, or tracking value is absent or unresolved. | Open the Shopify and PayPal links, correct the missing source data, then use a retry only if the app offers one. |
Failed | Validation, authorization, PayPal, Shopify, or a temporary service problem prevented completion. | Read the recorded reason. Correct the cause before retrying. |
Old Fulfillment | The fulfillment is outside the realtime path. | Use Historical Orders if it is eligible and worth one token. |
Recovery order
Open the affected status tab.
Confirm the Shopify order and PayPal transaction links identify the same purchase.
Check the receiving PayPal account is Active in Settings.
Verify tracking exists for a physical shipment.
Compare the Shopify carrier text with Courier Mapping; exact matching is case-sensitive.
For Old Fulfillment, stop realtime retries and use the historical workflow.
After correction, refresh and observe the new state.
Escalate with evidence
Send support the store domain, Shopify order number, PayPal transaction ID, fulfillment timestamp, carrier text exactly as Shopify shows it, tracking number with sensitive portions hidden if necessary, current status, recorded reason, and last observed time.