Fruugo's order deadlines, and how to never miss one
Fruugo runs every order on a clock. Miss it, and the order is cancelled, the customer is refunded, and it counts against you.
The short answer. Relay Sentry checks Fruugo for new orders every few minutes, creates each one in Shopify and confirms it back to Fruugo as soon as the Shopify order exists. When you fulfil in Shopify, the shipment and tracking go to Fruugo. Orders close to a deadline and shipments without tracking are flagged on the Orders page, and our team is alerted too.
01The problem
Fruugo expects a new order to be confirmed or cancelled within one business day. An order left unconfirmed for seven days is cancelled automatically and the customer is refunded. Once you ship, Fruugo expects the shipment and its tracking number.
Each of those steps is easy to miss when orders arrive in one system and are handled in another: an order that failed to import, a confirmation that never reached Fruugo, or a parcel marked fulfilled in Shopify without a tracking number.
02What it costs you
- An auto-cancelled order is a lost sale and a refunded customer.
- Auto-cancelled orders count against you with Fruugo, and a customer who ordered from you and got a refund instead is unlikely to order again.
- You usually find out after the fact, when there's nothing left to save.
03How Relay Sentry fixes it
Orders arrive on their own
With automatic import on, Relay Sentry asks Fruugo for new orders every few minutes, over an overlapping 24-hour window so an order is never skipped.
Confirmed as soon as the Shopify order exists
Each Fruugo order becomes a Shopify order and is confirmed back to Fruugo straight away. If Fruugo doesn't receive the confirmation, Relay Sentry resends it on a schedule.
Tracking goes out when you fulfil
Fulfil in Shopify as usual. The shipment and tracking number are sent to Fruugo, and a later tracking change is sent as an update. A fulfilment without a tracking number is held and flagged instead of being sent empty.
Cancellations and refunds are reported
Cancel an unshipped order in Shopify and it's cancelled on Fruugo. Refund items in Shopify and a return is sent to Fruugo.
Warnings before the deadline, not after
The Orders page summary flags orders close to Fruugo's auto-cancel, stuck orders, and fulfilments with no tracking number, each linking to the orders involved. Relay Sentry's own team is alerted about the same orders.
04Where you'll find it in the app
- In Settings, switch on Import Fruugo orders automatically once you're ready to ship orders the same day.
- Open Orders to see new orders, their state, and anything that needs you in the summary at the top.
- Fulfil orders in Shopify with a tracking number. The shipment reaches Fruugo on its own.