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Where to find it: Main → Integrations → Sales Channels — Open in OTO ↗
Order sync is how orders get into OTO. Most arrive on their own from a connected sales channel; the rest you create by hand or upload in bulk. Everything downstream — routing, fulfillment, shipping — starts here, so this is also where bad data does the most damage.

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The four ways an order arrives

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Features

7 features in this function.

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Order sync from sales channels

Connecting a channel is self-serve. Main → Integrations → Sales Channels opens a searchable catalog of every platform OTO integrates with; pick one and choose Explore Channel to start its connection flow.
The All Channels catalog on the Sales Channels page

Fig. 1 — The catalog spans global storefront platforms, regional builders and marketplaces side by side — Shopify, Salla, WooCommerce, Zid, Adobe Commerce, OpenCart, BigCommerce, Sylius and Ikas through to Makane, Shahbandr, 3S Cart, Matjrah, T-Soft and KMK, alongside Noon, Jumia, Jahez and Fooder.

Once connected, a channel appears under Connected Channels with its store name, an Active or Inactive badge, and a toggle to switch it on or off without disconnecting it. Each channel’s ⋯ menu is where everything about that connection is managed.
The Connected Channels tab with a channel's action menu open

Fig. 2 — Per channel: Edit Credentials, Match Pickup Locations, Inventory Sync Settings, Sync Orders, Synchronize Products, Status Mapping and Remove. The Active/Inactive toggle pauses a channel without losing its configuration.

Two different syncsSync Orders here pulls orders for an entire channel. Synchronize Order, further down this page, re-syncs one specific order. They are different actions in different places.

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Marketplace order sync

Marketplaces behave differently from your own storefront: they own the customer relationship, impose their own SLA, and expect status to flow back on their terms. OTO treats them as first-class channels in the same catalog rather than a separate class of connector — Noon, Jumia and Jahez sit alongside the storefront platforms, and Amazon and Trendyol are integrated as well. Jahez is worth calling out as a different shape: orders are pulled into OTO, prepared there, then handed back to Jahez couriers for delivery. OTO runs fulfillment while the marketplace runs the last mile.

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Custom status mapping

Every platform names its order states differently, and none of them match OTO’s. Status Mapping is the translation table, configured per connected channel. Each row answers four questions: which OTO Status fires the update, what Update Type to send, which Ecom Status the channel should be set to, and what Ecom Comment to write alongside it. Add New Row adds a mapping; the bin icon removes one.
The Status Mapping dialog for a connected channel

Fig. 3 — A real mapping table. Shipment Processing sets the channel to executed, Collected to shipped, Out for Delivery to delivery, and the two return states to restoring and restored. Comments are templated — :deliveryCompany and the tracking number are substituted at send time.

Comments carry the useful partThe Ecom Comment field accepts variables, so the message the customer sees on the storefront can name the carrier and tracking number: “Shipped with :deliveryCompany”. This is often more valuable than the status itself, because storefront status vocabularies are coarse.

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Conditional status-update triggers

Update Type is what makes the mapping conditional rather than a blunt mirror. The same OTO status can push a different kind of update — an order comment, an order shipment record — and a status you don’t map at all is simply never reported. That matters because pushing every internal transition to the storefront makes the order history unreadable and can trigger duplicate customer emails from the platform. Map the transitions the customer benefits from seeing, and leave the operational ones inside OTO. Note that one OTO status can appear on more than one row with different Update Types — in the mapping above, Shipment Processing sends both a comment and an Order Shipment record.

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Automatic retry on failed updates

Channel APIs fail — rate limits, timeouts, brief outages. When an update to a sales channel doesn’t land, OTO retries rather than dropping it, so a transient failure doesn’t leave an order permanently showing the wrong status on the storefront. Failures and retries surface under Settings → Logs → Integration Logs, which is the first place to look when a channel’s statuses drift out of step with OTO.

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Manual order entry

From Main → Shipping → Shipments, choose Add Order. The form is two steps. Step 1 — Receiver Details. First name and phone number are required, along with country; last name and email are optional. The address can be entered three ways: type a Short Address Code (the Saudi National Address format, four letters and four numbers such as RRRD2929), fill the Full Address Line and its component fields by hand, or use Fill from Map to pick the point visually.
Step 1 of Add Order — Receiver Details

Fig. 4 — Required fields carry a red asterisk. Note the address block: Short Address Code, Full Address Line, Building No, Street Name, Secondary Address Number, City, District and ZIP Code — the structure the Saudi National Address uses, rather than a single free-text field.

Step 2 — Order Details and Products. Leave Order Number blank and OTO generates one. Order Date and Order Value are required — the value field carries its own note that it determines the compensation amount if a claim is ever needed, which is a good reason not to leave it approximate. Warehouse or Branch sets the origin, and Brands, Invoice Number and Ref No are there for matching the order back to your own systems. Products Details then takes Package Size and a required Item Description.
Step 2 of Add Order — Order Details

Fig. 5 — Order Value sets the declared value used for compensation. Warehouse defaults to your default location. Previous returns to the receiver step; Add creates the order, which then enters routing like any other.

Use the Short Address CodeWhere the customer knows it, the Short Address Code is faster to type and far more accurate than a street address — it resolves to exact coordinates, which is what Order routing needs to pick the closest location. See Address and data correction.

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Bulk order import

Upload Multiple Orders on the Shipments page opens the Upload Orders dialog. Download the template, fill it in, and upload — the file is validated before anything is created, and rows with problems are reported back for correction while the valid rows still process. On a large migration that matters: one bad row doesn’t cost you the batch.
The Upload Orders dialog

Fig. 6 — Download Template, then drag and drop or Browse. One file per upload, XLSX or XLS, up to 100 MB. The optional Description is a note for your own team, useful when several people are loading files.

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Re-syncing a single order

When a channel update is missed or arrives late, one order can fall behind the platform. Pull it back into line from Shipments → Pending Orders: select the order, open Orders, and choose Synchronize Order.
The Orders menu on the Shipments page

Fig. 7 — Synchronize Order sits among the per-order actions. Several of the others belong to functions documented elsewhere — Update Sender Location and Split Order under Order routing, Put on hold under Pre-fulfillment checks, and Inter Depot Transfer under Order fulfillment.

ScopeThis pulls the current status from the platform and applies it. It does not overwrite other order data, does not trigger customer notifications, works only on orders in Pending Orders, and handles one order at a time. To refresh a whole channel, use Sync Orders from that channel’s menu instead.

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Limits and prerequisites

  • Sales Channels — the module covering connection, updates and the checkout API in depth.
  • Address and data correction — cleans what sync brings in, before routing reads it.
  • Order routing — the next step for every order that arrives here.
  • Inventory sync — the other half of the channel connection, pushing stock back.
  • REST API — the fourth route in, for custom storefronts and ERPs.