> For the complete documentation index, see [llms.txt](https://docs.hotwax.co/documents/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.hotwax.co/documents/retail-operations/orders/order-routing/troubleshooting/incorrect-shipping-method-mapping.md).

# Troubleshoot shipping-method mapping

Resolve orders that do not match the intended routing shipping-method filter.

An imported order can miss the intended routing when its source shipping option is not mapped to the HotWax Commerce shipment method used by the routing filter.

## Compare the order and routing values

1. Open the order in `Sales Orders`.
2. Record the shipping method on the order.
3. In the **Order Routing Rules** app, go to `Routing` > `Order Routing`.
4. Open the routing group and select the intended routing.
5. In `Filters`, review the included and excluded `Shipping method` values.
6. Confirm that the order's HotWax shipping method matches an included value and does not match an excluded value.

A `Shipping method` sort changes processing priority. It does not make an order eligible for the routing.

## Correct a Shopify mapping

1. Open the **Company App**.
2. Go to `Shopify` and select the connection that imported the order.
3. Open `Shipping methods`.
4. Find the source shipping option.
5. Select the matching HotWax shipment method and carrier.
6. Click `Save All`.

Repeat this check for every active source shipping option. For an order from another commerce channel, review that channel's integration mapping instead.

{% hint style="info" %}
Changing a mapping does not prove that an existing order was updated. After saving the mapping, inspect the order again and follow your integration's approved correction or reimport process when the old value remains.
{% endhint %}

See [Manage Shopify mappings](https://github.com/hotwax/oms-documentation/tree/user-guides-pub/documents/system-admin/administration/company/manage-shopify-mappings.md#map-shipping-methods) and [Find sales orders](/documents/retail-operations/orders/order-management/find-sales-orders.md).


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.hotwax.co/documents/retail-operations/orders/order-routing/troubleshooting/incorrect-shipping-method-mapping.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.