developmentsendcloud

Hello,

Thank you for taking the time to share your feedback!

This version of our WooCommerce plugin (sendcloud-connected-shipping) has always been fully compatible with HPOS (High-Performance Order Storage).

If you’re still running into issues, please double-check your HPOS settings under:

WooCommerce → Settings → Advanced → Features

If HPOS mode is enabled, make sure that compatibility mode is also turned on — otherwise, Sendcloud may be unable to retrieve orders correctly. You can find further instructions by visiting our help centre article: https://support.sendcloud.com/hc/en-us/articles/34953204906385-WooCommerce-V2-Troubleshooter

If everything is set up as described and the issue persists, our support team will be happy to take a closer look at your setup and help you get things working smoothly:

How do I create a support ticket?

Thank you again for helping us improve.

Best regards,
Sendcloud Support Team

Hello,

Thank you for reaching out! We are sorry to hear about the issues you are encountering.

It appears you are using the old v1 plugin, for which our support is now limited.

We highly recommend migrating to the new v2 plugin, which is actively supported and could resolve the errors you are experiencing. You can find the full instructions in our official WooCommerce V2 Migration Guide.

While we strongly advise migrating, we will still happily take a look at your current issue. To investigate this further, please create a support ticket directly with our team so we can handle your case more efficiently.

Thank you for your cooperation.

Kind regards,

The Sendcloud Team

Hey @rafaeldejongh ,

Thank you for the detailed explanation, and I completely understand the frustration this issue is causing. I appreciate the time you’ve taken to troubleshoot and share the background.

It sounds like the plugin is being flagged by Cloudflare’s Bot Fight Mode, which prevents proper syncing. As a first step, please ensure the following endpoints we use during order import are allowed/whitelisted within Cloudflare:

/wp-json/wc/v3/orders
/wp-json/wc/v3/products
/wp-json/wc/v3/products//variations
/wp-json/wc/v3/taxes
/wp-json/wc-sendcloudshipping/v2/integration
/wp-json/wc/v3/webhooks

If you’ve already confirmed these endpoints are accessible and the issue persists, we recommend submitting a new support ticket in Sendcloud so we can further check this directly with Cloudflare. While I’ve logged this case internally for further investigation, detailed troubleshooting and escalations are handled through our support system to ensure proper tracking and protection of sensitive information.

We understand that disabling Bot Fight Mode is not an ideal solution due to the increased unwanted traffic, and our team will work to find a resolution that allows your plugin to sync properly without compromising. Once a ticket is created, our support team can keep you updated on any progress made with Cloudflare.

Thank you for your patience while we continue investigating this.

Regards,

Safan | Technical Support Specialist

Hey,

Apologies for the late reply, and thanks for reaching out with your more than valid question. We completely understand your concern about creating a new user with privileged access on your site. Allow us to explain the reason for this.

Why is a Shop Manager account required?

The creation of a Shop Manager user is a requirement based on how the WooCommerce REST API is designed. Here’s a quick breakdown:

• In WooCommerce, API keys do not have permissions on their own. Instead, they inherit the permissions of the WordPress user they are associated with.
• To access and manage essential data like orders, the API key must be linked to a user with a role that has sufficient permissions.
• A user with a Customer role, for example, cannot access or modify orders. The minimum required role for managing a store’s orders and products is Shop Manager.

Therefore, to ensure our integration can function correctly (e.g., read and write order information), we must create a dedicated Shop Manager user and generate the API keys for that specific account.

Is the account permanent and are there alternatives?

Yes, the Shop Manager user must remain active for the integration to continue working. If the user is deleted or its role is changed, the associated API keys will lose their permissions, and the connection will fail.

Currently, this is the standard and required method for API-based integrations with WooCommerce. An alternative that doesn’t involve creating a user is not possible because the platform’s architecture is built around user-role-based permissions for its API.

Creating a dedicated user for a specific application is also a security best practice. It isolates the integration’s permissions and allows you to easily revoke access at any time you wish.

We hope this clarifies the reasoning behind the user creation. If anything is unclear or if you have further questions, feel free to let us know!

Best regards,
Sendcloud

Hi @sennevdp,

Thank you for posting your question.

Kindly submit a support ticket so our Technical team can assist you further with this issue.

More information here:
https://support.sendcloud.com/hc/en-us/articles/360046514071-How-to-get-support-from-Sendcloud

Please make sure to provide the version of the Sendcloud plugin you are using.

Best regards,

Sendcloud

Hi @davelo

I hope you are doing well today! Thank you for your question regarding compatibility mode and the Sendcloud v2 integration, I’m happy to clarify this for you.

Our current integration is fully compatible with HPOS and does not require compatibility mode to be enabled. The troubleshooting step you’re referring to applies only to the Sendcloud v1 plugin.

I do see that this is confusing, since the information appears in the WooCommerce V2 Troubleshooter article. To help prevent further issues, I’ve reached out to our team and requested an update to the Help Center article, either to remove that step or clearly state that it’s only relevant for v1.

Thanks again for bringing this to our attention we really appreciate it!

I hope this covers everything, but if you have any other questions or concerns, don’t hesitate to keep in touch.

Best regards,
Safan / Technical Support Sendcloud

Hi Dave,

Thank you for posting your questions.

During the service point configuration migration, there may be cases where certain configurations are not transferred correctly. This can result in service points not appearing at checkout, or not all active service points being displayed as expected.

The migration process for service points generally works as intended. However, we highlighted the potential for issues because conflicts with other plugins can occur. Unfortunately, these conflicts are difficult to predict, as each self-hosted environment can differ significantly in setup and behavior.

If you encounter any issues during the migration, we recommend submitting a support ticket so our team can assist you directly. You can find more information here.

Best regards,

Sendcloud Team

Hi @thaann ,

Thank you for sharing this information. I shared this it with our development team.

For updates on ongoing support tickets, please check with our team via the support ticket that is still open.

The team will get back to you once the issue is fixed.

Thank you for your understanding.

Best regards,

Sendcloud