Most Shopify stores connect to Sutton in minutes. If your store has a large number of customers, products, or orders, the first connection can take much longer. This FAQ explains what to expect and how to set up your import.

When you first connect, Sutton pulls in your store's customers, products, and recent orders. For a high-volume store, that can mean hundreds of thousands of records, so the first sync can take several hours.

While it runs, the integration shows Connecting…. This is normal, and you don't need to start over. If it seems stuck, contact your Customer Success Manager, and we can check its progress for you.

On very large stores, the first sync can run longer than your Shopify sign-in session. When that happens, the integration may show Needs update with a Reconnect button, even though nothing is wrong with your store or your data.

Click Reconnect and authorize Shopify again so the sync can continue. If the status keeps coming back, contact your Customer Success Manager.

We recommend setting a Start date instead of importing your full order history. Large imports take longer and are harder to check. Bringing orders in a few months at a time keeps each import quick and easy to review.

You can usually import products in one pass.

A slow first connection is expected for high-volume stores. A Reconnect status during that first sync usually means the sign-in timed out, not that something broke, so reconnect and let it finish. Once you're connected, import orders in date ranges rather than all at once.