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Israel Lopez Consulting

Frequently Asked Questions (FAQ)

This page collects the questions we hear most about the Starshipit integration, grouped by who’s asking. Jump to the section that fits, or search this page for a keyword if you already know what you’re looking for. Can’t find it here? Support contact info is at the bottom.

For End Users

Section titled “For End Users”

I packed/shipped an order — why hasn’t it shown up in Starshipit yet?

Section titled “I packed/shipped an order — why hasn’t it shown up in Starshipit yet?”

The integration checks for newly Packed (or Entered) orders on its regular schedule rather than instantly — give it a little time before assuming something’s wrong. See the User Guide for the full order-to-shipment flow.

The Recommended Package Size on the Get Rates screen doesn’t match what I’m actually shipping — can I change it?

Section titled “The Recommended Package Size on the Get Rates screen doesn’t match what I’m actually shipping — can I change it?”

Yes — the Length, Width, and Height fields are editable. They’re pre-filled based on the largest item on the order, but you can enter the actual package dimensions before clicking Request Rates, which is useful when consolidating multiple items into one box. See the User Guide: Confirm or adjust the package size.

Why can’t I add a second shipping line item after using Get Rates?

Section titled “Why can’t I add a second shipping line item after using Get Rates?”

Only one shipping line item is allowed per order through this tool — if one already exists, you’ll get a message instead of a duplicate line. If you need to change the shipping charge, remove the existing shipping line item on the Sales Order first.

Why don’t I see a Get Rates button at all?

Section titled “Why don’t I see a Get Rates button at all?”

The button only appears once the Starshipit plugin configuration (API key, subscription key, base URL) has been completed under Integration > StarShipIT. If it’s still missing after that’s set up, contact ILC support.

A shipment was dispatched in Starshipit but Fishbowl still shows it as open — what do I do?

Section titled “A shipment was dispatched in Starshipit but Fishbowl still shows it as open — what do I do?”

Use the Flush Pending Ships button in the Shipping module — see User Guide: If a shipment gets stuck. This also resolves itself automatically every couple of minutes, so a brief delay before it clears is normal. If it’s happening often, contact ILC support.

For Administrators

Section titled “For Administrators”

An order isn’t showing up in Starshipit — why?

Section titled “An order isn’t showing up in Starshipit — why?”

Check these, in order:

  1. Is the order’s Fishbowl status Entered or Packed? Orders in other statuses aren’t picked up.
  2. Is the Sent To StarShipIT custom field already checked? If so, it’s already been sent — check StarShipIT Order ID for the corresponding Starshipit order.
  3. If it’s genuinely new and meets both conditions above, it should be picked up on the next sync — see the Admin Guide: How Orders Are Sent to Starshipit for timing.

A shipment’s tracking info, cost, or carrier isn’t showing up in Fishbowl — why?

Section titled “A shipment’s tracking info, cost, or carrier isn’t showing up in Fishbowl — why?”

Confirm which Starshipit events are configured to trigger a Fishbowl update — see Admin Guide: How Shipment Data Comes Back to Fishbowl. By default, Manifested does not trigger an update — only Printed and Shipped do. If your shipment is only Manifested so far, that’s expected; it’ll update once it’s Printed or Shipped.

Why does an order sometimes get marked as “sent” without a new Starshipit order being created?

Section titled “Why does an order sometimes get marked as “sent” without a new Starshipit order being created?”

If an order with that order number already exists in Starshipit, the integration recognizes this and links Fishbowl to the existing Starshipit order instead of creating a duplicate. This is expected self-healing behavior, not an error.

Authority to Leave and Safe Drop don’t look right on an order — why?

Section titled “Authority to Leave and Safe Drop don’t look right on an order — why?”

A few rules apply together, in this order:

  • If Signature Required is checked, neither Authority to Leave nor Safe Drop is applied — a signature requirement always wins.
  • If Signature Required isn’t checked and both Authority to Leave and Safe Drop are set, Authority to Leave takes precedence.

See Admin Guide: Data Behavior Notes for detail.

A kit item shows a different unit price in Starshipit than I expected — why?

Section titled “A kit item shows a different unit price in Starshipit than I expected — why?”

If a kit component line has no price of its own in Fishbowl, the integration calculates an average price for it based on the parent kit’s price, so Starshipit doesn’t receive a zero-value item. This is expected for kit components specifically — standalone products keep their own price.

My company runs multiple Fishbowl databases — how do I get the integration on all of them?

Section titled “My company runs multiple Fishbowl databases — how do I get the integration on all of them?”

This is provisioned per Fishbowl database and isn’t automatically extended to additional ones. Contact ILC to get it set up on another database.

How do I get this installed for the first time, or on a new database?

Section titled “How do I get this installed for the first time, or on a new database?”

Installation is performed by ILC — there’s no self-service install today. Contact ILC to schedule it — see the Admin Guide: Installation & Setup for more detail.

Orders are being created in Starshipit, but shipments never come back into Fishbowl as Shipped — why?

Section titled “Orders are being created in Starshipit, but shipments never come back into Fishbowl as Shipped — why?”

Check whether the integration’s connection has been approved yet: Settings module > Integrated Apps tab, logged in as admin. Until that connection is approved, the integration can create and enrich orders but can’t write shipment updates (tracking, cost, carrier, marking Shipped) back into Fishbowl. See Admin Guide: Installation & Setup.

Can I change which shipment events trigger a Fishbowl update, or which custom fields are used?

Section titled “Can I change which shipment events trigger a Fishbowl update, or which custom fields are used?”

Yes, but this is configured on ILC’s side, not something you adjust in Fishbowl directly. Contact ILC with the change you’d like.

The rate markup on a Get Rates shipping line doesn’t match what I expected — why?

Section titled “The rate markup on a Get Rates shipping line doesn’t match what I expected — why?”

This can happen depending on your organization’s tax code setup. Contact ILC so we can confirm the markup calculation matches your tax configuration — see Admin Guide: Configuring the Get Rates Plugin.

Can I set up the Get Rates plugin’s API connection myself?

Section titled “Can I set up the Get Rates plugin’s API connection myself?”

The API Key is editable under Integration > StarShipIT in Fishbowl. The base API URL and subscription key used for that connection are handled by ILC as part of setup and aren’t exposed on that screen.

Do I need to update or reinstall this myself?

Section titled “Do I need to update or reinstall this myself?”

No. Feature updates and fixes are deployed by ILC, including updates to keep the integration compatible with supported versions of Fishbowl and Starshipit. See Admin Guide: How Updates Work.

Who do we contact for support — ILC or Starshipit?

Section titled “Who do we contact for support — ILC or Starshipit?”

It depends on where the issue is:

  • ILC supports the integration connection and data flow between Fishbowl and Starshipit — installation and configuration, data mapping, sync troubleshooting and monitoring, and compatibility updates for Fishbowl and Starshipit.
  • Starshipit supports the Starshipit platform itself — courier setup and configuration, carrier accounts and rates, label formats and Starshipit settings, and the Starshipit UI/dispatch workflow.

If a question is about how something is configured inside Starshipit (for example, “how do I set up my courier options?”), we’ll help point you in the right direction, but Starshipit’s own support will be the best channel for platform-specific guidance.

Not a Customer Yet?

Section titled “Not a Customer Yet?”

What does the ILC Starshipit Integration do?

Section titled “What does the ILC Starshipit Integration do?”

It connects Fishbowl Inventory and Starshipit to streamline fulfillment: it automatically sends packed shipments from Fishbowl to Starshipit, then syncs dispatch details (like tracking) back into Fishbowl once shipping is completed. See the Home page for the full picture.

Is this a two-way integration?

Section titled “Is this a two-way integration?”

Yes — two automated processes run in the background: Fishbowl → Starshipit (send shipments for label generation) and Starshipit → Fishbowl (send dispatch details back to close out the shipment).

How long does it take to install and go live?

Section titled “How long does it take to install and go live?”

Most standard installations can be completed and live within 1–2 business days of quote approval, assuming access and Starshipit credentials/API keys are available. See Admin Guide: Installation & Setup for the full sequence.

Do we still generate labels and dispatch inside Starshipit?

Section titled “Do we still generate labels and dispatch inside Starshipit?”

Yes. Your team generates labels and dispatches shipments directly in Starshipit, the same as today — the integration handles transferring the shipment data over and syncing the results back into Fishbowl automatically.

Can we customize the integration?

Section titled “Can we customize the integration?”

The standard integration supports a consistent fulfillment workflow that fits most businesses as-is. If you need custom logic, mapping adjustments, or special handling rules, ILC can scope and deliver that as a separate customization project — see Need a Custom Version of This Integration? on the Home page.

Is the ILC subscription separate from our Starshipit subscription?

Section titled “Is the ILC subscription separate from our Starshipit subscription?”

Yes. The ILC monthly subscription covers the integration service connecting Fishbowl and Starshipit — a separate Starshipit account/subscription is required directly through Starshipit.

Can we cancel the ILC subscription at any time?

Section titled “Can we cancel the ILC subscription at any time?”

Yes — it’s a monthly subscription and can be cancelled at any time.

What do we need to provide to get started?

Section titled “What do we need to provide to get started?”

Remote access to your Fishbowl server environment, an active Starshipit account, and your Starshipit API keys (ILC can help retrieve these if you provide your Starshipit login credentials). See Home: Pricing & What’s Included.

I don’t have the Starshipit integration yet — how do I get it, or find out what it costs?

Section titled “I don’t have the Starshipit integration yet — how do I get it, or find out what it costs?”

Request a Quote / Schedule a Demo — the fastest way to confirm fit, requirements, and pricing for your setup.

Still need help?

Section titled “Still need help?”

This contact information is for existing Starshipit integration customers only. Don’t have the Starshipit Integration yet and want to purchase it? Submit a request through the form linked instead; our sales team will follow up with you directly.

If you’re already a customer and this page didn’t answer your question, reach out based on your region: