Using "Skip Unpaid Orders" when importing Shopee Orders
Beginning August 2021, Shopee started masking buyer information for Indonesia, Malaysia, Singapore and the Philippines.
Shopee confirmed that buyer information is masked for UNPAID orders. But we will be able to access buyer information for orders that are paid or starting to ship.
To fix this you can skip importing unpaid orders from the preferences page and only import the orders after they are paid. This way the imported Shopify orders will always have the buyer's information.
Note that most of the time orders are only UNPAID for a few minutes before they are changed to PAID. If your products sell fast this might cause overselling. We suggest that you enable the stock threshold feature to prevent this from happening.
- From Shopee Singapore: Limiting of Access to Buyer Information