I have an issue where my fulfillment warehouse is submitting USPS and FedEx tracking numbers to my system and while usually Shopify identifies these as the correct carriers sometimes it changes them to DHL as the carrier and then the customer gets an invalid tracking number link. Anyone else have this issue and a fix?
We use FedEx Ground and LTL. There's no problem with our integrator writing back the tracking numbers. Unfortunately, everytime we use FedEx LTL, Shopify reads it as DHL and sends that notification to the customer. Of course, when our customer clicks for tracking info they get an error from the DHL site. Very Frustrating!!!
By any chance, are you using FedEx SmartPost? I happened to see similar queries regarding FedEx SmartPost. The issue was Shopify is showing DHL as the carrier even though it is FedEx SmartPost.
If you are using a shipping software that provides the tracking number to Shopify, then you should make sure that carrier_company field is updated by the software. If it is not updated, then Shopify algorithms kick in and it tries to identify the tracking number. As a result sometimes, there is a mistake and hence it is taken as DHL. To correct this, you can use a solution like the Multi Carrier Shipping label app that updates the field carrier_company correctly and hence there does not arise a problem.