'order status page' not showing order shipped

Explorer
46 0 30

I am in the UK, When I fulfill an order, ship it and send the customer an 'order shipped' email, they receive an email with a link to the 'order status page'.

However, this 'order status page'  never updates beyond 'order confirmed' even after fulfilling the order and sending the order shipped email. It never changes to 'order shipped'

Most of my orders are sent without tracking, but even orders that are sent with tracking (by Royal Mail) and the tracking number and carrier is included in the order details and the email, still do not have an 'order status page' update to show that the order is shipped. It remains on ''We’ve accepted your order, and we’re getting it ready. Come back to this page for updates on your shipment status."

This means I get emails from confused customers saying 'you sent me an email saying the order was shipped.. but the page says you are still getting it ready!'

Support do not seem to appreciate that this is a problem... but it is! Customers think I have not actually shipped the order yet. 

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Tourist
217 0 3

Hello @Feemish,

 

In Shopify, the "Order out for delivery" and "Shipment delivered" notifications will only be sent out when you fulfill orders that have tracking information from USPS, UPS, FedEx, and Canada Post. For other carriers, only the shipping confirmation email will be sent to the customers from Shopify.

 

As a solution to this issue, you can use the Shipment Tracking & Notify app, which will help you send tracking notifications to your customers whenever there is a change in the order status. The app also allows you to have a "Track Your Order" page within your store, from where your customers can track their orders.

 

Are you using Parcel Force? Please contact the App support for the integration with Royal Mail / Parcel Force. 

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Explorer
46 0 30

90% if my orders are of low value and are not shipped with tracked service. They are just sent first class post by Royal Mail.
So I don't believe this app will solve the problem.

I am not using Parcelforce. Just standard Royal Mail.

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Tourist
217 0 3

Yes I understand the problem. But, the only way to avoid "We're getting it ready" message is to fullfil the order with the tracking number.

 

Providing a mechanism for shipments without tracking number is an interesting use case. May be a manual option to update the Shipment status will help the customer to get more accurate shipment status.

 

Do you think something like this will help you?

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Explorer
46 0 30

Yes!

It's not just me. Having looked through this forum I can see lots of people are having this issue.

>> But, the only way to avoid "We're getting it ready" message is to fullfil the order with the tracking number.<<

To be clear.. that doesn't work in all cases either.. you need to not only fulfill the order with a tracking number, but with a tracking number from one of the 4 supported couriers.

I've used tracking numbers from Royal Mail (when I've sent tracked) and this still does not update the page.

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Tourist
217 0 3

You can do that from the Themes section.

 

Head to: Online store > Themes > Actions > Edit Language

 

Screenshot 2019-11-21 at 12.39.07 PM.png

 

Now search for "Confirmed description" in the search box. You can find the edit option to change the Order confirmation status.

 

Screenshot 2019-11-21 at 12.12.03 PM.png

 

Screenshot 2019-11-21 at 12.17.15 PM.png

 

Alternatively, We can work with you to support Royal Mail Tracking using Shipment Tracking & Notify App if you are looking for an advanced customization in the "Order status" page. You can create a "Track your order" page as well, where your customers can track their order.

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Explorer
46 0 30

Thanks again Hari_K,

We seem to be having the same discussion on two thread! oh well..

This doesn't solve the problem. The message will not change from whatever you edit in here to 'order shipped' once it is shipped.

The 'order status' page will not show any updated 'order status' for orders shipped without tracking unless Shopify build some kind of way of manually updating the status for people who ship without tracking.

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Tourist
217 0 3

@Feemish 

 

Yes! Lets close the discussion in this thread.

 

Here is the link to a similar post: https://community.shopify.com/c/Payments-Shipping-Fulfillment/Order-status-page-not-updating-manual-...

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