Fulfillment using third party app - issue

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We're using a third party for fulfillment of one of our products. It works to send the order to the app/company for shipment, but then the "fulfillment" step of the order is broken. The order does not ever get updated to "fulfilled" even after the order is shipped, which means the customer is never sent their tracking information and the order is left as "unfulfilled" even when it's been delivered.  Both Shopify and the third party app says they can't see anything wrong with the API.