How to update or change tracking info once order is fulfilled?

[cpk_jenna]

Is it possible to update or change tracking info (specifically the tracking number) once an order has been "fulfilled?" I can't seem to find a way to do this, though I feel like it should be a thing lol.

I've recently had a buyer want to add something to an order, so I needed a larger box that I'd originally planned, I had to cancel the original label and would now like to update her order to show the correct (new) tracking but I can't seem to sort out how to do that.

Thanks in advance for any help! 🙂

[JoesIdeas · Accepted solution]

Yes. Click the 3 dots in the top right corner of the fulfillment order (the box with the item(s) and location, when you're on the order details page), then click Edit tracking.

[cpk_jenna]

Well now I feel silly 😅 I swear I clicked about a thousand three dots and I just couldn't find it. (It was a lot more obvious on the app, I think part of my issue on the desktop was I kept getting distracted by "more options" and "edit" and neither of them were it.)

Thank you so much for your help!

[JoesIdeas]

Hah all good, you're welcome.

I almost only use the desktop version, have the 3 dots available like this:

If you don't see the option to Edit tracking, it might be something with that type of order or location, or status, something like that.

With a normal order flow, if you can make fulfillment actions and you've added tracking, you should be able to edit tracking.

[cpk_jenna]

Thank you so much! I was looking in the wrong place, I've found it now. The holidays have me a bit scrambled lol.

You guys are the best, I really appreciate you 🫶🏻

[glocgirl]

Hello,

I am having the same issue. However, our fulfilled item says it is out for delivery because the product was damaged and UPS discarded the product. We sent a replacement and I want to update the tracking to the new product shipped but it doesn't give me the option to update tracking. My "3 dot" options are: Print Packing Slip, Download Label, File a Shipping Claim (which I already have). How can I update tracking aside from adding a note about it?

[JoesIdeas]

It sounds like updating tracking is not an option in that case, maybe because it's already out for delivery, or the action is not permitted, like if it was marked fulfilled by a fulfillment service.

I would just let the customer know about the new tracking number, and make a comment in your order timeline with the new tracking number if you are wanting to save that in the order for later.

[Dd2025]

Hi there,

And what if the 3 dots dont show option to edit tracking? You've said it might be something with that type of order or location.
I have only the option to request cancelation. 

What is therefore the solution? 

[JoesIdeas]

It means the action is not permitted. If request cancellation is the only option, I'm guessing that the location is tied to a fulfillment service (like an app). If that's the case, then only that app can update take those actions. So you'd want to cancel the request, then change the location to a location you control, and then add the tracking / mark fulfilled.