I was told my POD orders shipped when they didn't. Why??

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I had an order go through that had four t-shirts. Two from Printify, one from Printful and one from Gelato. I had a confirmation from Shopify that it was processed and on it's way. My customer got both shirt's from Printify, but neither shirts from Printful or Gelato. Shopify gave me a confirmation that all orders had arrived and even had a USPS tracking number on the Gelato item. When I found out my customer only received half their order I did went directly to Printful and Gelato and they had ABSOLUTELY NO RECORD OF AN ORDER. Shopify told me everything was aye okay when it was clearly not! They even said it was DELIVERED! I was on Shopify chat support for an HOUR talking to someone that kept telling me to go to Printful and Gelato and the problem was with them. I felt like I was talking to someone who didn't know my language. He refused to give me a number. Since when does Shopify have awful support?! I used to be able to get on the phone and get things worked out with Intelligent humans. Now their is a stupid bot that tries to keep me from talking to a human that doesn't understand what's going on! If anyone has had this issue before please give me pointers!! I don't know what to do. My shop is just starting and I don't want this to keep happening. And also how the heck do I get it to send the shirts now? Shopify needs to back track and send the order through to the POD service so it can actually send the shirts to my customer.

Replies 2 (2)

Shopify Staff
1211 129 184

Hey, @EmeraldPromise!


Thank you for reaching out, and I'm truly sorry to hear about the issues you've encountered with this.


While I don't have direct access to your account or store from here, I regret that I'm unable to investigate the specifics of what occurred in this situation. It's possible that there might be a technical glitch that our team or the third party providers need to address. I highly recommend following up on your ticket if you have one or contacting us to bring this matter to the attention of our technical team for a thorough review.


Ensuring a seamless and positive experience for our merchants has always been our top priority. We continuously evaluate and enhance our services to cater to the individual needs of each merchant. In our experience, we've found that live chat support tends to be the most efficient and effective way to assist our merchants promptly. This approach enables us to swiftly provide access to resources and connect you with the appropriate support teams as necessary.

In order to get in touch with us via chat, please contact us here. Then enter your question onto the chatbot box and follow the prompts given by the virtual Help Center assistant in order to access our live chat support. Thanks so much! 



Maz | Social Care @ Shopify 
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I have a strong distaste for the chat assistance since the last guy I talked to basically seemed to have no clue what I was talking about and wouldn't get me to someone who did.