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Order Status Page Not Updating Beyond "Confirmed"

Solved
tckstevens
Tourist
5 1 3

Hello! We've recently started shipping with DHL eCommerce. We use Fulfil.io for our warehouse management system which generates the labels and integrates really well with Shopify. It pushes the tracking number to the order in Shopify, which triggers the shipping confirmation email with the link to the Order Status Page.

 

The problem is that the Order Status Page never updates beyond the "Confirmed" status, even when DHL shows the item as delivered (photos below). I've seen others talk about this in the forums and I've confirmed all the following:

  • We are sending a tracking number and identifying it as DHL eCommerce
  • The shipments are marked as Fulfilled

The tracking number number displays as the DHL number+USPS number (that is, it's a 40-digit number of the DHL tracking starting with 4 immediately followed by the USPS number, starting with 9: 4XXXXXXXXXXXXXX9XXXXXXXXXXXXXX), which is odd. But if you search the entire thing on the DHL eCommerce site it works just fine so I don't think that's the issue. The link from the Order Status Page works as well. 

 

I appreciate any insight, suggestions or ideas! I've got tickets in with Shopify and DHL eCommerce but I'm not getting much for feedback. 

 

Thanks!

 

 

Order Status Page - Confirmed.jpg

 

DHL Tracking - Delivered.jpg

 

Accepted Solution (1)

Accepted Solutions
tckstevens
Tourist
5 1 3

This is an accepted solution.

Hi again - two things. First, I previously said that the number displayed on the Order Status Page was the DHL Number+USPS Number. It's actually an entirely DIFFERENT number that DHL eCommerce calls the Delivery Service Provider Number. 

 

Secondly, I learned today that the Order Status Page does not "fully support" all the carriers, even if those are available in the dropdown. Sad! 

 

They suggested adding a tracking module to the order status page as an alternative. And directed me to this page about modifying the Order Status Page.

 

Lastly, they said to monitor the Change Log for any future releases to begin supporting new carriers, though I think that's a pretty generic answer and not an indication that it's necessarily coming.  

 

It's not the answer I wanted, but at least I know what I'm working with now. Hope this helps others searching for answers!

View solution in original post

Replies 6 (6)
tckstevens
Tourist
5 1 3

This is an accepted solution.

Hi again - two things. First, I previously said that the number displayed on the Order Status Page was the DHL Number+USPS Number. It's actually an entirely DIFFERENT number that DHL eCommerce calls the Delivery Service Provider Number. 

 

Secondly, I learned today that the Order Status Page does not "fully support" all the carriers, even if those are available in the dropdown. Sad! 

 

They suggested adding a tracking module to the order status page as an alternative. And directed me to this page about modifying the Order Status Page.

 

Lastly, they said to monitor the Change Log for any future releases to begin supporting new carriers, though I think that's a pretty generic answer and not an indication that it's necessarily coming.  

 

It's not the answer I wanted, but at least I know what I'm working with now. Hope this helps others searching for answers!

PluginHive
Shopify Partner
796 31 90

Hello,

 

Yes, as you have mentioned, 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 and you will have to use an app like Shipment Tracking & Notify app, which will help you send tracking notifications to your customers.

 

The app also allows you to have a "Track your order" page within your store, from where your customers can track their orders easily. Also, from the "Tracking Dashboard" within the app, you can monitor all your shipments from various integrated carriers.

Customer Success @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping
drewzh
Excursionist
12 1 4

Surely if an unsupported carrier tracking code is entered, the order status page should at least update the messaging to "Order has been shipped" rather than lingering on "We're getting your order ready". It looks like a fairly simple problem to solve. Currently it's very confusing for customers.

HCB2020
Tourist
4 0 2

I have been sending orders with USPS via Shopify since July. Whenever I check the status of an order by clicking the tracking number under "orders" I always am able to see the status, even if its as early as your package is on the way to the facility. However, the past three packages I have sent (also via USPS/Shopify) now only show "Confirmed" and state that the packages have had a label issued are awaiting pick up. I have checked with our concierge and they confirmed pickup of these packages. When I take these tracking numbers and pop them into USPS website, I get the same message " label created/awaiting pickup". Please help. 

Lexi5
Tourist
5 0 1

This is very frustrating. We can change the exact phrasing but it seems silly that there isn't an option to have a seperate message for when something has been shipped.

null
Excursionist
18 0 31

This is so frustrating, the number of customers emailing me wondering why the order hasn't shipped when it has, simply because this wont update. I ship many low value untracked orders so there isn't a tracking code for them to click, it simply looks like it hasn't shipped!

Please, how can I fix this without editing the language because that has it's own downsides.

EDIT: Okay I was mistaken, it seems the order confirmation language itself may be the issue. Before the order is fulfilled it uses seperate language and then after it is fulfilled it changes but the language they have used makes it seem like it has not been fulfilled. So to anyone who wants to fix this, simply edit the 'confirmed description' language on your site as this is more akin to the 'fulfilled description'.