Order status page not updating - manual and no tracking

boyowilkins
New Member
2 0 3

Hi - I have searched the database and this question comes up a number of times, but then the thread dies with no answer. So forgive me for asking it again.

 

On my store in the UK I manually fulfil and use NO tracking. When I fulfil an order, the customer gets an E-mail to say their order is fulfilled - I have verified this.

 

When I check the order status page for the same customer - the following is still displayed: 

---------------------------

Your order is confirmed

We’ve accepted your order, and we’re getting it ready. Come back to this page for updates on your shipment status.

---------------------------

shopify.jpg

This is confusing for the customer as this is suggesting that their product has not shipped - for me fulfilling the order means that I have shipped the product. I then have no other way to update this status to say  'On Way' or any of the other statuses from a carrier, If one was used.

 

SHOPIFY staff - can you please help me with this. I have 2 sites with you, and both have the same issue - and I am getting complaints from both sites from customers saying they do not know the status of their order!

Replies 26 (26)
Case_
Tourist
16 0 2

I have the same issue and support are just not getting it. Did you have any luck?

nc95
Tourist
5 0 2

Hey did you manage to find a solution to this? We have the same problem.

 

Thanks

tckstevens
Tourist
5 1 3

I had a similar issue that I figured out here. Maybe that could help you, too!

Feemish
Explorer
64 0 59

We have the same problem. We do not use a courier we are marking orders fulfilled but the order status pages does not change to 'shipped'.
Customers are emailing asking why their order has not been shipped yet, when it already has.

No solution on here so far works. I'm very surprised Shopify have not supplied a fix for this.

Twist206
New Member
1 0 0
I have the same problem.. got confirmation but when went back to the page it was gone.. but the bike I order is back on shopify site with different email addresses..
PluginHive
Shopify Partner
796 31 90

Hello @boyowilkins,

 

As it is mentioned, once you fulfill your orders without the tracking number, Shopify sends the confirmation email which has the link to the order status page which displays "We've accepted your order, and we’re getting it ready. Come back to this page for updates on your shipment status."

 

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?

 

 

Customer Success @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping
Feemish
Explorer
64 0 59

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.

PluginHive
Shopify Partner
796 31 90

Thats correct, Live shipment tracking status is not provided for Royal Mail.

 

Ideal solution will be something like:

  • For the shipments using Royal Mail First Class where tracking is not available provide more relevant message.
  • For the shipments using Royal Mail Services with Tracking, Live Shipment Tracking Status can be provided using Royal Mail Tracking API.
Customer Success @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping
Feemish
Explorer
64 0 59

Thanks for your continued interest in this problem.

>>For the shipments using Royal Mail First Class where tracking is not available provide more relevant message.<<

Yes!  On the 'order status' page.. it needs to say 'order shipped'... so how do I do that?

PluginHive
Shopify Partner
796 31 90

Hello @boyowilkins@Feemish@Twist206@tckstevens@nc95 

 

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.

Customer Success @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping
nc95
Tourist
5 0 2

@PluginHive you are an absolute star! Thank you very much.

Feemish
Explorer
64 0 59

Thanks again Hari_K,

But 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.

PluginHive
Shopify Partner
796 31 90

@nc95 Great to know that it helped. 

 

@Feemish We can provide the feature “manually updating the status for people who ship without tracking” in our  Shipment Tracking & Notify App. Let us know if you are interested. 

Customer Success @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping
nc95
Tourist
5 0 2

Hi @Feemish, I have just tested this and it has worked for me. With or without a tracking number, as soon as I mark it as fulfilled the order status page changes to my personal confirmation/delivery message.

PluginHive
Shopify Partner
796 31 90

@nc95,

 

Thanks for your update!

Customer Success @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping
Feemish
Explorer
64 0 59

Thanks... but I feel rather reluctant to have to pay $360 a year for an app to fix something that should work on Shopify already. 

It's probably easier for people in the UK who ship without tracking to remove all links in their emails to the 'order status' page so their customer don't get confused by seeing the wrong information on it....  It looks like that's what other UK sellers are doing. Shame really.

Feemish
Explorer
64 0 59

Hi nc95,

Glad it worked for you! 

nc95
Tourist
5 0 2

@Feemish give it another try. I'm from the UK and we use Royal Mail also.

PluginHive
Shopify Partner
796 31 90

@Feemish,

 

No problem..do let me know if I can be of any help.

Customer Success @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping