Order stuck in Transit on shopify - It has been delivered

[pam12]

Hello,

I need help trouble shooting how to mark an order that has been delivered but shopify is still reading as "In Transit".

We shipped using Purolator Freight and Purolator has a glitch in their system they are unwilling to fix. The glitch marks the order as not being delivered in their currier platform that shopify uses, but it is marked as delivered in the freight side of Purolator. 

I have tried marking it as delivered, but Shopify will not allow it and does not give me an option to change the status on my own. 

Is there any other way i could fix/trouble shoot this?

Any help is appreciated. 

[Greta · Accepted solution]

Hey, @pam12!

Thanks for reaching out. Are you using a third-party app to pull the tracking data into your Shopify admin? I ask because Purolator is not a supported carrier on Shopify Shipping. If you are using a third-party app, it's possible that the app is sending incomplete or corrupted data to the admin via their API. I recommend contacting the app's support team to see if this is the case!

If you're using another method to add tracking information to your admin, let me know and I'd be happy to investigate further. Cheers!

[Mondomehw]

Hi I am receiving this error as well however we dont use puralator or any third party apps just USPS

[Greta]

Hey there, @Mondomehw!

Thanks for reaching out. Just to confirm, the tracking on the USPS website says the package was delivered, but within the admin it still says In transit, correct? If that is the case, there may be a disconnection between the tracking website and the service we use to pull the tracking information. Feel free to get in touch with us through the Help Center so we can investigate this further. Simply enter the details of your issue into the chat assistant and click I still need help to be connected with a Support Advisor. 

Please let me know if you have any other questions!