Shipping Confirmation Email Not Being Sent for a Third Party Product Vendor
I have some products that are fulfilled by a third party product vendor (JetPrint). Once they have sent out the order, the order status in Shopify changes to fulfilled, and the tracking details are shown in Shopify however customers are not receiving the shipping confirmation email (ith tracking details) and when I view the order timeline in Shopify it does not show the shipping confirmation email being sent.
For all the other product vendors I use, the shipping confirmation email is automatically sent once the order is fulfilled and tracking details are provided. You can also see in the order timeline the shipping confirmation email is being sent.
The third party product vendor says this is a Shopify issue however as it is isolated only to them It appears to be an issue with their app. It previously worked without issue (ie shipping confirmation emails were being sent) until the beginning of 2023
Anyone have any ideas why this might be the case?
It is possible that this issue with shipping confirmation emails not being sent for orders fulfilled by JetPrint could be due to a problem with their app integration with Shopify. In order to resolve the issue, you should reach out to JetPrint's support team and ask them to investigate the issue.
They may need to review their app's integration with Shopify and see if there are any issues with how it is processing and sending shipping confirmation emails. If they determine that the issue is with their app, they will need to make the necessary updates to fix the problem.
If you have already contacted JetPrint and they are unable to resolve the issue, you can also try contacting Shopify's support team for further assistance. They may be able to help you troubleshoot the issue and identify any potential solutions.
In the meantime, you can consider manually sending shipping confirmation emails to your customers for orders fulfilled by JetPrint. You can do this by going to the order details page in your Shopify admin, clicking on "Send notification" and selecting "Shipping confirmation" to send the email to the customer.
Hello , thankyou for the quick reply. Yes, I have asked JEtPrint to look into it and the initla reply was it is a shopify issue. I've asked them ti investigate again. Just in regards to the last part of your message regarding manual sending of notification...i got a bit lost sorry. When you say "order details page" do you mean clicking on the relevant order to view the details (eg timeline)? (sorry, just want to be sure im on the same page). If so, I cannot see any place where it says "Send notifcation" (or "'resend email" for that matter as it would usually have for a shipping confirmaton email)..so i assume im looking in the wrong place 😞
I've looked at the attached Powerpoint and got confused. JetPrint doesn't always send the shipping notification email, right? Well, does JetPrint always provides the tracking number and carrier information? Do you have a lot of orders per month?
If you want an easy fix, you may try some of the best Shopify order tracking apps. Both free and paid apps are available. However, the free app, Track123 doesn't send emails to your customers on your behalf. ParcelPanel is a better choice as our app provides more comprehensive features (including branded order tracking pages, email notifications, upsell, ETA, analytics, etc.) and it is rated 5 out of 5 stars based on over 1,300 reviews.
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