Why aren't customers receiving shipping confirmation emails from Pillow Profits?

[PRINTED4U]

Hello:

I use Pillow Profits to fulfill orders. My customers are not getting shipping confirmation e-mails and the order in Shopify is not getting updated to “Fulfilled” when Pillow Profits ships the order and generates a tracking number. Pillow Profits just says it should be triggering the e-mails and updating the order status, but won't look at what data was actually sent back to Shopify. They just say it must be something on Shopify's end. PP said to change my store settings to “Don't automatically fulfill orders”, as doing so prevents their system from updating the order status. I did that and the order still won't update to anything beyond “In Progress” despite already having been shipped with the tracking number. Is anyone else having this problem? Shopify customer support says they can't see any order info other than what I see, but that's simply not true. I guarantee someone in their IT department can do a simple SQL query to look at order table data and see what fields were either updated successfully or were sent updates that for some reason got rejected. There's no way I can sit by the computer and manually process all of this stuff that's supposed to be automated. That defeats the purpose of getting all of this set up in the first place. Who has had this problem and did it ever get resolved?

Thanks!

[Anindita]

Hi @PRINTED4U ,

I can totally understand your pain point!

Also, if you are open to trying out an app that automates your entire shipping process starting from rates, labels, pickups, manifests & tracking, I suggest you take a look at the PH MultiCarrier shipping Label app. The app automatically sends live order tracking updates to customers via email.

Let me know if you require any assistance. I will be happy to help!

[PRINTED4U]

Thanks. I need to finish following up with Shopify tech support first, though, to see if they can nail down the problem.