Out for delivery status not updating on some orders

SB_540
Tourist
8 0 2

A customer reached out about an order that never arrived ("or was taken by porch thieves"). The order had one product fulfilled by Printful and two products fulfilled at my location. I noticed in the order that the items fulfilled and shipped from my location still show 'Out for delivery' from a month ago. Strange. I checked the tracking and USPS says it was delivered. So, in that case, it probably was taken/stolen.

 

SO, that prompted me to review a couple other orders. A few or my earlier orders had the same out for delivery status still showing. I confirmed with USPS tracking they were delivered and confirmed with one of those customers that they did in-fact receive the items. 

 

Here you can see one of those orders still showing out for delivery even though delivered weeks ago. 

Screen Shot 2023-12-19 at 12.15.12 PM.jpg

 

Is there a way to update/remove that 'out for delivery' status for those orders? Any ideas why this occurs?

 

Thanks!

Replies 6 (6)

Skye
Shopify Staff
1070 96 192

Hi, @SB_540 

 

Greetings and thanks for posting!

 

While I'm not able to speak to why this happens, sometimes we see orders get stuck in the delivery status. That being said, our team can do some troubleshooting on our end to force these orders to their rightful delivery status. 

 

As such, please reach out to our live team via our authenticated chat with your situation and we will be able to complete the necessary steps.

 

In the meantime, feel free to provide a link to your store! This will allow us to provide additional feedback. 

Skye | Social Care @ Shopify
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SB_540
Tourist
8 0 2

Thanks, I will try that chat. I checked Aftership Tracking and it shows it being delivered as well, so I would think the tracking would have updated the order in Shopify when scanned.

Stever27
Visitor
2 0 6

The online authenticated chat support will NOT update them to the correct status, and also told me that all articles and indeed the automated chat bot that points to the article that says you can manually do it is 'out of date' and that there is actually no way.  So for the moment, the 'delivery status' column in the order admin is pretty much broken for us.  Many of our FedEx shipments have the wrong status, and most of our shipping is via LTL freight carriers that are not integrated with Shopify and we can't fix those either (and the chat advisor said they can't either).  The article I was referred to was actually about 'local' delivery which is not our situation https://help.shopify.com/en/manual/orders/fulfillment/fulfilling-orders/fulfill-local-delivery/fulfi...

Skye
Shopify Staff
1070 96 192

Hi, @Stever27 

I apologize for the incorrect information provided to you by the Support Advisor. As this is a public forum I have to be very careful with the information I provide which must be 100% accurate. To this I can promise you that the information I provided that our internal team can push this out of the 'out for delivery' state is correct. 

While annoying to have to go back to our Support Team, can you please go back one more time, and if you are provided any type of push back please provide them either a link to this response from me, or a screenshot of my response. This way if they have any questions they can reach out to me directly and I can ensure they support your request.

Thank you for your understanding in this situation!

Skye | Social Care @ Shopify
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joehustle
Shopify Partner
31 2 4

Since one product in the order was fulfilled by Printful, reach out to their support team and inquire about the tracking information for their part of the shipment.
Also, since USPS tracking confirms delivery, manually update the status of those orders in your Shopify admin panel to "Delivered" to reflect the accurate information.

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SB_540
Tourist
8 0 2

Thanks but I don't see where to manually update the status to delivered. There's nothing under edit.

 

The Printful part of the order was fine.