Why isn't my delivery status updating automatically on the order page?

Leon36
Visitor
2 0 1

Hello

On the order page, the delivery status not updating. Even if the order has been delivered, it still shows "tracking added". The tracking number is correct and can be queried on the logistics website.

I want to know how shopify gets the logistics status? Is it automatic? Why isn't it working recently?

Thank you for help.

Replies 7 (7)

Dan-From-Ryviu
Shopify Partner
8020 1563 1587

Hi @Leon36 
What shipping method of that order? I guess Shopify does not support the shipment company, so the order status cannot be updated. 

- Helpful? Like and Accept solution to let me know or Buy me coffee
- Ryviu - Product Reviews app, collect product reviews, import reviews from AliExpress, Amazon, Etsy, Shopee and Walmart and CSV.
- Lookfy app: Easy and fast to create Photo Gallery, Lookbook, Shop The Look.
- Enjoy 1 month of Shopify for $1. Sign up now.

Leon36
Visitor
2 0 1

Hi Dan, thanks for help.

I didn't change the shipping method. It shown ”in transit" or ”delivered” before, I'm considering if It's related to track app, I'm using 17track.

 

Dan-From-Ryviu
Shopify Partner
8020 1563 1587

It related to Carrier, please check if Shopify supports that carrier or not.

- Helpful? Like and Accept solution to let me know or Buy me coffee
- Ryviu - Product Reviews app, collect product reviews, import reviews from AliExpress, Amazon, Etsy, Shopee and Walmart and CSV.
- Lookfy app: Easy and fast to create Photo Gallery, Lookbook, Shop The Look.
- Enjoy 1 month of Shopify for $1. Sign up now.

Erandos
Visitor
1 0 1

I have the same problem. Delivery statuses (in transit, delivered) worked until June 1, 2023 - now only "tracking added" is displayed.

 

I use the BaseLinker system to process orders, in which, among other things, I send shipments. It checks the delivery status with the carrier every few hours and then sends the status to Shopify via API.
Thanks to this, I had delivery statuses in Shopify regardless of what carrier I used to send the package.

 

Now every attempt to send delivery status from BaseLinker to Shopify results in an error on Shopify's side.

iheartguts
Excursionist
13 0 12

I also have the same problem, but only with MarketsPro orders shipped via DHL and Global e. The customer gets the first tracking email, but not the "out for delivery" and "delivered" emails in the sequence. We have already lost one huge order ($300+) to UK because the customer did not get the "delivered" email and did not know to look for it (we love our customers, sometimes they NEED that nudge). The package was destroyed. I imagine the issue has to do with the DHL/Shopify API connection (MarketsPro orders are repackaged in the US before they ship internationally. Something must happen when the new label is put on, even through the tracking number given to the customer in the tracking email allows us to follow the parcel all the way to delivery. Why won't that very same tracking number update as it does for USPS or other?

JErrota
Shopify Partner
4 0 1

Hello,

 

Same issue here - has anyone managed to fix it?

 

 

Imogen
Shopify Staff
1808 206 327

Hi there, @JErrota. Thanks for taking the time to reach out to the Shopify Community, and for joining in on this thread! My name is Imogen. It's good to meet you!

 

This issue is typically caused by an issue with the application that is being used to fulfil your orders. Namely, some apps may 'misspell' the carrier name for one of our many support carriers that trigger the changing of delivery status, and the sending of tracking emails. In order for us to really dig in here to assess if this is what you're experiencing, please reach out to our Authenticated Support Team via our AI Assistant so we can get you authenticated, and have an advisor access your store and the problem order in question so we can investigate.

Imogen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog