Why isn't my order status updating after fulfillment on DSers?

[Natasha245]

I have USPS tracking on my products and after the item was fulfilled, I didn't get any other order status. No out for delivery or delivered status. The item is now delivered and it still just shows fulfilled and nothing else so a delivered confirmation email won't get sent to the customer. As I said before, on the order page, it shows the USPS tracking number and I'm able to click on it and it redirects me to the USPS tracking page which says the item is delivered. How do I get that to change so the customer can get the tracking notifications? I am also using DSers as my fulfillment app by the way.

[PluginHive]

Hi @Natasha245,

In Shopify, the tracking status email notifications will be sent out when you fulfil orders that have tracking information from USPS, UPS, FedEx, and Canada Post. So, you should be able to send the tracking status email to your customers since you are using USPS. I suppose this issue might be because of the app you are using for fulfilment. Do you mark the orders as fulfilled from the app or directly from the Shopify order dashboard? If you are using the app to mark the order as fulfilled, I would suggest you try doing this directly from the Shopify order dashboard for one of your orders and check if the tracking notifications are being sent. 

[Natasha245]

On the shopify page the orders are showing that it is fulfilled so that’s
not the issue. Its after that it didn't show out for delivery or delivered.

[gates_ja59]

Hi @Natasha245,

If orders are not showing in your Shopify reports then it may be that your payment gateway is still set in test mode. You can check this in the payment provider menu under ‘settings’ and ‘payments’ in the admin section of shopify.

[Natasha245]

It’s not in test mode. I had two people purchase items already.

[Natasha245]

It's not in the test mode. I've had two people order from it already.

[Shay]

Hi @Natasha245 

Thank you for sharing this experience here in the community forums. I understand that your USPS tracking information is not updating within your admin, causing a chain effect of your customers not receiving their order out for delivery/order delivered emails. 

Upon investigation into this issue I can see that this has been a reported problem with the USPS integration and our developers have been investigating. What should happen is that when the tracking number is updated through the carrier the information should be pushed from their system to the order status in your admin. This push mechanism, and the integration of the tracking and fulfillment, is fully controlled by USPS so our ability to resolve this issue is limited. 

I have shared your feedback that you are also experiencing this problem with our developers so that the issue can be more thoroughly tracked. In the interim, you may need to manually send your order completed emails to your customers or look into a third party email app that can give you control over when and how these emails are sent. 

Thank you!

-Shay

[Natasha245]

How do i manually send the emails in Shopify? Also, do you know any good
third-party email apps?

[PluginHive]

Hi @Natasha245,

Sorry I missed out on this and I hope you would have found a solution to make your store all set! If not, you can look into the Shipment Tracking & Notify app that would help you send tracking notifications to your customers via email, whenever there is a change in order status from the carrier. The app also lets you create a "Track your order" page for your customers to track their order directly from your store. 

[jenn-hill]

Hi there! Thanks for sharing your experience — I totally understand how this can be frustrating, especially when you want your customers to stay in the loop until the very end of their delivery journey.

By default, Shopify's order tracking stops at the Fulfilled status and doesn't automatically update to In Transit or Delivered, even though you can see the tracking info when you click through to USPS. Unfortunately, Shopify doesn’t always pull live tracking updates into the order timeline unless you’re using a third-party tracking integration.

Since you’re using DSers, the tracking sync might be limited to adding the tracking number at fulfillment without updating further statuses or sending out delivery notifications.

I’d recommend checking out a Shopify Order Status app. It can help you create custom, automated status updates like Out for Delivery and Delivered, even if your fulfillment app doesn’t push those updates automatically. Plus, you can customize customer notifications to ensure they get timely emails all the way through to delivery.

It’s a great way to fill in the gaps and give your customers a smoother post-purchase experience!

Let me know if you want more info on setting it up 😊.