Flow Template "Fulfill any digital items in an order" and orders with physical+digital products

[MB17]

Hi,

The Flow template "Fulfill any digital items in an order" works as I understand its expected to when an order containing both physical and digital products is processed by it.

Physical line items remain unfulfilled, digital products are fulfilled.

My physical products are fulfilled by a 3rd Party using Mintsoft. Ordinarily, I have no problems at all with these feeding downstream and then the status change to fulfilled feeding back upstream as they are dispatched.

However, physical product line items in orders processed by this flow template are not feeding downstream.

Does anyone know why or even better have a fix?

I assume that Flow must be altering something at the line item level on the physical product that means it doesn't feed downstream or that Mintsoft doesn't recognise it in the same way as if it had not been processed by the flow.

Thanks,

Matt

[paul_n]

Look at the workflow run for that order/fulfillment order to see what happened. Post here if still confused. 

[MB17]

I've compared workflow runs for the test orders that I put through.

Test order 1, digital product only

Test order 2, digital product + physical product

test order 3, physical product only

Both runs are identical in terms of check, conditions met and actions for test order 1 and 2

Test order 3 all conditions were false as expected

My expectation for how this works are based on the two screenshots above. I read this as meaning that the flow would operate at the line item level. That's what it appears to do (to test order 2) in as much as the digital item was fulfilled and the physical item remained unfulfilled.

However, the fact that the physical/unfulfilled line item did not progress in the usual way to Mintsoft for fulfilment suggests something is changing about the physical item but I can't see it from the information available.

Test order 1, digital product fulfilled by the flow

Test order 2, digital product fulfilled by the flow, physical product remains unfulfilled but does not feed Mintsoft

Test order 3, where a physical product only is in the order and the flow is turned on, also behaves as expected. The order feeds Mintsoft and is available for fulfilment in the same way as if the flow was not in use.

Physical and digital product fulfill from different locations.

The difference between test order 2 and test order 3, or an order without the flow turned, on is that when Mintsoft sees the order, its entirely unfulfilled. I'm not sure that makes a difference given the physical/digital products are fulfilled from different locations.

I'm thinking one possibility could be that Mintsoft incorrectly interprets the partially fulfilled order as fulfilled and so doesn't pull it from Shopify. I'm checking that but there's nothing obviously wrong. One possibility from the Mintsoft side is this Shopify checkout setting below. I'm not sure of what this flow is doing qualifies as automatic fulfilment in the same way as explicit automatic fulfilment would, but it is listed in the Mintsoft troubleshooting as something to check. My setting here is a per Mintsoft requirements. Is the flow somehow breaking this setting?

Any thoughts on the Shopify side of things are much appreciated. Given the difference between test order 2 and 3, that suggests to me that Shopify is making a change 

Thanks,

Matt

[paul_n]

Yeah, I'd contact Mintsoft. There isn't anything special going on here on the Flow side of things. 

[MB17 · Accepted solution]

Just to close this in case its useful to any other, the issue was in the Mintsoft configuration of Shopify connection.

There's an option to choose “Attempt to import partially fulfilled orders” which had not been selected. 

Hence, when Flow correctly marked the digital line item as fulfilled, Mintsoft did not import the remaining physical line items.

Having changed the Mintsoft setting, everything is now working as expected.