E-mail when the delivery has been executed will not be sent.

[Roland]

Hello

We have a specific problem in our testing phase and would really appreciate your help!

Our orders are fulfilled by a fulfillment partner. This partner receives our Shopify orders via an API integration. When an order is shipped, they enter the tracking number (e.g., from DPD or Post) directly into there System. We can correctly see the tracking number in the respective order within our Shopify Admin panel. See attachment.

The problem is: Our customers are not receiving an automatic shipping confirmation email with the tracking link.

Even though the number is in the system, the notification isn't triggered.

We are using SyncSpyder for the integration between Shopify and our fulfillment partner.

Has anyone experienced a similar issue or knows what might be causing this?  Any insights would be greatly appreciated! Thanks in advance!

[JoesIdeas]

I would contact the app / partner that updates the tracking.

I'm guessing they have notify customer set to false, so when they make the API call it does not trigger the notification.

[george-michael]

Hi Roland,

The issue you’ve highlighted is common where fulfillment partner API integration is involved. There are a few reasons why this may be happening. One of them is that SyncSpyder is not marking the fulfillment status as “fulfilled” which fails to trigger the email to your customers.

If you have a heavily customized email template, it is also possible that the default liquid markup that attaches the tracking link was removed during the customization process. When this happens, Shopify may think it has sent your customer a tracking link when it hasn’t.

Some steps I suggest you take include:

1. Confirming that the SyncSpyder API fulfillment call completes fully.
2. Checking email notification settings in your Shopify account, ensure “shipping confirmation” and “shipping update” are enabled. Additionally, if you are using a custom email template, confirm if the tracking-link liquid code is still in place.

An alternative solution is ParcelPanel order tracking, which can pick up your store’s tracking data, send branded emails and SMS notifications with the tracking links to your customers, and set up a dedicated order tracking page on your store.

Please let me know if you need further clarification.