Starting July 5th, Shopifyâs Amazon sales channel stopped transmitting fulfillment and tracking information back to Amazon, affecting hundreds of sellers with thousands of orders.
Core Issues:
Impact on Sellers:
Root Cause:
Temporary Solutions Used:
Resolution:
Future Concern:
Shopify announced discontinuation of the Amazon sales channel effective September 20-27, 2021, requiring migration to paid partner apps ($600-800/year). Sellers exploring alternatives like Amazon Integration Plus ($20/month), Sellbright, and other multi-channel solutions.
I have been online with support for about an hour. Thought I would post here to see if anyone else is having this problem. On 7/5 the Amazon sales channel stopped sending shipping / tracking info to Amazon. I currently have 150+ shipped orders processed through shopify that show unshipped in Amazon.
Really hoping I dont have to copy/paste all those tracking numbers over.
Anyone else having this issue?
Yes, having the same issue. Weâre actually having a double issue. Fulfilled items wonât transmit fulfillment info to amazon (can be worked around, but annoying) but also, new inventory listings wonât publish on Amazon.
Noticed things getting slow on both fronts last week, now itâs completely stopped. Tried to chat with help support but âoh gee, noone else is having this problemâ.
I am tempted to disconnect my Amazon sales channel and reconnect but do not know if I will lose all my settings. Have you tried that?
No, I thought about the same thing, but the idea of having to re-load all my inventory to Amazon again is terrifying.
Spent some time on the phone with Amazon (at least they have phone support unlike Shopify). They are blaming Shopify. Shopify is blaming Amazon.
I would not be surprised to eventually learn this is Amazons way of making us buy shipping through Amazon. They probably realized they were losing on shipping. Amazon and SHopify make about 100% profit on every label we purchase. If you ship USPS and cab get your hands on a USPS internal tracking detail it shows what was actually paid for the label. I had a lost shipment and went to my post office. They printed up the detail internal tracking and I walked off with it much to their objections 
Donât think any shipping conspiracy is our issue. We are in Canada and Amazon Canada does not do shipping labels at all. Gotta do it yourself.
As far as whoâs end the problem is on, Iâm not surprised the blame game is being played. However, I would put it more on Shopify. If Amazon has indeed changed something on their end, Shopify needs to adjust their coding to fix it. Amazon is the largest retailer on the internet, and while Iâm sure they value the merchants who come in from Shopify, the golden rule applies. Whoever had the gold, makes the rules. If Amazon has a need to change something, Shopifyâs job is to adapt or die.
This is common, itâs temporary (annoying, but temporary). Occasionally Amazon fails to send the tracking info back to Shopify. I notice it probably 3-4 times per year.
The solution we developed (within our app Order Automator) is to monitor orders daily and if there are unfulfilled orders older than X days, staff gets notified by email so they can check it out and grab the tracking from Amazon to update the order manually.
As for an automated way to have Amazon send the fulfillment information back to Shopify, I believe youâd need some functionality on the Amazon seller central side to handle that (assuming that your orderâs line item status is set to open / pending). So far our best solution for this is to create an SOP for your support staff / store manager to grab tracking from Amazon and enter into Shopify.
You can try contacting Amazon support to investigate the server logs on their side to see if the request was sent and why it didnât complete. They may just take the easy route and blame Shopify but you might also get a helpful support agent. With Amazon seller central it really depends on the support agent that answers your case, whether they want to dive deep or not.
Our problem is more the other direction. We fulfill in Shopify, and then Shopify will not update to Amazon. Same with inventory. We list through the Amazon channel on Shopify, and it goes to AmazonâŚexcept it isnât.
@omegacanuck ahhh I see. Iâve had a lot of problems with the Amazon Sales Channel in the past, itâs always been buggy so I donât use it.
Instead I do:
Use Shopifyâs Amazon Fulfillment Service instead, to handle fulfillment. Resources: Shopifyâs documentation here, and a guide I wrote here about setting it up / integrating it with automatic fulfillment for Shopify.
Upload / update products in Amazon via spreadsheet. Resource about this from Amazon here.
Using the amazon fulfillment service instead of the amazon sales channel I donât recall every having any problems (other than Amazon occasionally failing to send the tracking back)
I have prob processed 40k orders in the last 24 months using the Amazon sales channel through Shopify and never once had an issue.
The orders are still importing from Amazon into Shopify but once fullfilled, the shipping information is not being sent back to Amazon.
Yes I realize I can do it manually but its a very time consuming process.
While I am at it, the new changes to Shopifys shipping page are absolute garbage.
Just a heads up if youre manually entering a lot of tracking numbers,
You can select (check box) orders then click the tab âconfirm shipmentâ. Only due as many at a time as you are willing to lose. I had about 30 done and mis-clicked openeing an order and lost all the tracking I had entered. Only doing 10 at a time now.
Anyone know how/ if you can pull a report off Shopify showing Amazon order number and tracking number?
I m not seeing it as an option for a report. Would def make this easier.
Yes, I am experiencing the same issue. Basically, weâre dealing with two problems at once. Amazon will not receive fulfillment information about fulfilled items (it can be worked around, but has to be done manually) but they will also not publish new inventory listings.
Last week, things started getting slower on both sides, now they have stopped. Help support did not have a similar problem, so I tried chatting with them.
We are having the same problem, also starting on July 5th. Inventory sync seems to be affected too. Iâm hoping we donât have to relink our 250+ listings.
Do we know if anyone from Shopify actual monitors these forums, or do we need to each send in a ticket with a copy of this thread to support to get them to fix it?
I would think Shopify would be all over getting this fixed. The easiest way for me is to just ship through Amazon and SHopify is losing a LOT of money on labels if we start doing that. I estimate Shopify made $30k off my labels last year I used for Amazon orders.
I have manually entered all my tracking with the correct shipping date but my late shipping rate was not corrected. Because I did not notice the orders not being shown as shipped I now have a 27.99% late shipping rate in Amazon and a nasty gram about risk of suspension.
I found its easier to manually enter the tracking copying from the detail of the list of shipping after printing the labels and matching the names in Amazon seller central.
Having this same problem, opened a ticket with Shopfiy and they basically told me there is no timeframe for a fix and that I should pay some 3rd party app to resolve their problem. Pretty irate about that kind of response.
I entered all my tracking info manually and put the correct shipping date. My metrics were not corrected. I reopened my case and was told the metrics would not be corrected if the customer received the shipment prior to the tracking being manually entered. This is not the case however. Only two of my packages were delivered prior to me correcting the tracking but it shows I have over 100 late shipments.
The level of support from both companies is pathetic. Below is my Amaon case info. I know this is the SHopify support site but since we are all dealing with the same issues I wanted to share.
Amazon Response:
Hello from Amazon Selling Partner Support,
We understand you need help with your accountâs Valid Tracking Rate.
Amazon adjusts your metrics only if the revised tracking ID is updated before the package is delivered to the customer. If the revised tracking ID is not updated before the package is delivered, this is a poor customer experience, and Amazon will not adjust the sellerâs metrics. In order to provide a good experience to the customer, it is important to update the revised tracking ID before the package is delivered to the customer.
This is my response to that:
The tracking ID was corrected before any of the packages were delivered but my metrics were not adjusted. My late rate currently shows 26.82% for the last 10 days when it is actually zero.
The problem appears to be that the confirmation dates in the report are 7/8 even though I put the correct shipping date of 7/5 in when I added the tracking.
Just to refresh the initial cause of this, the SHopify / Amazon interface is not working and therefore the fulfillment information was not processed by Amazon on the actual shipping date. When I became aware of the problem, I manually entered the dates.
This is an internal Amazon technical problem and not the result of us shipping any orders late. Please make the corrections to my metrics.
Thank you,
I have gone back and forth with support on this issue and today I received this exact response and am extremely angry and disappointed they are handling the issue like this.