I come to you hoping to have access to a possible resolution.
In France we use the carrier La Poste (monopoly in mail processing), the latter recently updated its tracking numbers with a new nomenclature (rules) (14 characters and starting with 8850000).
Since this update, Shopify no longer detects the correct Carrier Name and indicates Australia Post or DHL Express which is incorrect for us but also and more importantly for our customers and service providers (when they report our orders to the MarketPlace).
We have contacted Support however the bug does not appear to be as significant as the impact it can have when processing hundreds of orders.
Do you know how we could force a carrier to recognize our tracking numbers so that the correct one appears on the dashboard and in the Shopify order tracking link that our customers click in the shipping confirmation email?
If you encountered this, how did you work around or resolve the issue?
When manually updating the tracking number for a Shopify order fulfillment, it’s advisable to include the carrier name as well.
If you are utilizing an API, be sure to include the Carrier Code alongside the tracking number.
If you are using an app, please get in touch with the app developer and ask them to incorporate the carrier code along with the tracking number.
In any of these scenarios, if you solely provide the tracking number without specifying the carrier name, Shopify will employ its own algorithm to attempt to determine a carrier name. However, please note that this automated mapping may not always be accurate for all cases.
Unfortunately we use the Shopify dashboard with a shower system which flashes the tracking number, so it is the Shopify algorithm which does not make the correct match.
Given the volumes we carry, it is not possible to manually modify each flash in order to match the correct carrier (waste of time and therefore money), so the algorithm must be constantly updated and this is what we are requesting from Shopify support without it being done.
This is restrictive because beyond the platform, our commissions should be used for support as soon as we need it, as in this specific case.
Our initial request to support dated from May 2023, it is now November 2023, and the problem was taken into account by Shopify, we had a ticket which was escalated to the developer with some tests carried out and updates which allowed good recognition of the new La Poste tracking numbers on order management from the Shopify BO.
So we wanted to update this post and let you know
Thanks to the technical team, despite a fairly long delay, but a final resolution which is appreciable!
I’m glad to see that the issue was escalated to Shopify by other people than me.
For me, the problem is always present with the new tracking numbers of "La Poste (for “lettre suivie” ,tracking numbers which generally begin with “885000XXXXXXX”.
I also reported the problem to Shopify support but no positive feedback from them at the moment.
For me, these tracking numbers are recognized as belonging to DPD or Fedex carriers…
Did you made a manipulation on your side to solve the problem?
To answer your question you can try this manipulation:
First clear cookies from your browser and reconnect to your dashboard.
When validating the order processing, select “La Poste” before flashing the carrier and then flash the tracking number.
Do it manually about 20 times to follow and retry an automatic flash without forcing recognition and see on the algorithm that this carrier has been registered rather than DPD or DHL.
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