We use Managed Markets to ship globally. Our 3PL uses ShipHero, and globalE is set up through that. The 3PL generates the label using GlobalE, and it is always a DHL label.
The DHL tracking number is sent through to Shopify, and the tracking link correctly directs to the DHL website.
The issue is that Shopify is not recognizing when the label has been scanned in by DHL.
In the fulfillment details, it shows carrier as “Other”, which I believe is the problem. ShipHero says this cannot be changed, and that what is actually being sent to shopify under carrier is “GlobalE”
All of our international orders are now stuck as pending and we can’t get a payout because of this, even though most were scanned in weeks ago.
I’ve begged ShipHero for help and they say to contact Shopify. Is there any solution here?
