Hi all,
Shopify newbie here with a strange issue in the order fulfillment process. I had an order this morning for 6 items, one of which is free as we offer 5 for 4 on some items.
The customer ordered 4 of product A and 2 of product B with one of product B showing as being free.
I’ve fulfilled the order of all 6 items but it’s showing as partially fulfilled, on the fulfillment page it shows a green tick with 'Fulfilled (6) but below that 2* Product B as £0.00 x 2, the view order status page shows correctly with 1* Product B at the correct price, 1* Product B discounted at £0.00 and 4* Product A.
When I processed the order I had 2 of 2 for Product B and 4 of 4 for product A which is correct for the order.
Product Bs product page has qty 1 showing as commited but I’ve no idea how or why it’s not been counted in the 2 assigned in fulfillment. We’ve only got one stock location.
The packing slip shows Product A as being 2 of 1 with the note that ‘There are other items from your order not included in this shipment’ .
Sorry for all the text, but I want to try and get all the information across, if anybody has any ideas it would be a great help!!
Hi, @13eightyfour .
Thanks for posting! I hope your day is going well.
I do apologize but I am a bit confused by your explanation. I think it will help if you could provide a screenshot of the order in your admin. This will show how the order is split up and showing the products that are remaining as unfulfilled.
Typically, this can happen if products are hosted in different fulfillment locations. Are you perhaps dropshipping, or using a third party fulfillment center? Additionally are you using any apps?
Looking forward to hearing more!
Thanks for the response @Skye_1
Hopefully, the screenshots help, are image files not supported? I kept getting an error for them so I’ve put them in a zip folder.
We only have one location as we produce/hold all stock at the business address (Currently shows 1 of 4 locations available in settings)
Hi, @13eightyfour
Unfortunately, we can’t open zip files. However, are you able to upload a jpg? Or, you can try opening a different browser and attempting to upload the file option.
Lastly, if you are still having trouble, you can also reach out to our live advisors who can access your admin directly to view the order. visit our Help Center and log in to your account to create a support request through live chat, email, or callback. Once you have logged in to your account, type your request in ‘Ask about a topic’, scroll down to ‘Get Support’, and then click ‘Continue.’
Hi @Skye_1
Apologies, I tried attaching them. hopefully, they help explain the problem.
Hi, @13eightyfour .
Thank you for uploading the images! This is definitely strange as the order itself looks correct, and should say fulfilled. However, the packing slip states, “There are other items from your order not included in this shipment.”
Its possible there is something missing from the screenshots, or it could definitely be a glitch. Are any of the products in your order not marked as physical products? If so, this could be the issue.
I would recommend you reach out to our live advisors. This way, they can access the order itself to take a look around, and if necessary, escalate to our technical team to correct this for you.
visit our Help Center and log in to your account to create a support request through live chat, email, or callback. Once you have logged in to your account, type your request in ‘Ask about a topic’, scroll down to ‘Get Support’, and then click ‘Continue.’
In the meantime, while you reach out to our advisors, I would love it if you could provide your store domain so I can take a look around. I love providing feedback, and this way I can provide some sort of value since I wasn’t able to solve this issue for you.
I am having the same issue, occurring during our BOGO sale. Most orders correctly show as fulfilled, but several will show partially fulfilled with the packing slip stating partial order, but the order is actually completed. I physically clicked on those orders to mark as “fulfilled”, but they continue to show as unfulfilled. Can you help / offer advice.
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