Shipping number - carrier match does not work correctly

Dear community,

We have the following problem. We are using an app (Matrixify) which fetches order and fulfillment data between Shopify and our fulfillment provider. We include both the tracking number and the name of the carrier in the import data once an order is fulfilled (included name in import data: DHL eCommerce).

However, the automatic match between tracking/shipping number and the carrier does not work correctly. Since a couple of days, Shopify picks postnord instead of DHL, which is a desaster for our customers who are mostly from Germany. The tracking number format is the following, e.g., 00340434727398942445 which leads, as you can see, to postnord and not DHL.

Any idea how we could fix this without manual updates? Is there a way to enrich the import data to give Shopify a concrete indication, or is the name “DHL eCommerce” potentially wrong?

I highly appreciate any help.

Best regards,

Lukas

Hey @cycling-lukas

If you put in your own tracking link now it should work. Our dev teams have issued a fix and changed the logic so hopefully you don’t have to choose the “other” option anymore!

Best,

Hey Gabe,

We added the tracking URL as additional identifier to the import data and since this morning it works again (DHL is picked), thanks a lot for the support from your side!

Best,

Lukas

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Hi Gabe,

we have the same issue and i just found this thread.

Somehow, not only our customers get the wrong link in the shipment confirmation, but also if we click on the Tracking-Number in our shopify backend, we get forwarded to “postnord”. We also ship almost all of our orders in germany and we just got the second complaint about this feature not working.

We use external fulfillment and also manage our orders with an external System (JTL). Any idea how to fix this issue? Any help is much appreciated!

Best,

Leon

Hey @arsLeon

To address the issue with Shopify incorrectly matching DHL eCommerce tracking numbers to PostNord, there are several steps you can take:

  • Manual Carrier Selection: When adding tracking numbers in Shopify, you have the option to manually select the shipping carrier if Shopify does not automatically recognize it or selects the wrong one. After entering the tracking number, if Shopify selects PostNord instead of DHL, you can manually choose DHL from the “Shipping carrier” dropdown menu. This step ensures that the correct carrier is associated with each tracking number, but it might be labor-intensive if you have a large volume of shipments​​.
  • Use of Tracking URLs: If your carrier isn’t fully supported by Shopify, or if the automatic carrier detection selects the wrong carrier, you can manually enter the tracking URL provided by your carrier. This URL, which should include the complete tracking number, will direct your customers to the correct tracking page on the carrier’s website. You can find this option under the “Carrier” section when you’re adding or editing tracking information in Shopify​​.
  • Explore Shopify Apps: Consider using specialized Shopify apps designed to manage DHL shipments more efficiently. For example, the “easyDHL” app offers label creation, automatic generation of tracking IDs, and potentially better carrier matching due to its direct integration with DHL services. The app should provide a more streamlined process for handling DHL shipments and ensuring correct carrier identification​​.
  • Community Insights: Others in the Shopify community have faced similar issues with automatic carrier recognition. Although specific solutions vary, some users have found workarounds by adjusting how tracking numbers are entered or by contacting Shopify support for assistance with carrier settings. Engaging with the community can provide insights and potential solutions based on collective experience​​.

Hope that helps! :wink:

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Hi Gabe,

thanks for your super quick answer, really appreciate it! I’ll try and see if there’s any working solutiongs in there for us and will get back to you. Thanks again!

Leon (from another account ..)

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Keep us posted, Leon! :wink:

Hi Gabe,

Leon again with an update on this topic. Yesterday i found a thread dealing with the same problem and i did some research on the third-party-app-provider. Turns out, shopify needs something besides juste the tracking number to identify and match the carrier.

I tried changing the names of the shipping methods in the shopify backend [Shipping and delivery] - and this is working fine. I put our main delivery partner (DHL) in front of all our shipping methods (e.g.: “DHL National”, “DHL International”, “DHL free shipping”).

The orders that got shipped after renaming the shipping methods are working perfectly on both ends (Shipping-confirmation Mails and also shipment tracking in the order itself).

This is the Info i found during my research, which i applied not only on our end in the JTL Software but also in shopify (it’s german, feel free to translate):

Trackinginformationen aus JTL-Wawi zu Shopify senden> > Beim Versenden einer Bestellung aus JTL Wawi, ist es möglich eine Tracking-Id im Lieferschein zu hinterlegen. Die Tracking-Id kann auch zu Ihrem Shopify-Shop übermittelt werden. Damit Shopify allerdings eine korrekte Tracking-URL generieren kann, muss die im Lieferschein ausgewählte Versandart mit einer Zeichenkette aus folgender Liste beginnen:> > - 4PX> - APC> - Amazon Logistics UK> - Amazon Logistics US> - Australia Post> - Bluedart> - Canada Post> - China Post> - Chukou1> - Correios> - DHL> - DPD> - DPD Local> - DPD UK> - Delhivery> - Deutsche Post> - DHL National> - DHL National EN> - DHL International> - DHL International EN> - Eagle> - FSC> - FedEx> - FedEx UK> - GLS> - GLS (US)> - Globegistics> - Hermes> - Japan Post (EN)> - Japan Post (JA)> - La Poste> - New Zealand Post> - Newgistics> - PARCEL.ONE> - Post.AT> - Post.CH> - PostNL> - PostNord> - Purolator> - Royal Mail> - SF Express> - Sagawa (EN)> - Sagawa (JA)> - Singapore Post> - TNT> - UPS> - USPS> - Whistl> - Yamato (EN)> - Yamato (JA)> - YunExpress> Beispiel: Sie versenden aus Deutschland mit DPD. Ihre Versandart in JTL-Wawi müsste dann mit DPD anfangen und z. B. „DPD Paket XL“ heißen, damit Shopify die Tracking-URL korrekt generieren kann.

Hope this helps!

Special Thanks to your colleague from the shopify support chat Crisha, who did a really great job supporting on this behalf and even taking this to the backent development team - and thanks to you for your quick reaction!

Best,

Leon

Hey Leon! @guidoparfum

Wir kĂśnnen das auch auf Deutsch besprechen haha! :wink:

But yes, that information you provided there will be helpful to others who also use JTL. In essence, JTL is sending some wrong stuff via the API calls. So the resolution that they also provided is that you need to help the JTL API send the correct shipping details to Shopify by adding a prefix like “DHL” or “DPD” so that it will lead to DHL.

Example:

When sending an order from JTL Wawi, in order for Shopify to correctly recognise the data transmitted from JTL via the API, and generate a correct tracking URL, the shipping method selected in the delivery bill must begin with a character string from the above list.

Therefore, when you are shipping from Germany with DPD, your shipping method in the JTL-Wawi should then start with “DPD” and be called “DPD Paket XL”, for example, so that Shopify can correctly recognise the JTL Data being sent and generate the corresponding tracking URL correctly. This already happens successfully via most other APIs, just not via the JTL one currently.

Shopify needs an absolute tracking ID, not a relative one:

This issue happens in the API due to the automated process Shopify uses to match tracking numbers with carriers, which relies on predefined naming conventions. When the system receives a tracking number without a clear, matching carrier prefix in the shipping method name, it might default to the closest matching carrier based on the format of the tracking number, leading to the kind of mismatch you’ve experienced.

Not great but at least you found a workaround!

English Version:

We and others in our Shopify environment are facing the issue that JTL provides a tracking number and tracking code, which always generates a working tracking code for us and correctly marks the order as “Shipping info added.” So far, everything works as expected. Our shipping names in JTL are formatted according to JTL’s requirements (DHL, UPS, DPD).

However, in the backend, the actual shipment status is only displayed for UPS. For UPS, we see “Tracking added,” followed by updates like “Out for delivery,” “Delivered,” or other relevant statuses.

What settings do we need to adjust to ensure that these status updates are also displayed for DPD and DHL? How can we identify what is going wrong? Many users are experiencing this issue, and this function is crucial for providing good customer service.

Deutsche Version:

Wir und andere in unserem Shopify-Umfeld haben das Problem, dass JTL eine Trackingnummer und einen Trackingcode liefert, die bei uns immer korrekt funktionieren und die Bestellung als „Versandinfo hinzugefügt“ markieren. In dieser Hinsicht läuft alles reibungslos. Unsere Versandnamen in JTL entsprechen den Vorgaben von JTL (DHL, UPS, DPD).

Allerdings wird im Backend der tatsächliche Sendungsstatus nur bei UPS angezeigt. Bei UPS sehen wir „Verfolgung hinzugefügt“, gefolgt von weiteren Statusmeldungen wie „Zustellung“, „Zugestellt“ oder anderen relevanten Updates.

Welche Einstellungen mßssen wir vornehmen, damit diese Statusaktualisierungen auch fßr DPD und DHL angezeigt werden? Wie kÜnnen wir herausfinden, woran das Problem liegt? Viele Nutzer haben dieses Problem, und diese Funktion ist essenziell fßr einen guten Kundenservice.

Habt ihr das lĂśsen kĂśnnen?

Ja, siehe meine Antwort vom

‎03-15-2024 08:16 AM

Nein leider nicht, ich habe diverse Kombis ausprobiert aber leider hat nichts davon geklappt! Das wäre so wichtig damit wir noch gezielter Mails versenden kÜnnten und proaktiv reagieren kÜnnten. @arsLeon ich sehe hier leider keine von dir Gepostete LÜsung kannst du noch mal sagen was es bei dir war?

Siehe oben - viel Erfolg :slightly_smiling_face:

Habe oben den Post nochmal zitiert :slightly_smiling_face:

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