All of a sudden the information normally received from Shipstation (tracking and fulfillment) is not being received by Shopify. Therefore my customers are not receiving notification emails. If I manually use the ‘Notify Marketplace’ option in Shipstation, it does ‘fulfill’ the order but isn’t sending the notification email. Please advise as this has been working flawlessly for years.
Topic summary
ShipStation no longer sending tracking and fulfillment updates to Shopify, resulting in customers not receiving shipping notification emails. Impact persists even when using ShipStation’s “Notify Marketplace,” which marks orders fulfilled in Shopify but still does not trigger emails.
Issue appears to have started suddenly; one merchant ties problems to ShipStation upgrades around Oct 2022. Earlier, combined orders weren’t being fulfilled, then that resumed working, but email notifications remain broken.
Support pathways are unclear: Shopify Plus support indicated ShipStation must resolve the integration behavior. Several merchants report poor or absent responses from ShipStation support.
Workaround reported by one user: manually fulfill an order in Shopify and check the “notify customer” box (which had become unchecked). After doing this once, Shopify auto-checked it for future fulfillments, and notifications resumed for that user.
Status: No confirmed root cause or official fix. Thread remains open with users seeking resolution or confirmation from ShipStation.
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We are having the same issue! It’s never been a problem before but all of a sudden it isn’t sending anything to Shopify
We are having the same issue!! I’ve used Shopify x Shipstation for 6 years, and starting maybe October 2022 (seemingly when they did all of their upgrades), I began having issues with how Shipstation sends information to shopify. At first, it wasn’t fulfilling orders that were combined. Then it randomly started working again. Now, it is fulfilling orders, but not triggering the “Your order has shipped” notification.
Additionally, their customer service has been horrendous, if any at all. Most of the time, no one ever gets back to me recently. They used to be so responsive and helpful with the very few issues I even had with them historically. I imagine something happened internally and may consider finding a new shipping app as a result of this.
FWIW, I already tried reaching out to Shopify Plus support, and they confirmed ShipStation must help resolve.
If anyone hears back on this, please share! I am desperate to have this fixed, as my orders require signature and currently none of my customers are receiving tracking information.
We are experiencing similar issues with tracking numbers and shipment information not being sent to Shopify.
Has anyone found any resolution to this?
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We had this issue. I had to go into an order to fulfil it manually and tick the notify customer check box as it was unchecked. Once I did this once Shopify automatically updated so this checkbox was ticked in the future. Hope this works for you