When admins add items to orders, why do they fulfill separately?

[Tigridia]

We use Shipworks for fulfillment and I can’t tell whether this is a Shopify problem, or something to do with the Shipworks API.

We frequently have to edit peoples’ orders to add products before they ship out. After we edit their orders to add a product, they pay the difference, and we ship it, it only marks the original items as fulfilled. We have to go and manually mark the added products as fulfilled.

This is bad, because when they get the email that their order has shipped, it only shows the original items as having shipped, even though really their entire order has gone out. We don’t want to have to send them two separate emails, even with the same tracking number, because then they’ll think their order is coming in 2 boxes.

[JoesIdeas]

If you’re using an app / fulfillment service, I would ask them.

Without seeing any screenshots I can only guess, but it sounds to me like when you add more products it creates a 2nd fulfillment order, and when your fulfillment center / app ships the order they only update that first fulfillment order.

You did mention “we ship it”, so to address that problem, if you are the one shipping your orders, then you would want to make sure both fulfillment orders are for the same location. If not, then change the location of the 2nd one to match the first one, then mark them fulfilled together / add the tracking.