Why are UPS orders still marked as 'in transit' despite customer confirmation of delivery?

Shopify Discussion
1

I have several orders that were shipped and delivered almost a month ago but are still marked as “In transit” due to the UPS ground saver shipping status not reporting the orders as delivered. Is it possible to manually mark the orders as delivered? I have check with the customers and they confirmed that they received the orders and if I check the USPS tracking number it shows as delivered (it seems to be a bug on the UPS side but it is cluttering up my orders view)

2

Hey, @tobobo

Thanks for reaching out. Are you using a third-party app to pull the tracking data or print shipping labels into your Shopify admin?

3

Thanks Dirk.

For these orders, I was using the default Shopify shipping calculation and printing.

Shopify is able to pull the data correctly from UPS, but UPS is showing incorrect data. For the orders I’ve confirmed as delivered, I’d like to override the shipping status pulled from UPS and mark them manually as delivered.

4

Gotcha, and do you mind taking a screenshot from your orders page where you are seeing the ‘in transit’ label?

If there is anything else I can help you with, please let me know.

5

Here’s a screenshot of my orders page, the shipping status of an individual order, and the UPS page.

Shopify is correctly reporting the status from UPS. However, the status from UPS is incorrect. So, I would like to manually update the order in Shopify to reflect that the order was delivered.

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6

That does look strange. It looks like we’ll need to access your account in order to resolve this issue.

While we’re not able to provide account-specific support Community via at this time, we’d be happy to continue assisting you through our available support options.

Please visit our help center and login for assistance. - Dirk

7

This has been a big issue for us. Each Ground Saver label has a UPS tracking number, and USPS tracking number, as UPS takes the item to the hub, and USPS does last mile delivery. Shopify is only pulling the UPS tracking info, and therefore the package is perpetually “in transit” as the last mile delivery isn’t their responsibility. We have been suspended from selling on FB and IG, and have had issues with other sales channels because it looks like the customers are not getting their orders. I have sent in PDFs of the labels and a whole spreadsheet to FB/IG, etc., to show that the items were delivered, but their system is only able to pull the initial UPS tracking. It’s been a big detriment to my Christmas business- I can’t believe I’m not seeing more people talk about it!

8

Sorry to hear that- I’m no longer buying ground saver labels due to this issue.