Why has shopify stopped calling fetch_tracking_numbers?

Payments + Shipping & Fulfilment
1

I have an app that installs a fulfillment service on a clients store. Here is the setup of the fullfillment service:

{
    "success": true,
    "error": null,
    "services": [
        {
            "id": <redacted>,
            "name": "<redacted>",
            "email": null,
            "service_name": "<redacted>",
            "handle": "<redacted>",
            "fulfillment_orders_opt_in": true,
            "include_pending_stock": false,
            "provider_id": null,
            "location_id": <redacted>,
            "callback_url": "https://<redacted>/api/fulfillment/<redacted>",
            "tracking_support": true,
            "inventory_management": false,
            "admin_graphql_api_id": "<redacted>",
            "permits_sku_sharing": false
        }
    ]
}

This service has always been spotty in terms of when shopify calls this endpoint. I have a few questions:

  1. I believe the docs say shopify sends a request every hour, in my logs that doesn’t seem to be the case, it might be around an hour?
  2. How many times does shopify request a tracking number for an order that has had a fulfillment request accepted? It takes days for this tracking numbers to get added in my use case so more often than not shopify will receive a response with no tracking numbers than with a tracking number.
  3. What is the max amount of order names that shopify will request tracking for? Are there follow up requests if there are more?
  4. Shopify has stopped polling my service on 09-07-2023, why would this be?

Sorry if this is a bit too focused on my store’s problem to end up here but Shopify no longer has a discernible way to get ahold of support, just a chat bot!

2

Hi @jason-timios , i’m setting up an fulfillment service too.
But i don’t know when shopify will send me a fetch_tracking_number request.
Can you tell me what should i do on my order to be able to receive the fetch_tracking_numer request from shopify?
Here is my fulfillment service

{
            "id": 60229517456,
            "name": "my-fulfillment-service",
            "email": null,
            "service_name": "my-fulfillment-service",
            "handle": "my-fulfillment-service",
            "fulfillment_orders_opt_in": true,
            "include_pending_stock": false,
            "provider_id": null,
            "location_id": 74736271557,
            "callback_url": "https://mydomain/api/shopify/fulfillment/callback",
            "tracking_support": true,
            "inventory_management": true,
            "admin_graphql_api_id": "gid://shopify/ApiFulfillmentService/60229517349",
            "permits_sku_sharing": true,
            "requires_shipping_method": true
        }

Thanks,