Why is my Alibaba dropship fulfilment sync not working properly?

Shopify Apps

Topic summary

Fulfilment and tracking from Alibaba are no longer syncing to Shopify for some merchants since about 7 days ago, even though orders are still being sent to Alibaba successfully.

Impact: Shopify dashboards show many “unfulfilled” orders that have actually shipped, customers aren’t receiving tracking notifications, and support inquiries are increasing.

Actions taken: The issue has been reported to both Alibaba and Shopify, but neither has accepted responsibility or provided a solution. Another merchant confirms the same problem and reports difficulty reaching Shopify support.

Technical context: “Fulfilment sync” refers to the automated update of shipment status and tracking numbers from Alibaba back into Shopify.

Status: Unresolved and ongoing, with no identified root cause or timeline for a fix.

Summarized with AI on January 21. AI used: gpt-5.
1

Hi all,

I currently ship a combo of locally stocked and alibaba dropship products. It’s all been working well up until 7 days ago. Orders come through and are being sent through to alibaba with no issue, however the sync on fulfilment and tracking has stopped working, so my order dashboard is filling up with unfulfilled orders (that have actually been shipped) this is causing big problems with my customer notifications and they are not receiving any tracking information, which is then result in a bank up of customer enquires. I’ve flagged this with both alibaba and shopify but neither party have been willing to take responsibility or provide any solutions so far. As each day goes by and more orders come in this problem is becoming bigger.

Is anyone else out there experiencing similar and/or has any solutions?

1 Like
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Yes I am having the same issue and have been unable to reach shopify. There customer service is the worst I have experienced.