Beginning last week I found a new problem with creating an order using custom items, which are the majority of my orders.
When you create a new order, you have the option to add a custom item. In that action, there is a sub action of checking a box that says “require shipping.” This way when you go to fulfill the order, you will be prompted to create a shipping label.
Starting late last week, even when I check the “requires shipping” box, when I go into the paid order, the only option is “fulfill items” - there is no option to create a shipping label.
Is anyone else having this problem, and what is shopify doing to fix the bug? It is massively slowing down my workflow.
I took a look in my own test store and was able to create a draft order that included the option to purchase a shipping label. I did need to make a few adjustments though for that to happen.
You will need to ensure you have a customer address filled in and also make sure that the order is not marked as fulfilled. If it is marked as fulfilled, you can unfulfill the order and the option to purchase a label should reappear.
Thanks for the follow up on this Ryan. Can you clarify what you mean by “when they complete the draft order”?
The order would need to be finalized in order to be able to purchase a shipping label. If you are using Shopify Shipping, then you do need to have an address attached to the order so that a shipping label can be calculated. Without the customer address, a shipping label cannot be created.
I am creating a draft order with a custom item. I check the box that says “requires shipping.” then I send a checkout link to that draft order to my customer. The customer fills out the order, inputs their shipping address, and pays. The order then shows up in my unfulfilled order tab. When I click on it, there is no option to create a shipping label. This started last Thursday. It is a bug. Please advise.
And I just tested your method and even when I have a customer and a shipping address added to the draft order, I am not prompted to create a shipping label.
Thank you for those additional details! I was able to test that process as well (send the invoice, customer fills out address and submit the order) and I was able to still print a shipping label for the order.
This is not to say that you are not experiencing this, just that it may be an isolated issue or only affecting a few merchant accounts.
To confirm, was this order marked as fulfilled automatically, or is it unfulfilled? If it is automatically marked as fulfilled (settings for that can be changed in Settings > Checkout) then the option to buy a label won’t be available. You can mark the order as unfulfilled and the option should appear.
If that is not the case, then definitely we want to get our technical team to investigate this further. I would recommend reaching out to our** live support directly** or replying back to your most recent billing email with a link to some of the affected draft orders and the issue you are experiencing.
Feel free to also share this thread to show some of the troubleshooting that has already been done.
I have the same issue. We’ve done PLENTY of custom orders and have experienced tons of problems with this very thing. We thought we were losing our minds.
OP is completely correct, with orders created as recently as a few days ago.
We were completely intentional to ensure the option for “Item requires shipping” is selected.
Go to fulfill the order after making the product, and the item says it does not require shipping and I can’t purchase shipping.
