Orders from your integrated store are downloaded into ShippingEasy. Once they have been shipped, ShippingEasy should update your store with this status change. The specific information that is updated will depend on the integration and carrier service selected. Learn more about your stores' integration.
On rare occasions, ShippingEasy will be unable to update some of your orders' statuses back to your store. There is a simple filter in your SHIPMENT HISTORY to help you isolate which orders failed to update - learn more.
The following are some of the reasons that your order may have failed to update:
Your store is disconnected:
If you noticed that all your orders from one of your stores have not updated back to your store, then it is best to confirm that your store is connected to ShippingEasy.
- We will display an ALERT in the top right of your account if there is a problem with your stores' connection.
- You can also verify your store connection by navigating to SETTINGS >> STORES & ORDERS.
If your store is disconnected, refer to your store's integration guide for steps to authenticate your integration credentials.
Your store integration is incorrectly configured:
If you have integrated your store via a plugin, ShippingEasy may not recognize that your store is disconnected. Though, your callback path may contain a typo or be set up incorrectly.
Refer to your store's integration guide for steps to verify your integration credentials and callback path.
The shipment was posted dated and you have opted to delay the shipment notification to your store:
In many cases, it is advantageous to post date labels and delay the notification back to your store. If you have post-dated the label, double-check if you have opted to have ShippingEasy delay the notification back to your store. Learn more.
The connection to your store timed out before the status update was completed:
On occasion, we will run into a weak connection when communicating to your store. If the connection is dropped before we have finished updating your order, then the order will not be successfully updated. To confirm if this was the cause, there is a quick way to retry the store order update from your Shipment History. Learn how.
The order has already been marked as shipped in your store:
There are a few reasons why an order may have already been updated as shipped in your store. In any of these cases, ShippingEasy is unable to update an order once it has been marked shipped.
- You shipped it via another solution.
- The status was manually within your store platform.
- Your store platform automatically changed its status.
- You previously shipped the order via ShippingEasy:
- The original shipment was cancelled.
- The original shipment was duplicated.
- A return label was created for the order.
The order was split and/or combined:
Many platforms support multiple order updates when an order is split and/or combined, but some do not. Please reference your store's "how to use" guide to determine if your store's integration supports updating after these actions.
You edited one or more of the line items in the order:
While there are many benefits to editing line items for specific orders, this can also prevent ShippingEasy from locating the original order record once the order has been shipped. Learn more.
You do not have enough inventory in your store to fulfill the order:
There may be an inventory related issue with one or more of the products in this order. Verify within your store platform that there is adequate inventory.
Once inventory levels are corrected, you can retry the store order update. Learn more.
If this is occurring on Amazon orders, you may need to wait 20 minutes for your store orders to update. This is due to throttling. Learn more.
ShippingEasy can only update your WooCommerce orders if your site is running on HTTPS. Learn more.
3dcart merchants can customize the names of their folders/statuses. However, ShippingEasy only recognizes a shipped status if it is named "Shipped". Learn more about this restriction as well as how to view your 3dcart custom statuses.
Only your ChannelAdvisor orders are impacted and you have not configured your carriers in ChannelAdvisor:
After a label has been purchased in ShippingEasy, the order in ChannelAdvisor will be updated with the shipping carrier and service, tracking number, shipment date, and quantity shipped. If you have not added the carrier and service selected to ChannelAdvisor, then ShippingEasy cannot complete the status update. Learn more.
If you are continuing to experience issues with orders not marking as Shipped in your store, please contact our Customer Success team to take a further look. Please provide the team with:
- Your account name
- Store platform
- 1-2 order numbers that are experiencing this issue
You can reach out to our Customer Success team in the following ways:
- Paid subscribers will see links to email, call, or chat in the top left corner of the app.
- Starter subscribers can email firstname.lastname@example.org.