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Update Shopify order level with new ship/tracking info

Related products:Stores, Carriers, and Other Integrations
  • September 25, 2022
  • 16 replies
  • 13 views
C
The problem here is that Shipstation is not updating Shopify in a proper way so that Shopify can send additional ship notifications to customers on new shipments beyond the original shipment. Meaning: 1. if a label is voided, not only does the customer not get a notification that the label was voided, but they don't get a notification of the new label's tracking number; and 2. if no label is voided but a new label is created (example, sending a new shipment for a replacement item sent out due to damage upon delivery or defect or lost in shipping, etc.), then same problem as #1. 
 
This can't be the way the integration to Shopify was designed. This is completely unacceptable and makes Shipstation and Shopify unusable together. We are getting massive numbers of customer service emails with confusion as to why their tracking numbers are showing canceled because they aren't getting the new tracking notifications on the new labels. 
 
Shopify has confirmed that in these two scenarios mentioned above, Shipstation is sending the new tracking details to the notes section of the order in Shopify, which does not send notifications to the customer from Shopify's end. The data needs to be sent to the order level, the same level that Shipstation sends the original tracking info to. It just needs to go to the same place every time so that Shopify is able to notify the customer of all new updates. 
 
This is business critical. Shipstation to Shopify integration is unusable without this. 
 
Thomas

    16 replies

    A
    • AndyK
    • October 4, 2022

    Same crap over here. We void a label, and shipstation sends the voided tracking number to Shopify, which the customer then receives. They click to track and it USPS or whatever says the label was cancelled. Just got accused of trying to scam on a multi thousand dollar order.

     

    Shipstation support has the gall to tell me that is working as intended. INTENDED???  

     

    If that is as intended they have no business running software like this. There is absolutely zero use case for sending a VOIDED tracking number. 

     

    The only thing they could do is send me to this thread so I could give it a thumbs up and they would "consider": making the change in the future.

     

    This is bush league crap. I'm looking for another shipping solution as fast as I can.

    I
    • info966
    • February 6, 2023

    Would also LOVE to see this feature in the future, thank you!

    R

    We are having the same issue.  Voiding a shipment and reissuing should update the marketplace with the new tracking number, but unfortunately it does not.  You must go into the order in the marketplace to manually update the tracking number.  This shouldn't be necessary at all as the integration should update it especially when the previous one was cancelled.

    K
    • khardy
    • April 19, 2023

    Same, I understand you can’t pull back the original shipping info. But if the voided tracking is replaced, not added as a note, then future updates and the customer info in their account will at least be accurate. 

    H
    • help3
    • July 11, 2023

    Same issue, on top of it, another related issue: Shipping a single line item with multiple components separately. 

    Example: Kit 1 contains 3 items from 3 different vendors. We ship an item, and "create another shipment" which now has 3 total shipments associated. Only the first gets back to the customer. #2 and #3 go off into la-la land. 

    Why would this happen if we didn't want the customer to know there were more shipments on the way? Shopify lets you add multiple tracking numbers. 

    This has to be one of the biggest integrations (Shopify/SS) to fix this OBVIOUS problem. Come on ShipStation!

    S
    • sales142
    • September 7, 2023

    ShipStation appears to send paying customers to the NEW IDEAS forum and in good faith customers are suggesting new ideas. I've yet to see a recent fix for ANY of the problems that exist within ShipStation. Has anyone found another non-ShipStation solution? If so... please post it. We're ready to spend our money with a company that listens to customers and implements necessary fixes in a timely manner.

    W

    Ran into this issue today. I cannot believe this thread is from last year and the issue is still not fixed. Does Ship Station fix anything? 

    A
    • AndyK
    • January 10, 2024

    If anyone here has ideas on alternatives to shipstation please post them up. Unfortunately shipstation still has a ton of features we need but I would love to make the switch. It’s shocking to me that this simple fix has not been implemented. 

    ShipAware
    • ShipAware
    • February 15, 2024

    Can anyone please confirm if this is still an issue for them?

    We have a user that uses Shopify and ShipStation and I noticed that we're now getting updated tracking information for their reships and cancellations.

    K

    This is still an issue for us. I voided a label in Shipstation yesterday because a customer added items and the order needed to be repacked and a new label made. The order did NOT update with the new tracking number in Shopify. I had to add it manually to the order in Shopify, and it still shows as Delivery Failed in the orders dashboard because I can only notate the new tracking. The voided tracking number is still attached to the order. 

     

    E
    • EZ-Level
    • March 12, 2024

    SAME ISSUE HERE! Tons of PISSED-off customers... all because Shopify refuses to fix this issue! This thread goes back to 2022!!!!

    Whenever someone must cancel a label and re-create it, your software sends the customer an email saying that we CANCELED the shipment, but it does not bother to send them a NEW tracking number. This has resulted in dozens upon dozens of pissed-off customers calling us and screaming at us, only to find out that we simply had to change the label.

    YOU MUST FIX THIS! We almost lost a substantial new account today because of this. He called numerous times over the weekend, and of course, we didn’t get his calls until this morning, but by then, he was so pissed that it was difficult to calm him down. I did… once he heard that it was a Ship works problem, but now we have started the new account off in a very bad light.

    NOTE: We are a VERY BUSY ecom service with way too many employees to constantly remember to MANUALLY re-send tracking info. That's YOUR JOB! 

    Not good…

    Please change this.  

     

    G

    Same issue here.  It could really help us. 

    E
    • etj8
    • April 8, 2025

    Same issue here! This does sound like a shopify issue that shipstation cannot work around though. I'm not entirely sure without doing more research, that I obviously don't have time for because I'm too busy telling customers their order is actually on the way and we aren't scamming them!

    CaraAdmin
    • CaraAdmin
    • Community Manager
    • April 14, 2025

    Hello, @etj8!

     

    Thank you for your post in the community! Historically, our ability to support this feature has been limited by what the partner allows. However, if anything changes in the future, I’ll be sure to keep the community updated!

     

    Happy Shipping!

     

    -Cara

    G

    @CaraAdmin why can't ShipStation use https://shopify.dev/docs/api/admin-graphql/latest/mutations/fulfillmenttrackinginfoupdatev2 to update the fulfillment info?

    CaraAdmin
    • CaraAdmin
    • Community Manager
    • November 20, 2025

    Hello @greenlumber!

    Thank you for providing that document. We have passed it along to the development team for review. 

    We appreciate your patience!

    -Cara

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