Duplicate shipments

[Denalii]

We have been having an issue since March-April of this year. When changing an order in shopify after it has already been printed, we will void the label in shipstation then go over to shopify and change the order. It would then create an extra shipment which is the correct shipment but would not automatically cancel the original. I spoke with support and they explained there is nothing they can really do, due to an update from shopify. This can cause issues because if not manually cancelled the first shipment will still send out which in turn leads to customers getting more than what they paid for. Let me know if anyone has a fix.

[CaraAdmin]

Hello @Denalii!

First, welcome to the Community! We're so glad you're here. This space is an excellent resource for finding answers, sharing feedback, and suggesting new product features—we hope you find it helpful and inspiring!

After talking with support, they informed me that this behavior is tied to recent changes in Shopify’s API. If an order has already been fulfilled in ShipStation and then gets unfulfilled in Shopify, Shopify assigns it a new ID (even though it isn’t visible in the Shopify UI). When that new data is sent to ShipStation, the system reads it as a new order.

To avoid this issue and the risk of double shipping, we recommend voiding the label in ShipStation and moving the order to Cancelled right away. Then, in Shopify, cancel the order and use the Clone feature (Shopify supports this) to create a new order properly.

Suppose changes need to be made after fulfillment. In that case, another option is to unfulfill the shipment directly in ShipStation, make the changes there, and then add a note or update to the fulfilled order in Shopify—without unfulfilling it. This will help keep everything consistent between both systems.

If you have any other questions, please feel free to reach out!

-Cara