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Occasional Contributor
Status: New
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. 

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.