There are a few reasons why Whiplash may fail to mark all or some of your order items fulfilled in Shopify:
- Some settings in Shopify may be incorrect
- The order or some of it's items may have been added to the order manually
- Some settings in Whiplash may be incorrect
These reasons will be explored in more depth later in the article. But first, how can orders be manually fulfilled in Shopify so that your customers can get their tracking information?
Note: This process has changed since the Fulfillment API upgrade and old flows are no longer supported by Shopify.
Begin by clicking the "Cancel Request" button on the order item from the Order page in Shopify.
Click the three dots in the top right corner of the order item tile. From there, select "Change Location" to pick a non-Whiplash location from which to fulfill the order. Ensure the location selected is a location you have total control over, i.e. not another 3PL or external fulfilment service.
Lastly, click "Fulfill item" to enter the carrier information and tracking number.
Now that your customers have received their tracking information, let's circle back to some issues that might be causing tracking not to flow in the first place.
One of the most common reasons for a line item within your Shopify order to fail to be marked as "fulfilled" is because Shopify is configured to automatically fulfill line items.
To disable this setting, in Shopify, navigate to "Settings" → "Checkout". Please make sure the setting is set to not automatically fulfill line items:
Orders and Order Items Created Manually
When orders are created via Whiplash or items are added to an order created in Shopify, Whiplash is unable to mark the items as "fulfilled" in Shopify. This also results in the order not receiving tracking information.
If one of your Shopify orders is missing an item, please contact Customer Support and we can re-import the order so that all of the Shopify connections remain intact. We hope to offer a way to this via Whiplash soon.
If your settings were already configured correctly in Shopify, please check your Customer Preferences in Whiplash to ensure this setting is checked:
Additionally, for your Shop Settings, please make sure this option is turned on:
Why are all or some of my order items not marked fulfilled in Shopify?
How can orders be manually fulfilled in Shopify?