Order Status Update When Tracking Received

  • Resolved a68tbird

    (@a68tbird)


    1 year, 11 months ago

    Hello all –
    We noticed that when we receive tracking information back from Printful for a fulfilled order, our order in Woocommerce does not update to completed, which would usually then trigger the email notification to the customer. This was working fine up until about mid-February, and then it stopped. Orders would normally get a note added that looks like this screenshot:
    https://snipboard.io/DE17YF.jpg

    Orders since mid-February are not receiving this information anymore (although a tracking number is still being relayed back as it populates the tracking number field in the Woocommerce Shipment Tracking plugin).

    Anyone else experiencing this? Is there a solution? We don’t want to have to manually update all of our orders to “completed” every day.

Viewing 4 replies - 1 through 4 (of 4 total)
  • katherineprintful

    (@katherineprintful)

    1 year, 11 months ago

    Hi! This can happen if you’ve chosen to confirm orders manually on Printful’s end once they import, or this can also occur if not all items in the order are fulfilled by Printful. In general, our plugin should only mark the order as Completed once it ships out. If all of your items are fulfilled by Printful and you’ve enabled automatic order confirmation on Printful, please report the error to our support team, so they can have a look and assist — support@printful.com.

    Thread Starter a68tbird

    (@a68tbird)

    1 year, 11 months ago

    Thank you @katherineprintful. Yes, those scenarios that you describe would be applicable and understandable if this were an intermittent problem. However this problem has been affecting our business now on every order fulfilled through Printful since mid-February. That’s across 14 stores, over 2500 orders. We have reached out to support@, but their resolution was that it was a Woocommerce issue, which we have confirmed it is not. Something changed with the API return call sometime in February. The order note is not being created, which is affecting the updating of the order status. I would truly appreciate any assistance and/or escalation of this problem you could provide.

    katherineprintful

    (@katherineprintful)

    1 year, 11 months ago

    Hey, thanks for elaborating! I looked into this further and found out that our CS agents have already passed the info on further.
    Our devs have been alerted about this, and they’re working on a fix. However, there’s no ETA that they currently can provide. Our CS agents will update you via the same email thread as soon as there’s some new info to share. I apologize for the inconvenience this is causing.

    Thread Starter a68tbird

    (@a68tbird)

    1 year, 11 months ago

    Thank you @katherineprintful.

Viewing 4 replies - 1 through 4 (of 4 total)
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