If you're using Shopify to manage your store and have noticed that some orders aren't automatically updating to 'fulfilled' once they've shipped, don't worry - we're here to help.
Potential reasons for orders not automatically updating
There could be one or two reasons for this, and we'll guide you through how to fix them.
1 - Automatic fulfilment is enabled
In your Shopify Settings, navigate to the Checkout section.
Under the Order Processing heading, locate the setting titled "After an order has been paid".
If you've chosen "Fulfil all of the order's line items automatically", it might prevent our app from updating your order statuses.
To fix this, change the setting to "Don't fulfill any of the order's line items automatically", allowing our app to handle the order statuses instead. Then Save to apply the changes.
Future orders will be automatically updated by our app when they are shipped, and the full tracking details will be sent to your customer via Shopify.
Resolving existing order statuses
For existing orders that are shipped but haven't been updated in Shopify, you can manually update them by clicking "Cancel request" and then "Fulfil item".
2 - An order has had the "Request Fulfilment" option clicked.
This option can be found on the order details page within Shopify and allows you to manually request that an order be fulfilled.
This button is not necessary for Inkthreadable orders when you have the app installed, and if this button has been clicked, our app won't be able to automatically update the order status.
Resolving the order status
To update the order status, click the three dots and "Fulfil Item".
Then, enter the tracking number from your Inkthreadable order, and tick "Send shipment details to your customer". To complete, click "Send fulfilment request".
To prevent this from happening in future, please do not click the 'Request Fulfilment' button.
When the order is shipped, we will automatically update your Shopify order status and send the tracking details to your customer.
Need further help? 🤔
If you've checked both settings, but that didn't seem to be the issue, please don't hesitate to contact our team by email or live chat on our website.