Managing Shopify order and tracking updates

Follow the linked order

Open the fulfilment order from its Shopify reference or the connected order list. Read the current status and any required action. After dispatch, use the parcel tracking information associated with that order.

Check the connection instructions for the events supported by your setup and where those events should appear in Shopify.

Check a missing update

1. Confirm you have the correct Shopify and fulfilment references.
2. Check the latest fulfilment event.
3. Check the connection's update status.
4. Use the recovery action for the original event or contact the team.

An update can fail while the underlying order continues to exist. Keep those two states separate when explaining progress to your customer.

Changes and duplicates

Use the order-change process for an accepted order. Updating a Shopify product or editing its saved artwork does not automatically alter an order already in production.

If you suspect a duplicate, keep both references and contact support before submitting further copies or payments. The team can check the authoritative records.

Review your workflow

After changing a connector setting or product mapping, verify the affected update path with the controlled test process. Share only current confirmed information with customers; label a production estimate separately from a carrier delivery event.

Read the stages separately

Order received, accepted for production, dispatched and delivered describe different events. A carrier tracking number is a parcel reference; it is not by itself proof that the parcel has been collected or delivered. Use the latest confirmed event and avoid promising an arrival date from an old estimate.

When Shopify and fulfilment disagree

• Compare the same original order and its linked reference.
• Check the date and time of each update.
• Check whether more than one parcel is involved.
• Record which update is missing and where it should appear under your connection’s instructions.
• Send the references to the team rather than creating a replacement order to trigger another update.

Tell the customer what is known

For example: “Dispatch has been confirmed for parcel [reference]. I am checking why the store update has not appeared.” Use this only when dispatch really is confirmed. If the production stage is uncertain, say you are checking it rather than guessing that the parcel is on its way.