Troubleshooting Guide: Order Not Updating in WeSupply

If you're facing issues with an order not updating properly in WeSupply after being updated in Shopify, particularly regarding tracking information, here's a concise guide to identify and address the issue.

The carrier for this tracking number was incorrectly associated with UPS in the system, leading to inaccurate tracking updates. WeSupply cannot directly modify carrier information as it relies on the order info provided by Shopify.

Resolution Steps:

1. Review Carrier Selection in Shopify: Double-check the carrier selected for the order in Shopify. Ensure that it accurately reflects the service used for shipping.
2. Correct Carrier Selection for Shipments: For shipments using different carriers, select "other" as the carrier in Shopify, given that your preferred carrier may not be listed as an available option. This adjustment helps in correctly syncing the order and tracking information between Shopify and WeSupply.
3. Update Tracking Information: Manually update the tracking information in Shopify to reflect the correct carrier (if necessary), ensuring that future updates are accurately reflected in WeSupply.
4. Contact Support for Further Assistance: If discrepancies continue or the tracking information doesn't update correctly in WeSupply, reach out to WeSupply customer support for additional guidance and potential manual intervention.

Preventative Measures:

• Always verify the carrier information is correctly inputted in Shopify at the time of shipment to prevent tracking update issues in WeSupply.
• Regularly review and adjust your Shopify-to-WeSupply integration settings to ensure accurate data transfer, especially for carriers not directly listed in Shopify.

By following these steps, you should be able to troubleshoot and resolve issues related to order tracking information not updating properly in WeSupply due to carrier misidentification.