📦 Why Shipping Notifications May Not Trigger

Overview

If a customer reports not receiving shipping notifications, even though the order was fulfilled, the issue could be tied to how and when tracking data is sent to WeSupply. Here’s what to check and how to troubleshoot.

✅ When Are Shipping Notifications Triggered?

In WeSupply, shipping notifications are sent automatically when:

• A tracking number is received, and
• The carrier provides a shipment status update (e.g., label created, in transit, out for delivery)

🧩 Common Reasons Notifications Don't Trigger

1. Tracking number not sent from your system (e.g., Aptos or OMS)
   → No trigger for WeSupply to act on.
2. Carrier didn’t update the status yet
   → If the label is created but hasn’t moved, no update is pushed.
3. Integration settings only use carrier events
   → If notifications are dependent on carrier tracking instead of fulfillment system triggers, delays may occur.

🔧 How to Improve Notification Timing

• Ensure tracking numbers are passed to WeSupply at the time of shipment creation.
• Enable both:
  • "Shipment created" notification (based on tracking number received)
  • "Carrier picked up" notification (based on actual scan activity)

💡 This way, customers get an update right away, even before the carrier scans the package.

Need Help?

If you're still unsure why a notification wasn’t sent, reach out to WeSupply Support with the order number and fulfillment timeline. We’ll help track it down.