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3dCart & Shipstation Don't Talk re Split Orders

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  • 3dCart & Shipstation Don't Talk re Split Orders

    When we have to split an order in 3dcart for whatever reason, when we ship part or all of the order, Shipstation is no longer able to update the order in 3dcart - so the orders remain in 3dcart as NEW status and the orders do not receive (or send to the customer) tracking information or email updates about the order. Then, for each split of the order, we have to manually enter tracking information and manually change status to Shipped.

    This USED to work fine. But it broke within the last year or two and Shipstation says it was something 3dcart did and 3dcart says it's something Shipstation did and here we are paying both of them for something that's broken and no one will take responsibility to investigate or fix it.

    This causes customer service problems as well as inventory problems, and takes time from our day to manually do what should be automatic.

    Anyone have any ideas?

  • #2
    We don't have a way to change an application we din't write, so, if they say the issue is on our end, ask them to contact us, or tell you what the issue is, and let us know. The API clearly shows you orders that are split, so my guess is that they are not using the right API method...but,hard to tell as i have no visibility on how they are using the API, can't help them if they don't tell us what they feel is not right.
    ----------------------------
    Gonzalo Gil
    3dCart Support
    800-828-6650 x111

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    • #3
      Split the order in Shipstation not 3dcart and it seems to work.
      Joe Arbogast
      http://www.birdsafestore.com

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      • #4
        Thanks for the replies.

        GonzaloGil the gist of SS position is that split orders used to go to SS something like this: ORDER-123 would be split into ORDER-123-1 and ORDER-123-2. Then they could send back different tracking numbers to each of the -1 and -2 "versions" of the order. Now they only see one order number and don't have a way to send back multiple tracking numbers to a single order. Does this make any sense to you? Does this sound like SS is either getting or giving information incorrectly? Can you please provide me with a phone number/extension/name for an SS engineer to contact an appropriate person at 3dcart to fix this? You can email me personally with that info if you prefer.


        Birdsafe How then in that scenario does SS send back multiple tracking numbers if 3dcart doesn't have the order split into multiple parts?

        I can't imagine that we are the only folks who split orders and use Shipstation. I wonder why isn't this more widely reported?

        THANKS!

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        • #5
          JustPoppin - [email protected] goes to the API developers so any questions they have, they can email there and it will go to the right person.
          ----------------------------
          Gonzalo Gil
          3dCart Support
          800-828-6650 x111

          Comment


          • #6
            JustPoppin - Yes, it does not add the second tracking number to your order in your Admin, but it will send a tracking email to your customer, assuming you have ShipStation set up to send those and the customer's email is valid.
            Joe Arbogast
            http://www.birdsafestore.com

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            • #7
              Originally posted by GonzaloGil View Post
              JustPoppin - [email protected] goes to the API developers so any questions they have, they can email there and it will go to the right person.
              Thanks. We'll forward that information to SS. Does SS's description of the situation that I wrote make sense to you or does it seem like SS has a problem with how they're interpreting what you're sending via API?

              Thanks Birdsafe - unfortunately it deals with part of the problem but not the whole thing :-( It shouldn't be this hard.

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              • #8
                No it doesn't, if they see the api documentation here:

                https://apirest.3dcart.com/Help/Api/...Orders-orderid

                They'll be able to see that for each order, they can get the shipments, as well as apply tracking #'s to each one.
                ----------------------------
                Gonzalo Gil
                3dCart Support
                800-828-6650 x111

                Comment


                • #9
                  Originally posted by GonzaloGil View Post
                  No it doesn't, if they see the api documentation here:

                  https://apirest.3dcart.com/Help/Api/...Orders-orderid

                  They'll be able to see that for each order, they can get the shipments, as well as apply tracking #'s to each one.
                  That's great. Thank you. We are following up with them again today and will provide them this link plus the email address you provided.

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