When an order is processed in our warehouse, a confirmation is sent to Shopify to update the order status and transmit the tracking number.
Status are not updated correctly on Shopify? Here are 2 reasons that may be causing this.
1- The provided location is not the right one
When setting up your Shopify application on Cubyn interface, you are asked to select the Location from which your products are stored on Shopify.
If the wrong Location is indicated, we will not be able to track status changes back to Shopify.
To verify the location you provide is the correct one, follow these steps:
- On Cubyn, check the location you entered on the Apps tab, then click on the configuration button 🔧 next to the Shopify connection and in the Location section.
NB: if you have only one location, go to the following case
- Go to the Product page of the products contained in the order in question, in the Stock section, and check that the location on Cubyn is listed under Quantities.
If this is not the case, as in the example opposite, given the absence of Your location, you must either change the location of the products on Shopify by clicking Change Locations or change the selected location on Cubyn while ensuring that this will not generate the situation again for other products.
2- Your order was created manually
In order for an order to be updated on Shopify, it must have been imported through the Cubyn <> Shopify connection.
If your order was created manually (file import or form import) or via an API connection, then it will not be updated automatically on Shopify.
If this does not answer your question, please do not hesitate to contact our customer service at firstname.lastname@example.org.