Table of Contents
Overview
- This guide aims to help you find out why your orders are not updated in your system with tracking information and marking the orders as fulfilled/shipped after you generate your shipping labels.
- In Starshipit, we call this process of updating the source orders "Writeback".
How does writeback work?
Writeback works by Starshipit using your marketplaces API to send back the correct tracking information based on the label you generated in Starshipit. You can configure writeback to happen either when you print your labels, or when you manifest them. To configure this, in Starshipit, navigate to:
Settings > Integrations > Tick or Untick Write back order updates on manifest (otherwise it occurs on printing of labels)
Not sure what writeback option to choose?
- Unticking Write back order updates on manifest will mean your orders will update the source system as soon as you generate a label in Starshipit. This is a good option to select if you wish to notify customers quickly that the label has been printed. This means that if you need to replace/redo the label after you have printed the order, you will need to manually update the order in your platform with the new tracking
- Ticking Write back order updates on manifest will mean your orders will be updated after you manifest them in Starshipit. This option is good if you do not want to notify customers immediately upon generating a label and instead delay until you're ready to send the order.
Troubleshooting
If you have noticed some orders have not updated your source system correctly, see below for steps on how to resolve them.
Initial Checks
- If you have your account configured to write back on manifest, ensure all orders have been manifested and are not archived.
Retrying the writeback
Starshipit will automatically retry the writeback on your account for all failed orders every 2 hours. If you would like to retry this sooner, you can trigger the writeback manually using the below steps:
Retrying writeback for a single order
- Search for the order and open it.
- Retry the writeback:
- UI 2.0: In the top right, select the More actions menu and choose Writeback to source. Refresh the page and check to see if writeback has been updated to "Up to Date" on the top of the page.
- Classic UI: Under Source, click on Update.
For multiple orders
UI 2.0:
- Go to the printed/shipped tab.
- Identify orders that have failed to writeback by looking for the red exclamation mark in the Writeback column.
- Select the orders.
- Select Writeback to source from the dynamic menu at the top.
Classic UI:
- Go to the printed/shipped tab.
- Filter the orders by typing Failed in the filter field.
- Select the orders.
- Right-click > Select Update selected orders (in source system).
Finding the error
If you're still having trouble, you will need to locate the error causing the order to not writeback. To do this:
- Search for the order that did not writeback.
- Open the order and scroll to the order history section of the order at the bottom of the page.
- In Classic UI: Find a log that says "Writeback to [Platform]" and click on it to expand the error message.
- In UI 2.0: Find the error in the history section like below.
- In Classic UI: Find a log that says "Writeback to [Platform]" and click on it to expand the error message.
Common Errors
Once you have found the error, see our list below of suggestions on how to resolve them.
| Error | Solution |
|---|---|
| API Limit | If you see any errors around API limits, this means that the source system prevented us from writing back due to too many API calls. You can retry the request by using the above section |
| 403 Unauthorised | Any errors regarding being unauthorised mean that Starshipit does not have access to update the orders in your source system. Go through the relevant set-up guide for the integration and ensure that the user you have set up has Read and Write Permissions |
| Location Not Found | Shopify: This error occurs when the location you have specified in Settings > Integrations > Shopify Settings > Fulfilment Location doesn't exist anymore. Update this to the correct location and then retry the writeback |
| Stock Error | The writeback will automatically mark the order as fulfilled. If you get an error related to stock, your source system has likely run out of the item in the order, and as such won't let us update the status. Ensure you have enough stock in the source system and then retry the writeback |
| Already Fulfilled/Packed/Authorised | Starshipit can only writeback to unfulfilled, unshipped orders. If you get an error about the status of the order, make sure that the order in your source system is in the correct status to allow us to mark the order as fulfilled and send back the tracking |
| [Carrier Name] Does not exist | Some platforms (i.e. Dear/Unleashed) require you to set up carriers within the platform for the writeback to work. Check out their set-up guides and ensure you have followed the required steps for mapping the carrier service |
| Writeback not required | If the order says writeback is not required, you may have accidentally disabled writeback. You can go to Settings > Integrations > Integration Settings and check if you haven't ticked or unticked settings related to writeback. |
| Could not save a shipment, see the error log for details | This error from Magento 2 requires you to check the logs in Magento to find out the error. Please note that multi-source inventory is not supported with Magento and often the cause of this error |
| The fulfilment order has been completed or closed | This error is from Shopify and can mean a few things. Typically it is that the order has already been fulfilled. It may also mean that the order has a 3rd party platform as the fulfilment service which will not allow Starshipit to writeback |
| Items already shipped | This generally means that the order has already been updated and the items have been marked as shipped. Please check your platform to see if these were manually updated. |
| Using PeopleVox? | When using Peoplevox, Starshipit will only update PeopleVox with the tracking details, it will not update your original eCommerce Platform (Shopify, Magento, BigCommerce etc) with the tracking details. If you're having trouble with this, this indicates an issue with your connection between PeopleVox and the eCommerce platform. Peoplevox will be able to assist with identifying the root cause. |
If your error is not listed here, please contact our support team here.
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