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Shipment tracking not updating

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Posted (edited)

Hello,

I am having a problem with the order status pages. I think the attached screenshot is self-explanatory. I enter the tracking number upon fulfillment, but Squarespace always provides my customers with information that the shipping label hasn't been even processed yet, even after the order has been already delivered. Customers are emailing me, why their orders are not getting shipped.

I am sending packages using Czech Post, with international tracking numbers that are supported by major universal tracking sites.

Any idea how to fix this?

Thank you

 

trackingnot updating.png

Edited by qvex_tech
  • Solution
Posted (edited)
On 6/18/2023 at 11:13 AM, qvex_tech said:

I am having a problem with the order status pages. I enter the tracking number upon fulfillment, but Squarespace always provides my customers with information that the shipping label hasn't been even processed yet, even after the order has been already delivered.

Yes, I'm seeing this problem on other sites too. This timeline is for USPS shipping within the US and should not appear unless you purchase a shipping label directly from Squarespace - which you obviously cannot do!

The message should look more like this:

image.thumb.png.92a52a41b658a31c6d447f7644d35051.png

Please report this bug to Squarespace Customer Care so they can understand the impact it is having on merchants and prioritise a fix. I've already reported it but the more people who do, the more quickly it is likely to be resolved.  Let us know how you get on.

Squarespace have confirmed this is currently an issue.

Did this help? Please give feedback by clicking an icon below  ⬇️

Edited by paul2009
Confirmed as an issue

Me: I'm Paul, a SQSP user for >18 yrs & Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL. We provide high quality original extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
Forum advice is completely free. You can thank me by selecting a feedback emoji. Buying a coffee is generous but optional.

Posted (edited)
15 hours ago, paul2009 said:

Yes, I'm seeing this problem on other sites too. This timeline is for USPS shipping within the US and should not appear unless you purchase a shipping label directly from Squarespace - which you obviously cannot do!

The message should look more like this:

image.thumb.png.92a52a41b658a31c6d447f7644d35051.png

Please report this bug to Squarespace Customer Care so they can understand the impact it is having on merchants and prioritise a fix. I've already reported it but the more people who do, the more quickly it is likely to be resolved.  Let us know how you get on.

Did this help? Please give feedback by clicking an icon below  ⬇️

Yeah, I tried, already exchanged a few emails with Squarespace support. But the agent seems unable to understand the problem and completely ignores the importance of this. They sent me a guide to fulfilling orders. Really bad customer service, thinking about switching to Shopify.

Edited by qvex_tech
Posted
12 hours ago, qvex_tech said:

But the agent seems unable to understand the problem and completely ignores the importance of this.

If it helps, Squarespace have confirmed that there is an issue with how tracking is displayed in the Order Status page, and the case has already forwarded to their Engineering and Design team.

Me: I'm Paul, a SQSP user for >18 yrs & Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL. We provide high quality original extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
Forum advice is completely free. You can thank me by selecting a feedback emoji. Buying a coffee is generous but optional.

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