Overview
- This article outlines some of the common errors you could experience while using the DHL Express Commerce/Shopify integration and how to resolve them.
Before you begin
- Log out of your Shopify account before performing the troubleshooting steps below.
- Ensure you work out of a web browser, not within the Shopify window.
- If the issues persist, try using your web browser in Incognito/Private mode.
Fulfilment location writeback error
The fulfilment location in Shopify is mandatory. When you fulfil your orders in Shopify, you must specify the location where orders will be be fulfilled. For example, if you have two shops in different cities ( ie Melbourne and Perth), you will need to specific if the order will be fulfilled in Melbourne or Perth. You also need to be sure that the selected location has the stock.
If you don't define a location in DHL Express Commerce settings, DHL Express Commerce will use the first location to fulfil your orders. However, this location might not have the required stock to fulfil your order. The order will not be updated in Shopify and DHL Express Commerce will display a writeback error.
To resolve this you must follow the steps below to specify the fulfilment location in DHL Express Commerce:
- In DHL Express Commerce, navigate to Settings > Integrations.
- Click Shopify Settings.
- Click Lookup, and select the location you want to use.
- Click Save.
Fulfillment order has been completed or closed writeback error
If you're seeing this error message, it could mean one of the following:
- Order Already Fulfilled: The order has already been marked as fulfilled in Shopify, which means no further updates can be made.
- Third-Party Fulfillment: The order is using a third-party fulfilment service that is not allowing DHL Express Commerce from updating the status.
To resolve this:
- Order Already Fulfilled: Verify the order status in Shopify to ensure it hasn't already been fulfilled.
- Third-Party Fulfillment: If you're using a third-party fulfilment service, you may need to manage the fulfilment status through that service.
If the issue persists, you might need to adjust your fulfillment settings or you can reach out to our friendly support team for further assistance.
Tracking URL defaults to Google
If you are using a carrier outside of the designated carrier list, Shopify will default the carrier type to 'Other' or leave the field blank.
The carrier field in Shopify will default to 'Other' or be blank, and the tracking URL in the email notification from Shopify will be a Google website link.
To resolve this issue, you need to modify the Email Notification Template in your Shopify account. See the Shopify help center for more information on how to do this.