Returns Portal + Status Issues

  • Resolved od2o

    (@od2o)


    3 years, 11 months ago

    Hi there,

    We’re using the Shipstation Integration plugin so that we can use Shipstation’s branded Returns Portal. We are also using the “WooCommerce Amazon Fulfillment” (WAF) plugin for inventory synchronization. The problem is that, by default, the WAF plugin sets order statuses to either “Sent to FBA” or “Failed to FBA” — which Shipstation Portal does not understand. Consequently, the orders are not imported into the Shipstation Portal.

    As a workaround, the WAF plugin dev recommended that we change a WAF setting to “Automatically mark successful orders complete”. Changing the WAF order status to “Complete” successfully imports the orders into Shipstation. However, Shipstation marks these “completed” orders as “Shipped”. When the order is marked as shipped, a customer cannot return a product via the Returns portal, which renders Shipstation useless.

    We’ve been working on this for weeks going back and forth with the Shipstation Portal techs — including the creation of custom statuses. But to date, we have not found a resolution and unfortunately, the site is live.

    I’m going to send a link to this ticket to the WAF plugin dev to make sure everyone is in the loop.

    I look forward to hearing from you asap (please).

    Thanks,

    Tommy

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)
  • aetta

    (@chiape)

    3 years, 11 months ago

    Hi @od2o! How’s it going?

    To clarify it a bit, and to double-check if I am following it correctly.

    You’re using the Amazon Fulfillment for WooCommerce to integrate your store with the Fulfillment by Amazon, is that correct?

    Then the FBA plugin sets your orders to Sent to FBA OR Failed to FBA, which aren’t working with the Shipstation portal.

    Have you tried to add them as a custom field as stated here?

    https://woocommerce.com/document/shipstation-for-woocommerce/#export-custom-field-data-to-shipstation

    Also, as mentioned in that article, we are unable to provide support for customizations under our Support Policy. If you are unfamiliar with code and resolving potential conflicts, select a WooExpert or Developer for assistance.

    Let us know how it goes, and if I am following it correctly!

    My very best,

    Thread Starter od2o

    (@od2o)

    3 years, 11 months ago

    Hi André,

    Thank you so much for your reply (and for the link).

    And yes, that’s correct — “WooCommerce Amazon Fulfillment” (WAF) plugin integrates with our store, and when an order is placed, it sets the WooCommerce order status to either “Sent to FBA” or “Failed to FBA” by default (which doesn’t seem to get imported into Shipstation). However, the WAF plugin does allow me to set the default order status to “Completed”, but that’s about it. When the order is imported into Shipstation using the order status “Completed”, it shows as “Shipped” in Shipstation, rather than “Awaiting Shipment”. When a customer attempts to use the Shipstation branded returns portal to return an item that was “Shipped”, they see an error. I’m told that’s because of the order status mismatch (if I understand correctly).

    When I visit the page you kindly provided, it looks like that hook will allow us to export additional data (e.g., coupon field), but not necessarily remap the order status. For example, “Sent to FBA” = “processing”.

    Thanks again!

    Tommy

    aetta

    (@chiape)

    3 years, 11 months ago

    Hi @od2o! Thanks for clarifying it! 🙂

    I am afraid that this is more related to the WAF plugin than with the WooCommerce ShipStation Integration, but what happens when you change your Shipped Order Status from Completed to Processing on our plugin?

    You can try that via WordPress DashBoard > WooCommerce > Settings > Integration > ShipStation.

    Also, we don’t have access to the WAF plugin, but something that you can consider is checking the order statuses: 

    // Get Order Status
$order->get_status();

    If this returns the status you’re expecting, like Sent to FBA, you can then, programmatically, update it with something like: 

    // Update order status
$order->update_status( ‘processing’ );

    There’re also some plugins that is used to manage your orders, like the WooCommerce Order Manager.

    This extension will allow you to create extra order statuses, edit existing ones, and also create specific flows with them!

    I hope that helps! Let us know how it goes!

    All the best,

    • This reply was modified 3 years, 11 months ago by aetta.
    Thread Starter od2o

    (@od2o)

    3 years, 11 months ago

    Hi André,

    Thank you once again for your kind and prompt reply.

    I think you are correct in suggesting that the issue may is related to the WAF plugin (or rather, our logic). I tried your very helpful suggestions, but got the same result.

    What I mean by “our logic” is that I’m not sure why our client wants to use a third-party return process for Amazon Marketplace orders. According to Amazon (https://sellercentral.amazon.com/gp/help/external/G202072200?language=en_US&ref=efph_G202072200_cont_G19661) “eligible returns are automatically authorized and an Amazon prepaid return label is issued to the buyer”.

    So, the WAF plugin is probably doing exactly what it is supposed to do re: the statuses). And then of course, for any products entered into WooCommerce manually (rather than via the WAF plugin sync), the statuses are (presumably) set to WooCommerce’s standard statuses, and the Shipstation plugin/portal will recognize them and work as expected.

    I think we’re all set for now, but I may try a non-WAF-imported product, and I’ll bet it will work (I think I tried that already in the past, and it was working fine). And then, our client will have to confirm the ability to print shipping labels from within Amazon.

    Thanks again!

    Tommy

    aetta

    (@chiape)

    3 years, 11 months ago

    Hi @od2o! Thanks for writing back!

    Sounds like a plan to me! 🙂

    I can also recommend the WooCommerce Developer Resources Portal for resources on developing for WooCommerce.

    You can also visit the WooCommerce Customizations Page to find some experts ready to help you out. We’re lucky to have a great community of open-source developers for WooCommerce, and many of our developers hang out there, as well.

    I’m going to mark this as resolved, but feel free to reach out to us anytime if you need anything else!

    My very best!

    • This reply was modified 3 years, 11 months ago by aetta.
    • This reply was modified 3 years, 11 months ago by aetta.
Viewing 5 replies - 1 through 5 (of 5 total)

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