Earthwise Packaging review for PH Ship Rate & Track for FedEx
April 19, 2023
We've used PH for nearly 3 years now. Everything has worked decently until a month ago when Shopify changed the way the report tracking numbers. Prior, Shopify would display a master tracking number if the order had multiple boxes. The customer would get 1 communication from PH. Now, Shopify reports individual tracking numbers which causes a massive change to the order screen. Even worse, it triggers PH to send out multiple emails to the customer. So, in my case if a customer orders 18 boxes of one of my products, they'll get 18 emails that the product has shipped with individual tracking numbers. Then, 18 emails that the order was delivered. I contact PH, even video conference and they have no fix - was told 3 months to possibly have a fix. I contact Shopify+ support and they state it's the 3rd party's job to fix these issues. Will need to find an alternative now.
We apologize for any inconvenience caused by the recent changes in Shopify's reporting of tracking numbers. We understand that the previous method of reporting a master tracking number for orders with multiple boxes was not a perfect solution, but it did work well for you in the past. While we are actively working on a permanent solution with Shopify, we suggest considering the following workarounds: 1) Consider the possibility of shipping the products in a single package instead of 18 individual packages. This may help reduce shipping costs as well. 2) Disable the email notification feature. Your customers can still access the tracking number from the order page. We hope these options can help alleviate the issues you are facing while we work towards a permanent solution. Thank you for your continued support and understanding.
