As a retailer it is important for you to be able to have complete visibility across the lifecycle of your orders. Not only for tracking delivery but also resolving customer disputes .
It is strongly recommended that a retailer provide both carrier and tracking information, however if you are unable to do so regularly then Omnivore have a configuration option to assist.
There are two Order Settings options available for Big Commerce retailers:
You can locate this option by navigating in Omnivore to Settings ->Administration -> Order Management.
(1) Mark orders as shipped if carrier and tracking code is not provided.
By default, once the order status is "Shipped" in BigCommerce, we will mark it as shipped in Omnivore and the marketplace regardless of whether it has carrier and tracking code information.
(2) DO NOT mark an order as shipped unless carrier and tracking code is provided.
If your business process is to mark the order as 'Shipped' and then add this information we will hold the order as pending until we see the shipping information.
Please note if this is ticked and you do NOT provide tracking details your orders will remain as pending Shipment in the marketplace.
To enter the carrier and tracking information.
For Australian and NZ based retailer Choose "Other" from the dropdown under How would you like to ship?
The next step is to choose your Carrier name from the drop-down list
Then add the relevant tracking ID.
Every few hours or so, we retrieve order updates from BigCommece.
Once the order is fulfilled in BigCommerce and the information is retrieved, the shipping info will be updated in the marketplace.
Please be aware that the update to the marketplace doesn't happen instantly when you fulfil the order in Bigcommerce.
Note regarding Shippit:
It has come to our attention that in certain instances we cannot pull the correct tracking details from BigCommerce for Shippit orders. This is because when Shippit marks an order as shipped automatically, in the BigCommerce backend, it doesn’t put a carrier in. It leaves it as Other (None). Then it puts the carrier in the order comments, which we do not read for tracking.