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We are experiencing some rather serious issues with 3dcart/shipworks.
First ill outline our process of handling orders and then explain the problem as well as solutions we have tried.
Orders come in and are automatically downloaded by shipworks. We choose the number of orders we plan to process the following day and mark them as processing in shipworks. This also updates the online status to processing.
We began getting complaints a few months ago about excessive processing times from customers. We very quickly realized that a small percentage of orders never made it to shipworks and therefore did not ever get processed.
Upon further investigation we realized that these order DID have shipworks data in them but were never added to shipworks. In order to get them to come down to shipworks the data must be deleted and then they come over properly. Needless to say this is a very annoying problem as these orders are hard to identify until they are beyond our standard processing time. Thus those order ship at least one if not two days late.
After numerous support tickets with 3dcart and shipworks the problem is still there. In fact it seems to be getting worse. What started as a few orders a week is up to around 5%.
We read a post on shipworks forum with the same issue and it was suggested to enable the order number prefix (we were not using one previously). We actually made it two weeks without a skipped order before the problem returned. I tracked every order that got skipped in a spreadsheet and there is no real pattern to it.
3dcart blames shipworks and shipworks says they cant do much since 3dcart controls the module.
Has anyone ever seen something similar and if so how did you fix it. We are on the verge of changing carts as this is quickly costing us customers with the excessive processing and shipping times.
First ill outline our process of handling orders and then explain the problem as well as solutions we have tried.
Orders come in and are automatically downloaded by shipworks. We choose the number of orders we plan to process the following day and mark them as processing in shipworks. This also updates the online status to processing.
We began getting complaints a few months ago about excessive processing times from customers. We very quickly realized that a small percentage of orders never made it to shipworks and therefore did not ever get processed.
Upon further investigation we realized that these order DID have shipworks data in them but were never added to shipworks. In order to get them to come down to shipworks the data must be deleted and then they come over properly. Needless to say this is a very annoying problem as these orders are hard to identify until they are beyond our standard processing time. Thus those order ship at least one if not two days late.
After numerous support tickets with 3dcart and shipworks the problem is still there. In fact it seems to be getting worse. What started as a few orders a week is up to around 5%.
We read a post on shipworks forum with the same issue and it was suggested to enable the order number prefix (we were not using one previously). We actually made it two weeks without a skipped order before the problem returned. I tracked every order that got skipped in a spreadsheet and there is no real pattern to it.
3dcart blames shipworks and shipworks says they cant do much since 3dcart controls the module.
Has anyone ever seen something similar and if so how did you fix it. We are on the verge of changing carts as this is quickly costing us customers with the excessive processing and shipping times.
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