order status not changing to Complete when receiving information from 3rd party fulfilment system

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  hooic · Member · May 3, 2019 at 8:32 am

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  orders are sent from WooCommerce to DEAR(3rd party stock fulfilment system) for fulfilment. Dear sends the shipping info (carrier, date of shipment) and stock update back to WooCommerce. the carrier info is a custom field recorded under the order in WooCommerce. however this info are not recorded in WooCommerce and hence the status of order is not changing from PENDING to COMPLETED.. Dear has sent us a log showing information successfully sent to WooC and they advised that its possible there is an issue with WooC API. The customer does not receive a confirmation email until a manual intervention takes place. please can you advise what we should do to troubleshoot this issue.

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  gemmacevans · Member · May 3, 2019 at 10:58 am

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  Hi hooic,

  The account you are contacting us from hasn’t created any sites on WordPress.com. If you are using WooCommerce through our Business plan, please login to the account that was purchased through and contact us here:

  https://wordpress.com/help/contact/

  If you are using WordPress.org software with another host, there should be an option to open a support ticket from the dashboard in your WooCommerce account (if you have a paid upgrade). If not, the WooCommerce support forums will be the best place to ask for advice.