Many, if not all of my customers are not receiving tracking emails when I ship their orders

[ilmontgo]

I keep getting emails from customers asking when their orders will arrive. I am shipping with PayPal/Shipstation. These customers are not receiving an email with their tracking number when I ship their orders. Shipstation is already a pain to use vs the old PayPal shipping system and now I have to manually send them emails with their tracking links. As far as I can tell, I'm doing everything right. Is anyone else having this problem? I have been through all the settings I can find and haven't been able to find a solution.

[PayPal_Ayesha]

Hello @ilmontgo,

Welcome to PayPal Community Forum and thank you for posting!

I am sorry to know that your customers are not receiving tracking details in email. Here's the Help Center Article to know more information. If your clients aren't getting the shipping details you may have to contact the shipping company directly to know if they have any issues.

Regards,
Ayesha

[ilmontgo · Accepted solution]

I contacted Shipstation customer support. They said they would refresh some settings and re-send shipment notifications which should fix the problem. I guess we'll see though I don't seem to have any way to verify that tracking emails are being sent without asking my customers directly. 

I don't mean to be ungrateful but the help center article was useless for my problem. 

[SpicyRamyun]

I am having the same exact problem and cannot find a solution anywhere why I ended up here.

Why is not just sending the tracking information by default? There is not a setting to be found to enable.

That "Help Center Article" is useless and also renders completely broken anyway. Help? Anyone?

[ilmontgo]

@SpicyRamyun, I have not had any customers request tracking since my last post in this thread so it seems Shipstation customer service was effective at fixing whatever the problem was on their backend. There doesn't seem to be anything we (as users) can do to fix this problem except call support or migrate to a different shipping platform (which I will definitely be doing as PayPal and now Shipstation continue to degrade the merchant experience). Some of my would-be customers have contacted me to tell me they won't be buying from me BECAUSE I use PayPal. They'd rather pay via Venmo, lol... which is owned by PayPal.

[SpicyRamyun]

Thanks for the reply. Yeah I contacted PayPal customer support and waiting for the next response from them. Hopefully everything is just working like you said. I've been thinking about migrating to Shopify, what's kinda funny is all the search results I had found about this issue pointed to the ship station settings within a Shopify store. Either that or pages by PP/SS simply saying yes we send the tracking.

[ilmontgo]

No problem. To be clear, I got nowhere with PayPal support, either over chat/message or the phone. I had to talk to Shipstation support on the phone.