Missing ShipNotify XML input

Hi @captainblue01,

Thank you for providing the screenshots—they were helpful in identifying the issue.

From the comparison between the affected and working sites, we noticed a key difference in the ShipNotify XML data:

• On the working site, both OrderNumber (custom order number) and OrderID (WooCommerce internal order ID) are included in the XML. This dual inclusion ensures that ShipStation can correctly associate the order.
• On the affected site, the OrderID is missing from the XML, and only the custom OrderNumber is being passed. This discrepancy is likely causing the issue, as ShipStation relies on the OrderID for proper functionality.

Next Steps:

To resolve this issue, we recommend the following:

1. Check for Customizations:

• Look for any custom code or plugins on the affected site that modify how order IDs are handled or passed to the ShipStation API.
• If possible, temporarily disable such customizations to see if it resolves the issue.

2. Verify Site Configuration:

• Compare the WooCommerce ShipStation Integration plugin settings between the two sites to ensure consistency.

3. Plugin and Theme Conflict Test:

• Temporarily deactivate other plugins (except WooCommerce and ShipStation Integration) and switch to a default theme (like Twenty Twenty-Five) to check if the issue persists.
• If the issue resolves, gradually reactivate plugins and your theme to identify the conflict.

Let us know if these steps work for you!

Hi Mahfuzur,

Thank you for your prompt reply!

Both sites use all the same plugins and the same theme, both sites also run the same versions of the plugins, so there should not be any conflict there

The only difference between the sites is the region and currency in WooCommerce.

Both sites also run the custom order number plugins.

I have double-checked the ship station integration plugin settings and made sure they are identical, I have also double-checked the settings for the store setup in ship station.

Can you think of any other troubleshooting steps?

Thanks again for your assistance.

Hi there,

Thanks for your answer.

We had a similar problem in the past. This was due to the fact that the XML request from ShipStation was stripped, causing the format to go wrong, which in turn caused the tracking to be misplaced.

Could you share a copy of the System Status Report of both websites with us?

You’ll find it at the top of the page under WooCommerce > Status > Get system report > Download for support (after you scroll down a bit).

Hi Feten,

Thanks for your reply.

Please find attached System reports
USA SITE (The site having the issue): https://pastebin.com/96wbRkeE
AUS SITE: https://pastebin.com/E152Q5ir

Thanks again!

Hello captainblue01,

Thank you for your reply.

I reviewed both reports and noticed that the US site is a WordPress multisite, and the AU site is not.

Another difference I noticed is that the US site’s WooCommerce database is not updated.
It shows WC Database Version: 9.0.2.

Could you update the US site and ensure that the WooCommerce plugin and database version are updated to 9.5.1?

Let me know if this resolves the issue.
I am here for your assistance.

Best regards.

Hi @doublezed2,

Thank you for your suggestion, we have updated the plugin and the database, however we are still having the same issue.

Please let me know if you need any more logs / reports.

Hello @captainblue01,

we have updated the plugin and the database

I’m not sure if you’re referring to the ShipStation for WooCommerce plugin here, but from the System Status Reports you shared, I see the sites are running different versions of the plugin. The USA one is on 4.4.6 and the AUS one is on 4.4.4. If you downgrade the USA site to 4.4.4 does the issue go away?

You can find previous versions of ShipStation for WooCommerce at the bottom of this page.

Looking forward to hearing back from you.

Hi Paul,

Thanks for the reply.
We have downgraded our Shipstation for WooCommerce plugin to 4.4.4 to match the Australian version and we are still having the same issue, with the XML missing the order id.
Screenshot of the data missing the order id:

• This reply was modified 1 month, 1 week ago by captainblue01.

Hello captainblue01,

Thank you for your reply.

Could you please share the SSR of both sites again?
I want to review and check for any differences that might help me pinpoint the cause of the problem.

Also, it would be worthwhile to check whether the issue occurs if you upgrade the WooCommerce ShipStation to 4.4.6 on the Australian site.

Please make a backup of the site before attempting this so you can easily revert if needed.

Looking forward to your response. ??

Hi Paul,

Thank you for your reply.

I have attached the system reports for both sites
AU Site: https://pastebin.com/vGP3AtSJ
USA Site: https://pastebin.com/tZE7aik9

We have also tried updating the WooCommerce Shipstation plugin to 4.4.6 and we have not encountered the same issue.

Thanks again for your help with this.

Hello captainblue01,

Thank you for your patience.

To further investigate this issue we need to look deeper into your site configuration.
Could you log in to your WooCommerce.com account and create a ticket?

Please share your ticket number with me here so I can make sure there is a swift follow-up.
Let me know if you have any questions about creating a ticket.

Best regards.

Hi Zubair,

We have creaeted a ticket with WooCommerce, our ticket number is 9393229

Hi @captainblue01,

Thank you for getting back, the support team will respond to you as soon as possible.