TABLE OF CONTENTS
What causes slowness
If you come across slowness while trying to send orders to or print via Shiptheory, there are a few different areas that be the cause:
Shiptheory > Carrier
Carrier > Shiptheory
How to view timestamps
You can right-click and view a shipment, click expand details and scroll down to the shipment history to see timestamps:
From the above screenshot, we can see what time the shipment came into Shiptheory, but not how long it took the sales channel to tell us an order was ready.
Then the shipment went through the rules engine and had values updated, it was booked in with Royal Mail who gave us a tracking number.
Next we sent the print job to the printer, we can track up to when it joined your PCs print queue, but not how long it's in your print queue or how long it physically takes to print out.
Lastly, we update the sales channel with the tracking number.
In the above screenshot, all of this happened in less than 60 seconds.
How to report slowness for investigation
If you're experiencing slowness, please report it to support@shiptheory.com and we can investigate.
It's imperative that you include the following so that we can investigate your issue properly:
1. An example order number
2. What action were you taking to print the label? For example, did you click fulfil/ship in your sales channel or were you using our Pick Pack Ship software?
3. What time did you take that action with the example order?
4. What time did the label physically print from your printer?
If you encounter any issues, please feel free to contact our support team. You can call us on 0117 403 4313 (UK) / +1 (629) 666-6726 (US) or reach us online here.