Temu sends orders to Shiptheory whenever an order status changes. This includes statuses like pending, unshipped, delivered, and cancelled, so currently shipments that have been delivered or cancelled will come through.
If a customer reports a shipment appearing in Shiptheory with no data, this usually means the shipment has already been delivered or cancelled on the Temu side. You can confirm this by checking the shipment history.
Orders will fail if the customer's Temu account is set to a different region than the one they selected when connecting to Shiptheory. The region and country in their Temu account must match exactly what was chosen during authorisation. If they've changed their region in Temu after connecting, this mismatch will cause their shipments to fail. They'll need to reconnect and ensure both settings align.
Customers can only connect their Temu account to Shiptheory once because Shiptheory identifies each user by their Temu store ID.
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.