Shiptheory Support

Before getting started troubleshooting, has this ever worked? 

If not, this suggests a configuration issue.

If yes, then the fulfilment was likely not processed correctly. Either way, here is how to check that everything is configured correctly.

1. Check your NetSuite settings in Shiptheory. Are the two required identifiers present?

2. Is the merge identifier unique?

If you're using an identifier that already exists in Shiptheory, the new shipment will try to update an old order. The identifier needs to be unique. Many customers use the original order ID to ensure unique identifiers are used. 

3. Do the fulfilments have matching identifiers? 

For example, if fulfilment one has UniqueID101, then fulfiment 2 will also need UniqueID101. If the identifier is missing or not matching, we won't know they're linked. 

4. Is the release flag on the final fulfilment?

The "Merge Completion" custom field needs to be a boolean and sent as TRUE (ticked in NetSuite). 

Note: If you are unsure about the orders having matching identifiers or the release flag, our support team can retreive the data from Netsuite, please contact them below.

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.