Summary

An order ships, but it posts back to your system under the wrong carrier, with that carrier's tracking number. The usual cause is more than one service translation mapping the same incoming code to different services, so Shipstore can pick the wrong one. Keep one translation per service, and add an After Shipment Loads rule if a specific carrier code has to go back.

Problem

Your system sends a ship via or service code in, the shipment goes out, and the response comes back with a different carrier than the one you meant. You may also be asking a simpler question: what format does the incoming code have to be in, and is the pipe in "CODE|SERVICE" required? It is not. What matters is that the code you send has a translation pointing at the service you want.

Cause

The code your system sends is resolved through a translation to a Shipstore service. There is no required format for the code, so the pipe is optional. When two or more translations point the same incoming code at different services, Shipstore can select the wrong service, and the carrier code that goes back to your system is the wrong one.

How to check: look at the service translations for the profile and search for the incoming code. If it appears more than once, that is your cause.

Fix

  1. Go to Administration > Translations and find the service (ship via) translations for the profile the order ships under.
  2. Check that every code you send is mapped to the service you intend. The pipe format is not required.
  3. Delete the duplicates so each incoming code maps to a single service. One translation per service.
  4. If your system has to receive one specific carrier code, add an After Shipment Loads business rule that sets the service when the wrong one is picked. For example, when the selected service name contains the wrong carrier and is not the premium service you meant, set it to the service you want returned.
  5. Process a test order and check the carrier code that comes back.

What you should see

A test order returns the carrier code you expect, and each incoming service code appears in the translation list only once.

Related articles

See also: "Order won't set the service for an imported Ship Via code", "Batch error: Unable to set Service from ship via code", and "Run a profile-switch rule alongside another After Shipment Loads rule".