Royal Mail integration

Hi @cullachie!

While we are experts on our products, third-party plugins, themes or integrations are best supported by their developers (and more importantly, I prefer not to give you any incorrect information).

It is why we suggest you contact the RoyalMail support team for further assistance on this topic.

It is worth mentioning that you could still achieve the separate box/field you want through some custom coding. For that, we recommend getting in touch with one of the customization experts listed on the WooCommerce Customizations Page, who can make the code you need.

Or if you are into coding, you can also visit the WooCommerce Facebook group or the #developers channel of the WooCommerce Community Slack, you could find help from the community of open-source developers for WooCommerce that hangs in there.

Cheers!

Hi Juan,

Some good leads there which I will follow up,

1. OK, let me ask a general question…. if I add a “note to customer” in an order, does Woo immediately send that note to the customer?

2. Irrespective of how the tracking is added (either manually or by code), would it not be a useful idea to add a dedicated box for the tracking rather than a more general “Note”?

@cullachie

1. Yes, an email will be sent to the customer with the notes

2. This is rather a personal preference and we may not be able to provide an advice on that

OK, to follow up on item 1 above, I find Woo is not recording the tracking in “Notes”. I have triple checked the Royal Mail settings and all the settings are correct especially the one marked as “Send tracking information as order notes”

Looking at each order, they are successfully marked as “Completed” automatically by Woo from the data it imports from Royal Mail. So Woo is getting the data but it’s not doing the bit about entering the tracking in the notes.

Is there anything else I need to check or do you want me to send a status report>

Hi @cullachie,

Yes, please! Send us the status report, so we can have a better understanding of your setup.
You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

Best.

Great, here is Status

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Let me know if you want Admin access so you can sort this out directly.

Hi @cullachie,

Thanks for sharing your system status.

I find Woo is not recording the tracking in “Notes”

If that’s what your Royal Mail Integration is supposed to do, you may want to test after deactivating all plugins except for WooCommerce and changing the theme to the default Storefront. Check if it works with this basic setup.

You can find a more detailed explanation on how to do a conflict test here: https://docs.woocommerce.com/document/how-to-test-for-conflicts/.

If the conflict test doesn’t help, it is best to reach out to the Royal Mail support team for further assistance on this.

If you’re interested, there is an official Royal Mail extension developed by WooCommerce and we offer a 30-day money-back guarantee, so you can test the extension out and if you find it doesn’t do what you want, you can get a refund.

* https://woocommerce.com/products/royal-mail/

Let us know if you have more questions.

OK,
Immediately before doing my despatches in one hours time I will use MEKs to turn off all plugins and see if it works then.
I normally do one despatch every day with Clock & Drop so if it is a plugin issue then it could take several days to identify the culprit .

I guess when you looked through my plugins, you didnt find any likely culprits.

Realistically, if I went to Royal Mail, they would naturally say that their side is working because their data is getting through to Woo because it is updating my orders to “Completed“.

Hi,

I did today’s despatches in Royal Mail Click & Drop with ALL plugins deactivated except Woo.

About one hour after despatching, the orders were reclassified as “Completed”, however there was no tracking number mentioned in the notes. So no change with all plugins disabled and so there is no conflict involved.

Is it possible to get your gurus to check their handling of the API And is there any way of checking the integration by other means?

Hi @cullachie

I’d recommend taking a look at one of the plugins/extensions that already has this functionality of tracking and sharing it through email.

I also checked the Royal Mail integration docs, and it looks like when you mark orders as despatched, it automatically changes the order status to Completed.

On the other hand, if you want a developer to check it for you, I’d recommend the #developers channel of the WooCommerce Community Slack as mentioned above!

Thank you!

Sorry but you have overlooked the crucial point. That is, I do not mark the orders as despatched. The order stays as “Processing” after it is received. It stays as “Processing” until Woocommerce uses the RM API . As soon as Woo learns from the API that the item has been received a( ie when scanned at the receiving RM depot) does the Woo classification changed to “Completed”.
There is NO human or manual intervention whatsoever at any stage. Woo does it all based on what it gets from the API.
My understanding is that Woo is supposed to gather the tracking number at the same time and place it in the “Notes” field.
What I am asking is why the functionality is not working 100% in Woo. RM make the tracking available because we have selected that option in our RM settings where it specifically asks if we want the tracking passed to Woo. We have ticked “YES”.
This is solely a Woo issue so would appreciate if this can be escalated and because it has been already set up there is surely no need for us to go to a 3rd party developer
Thank you.

Hello @cullachie,

Gathering the tracking number isn’t a built-in feature that comes with WooCommerce, hence the problem here appears to be that the third-party integration isn’t properly passing data to WooCommerce or doesn’t integrate properly.

As suggested earlier, please reach out to your Royal Mail plugin developers. They’re in the best position to check the issue/logs and provide assistance.

If they’re not able to help, then the next option would be to hire a developer to check and try to fix it for you. There are freelance developers at Codeable who would be happy to help you out: https://woocommerce.com/codeable/.

Thanks.