David Ricardo was approached by Stall Mates, a brand that sells feminine hygiene products online. They had recently launched on Target+ and were facing a critical issue: tracking numbers were not being pushed into Target+, which led to canceled orders and lost revenue. To make matters worse, their seller score was dropping because of these fulfillment problems.
In this case study, I’ll share how we identified the root cause, the steps we took to resolve the issue, and the solution we implemented to prevent future order cancellations and financial losses for our client.
The Challenge: Shipping Complexities Across Platforms 📦
The client was struggling to understand why tracking numbers were not being sent from Shopify to Target+.
Because of this issue, Target+ was automatically canceling orders even though the products were being shipped and received by customers.
This resulted in lost revenue on fulfilled orders and a declining seller score. The client needed to quickly identify the root cause and find a solution to prevent additional cancellations and financial losses.
Our Solution: Teamwork & Tenacity 💪
Our Solution: Step-by-Step Timeline
1. Initial Investigation
We began by breaking the problem into smaller parts so we could fully understand what was happening.
- Our first step was to review the Marketplace Connect app in Shopify, focusing on product synchronization and confirming that UPCs were mapped correctly.
- We checked both Shopify and Target+ to identify and compare the affected orders, making sure all systems were connected correctly.
2. Order Analysis
- We reviewed the order details in both Shopify and Target+. While order data was being pushed into Shopify correctly, we discovered that tracking numbers were not being sent to Target+.
- This missing tracking information caused Target+ to cancel orders even though the products were being shipped and delivered to customers.
3. Identifying the Root Cause
- We discovered that a third-party fulfillment app, Flexport, was handling the shipping.
- After analyzing Flexport’s workflow, we found that they were using carriers not approved by Target+, which only accepts USPS, FedEx, and UPS.
- Flexport had also recently changed its process and no longer allowed carrier tagging by order. Instead, they suggested adding “Target” in the notes section of every Shopify order destined for Target+.
- On top of that, Flexport informed us that FedEx was no longer an option for them, which further limited the available carrier choices.
4. Troubleshooting with Flexport
- We reached out to Flexport support, but at first we ran into challenges because the initial support team had limited knowledge of the issue.
- After escalation, higher-level support recommended using Shopify Flow to automatically tag Target+ orders, eliminating the need for manual tagging.
- Flexport also agreed to remove unsupported carriers and use only the carriers approved by Target+.
5. Ongoing Issues and Resolution
- Even after Flexport confirmed the fix, the problem continued three days later. We re-engaged with them and provided screenshots and additional proof.
- At the same time, we opened a support case with Target+ to address orders with late notifications and missing tracking data.
- We submitted proof of delivery for those orders, and Target+ support was able to clear around 20% of the late orders, which significantly improved the client’s situation.
6. Navigating Multi-Channel Complexities
- Flexport uses a range of carriers, some of which are not accepted by Target+, TikTok Shop, or Walmart, which creates extra complexity for multi-channel sellers.
- Through consistent communication and collaboration with both Flexport and Target+, we found workarounds and ensured that orders would be processed correctly going forward.
The Results: Happy Client, Smoother Operations 🎉
Thanks to our hands-on approach and persistent problem-solving, our client achieved 100% carrier-approved order submissions to Target+. Every order is now automatically tagged using Shopify Flow, which eliminated manual work and reduced the risk of future errors.
With these solutions in place, our client can continue marketing and advertising on Target+ with confidence, without worrying about the logistical issues that were previously putting the business at risk. By partnering with David Ricardo Inc., they were able to improve operations, protect their reputation, and build a stronger foundation for future growth on Target+.
Thank you from the client:
