Symptom

A Shopify order was shipped in more than one package, each with a different carrier tracking number. However, the Shopify order page shows only a single tracking number, and customers may receive only one tracking notification even though additional packages are on their way.

Why It Happens

By default, when Luminous pushes fulfillment information to Shopify it creates one fulfillment record for the entire shipment, attaching the shipment's primary tracking number. Luminous is aware of each individual package and its tracking number, but without the multi-package fulfillment feature enabled, all packages are grouped into a single Shopify fulfillment. Shopify can only display one tracking number per fulfillment record, so only the first (primary) tracking number appears on the order.

Luminous does support a mode where it automatically detects that a shipment has multiple packages with distinct tracking numbers and creates a separate Shopify fulfillment for each tracking group. Each fulfillment carries its own tracking number, so customers see all tracking numbers in Shopify and receive a complete view of their shipment. However, this behaviour must be activated for your account by the Luminous Support team — it is not on by default.

How to Resolve

There is no self-serve toggle for this setting. To get all tracking numbers pushed to Shopify for multi-package shipments:

  1. Contact Luminous Support and request that multi-package (package-aware) fulfillment push be enabled for your account.
  2. Once the Luminous team confirms the setting is active, create a new test shipment with two or more packages (each assigned its own tracking number) and verify that Shopify displays a separate fulfillment record and tracking number for each package.
  3. For any previously shipped orders that are missing tracking numbers, use "Force push to source…" on the affected Sales Order (open the order → actions menu → Force push to source…) to manually resend the shipment data.

When to Contact Support

Contact the Luminous Support team if:

  • You need multi-package fulfillment push enabled for your account.
  • After the setting is enabled, some multi-package shipments are still only sending one tracking number to Shopify.
  • You need help retroactively pushing correct tracking for previously shipped orders.
  • Packages in your shipments do not have individual tracking numbers assigned (tracking must be set at the package level, not only at the shipment level, for each package to receive its own Shopify fulfillment).