Symptom

After a shipment is created in Luminous, the tracking number and carrier information do not appear on your sales channel (such as Shopify) — or they appear later than expected. Customers may not receive a shipment notification, or the order may remain marked as "Unfulfilled" on the marketplace side.

Why It Happens

Tracking is pushed back to a sales channel automatically when all of the following conditions are met at the same time. If any one condition is not satisfied, the push is held or skipped:

  1. Auto-push tracking is enabled on your channel. The "Push fulfillment updates to order source" setting must be active on your sales channel's pull-orders configuration. If this was never turned on, Luminous will never push tracking automatically.
  2. The sales order is in a posted state. Luminous will not push tracking for an order that has not been fully posted. If an order is still in a draft or unposted state, the push is blocked until it is posted.
  3. A configured delay window has not yet elapsed. Your channel may be configured with a deliberate delay (for example, 60 minutes) between when a shipment is created and when tracking is sent. This is intentional — it prevents a tracking push from firing before a label is confirmed and protects against print-then-void situations. If your channel also has a scheduled batch window (for example, a once-daily push at 5 PM UTC), tracking will not be sent until that window opens, even after the delay passes.
  4. The shipment's label has not been voided. If a label was printed and then voided, Luminous holds the push as a safety check so that voided tracking numbers are not sent to your channel.
  5. SKU matching succeeds. When building the fulfillment payload, Luminous matches each shipped item back to the original order line using the line-item identifiers captured when the order was first imported. If a SKU mismatch exists — for example, a 3PL ships individual kit components under different SKUs instead of the bundle SKU — the standard push will not find a match and will silently skip those lines.
  6. Amazon MCF orders: real tracking not yet available. If you fulfill Shopify orders through Amazon Multi-Channel Fulfillment (MCF) via TrackStar, Amazon sends a preliminary shipment update before actual tracking is ready. Luminous automatically discards this placeholder and waits for the real tracking number before pushing to Shopify. This is expected behavior; no action is required. See MCF Orders Without Tracking Are Now Discarded Before Shopify Fulfillment Push for full details.

How to Resolve

Step 1 — Confirm the sales order is posted

Open the Sales Order in Luminous and verify it is in a posted status. If the order is still in draft or purgatory, post it first. Tracking cannot be sent for unposted orders.

Step 2 — Check whether a delay or schedule is configured

If tracking normally pushes but is arriving late, your channel may have a delay window or a scheduled batch push configured. Contact Luminous Support to confirm what delay or schedule is set for your channel, and whether it matches your expectations. Support can adjust these settings on your behalf.

Step 3 — Use the standard "Push Tracking to Sales Channel" action

For a specific order that has not yet had tracking pushed:

  1. Go to Operations → Sales Orders and open the relevant order.
  2. Click the actions menu (three-dot or dropdown) in the top-right of the order.
  3. Under the Shipping section, click Push Tracking to Sales Channel.

This triggers the standard push immediately. It includes SKU-matching validation — if matching fails, move to Step 4.

Step 4 — Use "Force Push to Source" when the standard push fails

If the standard push fails — typically due to a SKU mismatch, a prior mapping issue, or a kit-component scenario — use the Force Push override:

  1. From the same actions menu, click Force push to source…
  2. Verify the shipment, tracking number, and carrier shown in the modal.
  3. Select the order lines you want to push tracking for.
  4. Click Pushing… to send.

Force Push bypasses SKU-matching validation and pushes tracking directly. See Force Push Tracking to a Sales Channel (Manual Tracking Push) for full step-by-step instructions and tips.

Step 5 — For MCF orders, wait for real tracking

If the order is fulfilled through Amazon MCF via TrackStar, do not manually create a shipment or re-push. Luminous will push to Shopify automatically once Amazon provides the real tracking number. If the order remains stuck for an extended period, contact Support.

When to Contact Support

Reach out to Luminous Support if:

  • Tracking has not synced and Force Push also fails or produces an error.
  • You need to adjust a delay or schedule window — these are configuration changes that must be made by the Support team. (Automatic tracking push itself can be enabled under Manage → Channels → edit the channel → Automatically Push Fulfillment Updates to Order Source.)
  • A Shopify order still shows "Unfulfilled" after a successful Force Push (this can indicate a Shopify API permission issue on your channel connection).
  • An MCF order remains stuck without tracking for an extended time.
  • The Force Push modal shows no order lines (a possible data load issue).

When contacting Support, please include the Sales Order number, the shipment number, and the name of your sales channel.