Symptom

After a shipment is created in Luminous, the tracking number and fulfillment status do not appear on Shopify, Walmart, or another connected sales channel. The order may show as "Unfulfilled" or "Partially Fulfilled" in the marketplace even though Luminous shows it as shipped.

Why It Happens

Luminous pushes tracking back to the order source automatically — but only when several conditions are all met at the same time. If any one of them is not satisfied, the push is silently skipped or deferred. The most common causes are:

  1. The automatic tracking push is not turned on for the channel. Each sales channel has a setting called "Automatically Push Fulfillment Updates to Order Source." If this checkbox is off, Luminous will never push tracking automatically.
  2. The sales order has not been posted. Luminous only pushes tracking for posted orders. Orders still in purgatory (not yet posted) are intentionally excluded.
  3. A push delay or batch schedule is active on the channel. Luminous supports optional push delays and scheduled push windows (e.g., "push once a day at 5 PM"). If your account uses these settings, tracking may sit in a queue for minutes to hours before it is sent — this is by design, not a failure.
  4. The shipment's label was voided. As a safety measure, Luminous blocks a tracking push if the shipping label tied to that tracking number has been voided. This prevents customers from receiving a tracking number for a cancelled shipment.
  5. A Shopify API permission (scope) is missing. The Shopify custom app connected to Luminous needs specific fulfillment-related permissions. If those scopes were never granted, or if Shopify recently revoked them, the push will fail silently.
  6. A SKU or line-item mapping could not be resolved. When Luminous prepares the fulfillment payload for Shopify, it must match each shipped item to the original Shopify order line using Shopify's own internal IDs. If those IDs were not captured correctly when the order first synced into Luminous — or if the shipped SKUs differ from the ordered SKUs (common with 3PL kit scenarios) — the match fails and nothing is pushed.
  7. Amazon MCF placeholder shipment (Shopify + MCF only). When an order is fulfilled through Amazon Multi-Channel Fulfillment via Trackstar, Amazon sends an initial placeholder update with no tracking number. Luminous intentionally discards this placeholder and waits for the real tracking to arrive before pushing to Shopify.

How to Resolve

Step 1 — Confirm the automatic push is enabled

  1. Go to Manage → Channels.
  2. Open the relevant sales channel and click the Edit (pencil) icon.
  3. Look for the checkbox labeled Automatically Push Fulfillment Updates to Order Source.
  4. If it is unchecked, enable it and save.

If this setting was previously off, only new shipments created after enabling it will push automatically. Use Force Push to Source (Step 4 below) to send tracking for any shipments that were missed.

Step 2 — Check that the sales order is posted

  1. Open the affected Sales Order.
  2. If the order badge shows a status like "Purgatory" or "Unposted," the tracking push will not fire until the order is fully processed and posted.
  3. Resolve any purgatory issues (SKU mapping, missing data) so the order can be posted. Once posted, the automatic tracking push will proceed normally.

Step 3 — Run the Shopify integration health check (Shopify channels only)

  1. Go to Your Name → Integrations.
  2. Select your Shopify connection, click the Edit (pencil) icon, then click Test Credentials.
  3. If you see a "Missing required scopes" message, follow the scope-update steps in the Recommended Quick Health Check for Your Shopify Integration guide to re-grant the fulfillment permissions in your Shopify custom app.
  4. Re-run Test Credentials to confirm all scopes are available, then test a new shipment.

Step 4 — Use Force Push to Source to manually send tracking

If automatic push did not fire and you need to get tracking to the customer right away:

  1. Open the affected Sales Order.
  2. Click the actions menu (three-dot or dropdown) at the top-right of the order.
  3. Under Shipping, choose Force push to source…
  4. In the modal, verify the shipment and tracking number, select the order lines to push, and click Pushing…

See Force Push Tracking to a Sales Channel (Manual Tracking Push) for full instructions and tips.

Note for 3PL / kit scenarios: If a 3PL shipped individual kit components under different SKUs than what was ordered, use Force Push — it bypasses the SKU-matching validation that blocks the standard automatic push.

Step 5 — If it's an MCF order, wait for real tracking

If the order is fulfilled through Amazon MCF via Trackstar and the order appears "Unfulfilled" in Shopify while showing as shipped in Luminous, the placeholder shipment is being held. No action is needed — Luminous will push tracking automatically once Amazon provides the real tracking number. See MCF Orders Without Tracking Are Now Discarded Before Shopify Fulfillment Push for more detail.

When to Contact Support

Contact the Luminous Support team if:

  • The "Automatically Push Fulfillment Updates to Order Source" checkbox is enabled but tracking still isn't syncing after testing.
  • You suspect a push delay or batch schedule is configured on your account and want to review or adjust it.
  • The order is posted and the Shopify scopes are correct, but the push is still failing (possible line-item ID mapping issue from initial order sync).
  • A shipment's label was voided but you believe the void was made in error and need the push unblocked.
  • You are on a non-Shopify channel (Walmart, etc.) and the steps above don't apply.

When contacting support, please include: the Sales Order number, the channel name, and any error message or screenshot from the Force Push modal.