Symptom

After a shipment is created in Luminous, the tracking number and carrier information never appear in your connected sales channel — such as Shopify, Walmart, or a fulfillment destination like Portless. Customers may not receive shipment notifications, and the channel still shows orders as unfulfilled.

Why It Happens

Tracking information reaches a sales channel through an automatic push triggered when a shipment is created. Several things can block or delay that push:

  1. Auto-push is not enabled on the channel. Luminous will not send tracking updates back to an order source unless the Automatically Push Fulfillment Updates to Order Source option is turned on for that channel.
  2. The carrier name isn't recognized by the destination channel. Each platform (Shopify, Walmart, etc.) maintains its own list of accepted carrier values. If Luminous's internal carrier code doesn't match what the channel expects, the push fails silently or prompts you to create a carrier field mapping.
  3. A push delay or schedule window is in effect. A channel can be configured to hold shipment updates for a set number of minutes, or to batch them on a daily/hourly schedule, rather than pushing immediately.
  4. The sales order is not yet posted. Luminous only pushes tracking for orders in a fully posted state.
  5. For Portless (and other 3PL/OMS destinations): a PUSH_ORDERS integration mapping is missing or not attached to the fulfillment channel. Portless is a fulfillment OMS destination — Luminous sends order and tracking data to it through a JSON-based integration mapping. If that mapping was never created, is missing required fields (such as carrier code or shipping method), or is not attached to the correct fulfillment channel, no data flows through.

How to Resolve

Step 1 — Confirm that auto-push is enabled on the channel

  1. Go to Manage → Channels.
  2. Locate the channel for Shopify, Walmart, or your order source.
  3. Open the channel and click Edit.
  4. In the channel configuration form, find the Automatically Push Fulfillment Updates to Order Source checkbox (it appears in both the Pull Sales Orders and Push Orders sections, depending on your channel type).
  5. Make sure the checkbox is checked.
  6. Save the channel.

After enabling this setting, Luminous will automatically push tracking for all future shipments. Existing shipments that were not pushed will need to be sent manually (see Step 4).

Step 2 — Resolve carrier field mapping errors

If you see a Carrier Mapping Required dialog when pushing tracking, or if pushes are failing because of an unrecognized carrier name, you need to create a field mapping that translates the Luminous carrier name to the value the destination channel accepts.

  • Respond to the dialog directly: select the correct external value from the list (an AI suggestion with a confidence score is shown), then click Create Mapping & Retry Push to save the mapping and immediately re-attempt the push.
  • To review and manage all existing carrier mappings, go to Settings → Integration Field Mappings. Filter by your account and the carrier field to see what is configured.
  • To seed mappings from your recent order history, use the Quick-Add option (available in the bulk actions menu on the Integration Field Mappings page).

It looks back up to 90 days and creates starter mappings for every carrier and service code it finds.

For full guidance on the Carrier Mapping Required dialog, see Carrier Mapping Required — Resolving Unrecognized Carrier Names on Push.

Step 3 — Check for a push delay or schedule

If auto-push is enabled but tracking isn't arriving, a delay or schedule window may be holding the push back. Signs of this:

  • Tracking eventually arrives on its own, but hours later than expected.
  • Tracking only appears at specific times of day.

If you suspect a delay or schedule is in place and it's causing problems, contact Luminous Support and ask them to review the fulfillmentPushToSourceOptions configuration for your channel. They can adjust or remove the delay.

Step 4 — Manually force-push tracking for a specific shipment

If a shipment was created before auto-push was enabled, or if the automatic push failed for any reason, you can send tracking to the channel immediately without waiting:

  1. Navigate to Operations → Sales Orders and open the relevant order.
  2. Click the actions menu (three-dot or dropdown) in the top-right area of the order.
  3. Under the Shipping section, click Force push to source…
  4. Verify the shipment details, check the order lines you want to push, and click Push to source

For detailed instructions, see Force Push Tracking to a Sales Channel (Manual Tracking Push).

Step 5 (Portless and other 3PL/OMS destinations) — Verify the PUSH_ORDERS integration mapping

For fulfillment destinations like Portless, tracking is delivered as part of the fulfillment order push, which requires a PUSH_ORDERS integration mapping to be:

  • Created for the correct destination integration account.
  • Configured with the required fields the destination expects (such as carrier code and shipping method).
  • Attached to the correct fulfillment channel.

Note that Portless may not expose a shipping-methods catalog, so required fields sometimes need template-based fallback values rather than a live lookup. This configuration is complex and requires working knowledge of the integration mapping JSON format.

Contact Luminous Support to set up or repair a Portless PUSH_ORDERS mapping. Provide your fulfillment channel name and, if available, the error message from the failed push.

When to Contact Support

  • You need to set up or modify a PUSH_ORDERS integration mapping for Portless or another 3PL destination.
  • Tracking is still not reaching Shopify or Walmart after enabling auto-push and fixing carrier mappings.
  • The carrier your channel requires does not appear in the accepted values list in the Carrier Mapping dialog.
  • You need a push delay or schedule adjusted or removed.
  • Force Push completes successfully, but the channel still shows the order as unfulfilled.

When contacting support, include your Sales Order number, channel name, and any error message shown in the push dialog or on the shipment record.