How do cancellations and shipments sync between Endless and ShipHero?

When you cancel an In Progress fulfillment order or select “Revert to Allocated,” Endless asks ShipHero to cancel its order with the reason “Canceled by Endless Commerce.” ShipHero does not cancel orders that already have labels or shipments. If ShipHero does not accept the cancellation, Endless still removes the link to the ShipHero order, and the Timeline shows “ShipHero order_cancel rejected for external_id=…” with ShipHero’s reason. Check the order in ShipHero and cancel or return it there. If ShipHero ships it anyway, contact Endless support for help. If ShipHero no longer has the order, Endless completes the cancellation.

ShipHero sends Endless a Shipment Update notification when it ships an order, and Endless records the shipment right away. Every 15 minutes, Endless also checks each In Progress ShipHero fulfillment order for shipments and for cancellations made in ShipHero. “Get Shipment” on a fulfillment order checks it immediately. For 3PL accounts, and when “Subscribe to ShipHero webhooks” is off, shipments arrive only through the 15-minute check.

Endless records a ShipHero shipment once it has a tracking number. Each ShipHero shipment becomes one shipment in Endless with the tracking number of its first label. Each label becomes a container with its box and dimensions, and the shipment’s weight and cost are the totals across its labels.

When an order ships in several ShipHero shipments, Endless records each one with its own tracking number, and the item quantities appear on the first shipment. When a ShipHero order has lines Endless did not send, other than lines added by ShipHero automation rules, the Timeline shows “ShipHero get external shipment failed: ShipHero order contains unrecognized fulfillment lines.” Select “Create Shipment” on the fulfillment order to record its shipment, or contact Endless support for help.