Unresponsive support and a simple bug left unresolved for weeks
I have been experiencing a technical issue where ShipStation is failing to trigger Shopify's branded despatch notification emails when an order is fulfilled. The root cause has been identified, ShipStation is sending the wrong field name in their Shopify API call, and the fix is straightforward, but weeks later it still hasn't been resolved. I raised a support ticket (9500639) in early May and provided a full technical explanation. I was told it had been escalated to the engineering team, but since then the communication has been non-existent. I have chased multiple times, replying to the ticket, sending separate emails to support, and my messages are simply going unanswered. For me, unresponsive customer support is a serious red flag. A bug is one thing, but leaving a customer completely in the dark for weeks with no updates and no acknowledgement is not acceptable. In the meantime my customers are either receiving no despatch notification at all, or an unbranded ShipStation email, directly impacting my customer experience and my brand.