pixi
Ask AI
What's an 'Ideas Portal'?
DE

Troubleshooting Tracking IDs

There are several reasons why the tracking IDs are not imported to pixi or displayed in pixi. You can check the following steps in this case.


pixi Shipping

1. Verify the path of the tracking IDs in pixi.

  • Click on Tools > Options > Shipping Service Provider.

  • Check whether the tracking ID file is located at the path displayed and whether these are displayed with the file extension .done or .err.

  • Please note that this can only be done for VLog, DHL and UPS. For all other shipping service providers please check the settings in the Tracking-ID Import Tool.


2. Has the shipping service provider been changed manually during Ship Out?

  • IIn the "SHIP OUT" tab, you can use the drop-down menu to change the shipping method manually during the scan out. If a shipping service provider without polling has been selected here, no tracking ID can be imported to pixi.

3. Is it an order using the payment method "Cash"?

  • For invoices with the payment method "Cash", no polling file is created during the Scan Out, regardless of the shipping service provider.


Back to top

Tracking ID Import Tool

1.Is the Tracking ID Import Tool installed on your system?

  • For shipping service providers such as DPD or GLS, you must have the Tracking ID Import Tool installed. If the tool is not installed, you can download it from our download section.

2. Are the API credentials correct?

  • In the tab "pixi API Access DATA" check the stored API access data. These change, for example, after a server relocation of a database.


3. Do the deposited fields in the Tracking ID Import Tool match those of the polling file?

  • Start the Tracking ID Import Tool and click on Settings. Check in the tab "Import Settings" by importing an example file that the correct fields are assigned for the import.

  • If the polling has been extended after an update, you must also adjust the settings in the tool. You can see this in the release notes.


Back to top

Auto E-mails

1. Has the tracking ID been imported into pixi Customer Service?

  • Verify in pixi Customer Service under the bills tab whether the Tracking ID is available here.

2. Has the Tracking ID been imported, but the email was sent without?

  • In the pixi Control Center, under the tab Auto-Emails> Email Types and Templates> Automatic Emails, you will find the templates for the shipping confirmation. Check in the saved email template whether the variable <# <SubTemplate2> #> has been entered in the main part.

  • If the variable <# <SubTemplate2> #> is entered in the main part, check the detail 2 of the template to see if the tracking link and the variable of the tracking ID are also entered correctly.

  • For some shipping service providers (e.g. DHL) the Tracking IDs are only available after the daily closing. In order for these to be imported, the tracking data pixi Shipping must be open. If the tracking ID is present in pixi but not in the emails, the tracking data has been imported subsequently.


Back to top