Request for Order Cancellation Webhook Setup for Carrier Integration

Getting Started
1

As a carrier, we’re currently integrated through the Generate Label Webhook. While that webhook works as expected for label creation, we’ve noticed that when a client cancels or voids an order in ShipHero, we don’t receive any update. As a result, those orders remain stale in our system.

We’d like to properly receive order cancellation (or voided order/label) updates so our system can stay in sync with ShipHero. Could you please guide us through the correct process for enabling and registering the necessary webhook(s) for cancellations?

If there are any additional event webhooks or best practices you recommend carriers implement (beyond Generate Label) to keep our systems aligned, we’d appreciate your guidance.

2

Appreciating any and all assistance.

3

Hey Iramos, The order update webhook will get all order updates including cancellations. YOu can watch that and filter for status “cancelled” Which should solve your issue

4

Hi Austin,

Thanks for clarifying. Could you clarify which field you’re referring to when you mention “status”. My assumption is “fulfillment_status”, but we’ve seen that field contain a mix of value (e.g., “pending”, merchant names, etc.), which makes it unreliable.

Could you share the full set of possible status values and their definitions so we can handle them correctly on our side?

Thanks

5

Appreciating further guidance on this.

6

hi @Austin_Harvey, following up on my question:

Thanks for clarifying. Could you clarify which field you’re referring to when you mention “status”. My assumption is “fulfillment_status”, but we’ve seen that field contain a mix of value (e.g., “pending”, merchant names, etc.), which makes it unreliable.

Could you share the full set of possible status values and their definitions so we can handle them correctly on our side?