What happened?
As many of you are aware, the EU Store reopened in June, but has since been rendered largely inoperable due to a technical issue which causes shipping addresses to be flagged as invalid, preventing the successful completion of orders. Although a small number of orders were successfully entered, they could not be processed correctly either as we were still unable to generate valid shipping labels. This has affected new and old customers alike.
Where are we now?
Unfortunately, we still haven’t been able to identify and resolve the root cause. However, it is clear that the issue is between Shopify, providing valid addresses and freight details, and the Chronopost module, which supplies rates and gives us the ability to print shipping labels. We’ve made some progress, but have had little success so far in fixing the issue ourselves or through support options available from Shopify and Chronopost.
What’s next?
We’ve had a focused internal team looking at solutions this past week. Given the duration of the situation and the lack of meaningful progress, we’ve decided that the best option is to find a new shipping solution.
A new option has been initially configured and we’re currently in the testing phase to make sure we can not only process new orders but also re-process the original ones. There will be some further adjustments and preparation for us internally as we look to bring this fully online.
Timelines
We expect testing and validation to continue through the coming week, although some of this will also involve staging work for the orders we already have in the Store. We will have a further update at the end of next week. If all has gone well, we’ll be able to share a timeline on the resumption of service and a plan for catching up with the existing orders.
Thank you everyone for your exceptional patience, and apologies again for the delay to your orders. We’re very much looking forward to getting this issue behind us and getting the EU store fully operational again at last.
