North America

UPDATE:

The support teams have confirmed that they are now able to manifest shipments to Canada. Awaiting confirmation from the National Pen team — this will be considered resolved if no response is received.

UPDATE:

Logistics dev teams are currently working to resubmit the failed manifest. Next update in 1 hour or sooner.

UPDATE:
Escalation sent to: Fulfillment: Logistics: Squirtle

Engaging Squirtle squad for assistance.

UPDATE:

We’ve determined that new shipments via Canada Post are being processed successfully while the original failed manifest is still unable to be sent. We will follow up with Logistics dev teams to review the issue again during their business hours (~1.5 hours from now).

UPDATE:

National Pen reports that the manifests are still failing. We are gathering additional details and will update again in 1 hour or sooner.

UPDATE:

No additional reports of problems, though we haven’t received confirmation that the previous failed manifest was resent. We will check in with Logistics teams during their business hour to verify before containing this issue.

UPDATE:

National Pen has contacted the account manager for the carrier to correct the payment issue. The problem should be fixed once those adjustments are made. We will send another update once we get confirmation that the manifest has been retried and processed successfully.

UPDATE:

CT Logistics and Nation Pen teams are reaching out to the carrier regarding the payment method errors. We will send another update as soon as we have a response.

UPDATE:

Issue is currently pending review by National Pen team members who are able to contact the carrier and verify the payment account status. Next update once we hear back from them.

UPDATE:

Multiple teams are collaboratively investigating the manifest issue. The next update will be shared once we have more details or max in 30 minutes.

UPDATE:
Escalation sent to: Fulfillment: Logistics: Snorlax

Requesting additional dev team to assist on this issue.

UPDATE:

The Dev team is online and actively looking into the issue of manifest issue with high priority. Next update in max 30 minutes or sooner.