Foundation · 2 min
What you need to know
How does ecommerce shipment tracking work?
The carrier assigns a tracking number and posts scan events as the parcel moves. Some events take time to appear. Match the tracking number and shipment contents to the correct customer order and send the carrier’s supported tracking link.
When should customers receive tracking information?
Send tracking when the parcel is actually ready for carrier handoff, with clear wording if it has only been labelled so far. Do not say “on its way” before the carrier takes possession. Provide an update if handoff is delayed.
Where should customers be able to track orders?
Make tracking available in the shipment email and the order status page, or through a clear guest tracking path. A customer with two parcels should see both tracking numbers and know which items belong to each.
What shipping notifications should customers receive?
Useful updates include order confirmation, shipment or carrier handoff, significant exceptions and delivery confirmation when supported. Send only accurate event-based messages. Too many repeated scan notices can obscure the information customers actually need.
Why isn’t tracking information updating?
The carrier may not have scanned the parcel yet, or a scan may be delayed. Confirm when the parcel was handed over and compare against the carrier’s own status. If the gap is unusual for that service, open a trace rather than inventing a delivery date.
Foundation · 2 min
Frequently asked questions
What does “label created” mean?
Label created usually means shipment information, or a label exists; it does not prove the carrier has received the package. Check the handoff record and first carrier scan before telling a customer the parcel is moving.
Why does tracking show delivered when the customer has no package?
Confirm the carrier’s status, address, and delivery details, then ask the customer to check the location named by the carrier where appropriate. Open the carrier’s missing-delivery process if unresolved. A delivered scan is evidence to investigate, not a reason to dismiss the customer.