Order Alerts: Troubleshooting Statuses

In the Tracktor dashboard, you can sort your orders and fulfillments by Alerts under the Orders and Fulfillments section.

What do these shipping alerts mean?

Shipping Exception

A Shipping Exception means the carrier is experiencing an issue with the package. This could be a delivery problem, an incorrect address, or the package may have been returned to the sender.

We recommend checking the tracking information for details and following up with the customer to let them know about the delay and next steps.

Failed Attempt

A Failed Attempt means the carrier tried to deliver the package, but no one was available to receive it.

We recommend reaching out to the customer to help coordinate a redelivery before the package is returned to the sender.

Pending Details

A Pending Details alert means the carrier has not yet updated the tracking information. This can happen when a shipment is newly created or when the carrier is not correctly mapped.

We recommend checking with your supplier to confirm the order has shipped. If it has shipped but tracking is still not updating, [read this document to learn how to use Tracktor's carrier mapping feature.]

Tracking Expired

A Tracking Expired alert means the carrier no longer has tracking information on this order. This happens when a tracking number has been deleted or 30 days have passed since the last update.

If the order has not yet been delivered, we recommend re-fulfilling the order in Shopify with an updated tracking numbe, or reaching out to the carrier directly for more information.

Needs Attention

A Needs Attention alert means Tracktor is unable to retrieve tracking information for this order. This is usually because the tracking number was recently created and hasn't entered the carrier's system yet, the tracking number is invalid, or the wrong carrier is assigned.

Troubleshoot

• Check the order in your Shopify Orders section. If the order is not fulfilled with a tracking number, [fulfill the order with a tracking number to resolve the issue.]

• If the order is fulfilled and has shipped but still shows Needs Attention, the carrier may not be supported by Shopify and will need to be mapped in Tracktor. [Follow these steps to set up carrier mapping.]

• If the order has not yet shipped, no action is needed. Tracking will update automatically once it enters the carrier's system.

Cancelled Status

A Cancelled alert means the tracking or order has been cancelled. Check the order in Shopify for more details and follow up with the customer as needed.