Tracking and statuses
How to track a parcel after you announce it, and what each status means. Your customer has their own tracking page.
What each status means
- Announced
- The courier knows about the parcel. It has not picked it up yet.
- In transit
- The parcel is with the courier and on its way.
- On delivery
- The courier is taking the parcel to the customer today.
- Delivered
- The customer received the parcel.
- Returned
- The parcel is coming back to you.
- Problems
- The courier reported a problem. Under the status you see which one: Pickup rejected, Wrong address, Not at address or Payment rejected.
Before you announce it, the parcel is in Fast Post. There it has tabs, not these statuses. See Fast Post: overview.
When the status changes
The status changes when the courier scans the parcel. SferaFlow asks the courier for news from time to time. If you want it now, run a check by hand.
- On the Dashboard, click Status sync. In All Shipments the same button is called Sync.
- Under Shipment count:, pick how many parcels to check.
- Click Start sync.
- At the end you see how many were checked and how many changed.
Delivered and returned parcels are normally not checked again. If you want to check them anyway, turn on Check delivered/returned shipments too.
The Tracking page
- In the menu on the left, click Tracking.
- Type the AWB number or the order number. For example X010614521 or #1001.
- Click Search or press Enter.
You see where the parcel is now, the customer details and everything the courier reported, newest first. This comes from the courier at that moment.
The page for your customer
Your customer has their own tracking page. It shows where the parcel is and what the courier reported. It does not show the name, address, phone or COD amount.
The link to that page ends with the AWB number. On the Tracking page you copy it with Copy link. The customer also gets it in the email from Shopify.
The customer can check the destination. They type their postcode or phone and click Check. If it matches, they see which city the parcel is going to.
Shopify and the customer email
When you announce a parcel, SferaFlow marks the order as fulfilled in Shopify. It adds the AWB number, the courier and the tracking link. Shopify then emails the customer.
- Reserving does not change anything in Shopify. Only announcing does.
- You turn this off in Settings → Couriers and Shopify, with the switch Mark as fulfilled in Shopify. Then you mark orders in Shopify yourself, or click Mark now in All Shipments.
- You can see if an order is marked in All Shipments. See Is the order marked in Shopify.
- A demo parcel (the AWB starts with DEMO) is marked as fulfilled in Shopify without an email to the customer.
Problems?
The status has not changed for days.
Click Status sync. If it still does not change, the courier may not have scanned the parcel yet. Also check the courier details in Settings → Couriers and Shopify.
The customer says they did not get an email.
Check that Mark as fulfilled in Shopify is on. Shopify sends the email, so also look at the notifications in your Shopify settings.
What does Unknown problem mean?
The courier reported something the app does not recognise. Click the AWB number in All Shipments and read what the courier wrote.
It says The courier doesn't know this AWB. Check whether the shipment was announced.
Check that you announced the parcel. If you did, the courier may not have scanned it yet. That is normal right after you announce it.