Shipment on the order card — full history and actions

When a customer calls about a specific order, do not go to the tracking list. Open the order and scroll to the shipments section. It has everything the list does not.

Step by step — answer “where is my parcel?”

1. Open Orders and find the customer’s order.
2. Scroll to the Shipments section. Each shipment is one narrow row: carrier logo, carrier name with step icons underneath, and a status badge such as In transit. Often the badge already answers the customer.
3. Click the row (or the arrow on the right) to expand it. Each parcel appears as a separate card labelled Parcel #N (the label appears only when a shipment has more than one parcel; for a single parcel it is replaced by a parcel-count badge in the details row). Expand the parcel card by clicking its heading.
4. Read Tracking history — a list of carrier events, newest first, each with a stage, date, and carrier description. This is the only place to answer “exactly when?”.
   • If instead you see Showing current tracking status. Full carrier history is not available for this shipment., no event has arrived yet or the carrier does not provide history.
5. Need a number to paste to a customer or on the carrier’s website? Click the tracking number in the parcel card heading — it is copied to the clipboard, with Copied! as confirmation. The long number shown next to it works the same way.
6. If the customer says the marketplace did not send them anything, look at the Number in store icon in the shipment row — the last icon in the row. A green check means the number was sent: hover over it to see the tracking send date. For a wholesaler shipment, this icon is in the wholesaler row.
7. If the icon is orange (to do), the row has a Number not sent badge and a Send number button — click it. One click sends all numbers for the entire order, so the Number in store step turns green in all rows. On success, you will see Tracking sent successfully, the button disappears, and the Number in store icon turns green.
   • The response Marketplace had nothing to send tracking for is not an outage: the channel accepted the request but had nothing left to mark (everything was sent, delivered, or cancelled).

The status names on this card differ from those on the tracking list — see the comparison in Shipment statuses — nine stages and why you see four.

Shipment row

Each shipment — yours and each wholesaler shipment under External shipments — is one narrow row, collapsed by default. From left to right:

• the carrier logo (a return arrow for returns, or a sender icon for wholesaler shipments);
• the carrier or wholesaler name, with step icons underneath (described below);
• one status badge — for the first step that is not yet complete;
• one button, shown only when something needs doing, and only for the next action;
• an arrow to expand or collapse the row.

Buttons on your shipment row: Label — shown when the label is missing (it fetches it from the carrier; for an InPost draft, it opens a parcel-size selection window, visible to a role with shipment-edit access); and Send number — shown when the number has not been sent to the marketplace. Wholesaler buttons are described in Signal — a furniture wholesaler that ships with your carrier and Halmar — connecting a furniture wholesaler.

Click anywhere on the row outside the button, or click the arrow, to expand it. The expanded row shows a details row — tracking number with change history, a parcel-count badge (“1 parcel” / “N parcels”, filled with the primary colour when there is more than one), and a date — plus parcel cards with numbers, carrier links, label icons, documents, and products. The Edit pencil in the section heading expands all rows at once, putting editing actions within reach.

Step icons next to a shipment

Under the carrier name in each shipment row is a line of small icons connected by strokes. They show how far the shipment has progressed without expanding the row. Hover over an icon to see the step and state, for example Carrier: waiting · In transit. A connecting line turns green when the preceding step is complete.

Shipment steps:

• Label — complete when every parcel has a label. For a shipment without a carrier account (number entered manually or imported), the parcel number counts as its label: the step is complete when the parcel has a number, and No label is not shown. An InPost draft waiting for a parcel size to be selected during packing shows waiting · Draft.
• Carrier — where the parcels are with the carrier: not yet (the carrier has not reported anything or has only accepted the request), waiting (collected, in transit, or waiting for the recipient), ready (delivered), or error (delivery problem). For multiple parcels, the one furthest behind determines the status, and an issue with any parcel makes the step an error.
• Number in store — whether the number was sent to the marketplace: ready (the tooltip shows the send date), to do (the number exists but was not sent — Send number button in the row), or not yet (the parcel has no number).

A return has only Label and Carrier steps. A wholesaler shipment under External shipments, visible by expanding the wholesaler row, has no steps of its own — the wholesaler row shows the label, carrier, wholesaler, and number-in-store status (Signal — a furniture wholesaler that ships with your carrier, Halmar — connecting a furniture wholesaler).

Parcel card

Parcel cards appear when you expand a shipment row. A parcel with a label has a small green label icon without text. Hover over it to see the file name and date; click it to open the label. Without permission to order documents, the icon is informational only. The docs counter next to it counts the parcel’s remaining documents. All badges in the row — carrier website link, weight, documents — have the same size.

Full history, not just one status

The shipment card shows every event reported by the carrier, with its date and description, in the order the events happened. This is the only place to answer “when exactly did it leave?”.

Two limitations to know about:

• You can see the 20 most recent entries. For a parcel with a long, eventful history, the oldest events will not fit.
• A parcel without saved history shows a message that only the current status is visible and full carrier history is unavailable. This is not an error — no event has arrived yet, or the carrier does not provide history.

Status names on this card differ from those on the tracking list — see the comparison in Shipment statuses — nine stages and why you see four.

Copying the number

Clicking the tracking number copies it to the clipboard. The long number works the same way. This is the fastest way to paste it on the carrier’s website or into an email to a customer — the tracking list does not support that click.

Send tracking

The Send number button in the shipment row sends the tracking number to the marketplace the order came from — one button per order, because it sends the numbers for all shipments at once. The “Send tracking” button next to a parcel is available only in edit mode and is used to send it again. It appears only when all of these are true:

• the shipment type is Shipment;
• the parcel is not a child parcel;
• it has a number;
• you are in edit mode.

After sending, the Number in store icon in the shipment row turns green; its tooltip shows the send date. This is your proof that the marketplace received the number. If the customer says they did not get a notification, check this icon first. The expanded parcel card shows each parcel’s send date separately in Tracking sent. The green Tracking sent marker in the row itself remains only for a parcel in a master carton and for a return.

Turn on edit mode with the Edit pencil in the Shipments section heading; the button then sends the order’s numbers again. Most marketplaces skip numbers they have already received.

Other actions

From the same place, you can generate a label (Label button in the shipment row, or next to each parcel in edit mode), add a document to a parcel, and delete a parcel or the whole shipment. Generated files appear in the document list — Document tracking — files attached to orders.

The Assistant knows this too

You can ask the Assistant directly, “where is the shipment for order 12345?” It has access to the same data and will answer without opening the order.