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Track & Trace


From the very first moment a shipment is created, it will receive a status. When the shipment is handed over to the carrier and progresses through the delivery network, the status is automatically updated.

Each carrier has their own set of status events reflecting the physical location of a parcel within their network. We’ve mapped these physical scan codes to eight milestone statuses - providing a clear overview of the current status of each shipment no matter which carrier is used.

Milestone statuses
  1. Concept

    • All shipments created in the system start off as a Concept shipment - when a shipment is in this stage, the shipment can still be edited or deleted.

  2. Registered

    • The concept shipment has now been Registered with the carrier - A label has been created and the carrier has received a pre-advised notification.

  3. Received by carrier

    • The status Received by carrier is applied to a shipment at the point when a carrier will scan the shipment into their network for the first time.

  4. Shipment at sorting

    • A shipment will be updated with the status Shipment at sorting once the shipment is in transit through the carriers network.

  5. With courier

    • A shipment will receive the status With courier, once the shipment is out for delivery to the recipient.

  6. Delivered

    • Once a shipment has been delivered successfully, the shipment will be updated with a Delivered status.

  7. Delivered at parcelshop

    • Once a shipment has been delivered to a parcelshop, ready for customer pickup.

  8. Returned to sender

    • Sometimes a shipment cannot be delivered successfully, for multiple reasons. In this case the shipment will be returned and updated with a Returned to sender status.

  9. Registration failed

    • is a status given to a shipment when a label could not be generated. Typically, a carrier will send an error message if there is missing data or incorrect information and this will be displayed in the shipment tracking cards.

Tracking in the portal

Every shipment created using has a tracking card available . These tracking cards show detailed tracking status events, hold any and all documentation that has been generated for the shipment, gives access to the carrier tracing website as well as holding all of the information relevant to the shipment in question.

Tracking cards

Clicking on any shipment will open up its tracking card.

There are a maximum of 6 tabs on the left hand side:

  1. General info

    • At-a-glance milestones, raw carrier statuses, sender & receiver details and shipment information.

  2. Collection

    • Assigned collection details.

  3. Documents

    • Contains labels, customs documents and commercial invoices.

  4. Products

    • Is an overview of all of your product information for the given shipment

  5. Customs

    • This section contains all of the information that you have provided as customs data and has been sent to the carrier.

  6. Automation

    • If shipping rules are set and have been applied to a shipment, this will show in this section of the tracking card.

  1. General Info

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  1. Documents

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  1. Products

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  1. Customs

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Notification emails

Either choose to send standard track and trace emails from the carrier or create your own custom emails.

Tracking emails
  1. Navigate to “Track & trace” in the settings menu, activate the “Send track & trace emails” toggle and now select either “Carrier emails” or “Custom emails.”

Carrier emails are only sent providing the carrier offers this option in your contract.

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  1. If you chose to create your own Custom emails, a form will open with three available sections. Once complete click “Save.”

    1. Track & trace

      1. Edit the subject and use the toolbar to format the body of the email - or even use html to match your website.

    2. Shop logo

      1. Here, you can upload a full resolution image - use formats such an JPG, JPEG, SVG & PNG.

    3. Email placeholders

      1. We have set some predefined placeholders to give your customers detailed information about the shipment.

      2. Set up the Branded tracking portal and use the :brandedTrackingUrl: placeholder instead of the default :trackTraceUrl: for the ‘track parcel’ button.

Activate “Send a preview to” before saving to receive a test email.

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Your branded tracking emails will now be sent out with every shipment registration.

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Branded tracking page

Enhance brand recognition with the Branded Tracking Page, providing customers with a personalised experience for tracking their shipments instead of redirecting them to a carrier's tracking page.

Setting up the branded tracking page is a straightforward process that can be completed in just a few simple steps.

After configuring the branded tracking page, you must insert the :brandedTrackingUrl: placeholder into the tracking email, which is automatically sent when a shipment is registered.

  1. Navigate to the settings menu and under Shipping select “Branding.”

The preview will showcase real-time changes using HEX, RGB, HSL, or the slider, allowing you to precisely match your company's colours.

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  1. To customise the colours, click on any of the colour fields to access the palette, and click “Confirm” once your preferred colour has been selected.

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Colour field guide

  1. Primary colour.

    • Colour of the street image and the tracking status bars.

  2. Text colour.

    • Colour of the text and outline of the van.

  3. Background colour.

    • Background colour.

  4. Foreground colour.

    • Colour of the cards on top of the background.

  5. Accent colour.

    • Colour of the milestone statuses and van.

  6. Logo URL.

    • Utilise a URL link to attach your logo.

  7. Shop logo.

    • If you do not have a URL for your logo, you can upload the logo directly.


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