Label created or no movement
Check whether the parcel has been packed, handed to the carrier or received its first physical scan. These are different milestones.
Read the tracking-handoff guide →Order Issue Centre
Start with the parcel's physical stage, the evidence available and the next carrier or supplier deadline. A tracking number, delivered scan or complaint is a starting point; the remedy depends on what can still be changed and what the evidence supports.
For a live order: send the safe order reference and current tracking on WhatsApp. Do not post a full address, telephone number or store login in a broad group.
Choose the situation
Address or telephone problem
Send the corrected field and ask whether the order is still editable. After carrier acceptance, a change may fail, cost extra or require pickup.
Prevent address failures →Self-pickup or failed delivery
Record the pickup location or carrier contact route, the deadline, and any redelivery instruction. Missing the deadline can lead to return or disposal.
Plan the customer update →Returned or returning
Confirm why the return started, where the parcel is going, whether another attempt is possible and which charges or evidence apply.
Compare remedy paths →Delivered but not received
Check the address, household or reception, local carrier path, timestamp and any delivery certificate. A scan is evidence, not automatic proof of handover to the recipient.
Understand the investigation →Damaged, wrong, incomplete or defective
Keep the packaging and send a focused photo or video pack that shows identity, condition, context and the requested outcome.
Build the evidence pack →What a useful first report contains
- A safe order or case reference and the affected product category and variant.
- The current tracking event, date received, or date the problem was first observed.
- What was expected, what happened instead and whether the parcel or packaging is still available.
- Clear photos or one short continuous video where the problem is physical or functional.
- The outcome requested and any known carrier, supplier or marketplace deadline.
How the next decision is made
| Stage | What we check | Possible next step |
|---|---|---|
| Before dispatch | Editable order, stock, address, product and packing status | Correct, hold, cancel, repack or release |
| In carrier network | Physical scans, route, address options and trace eligibility | Wait for next event, request trace, arrange pickup or attempt redelivery |
| Delivered or returned | Carrier evidence, local checks, return reason and deadlines | Carrier review, recovery, reship, refund or another evidence-based outcome |
| Product complaint | Approved version, parcel condition, evidence and repeat pattern | Troubleshoot, replace, refund, hold related stock or open supplier corrective action |
No page can promise the same result for every route. Carrier investigations, proof availability, evidence windows and after-sales terms vary. We will state the current stage, owner, next update and closure evidence rather than treating an acknowledgement as a resolution.