1/ "No tracking update" means that the carrier has not given news on the package for quite some time.

For each carrier, you can define the number of business days (mon-fri) without any shipping event before we send this notification.

Be careful: this notification is generated by settings and not by carrier's event! 


2/ We recommend that you only notify your customer service for this notification.

It gives you time to find the probable cause of "no tracking update" and act upon it. 

As soon as you know why there is a "no tracking update", contact your customer with information and next steps.


3/ What to say to your customer service :

  • Title :

"No tracking update - cause: unknown"

  • Body : 

No news from this package for 5 days,
Probable cause : 

- damaged labelling
- lost package
- tracking issues 

To do:

- contact shipping carrier
- offer free express delivery for customer's next purchase
- create a follow up task in 2 days and check if package was delivered"

  • Priority : urgent


  • Titre :

"No tracking update - cause: inconnue"

  • Corps du texte:

Pas de nouvelles de ce paquet pendant 5 jours,
Cause probable:

- étiquetage endommagé
- colis perdu
- problèmes de suivi

A faire:

- Contacter le transporteur
- offrir une livraison express gratuite pour le prochain achat du client
- crée une tâche de suivi dans 2 jours pour vérifier si le colis a été livré

  • Priorité: urgent
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