What a courier's scans do to your orders, and which courier updates your customers are told about.
Where to find itShopSettingsDelivery SettingsCourier deliveries
Before you start
Courier shipping must be on for your shop (turn on Courier shipping under Shop › Features, or ask support if that page says to contact support).
Needs
Turn it on in Shop › Features (ask support if you do not see it)
Who can use this
Shop owner
Courier scans move your orders. The settings under Shop › Settings › Delivery Settings, headings Courier deliveries and Courier updates to customers, decide how. The fields are listed in Shipping and courier settings.
What always happens
When the courier collects the parcel, or reports it in transit, out for delivery or a failed attempt, an accepted order moves to picked up, with the usual order notifications.
The other statuses before delivery do not change the order; see the status table. Self-pickup orders are never moved.
If the order could not move when a delivered or returned scan arrived, the 30-minute tracking check applies it later.
Order Is Delivered When
Every parcel delivered (recommended): the order is delivered when all its parcels that can still arrive are delivered. Cancelled, returning, returned and exception parcels do not count, nor does a courier booking left without an AWB for 24 hours.
The first parcel is delivered: the first delivered parcel delivers the order.
When A Courier Delivers
Complete like own delivery — records earnings & rewards (recommended): the order becomes Delivered, and your earnings and referral earnings are recorded.
Only change the status to Delivered: the order becomes Delivered, with the usual delivered notifications. No earnings are recorded.
With the first option, earnings are recorded only for what the platform collected: the order total minus the cash the courier collected. The courier pays that cash to you directly; follow it under COD remittances.
When A Return Reaches You
For a parcel that reaches Returned to shop (RTO delivered):
Option
Effect
Keep the order open for me to decide (recommended)
Nothing changes; the return is noted on the activity log
Cancel the order and put the items back in stock
The order is cancelled like any other: the items return to stock, a part paid from the customer's wallet goes back to it, and the customer gets the cancellation notifications. A part paid online is recorded as a refund for you to make
The cancellation runs only when every other parcel of the order is cancelled or returned too. A delivered order is never cancelled this way.
Treat "Fulfilled" As Delivered
Shiprocket can send a "fulfilled" scan that is not a delivery scan. On: that scan counts as Delivered. Off: it is only listed on the parcel's timeline.
Three switches, off by default: Out For Delivery, Delivery Attempt Failed and Returning To You (RTO). Each sends a message when a parcel reaches that status.
Notify Customers By chooses e-mail, SMS, WhatsApp, a combination, or Do not notify. Messages use your shop's own e-mail, SMS and WhatsApp settings.
Each update has its own message field, such as Message: Out For Delivery; empty means the standard text. Besides the order placeholders such as {orderId}, {customerName}, {shopName} and {trackingUrl}, you can use {courier}, {awb} and {eta}. {trackingUrl} is the order's customer tracking page.
Nothing is sent for a cancelled order, for a return pickup, or by e-mail to a customer without an e-mail address.
