How parcel statuses arrive, how to ask the courier now, fix a missing AWB, mark a parcel by hand and share tracking with the customer.
Where to find itOrdersOrder pageShipping
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), and the order must have a shipment.
Needs
Turn it on in Shop › Features (ask support if you do not see it)
Who can use this
Shop owner, Shop Manager
A booked parcel shows its status, last scan and earlier scans on the order's Shipping card and on the Shipments list.
The parcel's buttons (2) depend on the courier and on the parcel's status.
How updates arrive
Way
Couriers
How it works
Pushed by the courier
Shiprocket, Delhivery
The courier sends each scan as it happens, once the webhook is set up on the courier account
Asked by the platform
Shiprocket, Delhivery, Aramex, DHL Express
Every 30 minutes the platform asks about parcels that have an AWB and are not finished. A parcel is asked about at most once in 25 minutes, and for 60 days after booking
By hand
Other courier (AWB typed in)
You mark the parcel yourself
Updates keep arriving for parcels already out even if shipping is later switched off for your shop.
Ask the courier now
For a connected courier's parcel that has an AWB, select Refresh. The answer is Tracking updated: with the new status, a count of new scans, or No new scans from the courier.
For many parcels, tick them on Delivery › Shipments and select Refresh tracking. The result counts parcels checked, changed and skipped. Finished parcels, parcels without an AWB and couriers without tracking are skipped.
Fix a booking without an AWB
Sometimes Shiprocket creates the shipment without a tracking number. The parcel shows No AWB yet, and the Shipments list gets a No AWB chip.
Select Retry AWB. The platform looks the AWB up at Shiprocket and, if there is none, asks for one. An AWB assigned in the Shiprocket panel is picked up the same way.
The platform also looks up missing AWBs during its 30-minute check. A booking still without an AWB after 24 hours no longer keeps a multi-parcel order waiting.
Mark a parcel by hand
Parcels entered with an AWB for another courier have no automatic tracking. Until they are finished they show two buttons:
Delivered: the courier delivered it.
Returned: the parcel came back to you.
Confirm the question. The order then follows the same delivery rules as a courier scan. Parcels of connected couriers never show these buttons.
Share tracking with the customer
Each order has a public tracking page that needs no login.
The Customer tracking link row (1) on the Shipping card has Copy and Send on WhatsApp. The link is created the first time you use either.
The same choices are in the order's actions under Share tracking: Copy tracking link and Send on WhatsApp.
Send on WhatsApp opens WhatsApp with a ready message to the customer's number, when the customer has one. You send it yourself.
The page shows your shop name and logo, the order number and date, the status timeline, the expected delivery, each parcel's courier, AWB, courier link and scans, the delivery city, the number of items and the total. It does not show the customer's name, phone, street address, the items or payment details.
Track, when the parcel has a courier link, opens the courier's own tracking page instead.
