Order Tracking
Order Tracking
Quick Summary: Search, filter, and monitor real-time tracking for all fulfilled orders.
Overview
The Order Tracking list shows every fulfilled order with its current tracking status. From here you can search for specific shipments, filter by status or courier, view full tracking event history with a map, and export tracking data.
Quick Start
- Navigate to Tracking → Order Tracking
- Use the search bar to find a shipment by tracking number, order number, or customer reference
- Check the Tracking Status badge next to each tracking number
- Click a tracking number to see full details — event history, map, and timeline
- Click the Tracking URL in the detail view to open the courier's own tracking page
The Tracking List
Columns
| Column | Description |
|---|---|
| Order Date | When the order was created |
| Fulfilment Date | When the order was shipped |
| Client | The client (your company) name |
| Floship ID | The Floship order number |
| Tracking ID | Tracking number with a coloured status badge |
| Courier | The courier handling the shipment |
| Ship From Location | The warehouse or location the order shipped from |
| Updated On | Date of the most recent tracking update, with days since update |
| Total Transit Time | Days since the package first entered transit |
| First Attempt Total Time | Days from first transit to first delivery attempt |
| Last Tracking Message | The most recent message from the courier |
Tip: Click any column header to sort the list. The Updated On column is useful for spotting shipments with no recent activity.
Status Badges
Each tracking number displays a coloured badge showing the current tracking status:
- Green — Delivered
- Blue — In Transit, Out For Delivery
- Yellow/Orange — Pending, Info Received
- Red — Exception, Attempt Fail, Lost, Returned
Special Indicators
- No Movement icon — Appears when a shipment has had no tracking updates for an extended period
- Return to Sender icon (red arrow) — Appears when the courier is returning the package to the sender
Search
Use the search bar to find shipments by: - Floship order number - Customer reference - Tracking number - Invoice reference - Product SKU - Packaging SKU - Destination country - Destination email
Timezone Display
Use the timezone dropdown above the list to control how dates are displayed: - Local Timezone — dates in your browser's timezone - Destination Timezone — dates in the recipient's timezone - Both — both timezones shown side by side
Date Range
Use the Fulfilled date picker in the toolbar to filter shipments by fulfilment date range. This is separate from the filter panel and always visible.
Filters
Click the Filter button to open the filter panel:
| Filter | Description |
|---|---|
| Days Since Update (Calendar) | Minimum and maximum days since last tracking update |
| Total Transit Time | Minimum and maximum days in transit |
| Shipment Exceptions | Lost/Stuck Orders, Not Uplifted Orders |
| Courier | Filter by specific courier |
| Courier Type | Filter by courier type |
| Warehouse | Filter by ship-from warehouse |
| Ship From Location | Filter by shipping location |
| SKU | Filter by product SKU |
| Destination Country | Filter by delivery country |
| Integration | Filter by order source |
| Shipping Options | Filter by shipping option used |
| Tracking Status | Filter by current tracking status |
| Tax Paid By | Filter by tax payment responsibility |
| Order Type | Parcel Forwarding, Crossdocking, CF Orders, On Demand, Returns, Pickups |
Export
Click the Download button to export the filtered tracking data.
Tracking Detail View
Click any tracking number in the list to open the full tracking detail page.
Progress Timeline
A visual progress bar shows the shipment's journey through three stages:
- Shipped — Package has been picked up by the courier
- In Transit — Package is moving toward the destination
- Delivered — Package has been delivered
If the shipment encounters a problem, the final stage shows Exception or Expired (both displayed in red) instead of Delivered.
Map View
A map displays the package's journey with checkpoint locations plotted and connected. Each pin represents a location where the courier scanned the package.
Tracking Number Selector
If an order has multiple packages, use the dropdown to switch between tracking numbers for each package.
Checkpoint Events
The event history table shows every tracking update:
| Column | Description |
|---|---|
| Local Time Zone | When the event occurred in your timezone |
| Destination Time Zone | When the event occurred in the destination timezone |
| Status | The tracking status at that point, with the courier's message |
| Location | Where the package was scanned |
Events are shown in chronological order. Use the Sort dropdown to switch between ascending and descending order.
Note: Red text below a status indicates a subtag message from the courier — this provides additional detail about exceptions or delivery issues.
Return to Sender (RTS)
When a courier returns a package to the sender — due to delivery failures, invalid address, or other reasons — the system detects this automatically.
How to Identify RTS Orders
- In the tracking list, a red arrow icon (↩) appears next to the tracking number
- The tracking status typically shows Exception or Returned
- In the detail view, checkpoint events show the courier's return explanation in red text
What Happens
- The order is flagged as Return to Sender
- If auto-return is configured on your account, a return order is created automatically
- Otherwise, you will see the RTS indicator and can take action manually
Tracking Statuses Reference
| Status | Meaning | What to Do |
|---|---|---|
| Pending | Tracking number registered, no courier data yet | Wait for the first scan (usually within 24-48 hours) |
| Info Received | Courier has shipment info but not the package | Package not yet picked up — wait for courier pickup |
| In Warehouse | Package at a courier sorting facility | Package being processed — no action needed |
| In Transit | Package on the way | Monitor progress; check Days In Transit |
| Out For Delivery | Package with the local delivery driver | Delivery expected today |
| Delivered | Successfully delivered | Confirm with recipient if disputed |
| Attempt Fail | Delivery attempt failed | Check courier message; recipient may need to arrange redelivery |
| Exception | Problem requiring attention | Click to view the tracking event details; contact qa-testing+operations@floship.com if needed |
| On Hold | Held by courier (customs, address, etc.) | Check courier message for reason; may need documentation |
| Expired | No more updates from courier | Courier stopped tracking; contact qa-testing+operations@floship.com for investigation |
| Not found | Courier doesn't recognise the number | Verify tracking number is correct; allow 24-48 hours for new shipments |
| Lost | Confirmed lost by courier | Contact qa-testing+operations@floship.com to initiate a claim |
| Returned | Returned to sender | Package coming back; check if a return order was created |
Common Workflows
Workflow: Investigate a Delayed Shipment
When: A customer reports their order has not arrived
Steps: 1. Navigate to Tracking → Order Tracking 2. Search by the tracking number or order number 3. Click the tracking number to view the detail page 4. Review the most recent checkpoint — note the location and date 5. Check the Days Since Last Update — more than 5 days may indicate an issue 6. Click the Tracking URL to verify on the courier's website 7. If the shipment appears stuck, contact qa-testing+operations@floship.com with the tracking number
Result: Full visibility into the shipment's last known location and status.
Workflow: Export Tracking Data
When: You need tracking information for reporting or analysis
Steps: 1. Navigate to Tracking → Order Tracking 2. Apply filters (date range, courier, status, destination country) 3. Click the Download button 4. Open the exported file
Result: Tracking data exported for the filtered shipments.
Workflow: Review Exception Shipments
When: You want to check all shipments with delivery problems
Steps: 1. Navigate to Tracking → Order Tracking 2. Open the Filter panel 3. Set Tracking Status to Exception 4. Review each shipment — click the tracking number for details 5. Check the courier's subtag message (shown in red) for the specific issue
Result: All exception shipments identified with their specific courier-reported issues.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Tracking not updating | Courier has not scanned the package yet | Wait 24-48 hours ; use the Tracking URL to check the courier's page directly |
| Order shows no tracking events and no tracking number | The courier has not assigned a tracking number yet | Tracking starts automatically once the courier provides the number; contact qa-testing+operations@floship.com if it does not appear |
| Status shows Not Found | Courier does not recognise the tracking number | Verify the number is correct; for new shipments, wait 24-48 hours |
| Shipment stuck in In Transit | Package delayed at customs or sorting facility | Check Days Since Last Update; contact qa-testing+operations@floship.com if over 7 days |
| Exception with no details | Courier reported a generic exception | Click the tracking number for checkpoint details; contact qa-testing+operations@floship.com |
| Multiple tracking numbers on one order | Order shipped in multiple packages | Use the tracking number dropdown in the detail view to switch between packages |
| RTS icon but no return order | Auto-return not configured on your account | Contact your Account Manager to enable auto-return, or create a return manually |
Related Documentation
- Tracking Overview — how tracking works and key concepts
- Client Tracking — track shipments outside the normal order flow
- Order Details — view tracking on individual orders
FAQ's
Why does my tracking show "Pending" for days? Some couriers take longer to register the first scan. If the status remains Pending for more than 3-5 days, contact qa-testing+operations@floship.com to investigate.
Can I see tracking for all packages in a multi-package order? Yes. In the tracking detail view, use the tracking number dropdown to switch between packages.
What is the difference between "Exception" and "Lost"? Exception means the courier reported a problem (failed attempt, customs hold, etc.) — the package may still be deliverable. Lost means the courier has confirmed the package cannot be found.
How do I know if a package is being returned to sender? Look for the red arrow icon (↩) next to the tracking number in the list. The detail view will show checkpoint events explaining the return.