Client Tracking
Client tracking
At a glance: Add a courier tracking number for a shipment outside your orders, then follow its checkpoints.
Overview
Client tracking follows shipments that have no order in the portal. You supply a reference, the tracking number, and the courier. The tracking service then collects checkpoints.
The area appears under Tracking → Client Tracking when your account includes the feature and your access includes tracking.
Quick start
- Open Tracking → Client Tracking.
- Select the + button, then Add Tracking Number.
- Enter a Reference and the Tracking Number.
- Choose the courier in Slug.
- Select Add.
The list
| Column | Description |
|---|---|
| Reference | Your identifier for the shipment |
| Tracking Number | The courier's tracking number |
| Tracking Status | Latest known status, or N/A |
| Slug | Courier for this entry |
| Last Tracking Update | Portal time of the last checkpoint |
| Days In Transits | Days since the first transit checkpoint |
| Days Since Last Update | Days since the last checkpoint |
| Last Message | Latest courier message, or N/A |
An empty list shows No tracking numbers found.
Find entries
Use Search to match a reference or a tracking number.
Use Filter to narrow the list:
| Filter | Description |
|---|---|
| Slug | Courier |
| Days Since Update From | Minimum days since the last update |
| Days Since Update To | Maximum days since the last update |
| Days in Transit From | Minimum days in transit |
| Days in Transit To | Maximum days in transit |
| Tracking Status | Current tracking status |
Add a tracking number
Open the page and select +, then Add Tracking Number.
- Reference is required and identifies the shipment for you.
- Tracking Number is required and must match the courier's number.
- Slug is required and names the courier that tracks the shipment.
The reference and the tracking number must each be unique within your account. A repeat shows an error instead of a second entry.
Select Add to save. The list opens again with your new entry.
Changing an entry
An entry cannot be edited or deleted after you add it. Check the reference and tracking number before you save.
Entries linked to orders
Adding a tracking number usually registers it for independent tracking. When the number already belongs to one of your order shipments, the portal links the entry to that shipment automatically instead.
You do not choose this behavior; the portal decides from the number and courier.
Tracking detail
Select a Reference or Tracking Number to open the checkpoint history. It lists timestamps, statuses, locations, and courier messages.
Webhooks
When your account uses tracking webhooks, the portal sends one for a status change and one for new checkpoints. See API Endpoint Reference for the event topics.
Client tracking and order tracking
Order tracking follows shipments from your portal orders. Client tracking follows numbers you add yourself, including shipments handled elsewhere.
Common tasks
Track a shipment from another source by adding its number, then reopen the entry for new checkpoints.
Review open shipments by reading Tracking Status and Days Since Last Update, then filter by status or by days since the last update.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Client Tracking is missing from the menu | The feature or your tracking access is missing | Ask your Account Manager about the feature, or your company administrator about access |
| The + button is missing | Your access is read-only | Ask your company administrator for tracking write access |
| The courier is not in Slug | The courier has no tracking support for entries | Check the courier name, then ask support to confirm coverage |
| The tracking number already exists | Another entry in your account uses it | Open the existing entry instead of adding it again |
| The reference already exists | Another entry uses that reference | Enter a different reference |
| Status shows Not found | The courier does not recognise the number | Check the number and the selected courier |
| No checkpoints appear | The courier has not scanned the shipment yet | Check the courier's site, then look again later |
| The portal lags behind the courier's site | Checkpoints arrive in sync batches | Confirm on the courier's site, then contact your Account Manager if it stays behind |
| An entry needs a correction | Entries cannot be changed after they are added | Contact your Account Manager with the reference and tracking number |