Sometimes, you might see tracking information that is incorrect or delayed. This article helps you to troubleshoot what might be happening, and to get help if you need it.
This article covers incorrect and delayed scan events from a carrier. For more information about the different tracking statuses and what they mean, see the tracking status article.
What to check first
If it seems as though an order is still waiting for pickup, check these things first:
The order has been collected and is not awaiting pickup
The order is a click-and-collect order
The packaging did not meet your carrier's requirements
The pickup status shows as pickup failed
You missed the pickup, or the pickup wasn't recorded
When you're sure the order is on its way with the carrier, but it looks as though it's stalled in the network, check these things next:
If a carrier delays or misses a scan, it might look as though there is no movement of the shipment, even when it's in transit
If a proof of delivery (POD) has already been generated, it can cause tracking numbers to appear invalid.
What to do next
If tracking information for a shipment remains unclear, investigating through the carrier or waiting for their internal resolution process can often address the issue. It's important to differentiate between shipment delays and system errors during this process.
If your order is not in one of the states listed above, and you're still seeing incorrect or delayed scanning, you can contact our Support team for help. When you contact us, it's important that you provide the consignment numbers for all of the affected orders. Having the consignment numbers ready helps us to investigate your issue more quickly. It is also a great help if you can provide any other documentation, such as proof of collection or receipts.