Supported tracking events

Learn about how tracking events help you and your customers understand the current status of an order.

The Tracking API supports the following types of tracking events:

• Shipping events
• Order events
• Return events

Shipping events

After a carrier has been selected for a shipment, you can start receiving shipping events from the carrier. These let you know the current shipping status of a parcel. This starts with a shipment being ready for collection by the carrier from the specified warehouse (shipping location).

Each carrier uses its own terminology to describe a shipping event. Some carriers use thousands of categories while other carriers use hundreds, but every carrier does things differently. This means that when reviewing tracking data from different carriers, it can become difficult to understand the delivery status of a shipment.

To help remove this confusion and to reduce complexity, the Tracking API maps all carrier events into 74 normalised terms that are easier to understand for your support agents and your shoppers.

You can use the shipping event codes below when adding events for a delivery leg.

#	Shipping event code	Status code	Event category	Description / Exception message
1	ADDRESS_QUERY	IN_TRANSIT	EXCEPTION_ACTION	Address Verification Needed We are having trouble locating your delivery address. To avoid your parcel being returned to [brandName], please contact the carrier immediately to confirm your full address details.
2	ATTEMPTED_DELIVERY	NOT_DELIVERED	EXCEPTION_INFO	Delivery Attempt Unsuccessful We tried to deliver your parcel today but were unable to complete it. Don't worry‚ a second attempt is typically scheduled for the next business day. No action is needed yet.
3	ATTEMPTED_DELIVERY_FINAL	NOT_DELIVERED	EXCEPTION_FATAL	Final Delivery Attempt Failed This was the last scheduled attempt to deliver your parcel. It will now be held for a limited time before being returned to [brandName]. Please contact the carrier now to arrange a pickup.
4	AWAITING_COLLECTION_FROM_PICKUP_POINT	READY_TO_COLLECT	HAPPY	Ready for Pickup
5	CANCELLED	NOT_DELIVERED	EXCEPTION_FATAL	Shipment Cancelled This shipment has been cancelled and will not be delivered. Please contact [brandName] directly for a refund or to arrange a new shipment.
6	CARRIER_DELAYS	IN_TRANSIT	EXCEPTION_INFO	Minor Delivery Delay Your parcel is moving through our network but is currently slightly behind schedule due to high volumes. We are working to get it back on track as quickly as possible.
7	CARRIER_STATUS_NOT_MAPPED	IN_TRANSIT	EXCEPTION_INFO	Status Update Processing We have received a new update from the carrier that is currently being processed. Please check back shortly or visit the carrier's site for specific details.
8	CLOSED_BY_SYSTEM	NOT_DELIVERED	EXCEPTION_INFO	Tracking Concluded Tracking for this parcel has ended. If you still have questions about your delivery, please contact [brandName] or the carrier directly.
9	COD_AMOUNT_NOT_PAID	NOT_DELIVERED	EXCEPTION_ACTION	Payment Required for Delivery Delivery could not be completed because the Cash on Delivery (COD) payment was not ready. Please ensure you have the correct funds available for the next delivery attempt.
10	COD_AMOUNT_PAID	OUT_FOR_DELIVERY	INFORMATION	COD Paid
11	COLLECT_AT_LOCAL_PO	READY_TO_COLLECT	HAPPY	Post Office Pickup Ready
12	COLLECTION_FAILED	PROCESSING	EXCEPTION_INFO	Pickup Rescheduled The carrier was unable to collect the parcel from the sender today. A new pickup attempt will be made shortly; this may push back your estimated delivery date.
13	COLLECTION_MADE	IN_TRANSIT	HAPPY	Carrier Picked Up
14	COLLECTION_REQUESTED	PROCESSING	INFORMATION	Carrier Pickup Requested
15	CUSTOMER_CARDED	NOT_DELIVERED	EXCEPTION_ACTION	We Missed You! The driver attempted delivery and left a physical notice at your address. Please follow the instructions on the card to book a redelivery or find out where to collect your parcel.
16	CUSTOMER_IDENTIFICATION_FAILED	NOT_DELIVERED	EXCEPTION_ACTION	ID Verification Required Your parcel requires a valid ID for handover, which was not available during the delivery attempt. Please have your identification ready for the next attempt or contact the carrier.
17	CUSTOMER_MOVED	NOT_DELIVERED	EXCEPTION_FATAL	Unable to Deliver Delivery failed as the recipient is no longer at the address provided. The parcel is now being returned to [brandName].
18	CUSTOMER_TO_COLLECT_FROM_CARRIER	READY_TO_COLLECT	EXCEPTION_ACTION	Ready for Pickup Your parcel is being held at a local carrier facility. Please visit the location within the next [X] days with your ID and tracking number to collect it before it is returned.
19	CUSTOMS_CLEARED	IN_TRANSIT	HAPPY	Customs Cleared
20	CUSTOMS_PROCESSING	IN_TRANSIT	HAPPY	Customs Processing
21	DELAYED_NOT_CARRIER	IN_TRANSIT	EXCEPTION_INFO	External Delay Factors outside of the carrier's control (like extreme weather) have slowed down your parcel's journey. We appreciate your patience while we wait for conditions to improve.
22	DELIVERED	DELIVERED	HAPPY	Delivered
23	DELIVERED_DAMAGED	DELIVERED	EXCEPTION_FATAL	Delivery Note: Damage Reported Your parcel was delivered, but damage to the packaging was noted upon arrival. Please inspect your items immediately and contact [brandName] if the contents are affected.
24	DELIVERED_IN_PART	IN_TRANSIT	EXCEPTION_ACTION	Partial Delivery Arrived Only a portion of your order has been delivered today. The remaining items are still in transit and will arrive in a separate delivery soon.
25	DELIVERED_SPECIFIED_SAFE_PLACE	DELIVERED	HAPPY	Safe Place Delivery
26	DELIVERED_TO_ALTERNATIVE_DELIVERY_LOCATION	DELIVERED	EXCEPTION_INFO	Alternative Drop-off Delivery was made to a nearby secure location (like a neighbor or local shop) because the primary address was unavailable.
27	DELIVERED_TO_LOCKER_COLLECTION_POINT	READY_TO_COLLECT	HAPPY	In Locker
28	DELIVERED_TO_NEIGHBOUR	DELIVERED	EXCEPTION_INFO	Left with Neighbor The carrier was unable to deliver to you directly and has left the parcel with a neighbor. Please check your door for a notice.
29	DELIVERED_TO_PO_BOX	DELIVERED	HAPPY	Delivered To PO Box
30	DELIVERED_TO_RECEPTION	DELIVERED	HAPPY	Delivered To Reception
31	DELIVERY_ARRANGED_WITH_RECIPIENT	IN_TRANSIT	INFORMATION	Delivery Arranged
32	DELIVERY_RESCHEDULED	IN_TRANSIT	EXCEPTION_INFO	New Delivery Date Set The delivery date for your parcel has been adjusted. Please check the updated tracking details for your new expected arrival window.
33	DELIVERY_SCHEDULED	IN_TRANSIT	INFORMATION	Delivery Scheduled
34	DROPPED_OFF	IN_TRANSIT	HAPPY	Parcel Dropped Off
35	DUTY_NOT_PAID	IN_TRANSIT	EXCEPTION_ACTION	Customs Charges Pending Your international shipment is held pending payment of import duties or taxes. Please follow the link provided by the carrier to pay these fees online and release your parcel for delivery.
36	ELEC_ADVICE_RECD_BY_CARRIER	PROCESSING	INFORMATION	Manifest Received
37	HAZARDOUS_PROHIBITED	NOT_DELIVERED	EXCEPTION_FATAL	Delivery Halted Your parcel contains items that cannot be transported under carrier safety regulations. The delivery has been stopped. Please contact [brandName] for assistance.
38	HELD_BY_CARRIER	IN_TRANSIT	EXCEPTION_ACTION	Brief Operational Hold Your parcel is being held temporarily at a carrier facility for processing. It should resume its journey within 24-48 hours.
39	HELD_BY_CARRIER_FOR_CLEARANCE_PRE_PROCESSING	IN_TRANSIT	EXCEPTION_INFO	Document Review The carrier is reviewing the shipping documents before the parcel enters customs. No action is needed from you at this stage.
40	HELD_BY_CUSTOMS	IN_TRANSIT	EXCEPTION_ACTION	Customs Inspection Your parcel is currently undergoing a routine customs inspection. This is a standard process for international shipping and may take a few extra days to complete.
41	HUB_PROCESSING	IN_TRANSIT	HAPPY	Hub Processing
42	HUB_SCAN_IN	IN_TRANSIT	HAPPY	Arrived at Hub
43	HUB_SCAN_OUT	IN_TRANSIT	HAPPY	Departed Hub
44	IN_TRANSIT	IN_TRANSIT	HAPPY	In Transit
45	INCORRECT_DECLARATION	IN_TRANSIT	EXCEPTION_ACTION	Documentation Update Needed A discrepancy in the customs paperwork has paused your delivery. The carrier may contact you for further details; please respond promptly to avoid further delays.
46	INFORMATION	IN_TRANSIT	INFORMATION	Carrier Info
47	NO_ACCESS_TO_RECIPIENTS_ADDRESS	NOT_DELIVERED	EXCEPTION_ACTION	Delivery Access Issue Our driver couldn't reach your door due to a gate code or restricted access point. Please contact the carrier to provide access instructions for the next attempt.
48	NOT_COLLECTED_FROM_PICKUP_POINT	NOT_COLLECTED	EXCEPTION_FATAL	Return to Sender Initiated The parcel was not collected from the pickup point within the required timeframe. It is now being returned to [brandName].
49	NOT_DELIVERED	NOT_DELIVERED	EXCEPTION_FATAL	Delivery Unsuccessful After multiple attempts, we were unable to deliver your parcel. It is now being returned to the sender. Please contact [brandName] to discuss your options.
50	NOT_DELIVERED_ADDRESSEE_DECEASED	NOT_DELIVERED	EXCEPTION_FATAL	Delivery Cancelled The carrier was notified that the recipient is deceased. The parcel will be returned to [brandName] in accordance with carrier policy.
51	NOT_YET_RECEIVED_BY_CARRIER	PROCESSING	EXCEPTION_ACTION	Awaiting Parcel The carrier has been notified of your shipment, but they haven't received the physical parcel yet. Tracking will update once the package is picked up.
52	OUT_FOR_DELIVERY	OUT_FOR_DELIVERY	HAPPY	Out For Delivery
53	PARCEL_COLLECTED_FROM_PICKUP_POINT	COLLECTED	HAPPY	Shopper Collected
54	PARCEL_DAMAGED	IN_TRANSIT	EXCEPTION_ACTION	Parcel Damaged in Transit We've noted some damage to your parcel during transit. We are continuing the delivery, but please check the contents carefully once they arrive.
55	PARCEL_DISPOSED	NOT_DELIVERED	EXCEPTION_FATAL	Parcel Disposed Due to severe damage or prohibited contents, this parcel has been disposed of and cannot be delivered. Please contact [brandName] for a resolution.
56	PARCEL_LOST	NOT_DELIVERED	EXCEPTION_FATAL	Parcel Declared Lost We are very sorry, but the carrier has confirmed that your parcel has been lost. Please contact [brandName] to start a claim or request a replacement.
57	PARCEL_OUTSIDE_OF_SERVICE_CAPABILITY	NOT_DELIVERED	EXCEPTION_FATAL	Service Limit Exceeded This parcel exceeds the carrier's size or weight limits and cannot be delivered. It is being held or returned; please contact [brandName].
58	PARCEL_OVER_LABELLED	IN_TRANSIT	EXCEPTION_INFO	Label Updated The carrier has applied a new tracking label to your parcel to ensure correct routing. Your delivery progress remains unaffected.
59	PARCEL_REDIRECTED_BY_CARRIER	IN_TRANSIT	EXCEPTION_INFO	Rerouting in Progress Your parcel was momentarily sent to the wrong facility and is now being rerouted to the correct delivery path. This should not significantly impact your delivery.
60	PARCEL_REDIRECTED_BY_RECIPIENT	IN_TRANSIT	EXCEPTION_INFO	Address Change Confirmed Per your request, the parcel is being redirected to a new address. Please note that this may add 1-2 days to your delivery timeline.
61	PARCEL_REPACKED	IN_TRANSIT	EXCEPTION_INFO	Parcel Repackaged To ensure your items stay safe, the carrier has reinforced or replaced the original packaging. Your delivery is continuing as planned.
62	PARCEL_UPDATE_NOTIFICATION	IN_TRANSIT	INFORMATION	Status Notification
63	POST_TRANSIT_STATUS	DELIVERED	INFORMATION	Post-Delivery Info
64	PROOF_OF_DELIVERY	DELIVERED	HAPPY	Proof of Delivery
65	RECD_BY_CARRIER_NO_ELEC_ADVICE	IN_TRANSIT	EXCEPTION_ACTION	Parcel Received The carrier has your parcel, though they are still waiting on digital details from [brandName]. Tracking may be slightly limited for the next few hours.
66	RECEIVED_BY_CARRIER	IN_TRANSIT	HAPPY	Carrier Received
67	RECEIVED_LOCAL_DELIVERY_DEPOT	IN_TRANSIT	HAPPY	At Local Depot
68	REFUSED_BY_CUSTOMER	NOT_DELIVERED	EXCEPTION_FATAL	Delivery Refused The parcel was refused at the time of delivery and is now being returned to [brandName].
69	RETURN_TO_SENDER	NOT_DELIVERED	EXCEPTION_FATAL	Returning to Sender Your parcel is on its way back to the sender's warehouse. Once they receive it, they will be able to process a refund or reshipment.
70	ROUTING_ERROR	IN_TRANSIT	EXCEPTION_INFO	Correcting Delivery Path Your parcel took a wrong turn in our network. We have identified the error and are rerouting it to your local depot now.
71	SUB_CONTRACTOR_EVENT	IN_TRANSIT	INFORMATION	Partner Event
72	SUB_CONTRACTOR_RECEIVED	IN_TRANSIT	INFORMATION	Partner Received
73	UNDELIVERABLE_RETURNED_TO_SENDER	NOT_DELIVERED	EXCEPTION_FATAL	Returned to Sender The return process is complete. Your parcel has been received back by the original sender.
74	UNSPECIFIED_EXCEPTION	IN_TRANSIT	EXCEPTION_INFO	Unexpected Delay An unidentified issue has occurred with your delivery. We are monitoring the status and will provide more details as soon as the carrier updates them.

Order events

After an order has been accepted, you have the option to start sharing order events with your customers.

Order events can be used to communicate the status of an order before its ready for shipping with a carrier. This can be useful if you have long order or warehouse processing times. This can be common where products are customised or during peak periods where demands increases your pre-ship times.

To reduce complexity, the Tracking API maps all order events into 12 normalised terms that are easier to understand for your support agents and your shoppers.

You can use the order event codes below when adding events for a delivery.

#	Order event code	Status code	Event category	Description / Exception message
1	ORDER_ACCEPTED	ORDER_PROCESSING	HAPPY	Order accepted.
2	PAYMENT_SUCCESSFUL	ORDER_PROCESSING	HAPPY	Payment processed.
3	PAYMENT_DECLINED	ORDER_PROCESSING	EXCEPTION_ACTION	Payment failed.
4	CANCELLED_BEFORE_DESPATCH	CANCELLED_BEFORE_DESPATCH	EXCEPTION_FATAL	Cancelled before despatch. This was cancelled by you or {brandName} and your item(s) will not be delivered. Please contact us if you were not expecting the cancellation.
5	ORDER_DECLINED	CANCELLED_BEFORE_DESPATCH	EXCEPTION_FATAL	Order declined. Your order could not be successfully processed, and your item(s) will not be delivered.
6	PERSONALISATION_STARTED	PERSONALISATION_IN_PROGRESS	HAPPY	Personalisation begun.
7	PERSONALISATION_ISSUE	PERSONALISATION_IN_PROGRESS	EXCEPTION_ACTION	Issue with personalisation. We are currently unable to complete the personalisation of your product. Please contact {brandName} to discuss so we can complete your order.
8	AWAITING_FULFILMENT	PREPARING_FOR_DESPATCH	HAPPY	Order accepted into warehouse.
9	PERSONALISATION_COMPLETED	PREPARING_FOR_DESPATCH	HAPPY	Personalisation completed.
10	READY_FOR_PACKING	PREPARING_FOR_DESPATCH	HAPPY	Ready for packing.
11	DESPATCH_DELAYED	PREPARING_FOR_DESPATCH	EXCEPTION_INFO	Despatch delayed. We had an issue and have not yet shipped your item(s). There may be an impact on your expected delivery date. We are working on resolving this and your tracking will be updated when the delay is resolved.
12	DESPATCH_DELAYED_IN_PART	PREPARING_FOR_DESPATCH	EXCEPTION_INFO	Part of despatch delayed. We had an issue and have not yet shipped some of your item(s). There may be an impact your expected delivery date for the delayed items. We are working on resolving this and your tracking will be updated when the delay is resolved.

Return events

The Tracking API can also be used to track returns.

To reduce complexity, the API maps return events into nine normalised terms that are easier to understand for your support agents and your shoppers.

You can use the return event codes below when adding events for a delivery.

#	Return event code	Status code	Event category	Description / Exception message
1	RETURN_CREATED	RETURN_REQUEST_IN_PROGRESS	HAPPY	Return created.
2	RETURN_NEEDS_APPROVAL	RETURN_REQUEST_IN_PROGRESS	EXCEPTION_ACTION	Return request pending. We are confirming the return can be accepted and will update you shortly.
3	RETURN_APPROVED	RETURN_REQUEST_IN_PROGRESS	HAPPY	Return request approved.
4	RETURN_CANCELLED	RETURN_DECLINED	EXCEPTION_FATAL	Return cancelled. Your return was cancelled by you or {brandName}. Unfortunately, your item(s) can no longer be returned. Please contact us if you were not expecting the cancellation.
5	RETURN_REJECTED	RETURN_DECLINED	EXCEPTION_FATAL	Return request rejected. Unfortunately, your return has not been accepted for a refund or exchange. Please contact us if you were not expecting the request to be rejected.
6	RETURN_WINDOW_EXPIRED	RETURN_DECLINED	EXCEPTION_FATAL	Return policy not met. Unfortunately, your return request does not meet our returns policy, and no refund or exchange can be given. Please contact us if you were not expecting the request to be declined.
7	RETURN_NOT_COMPLETED	RETURN_DECLINED	EXCEPTION_FATAL	Return not completed. Unfortunately, your return has not been accepted for a refund or exchange. Please contact us if you were not expecting the request to be rejected.
8	RETURN_COMPLETED	RETURN_COMPLETED	HAPPY	Return completed.
9	RETURN_COMPLETED_IN_PART	RETURN_COMPLETED	EXCEPTION_INFO	Part of return accepted. Some of the item(s) you have returned have been accepted for refund or exchange. The remaining items do not meet our returns policy, and unfortunately no refund or exchange can be given.