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 80 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
AWAITING_DESPATCH	PROCESSING	HAPPY	Ready for despatch
DESPATCHED	PROCESSING	HAPPY	Despatched by retailer
NOT_YET_RECEIVED_BY_CARRIER	PROCESSING	EXCEPTION_INFO	Warehouse processing delay There was an issue with your order leaving the warehouse. This may impact your expected delivery date. We are working on resolving this. Your tracking will be updated when the delay is resolved.
RECEIVED_BY_CARRIER	IN_TRANSIT	HAPPY	Received by delivery company
RECD_BY_CARRIER_NO_ELEC_ADVICE	IN_TRANSIT	EXCEPTION_INFO	Processing issue The delivery company has reported an issue that may impact your visibility of tracking updates and expected delivery date. They are working on resolving this.
COLLECTION_REQUESTED	PROCESSING	SYSTEM	Collection requested
COLLECTION_MADE	PROCESSING	HAPPY	Delivery company collected parcel
COLLECTION_FAILED	PROCESSING	EXCEPTION_INFO	Delivery company missed collection
ROUTING_ERROR	IN_TRANSIT	EXCEPTION_INFO	Delayed by delivery company The delivery company is reporting sorting issues that could impact your expected delivery date. Your tracking will be updated when the issue is resolved.
CARRIER_DELAYS	IN_TRANSIT	EXCEPTION_INFO	Delayed in transit The delivery company has reported an issue that may impact your expected delivery date. They are working on resolving this. Your tracking will be updated when the delay is resolved.
PARCEL_LOST	NOT_DELIVERED	EXCEPTION_FATAL	Lost in transit Your parcel has been lost by the delivery company and will not be delivered. Please contact your Seller to discuss what to do next to receive your items.
DELAYED_NOT_CARRIER	IN_TRANSIT	EXCEPTION_INFO	Delayed The delivery company is reporting unexpected disruption that could impact your expected delivery date. Your tracking will be updated when the issue is resolved.
HELD_BY_CUSTOMS	IN_TRANSIT	EXCEPTION_ACTION	Held at customs Your delivery is currently being held due to issues with the customs declaration. Your tracking will be updated when the issue is resolved.
PARCEL_DAMAGED	IN_TRANSIT	EXCEPTION_INFO	Damaged Your parcel has been damaged in transit and cannot be delivered. It will be returned to the Seller. Please contact your Seller for more information.
IN_TRANSIT	IN_TRANSIT	HAPPY	In transit
RECEIVED_LOCAL_DELIVERY_DEPOT	IN_TRANSIT	HAPPY	Received at local delivery depot
HUB_SCAN_OUT	IN_TRANSIT	HAPPY	Processed at main delivery depot
CUSTOMS_PROCESSING	IN_TRANSIT	HAPPY	Processing at Customs
COLLECT_AT_LOCAL_PO	DELIVERED	EXCEPTION_ACTION	Ready to collect from delivery office
SUB_CONTRACTOR_EVENT	IN_TRANSIT	SYSTEM	Parcel with local delivery partner
OUT_FOR_DELIVERY	OUT_FOR_DELIVERY	HAPPY	Out for delivery
SUB_CONTRACTOR_RECEIVED	IN_TRANSIT	HAPPY	Arrived in destination country
ADDRESS_QUERY	IN_TRANSIT	EXCEPTION_ACTION	Issue with delivery address This may cause a delay with your delivery or the order being returned back to {brandName}. Please contact {brandName} or the delivery company to confirm the delivery address.
CUSTOMER_CARDED	IN_TRANSIT	EXCEPTION_INFO	Delivery attempted, instructions left The delivery company could not deliver your parcel today. Instructions have been left or provided by the delivery company on how to complete your delivery.
DELIVERED_IN_PART	DELIVERED	EXCEPTION_INFO	Part of your order delivered Please check the tracking updates for information on your remaining items.
CUSTOMER_TO_COLLECT_FROM_CARRIER	OUT_FOR_DELIVERY	HAPPY	Ready to collect from delivery company
HELD_BY_CARRIER	IN_TRANSIT	EXCEPTION_INFO	Held by delivery company The delivery company is reporting disruption that could impact your expected delivery date. Your tracking will be updated when the issue is resolved.
CUSTOMER_MOVED	NOT_DELIVERED	EXCEPTION_ACTION	Customer moved address The delivery company was told the recipient is no longer at the delivery address. Your parcel will be returned to {brandName}.
REFUSED_BY_CUSTOMER	NOT_DELIVERED	EXCEPTION_ACTION	Delivery refused by customer The delivery company could not deliver your parcel. It has been returned to the Seller. Please contact your Seller for more information.
RETURN_TO_SENDER	RETURN_TO_SENDER	EXCEPTION_FATAL	Returned to retailer Your parcel could not be delivered, or all delivery attempts have failed. It has been sent back to the Seller. Please contact your Seller for more information.
NOT_DELIVERED	NOT_DELIVERED	EXCEPTION_FATAL	All delivery attempts failed Your parcel could not be delivered, or all delivery attempts have failed. It has been sent back to the Seller, so please contact your Seller for more information.
NOT_DELIVERED_ADDRESSEE_DECEASED	NOT_DELIVERED	EXCEPTION_FATAL	Not delivered as addressee deceased
DELIVERED	DELIVERED	HAPPY	Delivered
DELIVERED_TO_PO_BOX	DELIVERED	HAPPY	Delivered to PO Box
DELIVERED_DAMAGED	DELIVERED	EXCEPTION_INFO	Delivered damaged
INFORMATION	IN_TRANSIT	SYSTEM	Information
POST_TRANSIT_STATUS	DELIVERED	SYSTEM	Information
PROOF_OF_DELIVERY	DELIVERED	SYSTEM	Proof of delivery received
HAZARDOUS_PROHIBITED	NOT_DELIVERED	EXCEPTION_FATAL	Processing issue Your parcel contained an item the delivery company is prohibited from delivering. Your parcel has been returned to the Seller. Please contact your Seller for more information.
CANCELLED	NOT_DELIVERED	EXCEPTION_FATAL	Delivery cancelled
ELEC_ADVICE_RECD_BY_CARRIER	PROCESSING	SYSTEM	Electronic Advice Received
CLOSED_BY_SYSTEM	NOT_DELIVERED	SYSTEM	Closed by System
MISSORTED	IN_TRANSIT	EXCEPTION_INFO	Delayed by delivery company
DELIVERY_ARRANGED_WITH_RECIPIENT	IN_TRANSIT	HAPPY	Delivery rearranged
NO_ACCESS_TO_RECIPIENTS_ADDRESS	IN_TRANSIT	EXCEPTION_ACTION	No access to delivery address The delivery company could not complete the delivery due to issues accessing your address. Please follow any instructions sent by the delivery company.
COD_AMOUNT_NOT_PAID	IN_TRANSIT	EXCEPTION_ACTION	Cash on delivery not paid You selected to pay on delivery but the payment was not made. The delivery company could not complete the delivery. They may have left instructions or contacted you to explain how to rearrange delivery or collection.
CUSTOMER_IDENTIFICATION_FAILED	IN_TRANSIT	EXCEPTION_ACTION	Customer identification failed There was an issue with identification. Please contact your Seller for more information.
INVALID_METHOD_OF_PAYMENT	IN_TRANSIT	EXCEPTION_ACTION	Payment method failed You selected to pay on delivery but the payment method used was not valid. The delivery company could not complete the delivery. They may have left instructions or contacted you to explain how to rearrange delivery or collection.
COD_AMOUNT_PAID	OUT_FOR_DELIVERY	SYSTEM	Cash on delivery paid
CUSTOMS_CLEARED	IN_TRANSIT	HAPPY	Customs cleared
PARCEL_REPACKED	IN_TRANSIT	EXCEPTION_INFO	Repackaged The delivery company is repackaging your parcel. This could impact your expected delivery date. Your tracking will be updated when the issue is resolved.
PARCEL_DISPOSED	NOT_DELIVERED	EXCEPTION_FATAL	Damaged This means the delivery company can no longer deliver this parcel. Please contact your Seller to discuss what to do next to receive your items.
INCORRECT_DECLARATION	IN_TRANSIT	EXCEPTION_ACTION	Processing issue The parcels dimensions do not match those supplied to the delivery company. This may cause a delay with your delivery or the order being returned back to the Seller. Your tracking will be updated when the delay is resolved.
HELD_BY_IMPORT_CUSTOMS	IN_TRANSIT	EXCEPTION_ACTION	Held at import customs Your delivery is currently being held by customs when importing into the destination country. Your tracking will be updated when the issue is resolved.
HELD_BY_EXPORT_CUSTOMS	IN_TRANSIT	EXCEPTION_ACTION	Held at export customs Your delivery is currently being held by customs when exporting from the shipping country. Your tracking will be updated when the issue is resolved.
DELIVERED_TO_NEIGHBOUR	DELIVERED	HAPPY	Delivered to neighbour
DELIVERED_SPECIFIED_SAFE_PLACE	DELIVERED	HAPPY	Delivered using your special instructions
PARCEL_COLLECTED_FROM_PICKUP_POINT	COLLECTED	HAPPY	Collected by customer
AWAITING_COLLECTION_FROM_PICKUP_POINT	READY_TO_COLLECT	HAPPY	Ready to collect
NOT_COLLECTED_FROM_PICKUP_POINT	NOT_COLLECTED	EXCEPTION_FATAL	Not collected in time The delivery company has now sent your parcel back to the Seller so it is no longer available to collect.
DELIVERED_TO_LOCKER_COLLECTION_POINT	READY_TO_COLLECT	HAPPY	Delivered to collection point
DELIVERED_TO_ALTERNATIVE_DELIVERY_LOCATION	DELIVERED	EXCEPTION_INFO	Delivered to an alternative address The delivery company was unable to deliver to the address provided and will provide instructions on where to collect your order.
HELD_BY_CARRIER_FOR_CLEARANCE_PRE_PROCESSING	IN_TRANSIT	EXCEPTION_ACTION	Held by delivery company Your delivery is currently being held due to issues with the customs declaration. Please wait for tracking updates.
PARCEL_OVER_LABELLED	IN_TRANSIT	SYSTEM	Parcel with local delivery partner
PARCEL_OUTSIDE_OF_SERVICE_CAPABILITY	NOT_DELIVERED	EXCEPTION_FATAL	Processing Issue Your item(s) were sent using an unsuitable delivery service for the size, weight or value of the parcel. The delivery company cannot deliver this parcel. It will be returned to the Seller. Please contact your Seller for more information.
PARCEL_UPDATE_NOTIFICATION_VIA_SMS	IN_TRANSIT	SYSTEM	SMS notification sent
PARCEL_UPDATE_NOTIFICATION_VIA_EMAIL	IN_TRANSIT	SYSTEM	Email notification sent
ATTEMPTED_DELIVERY	IN_TRANSIT	EXCEPTION_INFO	Delivery attempted
ATTEMPTED_DELIVERY_2ND	IN_TRANSIT	EXCEPTION_INFO	Second delivery attempt
ATTEMPTED_DELIVERY_3RD	IN_TRANSIT	EXCEPTION_INFO	Third delivery attempt
READY_FOR_PACKING	PROCESSING	HAPPY	Ready for packing
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.
RETURN_LABEL_CREATED	RETURN_CREATED	HAPPY	Return label created
RETURN_CANCELLED	RETURN_CANCELLED	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.
RETURN_REJECTED	RETURN_CANCELLED	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.
RETURN_WINDOW_EXPIRED	RETURN_CANCELLED	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.
RETURN_RECEIVED	RETURN_RECEIVED	HAPPY	Return received
RETURN_COMPLETED	RETURN_COMPLETED	HAPPY	Return completed
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.
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.

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
ORDER_ACCEPTED	ORDER_PROCESSING	HAPPY	Order accepted
PAYMENT_SUCCESSFUL	ORDER_PROCESSING	HAPPY	Payment processed
PAYMENT_DECLINED	ORDER_PROCESSING	EXCEPTION_ACTION	Payment failed
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.
ORDER_DECLINED	CANCELLED_BEFORE_DESPATCH	EXCEPTION_FATAL	Order declined Your order could not be successfully processed, and your item(s) will not be delivered.
PERSONALISATION_STARTED	PERSONALISATION_IN_PROGRESS	HAPPY	Personalisation begun
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.
AWAITING_FULFILMENT	PREPARING_FOR_DESPATCH	HAPPY	Order accepted into warehouse
PERSONALISATION_COMPLETED	PREPARING_FOR_DESPATCH	HAPPY	Personalisation completed
READY_FOR_PACKING	PREPARING_FOR_DESPATCH	HAPPY	Ready for packing
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.
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
RETURN_CREATED	RETURN_REQUEST_IN_PROGRESS	HAPPY	Return created
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.
RETURN_APPROVED	RETURN_REQUEST_IN_PROGRESS	HAPPY	Return request approved
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.
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.
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.
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.
RETURN_COMPLETED	RETURN_COMPLETED	HAPPY	Return completed
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.