One tracking status

A parcel that crosses a border often changes carrier on the way. It leaves on one network, is handed to another at the frontier, and somewhere in between the first tracking number goes quiet. Your customer wants one page with the current status, and your customer service team wants to hear about a problem before the customer emails. Both come from one record of the journey, kept in one set of statuses.

One vocabulary across every carrier

Each carrier describes the same moment in its own words. We map all of them onto one set of statuses, so a parcel that changed hands halfway reads as one continuous journey, from label created through pickup, hub, transit and the last mile to delivered, with the time each stage was reached. That is true on our rates and on your own carrier accounts alike. Tracking refreshes on a schedule without anyone asking, and when a customer is on the phone you can ask the carrier for the latest update on demand and read it back to them while they wait.

A page on your domain, in your words

Your customer sees a tracking page on your own domain, in your wording, and does not need to know whose network the parcel was on. A customer sent to a carrier's site reads the carrier's wording about the delay and judges your brand by it. On your page the status is the same status, told the way you would tell it. If you already run a tracking page your customers recognise, we can feed it rather than replace it.

The customer should never have to learn a carrier's name to find out where their parcel is.

Early alerts for your team

Delays, customs holds and carrier exceptions surface as they happen rather than when a customer asks, and each alert names the item and the order it belongs to. The morning check becomes a list of parcels with a reason next to each one. A customs hold shows as a status against named items while the broker on that lane handles the clearance.

A claim is built from the same record. A parcel last scanned yesterday at a hub may be running late. A parcel with no scan for several days after pickup is a possible loss claim, and because your account holds the label, the declaration, the scans and the invoice, the evidence is already in one place when you need it. Lost, damaged or late parcels covers the next steps.

Returns on the same record

When a customer sends something back, the return label reads against the item identity on the outbound label, so the warehouse knows which item is on its way and finance knows the credit due before the box is opened. The journey back is tracked in the same vocabulary as the journey out, and the customer sees it on the same page.