Buyers may reach out if your shipment is not traceable. Below are the most common causes and what you can do.

Check that you have actually handed the parcel over to the shipping company

A tracking code will not become traceable until the parcel is physically handed over and scanned

• If the parcel is still at home or not yet dropped off, tracking will remain inactive
  
  
• Some drop-off locations scan parcels only once per batch; activation may take extra time
  
  
• If you scheduled a pickup, make sure the shipping company confirmed collection
  
  

If there is no first scan, the tracking code cannot generate any updates.

The shipping company has not activated the tracking yet

Tracking usually becomes available only after the first shipping company scan. This is normal for many shipping companies. Ask your local drop-off point if the parcel has been scanned, and check again after a few hours.

You selected the wrong shipping company

If the tracking code format does not match the shipping company selected, the system cannot recognise or fetch updates. Verify the shipping company selection and update it with the ‘Update tracking code’ button if needed.

You inputted the wrong number, or the tracking code contains errors

A single missing digit or extra character can prevent tracking and trigger buyers to reach out. Check the code on the label and re-enter it exactly as printed. Review if the label was reissued and whether you are using the latest code. You can update the original tracking code of your order with the ‘Update tracking code’ button if needed.