Tracking usually stops updating early on because the label exists but the carrier has not scanned the package, or because the service has no full tracking. Tell the customer which it is, what the last update says, and when to check back.
The templates
Fills in from Shopify, with a fallbackYours to fill in
EmailLabel created, not scanned
Subject: Tracking for order.name
Hi customer.first_name,
Thanks for checking. We have created the shipping label for order.name, but order.tracking.carrier has not scanned the package yet, so the tracking has nothing new to show.
It usually updates within 1 to 2 business days of the first scan. Your tracking number is order.tracking.number.
ChatNo full tracking
order.name has shipped, but the service it went with does not show updates along the way, so the tracking will stay quiet until it arrives. It usually takes 5 to 7 business days.
Internal noteBefore you reply
Tracking quiet on order.name. Status: order.tracking.status. Carrier: order.tracking.carrier. If no scan within 3 business days of the label, check the package was handed over.
When to send this
They ask about trackingYour order status topic is detected.
Label, but no scanShipment status is label created, or not trackable for services without updates.
The label is recentTracking created is in the past 2 weeks. Older than that, the package may be lost.
Example conversation
Customer
My tracking has said the same thing for two days. Is something wrong?
Aide
We have created the shipping label for #1042, but the carrier has not scanned the package yet, so the tracking has nothing new to show. It usually updates within 1 to 2 business days of the first scan.
✓Label found, no carrier scan yet · Order #1042
Frequently asked questions
The store has bought and printed a shipping label, but the carrier has not scanned the package yet. Tracking starts moving after that first scan.
Usually the carrier's system has not received the label yet, which can take a day. Some services also show little or nothing until delivery.
When the package was scanned at least once and then nothing happens for a week or more past the expected delivery. That needs a carrier trace, not this reply.
