Skip to main content

Tracking & Order Status - Frequently Asked Questions

Track your shipments, understand statuses, and resolve sync issues

Table of Contents​

  1. Tracking Shipments
  2. Shipment Status Glossary
  3. NDR Reasons & Resolution
  4. Tracking Not Updating
  5. Order Synchronization
  6. Customer-Facing Tracking
  7. Common Issues

1. Tracking Shipments​

Q: How do I track a shipment in Velocity?​

A:

  1. Go to Orders or Shipments in the dashboard
  2. Search by Order ID, AWB number, or customer name
  3. Click the order to open the details drawer
  4. View the Tracking Timeline on the right-hand side

Q: How do I track using an AWB number?​

A: Use the search bar at the top of the Orders or Shipments page and enter the AWB number directly. You can also enter it on the carrier's own tracking website.

Q: Can I track multiple shipments at once?​

A: Yes — go to Reports and download a bulk shipment report. It includes tracking status for all shipments in the selected date range. The API also supports bulk tracking queries.

2. Shipment Status Glossary​

Forward Shipment Statuses​

StatusMeaningWhat to Do
Order CreatedIn Velocity, not yet manifestedManifest the order to generate an AWB
ProcessingShipment request sent, awaiting AWBWait — usually resolves in <5 min
ManifestedAWB assigned, confirmed with carrierNothing — await pickup
Pickup PendingAwaiting carrier collectionEnsure package is ready
Picked UpCarrier has collected the packageNothing — in transit
In TransitMoving through carrier networkNormal — no action needed
Out for DeliveryWith delivery agent todayEnsure someone can receive it
DeliveredSuccessfully delivered ✓Order complete
UndeliveredDelivery attempt failedCheck NDR Panel for reason + action
Delivery ExceptionUnusual issue during deliveryContact support

Return / RTO Statuses​

StatusMeaningWhat to Do
RTO InitiatedReturn process startedAwait return
RTO In TransitPackage returning to your warehouseNothing — await arrival
RTO Out for DeliveryReturn being delivered to your warehouseEnsure someone can receive it
RTO DeliveredPackage returned to your warehouse ✓Update your inventory
RTO UndeliveredReturn delivery to warehouse failedContact carrier/support

Special Statuses​

StatusMeaningWhat to Do
LostCarrier has lost the shipmentRaise a claim via support
DamagedPackage reported damagedRaise a claim via support
CancelledShipment cancelled before pickupNo charge if before pickup
On HoldShipment pausedContact support

3. NDR Reasons & Resolution​

Q: What does an NDR mean and how do I resolve it?​

NDR ReasonMeaningRecommended Action
Customer Not AvailableNo one home at delivery timeRequest reattempt with preferred time slot
Wrong AddressDelivery address is incorrectProvide corrected address to carrier
Customer RefusedCustomer refused to accept the packageConfirm customer intent; reattempt or initiate RTO
Phone UnreachableCan't reach customerUpdate correct phone number
Shipment DamagedPackage arrived damagedRaise claim; inspect before accepting
Fake AttemptCarrier did not actually attempt deliveryEscalate through support to the carrier

4. Tracking Not Updating​

Q: My shipment has been "In Transit" for several days with no updates. What should I do?​

A:

  1. Check time elapsed — Inter-city surface shipments can take 5–7 days; air shipments 1–3 days
  2. Check the carrier's website directly with the AWB number
  3. Check the NDR Panel — the shipment may have had a failed attempt not yet synced to Velocity
  4. Wait 24 hours — tracking updates can lag by a few hours
  5. Contact support if stuck >48 hours — always include the AWB number

Q: Tracking shows "Picked Up" but the package hasn't been collected yet.​

A: Carriers sometimes scan pickups in batch or pre-update statuses. If the physical pickup genuinely hasn't happened after the expected window, contact support and we'll follow up with the carrier.

Q: Why is the tracking in Velocity different from what the carrier's website shows?​

A: Velocity syncs tracking updates from carriers periodically — there can be a lag of 15–60 minutes. If the discrepancy is more than a few hours, contact support with the AWB number.

Q: A shipment has had no update for over 5 days. Could it be lost?​

A:

  1. First verify on the carrier's own website — hub processing can cause blackout periods
  2. If no update for >5 days, raise a support ticket — Velocity will initiate a trace with the carrier
  3. If the carrier confirms the shipment is lost, we'll help you file a claim

5. Order Synchronization​

Q: My Shopify orders are not syncing to Velocity. What should I check?​

A:

  1. Settings → Integrations → Shopify — verify the integration status is active (green)
  2. Check sync settings — which order statuses trigger a sync?
  3. Confirm orders were placed after the integration was connected (retroactive sync may need a manual trigger)
  4. Re-authenticate the integration if it was recently disrupted
  5. Contact support if orders are still not syncing after checking the above

Q: Orders are syncing but with wrong details (address, amount, etc.)​

A: Velocity syncs exactly what the store sends. Check the order in your Shopify/WooCommerce admin first. If the store data is correct but Velocity shows wrong data, contact support with the Order ID.

Q: I manifested an order in Velocity but Shopify still shows it as unfulfilled.​

A:

  1. Go to Settings → Integrations → Shopify and verify "Push fulfillment status to Shopify" is enabled
  2. Fulfillment updates are pushed when a shipment is manifested — check Shopify's activity log
  3. If the update isn't reflecting after 30 minutes, contact support

Q: My WooCommerce integration stopped syncing orders after working fine initially.​

A: Common causes:

  • WooCommerce API credentials were regenerated
  • Hosting provider updated security settings
  • Plugin update required reconfiguration

Go to Settings → Integrations → WooCommerce and re-authenticate. Contact support if the issue persists.

Q: Can I import orders manually if sync isn't working?​

A: Yes:

  1. Manual entry — Create orders one by one in Velocity
  2. CSV upload — Go to Orders → Bulk Upload
  3. API — Use the Velocity API to push orders programmatically

6. Customer-Facing Tracking​

Q: How do my customers track their orders?​

A: Customers can track via:

  • AWB number on the carrier's website
  • WhatsApp notifications (if VAS is enabled) — Velocity sends automatic status updates at key milestones
  • Branded tracking page — A fully customized page at your own subdomain with your logo, social links, and banners; configure it yourself under Settings → Communication → Branded Tracking Page

Q: What WhatsApp tracking notifications does Velocity send automatically?​

A: With VAS enabled, customers receive messages at:

  • Shipment created / picked up
  • Out for delivery
  • Delivered
  • Failed delivery (NDR)

See VAS FAQ for setup details.

7. Common Issues​

Q: My order shows "Manifested" but the carrier hasn't picked it up yet.​

A:

  • Carriers typically do 1–2 pickups per day — check the cut-off time for your carrier
  • If manifested after the carrier's daily cut-off, pickup happens the next business day
  • If no pickup after 24 hours, contact support with the AWB number

Q: A shipment shows "Delivered" but the customer says they didn't receive it.​

A:

  1. Check the tracking timeline for delivery date, time, and any agent notes
  2. Request Proof of Delivery (POD) via support — we'll obtain it from the carrier
  3. If the address was correct and delivery is confirmed by POD, you may need to file a claim

Q: Can I cancel a shipment after manifesting?​

A:

  • Before pickup — Yes, cancel from the Order details page. No charge.
  • After pickup / in transit — Cannot be cancelled; request RTO initiation instead

Quick Reference: Carrier Tracking Websites​

CarrierTracking Website
Delhiverydelhivery.com
BlueDartbluedart.com
DTDCdtdc.com
Xpressbeesxpressbees.com
Shadowfaxshadowfax.in
Ekartekartlogistics.com

Need Help?​

Always include the AWB number or Order ID for faster resolution.