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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: Where can I see the pickup date and time for a shipment?​

A: There are two ways:

On the dashboard:

  1. Go to Orders or Shipments
  2. Search for the order by ID or AWB number
  3. Click the order to open the details drawer
  4. Scroll to the Tracking Timeline — the "Picked Up" event shows the exact date and time the carrier scanned and collected the package

Via the Shipping Copilot: Ask directly — for example: "When was order #12345 picked up?" or "Show me pickup details for AWB 4059812345678" — the Copilot will retrieve the shipment timeline and show you the pickup timestamp.

Note: The pickup timestamp reflects when the carrier scanned the package at collection. If a pickup has not happened yet, the status will show "Pickup Pending" or "Manifested" — no timestamp will be available until the carrier completes the scan.

Q: Where can I see the delivery date and time for a shipment?​

A:

  1. Go to Orders or Shipments and open the order
  2. In the Tracking Timeline, look for the "Delivered" event — it shows the exact date and time of delivery
  3. You can also ask the Copilot: "When was order #12345 delivered?"

If the shipment has not been delivered yet, no timestamp will be shown — the current status will say "Out for Delivery" or "In Transit".

Q: Where can I see when a shipment went out for delivery?​

A:

  1. Open the order details and scroll to the Tracking Timeline
  2. Look for the "Out for Delivery" event — it shows the date and time the delivery agent started their route

You can also ask the Copilot: "When did order #12345 go out for delivery?"

Q: How do I see the full event history / timeline for a shipment?​

A:

  1. Go to Orders or Shipments and click on the order
  2. The Tracking Timeline panel on the right shows every milestone in chronological order: Manifested → Picked Up → In Transit → Out for Delivery → Delivered (and any NDR or RTO events)
  3. Each event includes a timestamp and the carrier's last-known location

For more granular carrier scan events (hub scans, location updates between milestones), check the carrier's own tracking website using the AWB number.

Q: How long after manifesting does carrier pickup happen?​

A: Pickup timing depends on your carrier and warehouse location:

  • Carriers typically do 1–2 pickup runs per day
  • If you manifest before the carrier's daily cut-off time, pickup usually happens the same day
  • If you manifest after the cut-off, pickup happens the next business day
  • Cut-off times vary by carrier (typically 12:00–14:00 for same-day pickup)

If there is no pickup after 24 hours, contact support with the AWB number.

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

Q: The carrier has physically picked up my package but the status still shows "Ready for Pickup". What's happening?​

A: There is typically a lag between the carrier physically collecting the package and the status updating in Velocity. Here is what to expect:

Time since physical pickupExpected status
0 – 30 minutesMay still show Ready for Pickup
30 – 120 minutesShould update to Picked Up
> 2 hoursStatus should definitely have updated

If the status has not changed to Picked Up after 2–3 hours:

  1. Confirm the carrier ran their daily pickup route to your location — check if other shipments from the same batch have updated
  2. Verify the AWB on the carrier's own tracking website — if it shows as picked up there, the update will sync to Velocity within the normal window
  3. If the carrier's site also shows "Ready for Pickup" after 3+ hours, the carrier may not have scanned the package at collection — contact support with the AWB number so we can follow up with the carrier

This is different from the scenario where tracking shows "Picked Up" but the package hasn't physically moved — that is a carrier pre-scan issue. This question addresses the reverse.

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.