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Explaining Order/Shipment Status and Events

During the lifetime of an order and its belonging shipment(s), the order/shipment passes different status and a various number of events occur. These status and events are either set by the shop, by Seven Senders or triggered due to incoming tracking updates of carriers. Moreover, the status/events are displayed on the tracking page of customer and trigger notifications to proactively inform the customer (if set-up in Touchpoints). 

When requesting tracking updated from the carriers, Sendwise is receiving hundreds of different carrier message. These carrier messages are mapped on different events and status that can occur in the history of an shipment. Due to the generalization of carrier messages, the performance of carriers is comparable and can be monitored in Analytics. 

In the following each existing status and events on order and shipment level are described in detail. 

Overview Status

Level 
Status 
Description 
Order
new
If the order is created in Sendwise (pushed by the customer via API/Plugin), the order automatically gets the order status 'new'.
Order
paid
The shop has the possibility to update the status of the order via API/Plugin. It is not a mandatory status. The shop can use the status to monitor the payment process.
Order
in_production
The shop has the possibility to update the status of the order via API/Plugin. It is not a mandatory status. The shop can use the status to monitor the fulfillment process in the different warehouses. The status 'in production' is recommendable for shops that produce on demand.
Order
in_preparation
The shop has the possibility to update the status of the order via API/Plugin. It is not a mandatory status. The shop can use the status to monitor the fulfillment process in the different warehouses.
Order
shipped
The order is shipped as soon as a first shipment belonging to the order is created in the Sendwise system.
Order
completed
The order is in status completed, if all belonging shipments are delivered and the boarding complete parameter is set on 'yes'.
Shipment
New
As soon as the shipment is created in Sendwise, it gets the status 'new'.
Shipment
Pickup
The shipment is picked up as soon as the planned pickup date of a shipment equals or is smaller than the current date. The planned pickup date is set by the shop for each shipment. It is not necessarily the real pickup date of the shipment.
Shipment
Info
The shop can electronically announce the shipment at the carrier's and provide already shipment information. This happens before the first hub scan at the carrier's hub.
Shipment
Hub Scan at LMC
As soon as the shipment has been scanned for the first time at the carrier's hub, the shipment is in status 'Hub Scan at LMC'. Depending on the carrier and the destination country, the shipment passes a various number of carrier hubs / distribution centers.
Shipment
Out for Delivery
The shipment has been loaded onto the delivery vehicle of the last mile carrier. In case of a failed delivery attempt, the shipment is still in status 'out for delivery'.
Shipment
Deliverd to pickup point
If the parcel is delivered to a pickup point, the shipment is in status 'delivered to pickup point'. The consumer can directly select a pickup point as delivery address. In case of home delivery, the carrier can deliver the parcel to a pickup point, if the recipient is not at home.
Shipment
Delivered
As soon as the consumer received the shipment, it is delivered. It is a final status.
Shipment
Lost
If the carrier informs about the loss of a shipment, the shipment is set to status 'lost'.

Overview Events

Level

Event Type

Description

Availability to Trigger Notifications  
Order
Order completed
An order is completed, if all shipments of the order are delivered including the boarding complete parameter set on 'yes' . Delivered means the belonging shipments are in status 'delivered'. Final events that indicate the delivered status of the shipment are delivered and delivered to third party.
Yes
OrderOrder created
If the order is created in Sendwise (pushed by the customer via API/Plugin), the event is automatically created.
No
Order
Order delayed
The shop can transfer a promised delivery date when creating the order in Sendwise. It is not a mandatory field. The order is delayed if the current date exceeds the promised delivery date.  
As soon as email address has been transferred with shipment creation 
Order
Order is being prepared
The order status 'order is being prepared' can be pushed by the shop via API (POST order_states)/Plugin. It is not mandatory to push status updates of an order. The shop can use it to monitor the performance of the fulfillment process and to proactively inform customer about their order. Being prepared means to pick and pack the parcel. If the status is updated, the event is also generated.
No
Order
Order paid
The order status 'order paid' can be pushed by the shop via API (POST order_states)/Plugin. It is not mandatory to push status updates of an order. The shop can use it to monitor the performance of the fulfillment process and to proactively inform customer about their order. If the status is updated, the event is also generated.
No
Order
Ordered items are being produced
The order status 'order items are beeing produced' can be pushed by the shop via API (POST order_states)/Plugin. It is not mandatory to push status updates of an order. The shop can use it to monitor the performance of the fulfillment process and to proactively inform customer about their order. To announce that order items are being produced is especially interesting for shops that produce on demand. If the status is updated, the event is also generated.
No
Order
Order shipped
As soon as the first shipment belonging to the order in Sendwise is created, the event is triggered. 
Yes
Shipment
7S hub scan
Before the shipment reached the hub of the last mile carrier (first hub scan the carrier's hub), the shipment is scanned at the distribution center of Seven Senders. In case the customer ships with Prime Network Delivery solution, the shipment will be potentially re-labeled to select the best fitting last mile carrier.
Yes
Shipment
Carded
In case of absence of the recipient, the carrier left a message in the mailbox.
Yes
Shipment
Carrier changed
This event only occurs in case of the Prime Network Delivery solution by Seven Senders and occurs in combination with the event '7S hub scan'. In this case the shipment has been re-labeled and another carrier was selected.
Yes
Shipment
Contact carrier
In case the carrier is asking for instructions of the recipient or sender regarding the shipment, the event 'contact carrier' is triggered.
Yes
Shipment
Delayed
The shipment is delayed as soon as the current date exceeds ETA date (FHS + SLA days) and is not delivered yet. A shipment can also be delayed as soon as the carrier announce delays.
Yes
Shipment
Delivered to a drop-off point
In case of a return, the consumer brings the parcel to an official drop-off point of the carrier. The carrier then send it back to the sender's warehouse.
Yes
Shipment
Delivered to a pick-up point
If the parcel is delivered to a pickup point, the event 'delivered to a pickup point' is triggered. The consumer can directly select a pickup point as delivery address. In case of home delivery, the carrier can deliver the parcel to a pickup point, if the recipient is not at home.
Yes
Shipment
Delivered to a third party
In case the recipient is absent, the carrier delivered the parcel to a third party such as a neighbor, flat mate, reception etc. In this case the shipment is seen as delivered.
Yes
Shipment
Delivery address changed
The consumer and/or consumer changed the delivery address of the parcel and the carrier announced it in a carrier message.
Yes
Shipment
Delivery appointment
The consumer selected a preferred the delivery date of the parcel and the carrier announced it in a carrier message.
Yes
Shipment
Delivery date changed
The carrier changed the announced estimated delivery date and announced it in a carrier message.
Yes
Shipment
Delivery impossible
In some cases (e.g. name not found on the mailbox) the delivery of the parcel is impossible for the carrier.
Yes
Shipment
Delivery requested at the carrier's
The shop can electronically announce the shipment at the carrier's and provide already shipment information. This happens before the first hub scan at the carrier's hub.
Yes
Shipment
FDA timeout
When setting up the Service Level Agreements (SLA) in Settings menu of Sendwise, the shop can define a number of days (excluding weekend) after which the event 'FDA timeout' is triggered. If after x number of days after the planned pickup date no First Delivery Attempt (FDA) has taken place, the event is triggered. The shop can use it for internal monitoring purposes.
No
Shipment
FHS timeout
When setting up the Service Level Agreements (SLA) in Settings menu of Sendwise, the shop can define a number of hours (excluding weekend) after which the event 'FHS timeout' is triggered. If after x number of hours after the First Hub Scan date no First Hub Scan (FHS) has taken place, the event is triggered. The shop can use it for internal monitoring purposes.
No
Shipment
First to Fifth delivery attempt failed
Event is triggered, if the first up to fifth delivery attempt of the carrier was not successful.
Yes
Shipment
First to Fifth delivery attempt succeeded
Event is triggered, if the first up to fifth delivery attempt was successful. The recipient received the parcel, if it was a home delivery. In case of a delivery to the third party, the fifth delivery attempt is also counted as successful even though the recipient did not personally receive the parcel.
Yes
Shipment
General
The event is triggered, if the carrier announce general information about the shipment such as the status of Cash on Delivery options.
Yes
Shipment
Heavy damage
The carrier announces a heavy damage of the parcel.
Yes
Shipment
Hub scan
The event is triggered, if the parcel has been scanned more than once (first hub scan) at the carrier's hub.
Yes
Shipment
International
The parcel has left the country of origin.
Yes
Shipment
Light damage
The carrier announces a light damage of the parcel.
Yes
Shipment
Notify recipient
The carrier send mail to recipient that shipment is not deliverable.
Yes
Shipment
On the way to distribution center
The event is a dummy state. The customer can define (needs to be set-up in the Sendwise back end) after how many hours after the planned pickup date of the shipment, the event will be triggered. This is especially useful for for shipments with longer line-haul lead times.
Yes
Shipment
Out for delivery
The parcel has been loaded on the delivery vehicle.
Yes
Shipment
Postal return
The return of the parcel has been initiated by the carrier. Reason for a postal return can be that the parcel has been refused by the recipient, the parcel has not been collected by from the pickup point etc.
Yes
Shipment
Refused
The recipient refused the parcel. The delivery attempt failed and a postal return will follow.
Yes
Shipment
Return shipment created
A shipment with parameter return parcel 'yes' is created in Sendwise.
Yes
Shipment
Returned to the warehouse
As soon as shipment with parameter return parcel 'yes' is set on true the event is created instead of a 'delivered' event.
Yes
Shipment
Routing problem
The carrier announces a routing problem of the parcel.
Yes
Shipment
Shipment lost
If the carrier informs about the loss of a shipment, the event is triggered.
Yes
Shipment
Tracking update
The carrier provides further tracking information about the parcel.
Yes
Shipment
Wrong address
The carrier reports a wrong delivery address.
Yes