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Support Automation: Monitor view

Ludovica
  • Updated

Purpose: Learn how to use the Monitor view in Sendcloud to track shipments, spot delivery issues, and take quick actions like reporting problems or generating invoices for claims.

Related articles

→ What is Support Automation

→ Support Automation: Issue Management

Monitor View 

The Monitor section offers a real-time overview of your shipments and returns, helping you proactively identify and act on delivery exceptions.

Screenshot 2025-07-01 at 12.37.37.png (1880×1126)

View:

  • Tabs to filter by Exceptions, Active, All, and Watchlist
  • Toggle between Shipments and Returns
  • Columns include: Carrier, Announced, Last Update, Tracking number, Shipping method, Status, Sub-Status, Order number, Country from, Country to.

  • Search bar and + add filter for quick results

Understanding the Happy Flow: The Ideal Parcel Journey

Below is the Happy Flow, outlining the typical phases and substatuses a parcel may go through during a successful delivery.

Note: not all phases are required for smooth delivery, and they may occur multiple times throughout the parcel journey, especially for international shipments (Customs, In Transit, Sorted).

Phase Description
Labelled The phase starts when the label has been printed and confirmed by the carrier (same as “Announced” by Sendcloud, however data is coming from the carrier). Often shown as “Label created, but not in carrier possession yet.”
Accepted The first phase where the carrier confirms it has physically received the parcel.
Sorted The parcel is sorted in the carrier’s sorting center. This may happen multiple times as it moves through the network.
In Transit The parcel is in transit, typically across longer distances or internationally (e.g., loaded onto a plane).
Customs For cross-border shipments requiring customs clearance, this phase may appear with substatuses like “In progress” or “Passed.”
In Delivery Indicates the parcel is in the delivery vehicle, out for delivery to the recipient.
Attempted A delivery attempt was made but not completed. Substatuses can include: Company Closed, Not Home, Delivery Change, Inaccessible, Locker, Payment, PUP Closed.
PUP (Pick-Up Point) The parcel has been delivered to a pickup location (shop or locker). Substatuses specify “Shop” or “Locker.”
Delivered The parcel has been delivered, concluding the delivery process. Known substatuses include: Damaged, Locker, Mailbox, Neighbour, PUP, Receiver, Safeplace, Sender, Signature.
Important: Phases can occur multiple times (e.g., multiple “Sorted” or “In Transit” updates).

Statuses, Sub-statuses, and Operational Guidance

This section outlines all shipment exception types (statuses & sub-statuses) visible in the Monitor view:
Screenshot 2025-07-01 at 12.34.07.png (1918×644)
It includes their meanings, possible substatuses, and operational guidance for each case.
By understanding these statuses and the recommended actions, you can proactively manage delivery issues, improve customer communication, and reduce the risk of failed deliveries or dissatisfaction.

Note: If a substatus is not displayed, it means the carrier hasn’t provided further details yet.
See here all the exception types, meaning, and operational guidance
Exception Type Meaning & Substatuses Operational guidance
Returned to sender

The parcel will be returned to the sender.

  
Address Error

The parcel cannot be delivered due to a problem with the address.

Possible substatuses (if provided):
• unknownReceiver – The Recipient is unknown to the address.
• incorrectInformation – The provided address is incorrect or invalid.
• postalBox – The Carrier does not allow delivery to P.O. boxes.
• updated – The address has been updated after the initial error.
• additionalInformation – Address is incomplete and needs more details.

 Depending on the carrier, you can update the address during shipping to ensure it is delivered. Secondly, it can be used to contact the customer immediately, rather than waiting for them to contact you.
Missing

The parcel or part of its contents cannot be found.

Possible substatuses (if provided):
• content – The entire content of the parcel is missing, the package itself is still there.
• partly – Only part of the parcel's contents is missing.

This status indicates to keep a close eye on the parcel and reach out to the carrier (or SC support) to follow up on this, as it appears that the parcel or parts of it are missing.
Non-Conformity

The parcel does not meet the carrier's requirements for shipping.

Possible substatuses (if provided):
• packaging – Improper or inadequate packaging.
• maxMeasure – Parcel exceeds size restrictions.
• maxWeight – Parcel exceeds weight limits.
• prohibitedItem – Parcel contains restricted or banned items.

 In case of this exception, it is worth investigating how you packed the parcel and what is in there. If it is an odd size or some liquids that (on first look) might be prohibited, this can be the cause, and the carrier (or SendCloud support) can be contacted.
Customer Support

Manual investigation or intervention is required.

Possible substatuses (if provided):
• parcelFound – The Parcel initially marked missing has been located.
• undeliverable – Parcel cannot be delivered under any condition.
• resolved – The reported issue has been successfully resolved.
• inaccessible – Delivery or pickup location cannot be accessed, and is known before an attempt is made.

 This exception is more of a repository for many things. Therefore, this should be looked at on an individual basis, and no standard best practice process can be described.
Customer Rejected The recipient passively refused to accept the parcel.  
Delay Unknown Parcel is delayed for a reason that is not specified by the carrier.

A delayed update is informative. You can decide to take action; however, in many cases, it will not speed up the process. You can, of course, always use it to update the customer of the potential delay, so that he will not be upset with any late delivery.
Damaged

Parcel is visibly or internally damaged.

Possible substatuses (if provided):
• packaging – Outer packaging is damaged.
• content – The item(s) inside the parcel are damaged.

 Particularly relevant for merchants shipping fragile goods. This status can be used as a proactive touchpoint to check with the customer and prevent negative experiences or reviews.
Refused

The parcel was refused at delivery.

Possible substatuses (if provided):
• Not Ordered – Recipient did not order the item.
• damaged – The Parcel was refused due to being damaged.
• duplicate – Duplicate parcel, thus it was refused a second time.
• payment – Not able or willing to pay any fees (e.g., customs fees) related to the parcel.
• expired – Delivery arrived too late and thus it was refused.

As soon as this exception occurs, it is good to follow up with the customer. What was the reason? Is he/she looking for something else? Instead of just missing out on business, turn it around and have a chance at an additional sale.
Handover Delay A delay occurred during the handover process from the warehouse to the carrier or from the drop-off point to the carrier.

A delayed update is informative. You can decide to take action; however, in many cases, it will not speed up the process. You can, of course, always use it to update the customer of the potential delay, so that he will not be upset with any late delivery.
Sorting Delay

The parcel was delayed at a sorting facility.


Possible substatuses (if provided):
• late – Parcel arrived too late for scheduled sorting.
• missort – The Parcel was sorted incorrectly, causing the delay.
• weatherConditions – Weather disruptions delay sorting.
• highVolume – High package volume caused processing delay.
• cutOff – Parcel missed the daily cut-off time.
• connectionMissed – Missed connection

A delayed update is informative. You can decide to take action; however, in many cases, it will not speed up the process. You can, of course, always use it to update the customer of the potential delay, so that he will not be upset with any late delivery.
Delivery Delay

The parcel experienced a delay during the final delivery phase.

Possible substatuses (if provided):
• traffic – Delivery delayed due to traffic.
• weatherConditions – Adverse weather conditions caused a delay.
• misrouted – The Parcel was routed incorrectly.
• highVolume – High carrier volume, delayed delivery.
• connectionMissed – Missed handoff to next delivery step.
• mechanical – Mechanical failure delayed delivery vehicle.

 A delayed update is informative. You can decide to take action; however, in many cases, it will not speed up the process. You can, of course, always use it to update the customer of the potential delay, so that he will not be upset with any late delivery.
Drop-off Expiration The parcel was not collected from the pickup location on time, and it will be returned to the sender.

The parcel at the pickup point will (almost) be sent back to the sender. You can still use this exception in order to inform the customer to pick it up just before it is sent return. Note that sometimes carriers indicate this exception too late, only when it has been picked up or will be picked up the same day. Support automation has a PUP Expiration trigger that prevents this.
Cancelled

The shipment was cancelled before completion.

Possible substatuses (if provided):
• sender – Cancelled by the sender before dispatch.
• carrier – Cancelled by the carrier during handling.
• disposed – Cancelled and will be disposed of.

This exception should not occur too often. If it does, it means that it will most likely not be delivered anymore. In case it should be delivered, it is smart to reach out to the carrier or to SC support and ask for clarification.
Changed

The delivery plan has been altered.

Possible substatuses (if provided):
• sender – The Sender initiated a change (e.g., destination).
• carrier – Carrier changed the delivery path or method.
• receiver – The Receiver requested a delivery modification.

This often results in a later delivery as well.

This status does not require any action; it is most often triggered because the customer changed the way or location of delivery. In case this happens often, it might be wise to explore the dynamic checkout possibilities.
Hold

The parcel is temporarily not progressing.

Possible substatuses (if provided):
• sender – The Sender placed the parcel on hold.
• carrier – The Carrier paused delivery.
• receiver – The Receiver requested delayed delivery.

 Hold most of the time means that a customer requested a delayed delivery; no action required on this exception.
Customs Issue

The parcel encountered an issue at customs clearance.

Possible substatuses (if provided):
• delay – Processing at customs is delayed.
• payment – Payment (e.g., taxes) is pending, or there is a dispute.
• additionalInformation – Extra customs details are needed.
• resolved – Customs issue has been addressed and resolved.
• documents – Required customs documentation is missing.

 This exception requires action on international shipments. It often indicates insufficient or incorrect information. It might be smart to check the shipment and the supplied information, and adjust and add where needed.
Claim

A compensation claim has been initiated.

Possible substatuses (if provided):
• requested – Claim has been filed by the sender.
• accepted – Claim was approved and will be processed.
• rejected – Claim was denied.
• additionalInformation – Further claim information or documentation needed.

 Not all carriers have this exception, as it might be a process outside the tracking information. In cases where carriers do have this exception, it most often is an update to a claim that was initiated by the sender itself.

Action Menu 

While Monitor view is focused on tracking, it also allows you to take quick action on shipments directly from the list view:

  1. Select one or more shipments.
  2. A pop-up action menu will appear at the bottom of the screen:

MenuSA1.png (1184×174)

From this menu, you can:

  • Click the bookmark icon bookmarkicon.png (72×80) to add the shipment(s) to your Watchlist. This helps you keep an eye on high-priority cases.
  • Click the paper airplane icon paperairplane.png (74×68) to report an issue. You’ll then:

    • Choose the cause of the problem (e.g., Delay, Damaged, Lost)

    • Be redirected to the Open Ticket flow in Issue Management to complete the details.