Purpose: Learn how to access the parcel detail view, check shipment and tracking information, identify which sub-user created a parcel, and manage your shipping labels.
How to enter the parcel detail view
After creating a shipping label from the Incoming orders overview, you can find it in the Created labels tab until the carrier performs the first scan. After the first scan, the shipment appears in the Shipped labels tab.
In both the Created labels and Shipped labels tabs, click the eye icon next to a shipment to open its parcel detail view.
You can also use + Add filter to find shipments by shipping status, carrier, integration, and other criteria. For more information, read our article about filtering your labels.
Parcel detail view
When you click the eye icon, the parcel detail view opens. Here you can find information about your shipment, its tracking history, and the available actions.
1. Shipping details
This section displays information about your shipment, including:
- Sender address
- Label announcement time
- Deadline for cancelling the label
- Shipping method
- Insurance amount
- Parcel weight
For more information about cancellation deadlines, read How do I cancel my shipment?
2. Customer details
This section shows the customer's name and contact information. It also displays the integration from which the order originated, which is especially useful if you have multiple webshop integrations.
You can also see which brand has been applied to the label based on the sender address. Learn more about setting up one or more brands.
3. Status
The Status section displays the tracking updates received from the carrier throughout your parcel's journey. The carrier's logo is also displayed.
Click Older statuses to view previous tracking updates and follow the parcel's journey from its first scan to delivery.
Understanding tracking statuses
Tracking information is displayed in three different ways:
- Main status (bold): The main shipment status, such as Parcel en route. This is also displayed on your customer's Tracking page. If Tracking email notifications are enabled, customers also receive these updates by email.
- Detailed status message: The message displayed directly below the main status provides additional information, such as Your parcel departed from the DHL facility. Customers can also see this information on their Tracking page and in Tracking emails.
- Carrier status (grey): The original tracking status received directly from the carrier, such as Carrier message: depart facility. Sometimes this status may appear as "unknown" while the carrier updates or improves its tracking information. This is expected and may provide additional details. Customers do not see this carrier-specific status; only the main status and detailed message appear on their Tracking page and in Tracking emails.
Shipment status explanations
Expand this section to learn what the different shipment statuses mean.
-
En route to sorting
The parcel is on its way to the carrier's sorting facility, where it will be processed. -
Delivery delayed
There is a delay in the delivery process. Check the carrier's Track & Trace page for more details. -
Sorted
The parcel has been processed at the carrier's sorting facility and is ready for the next stage. -
Not sorted
The parcel hasn't been processed at the sorting facility yet. This may cause delays. -
Being sorted
The parcel is currently undergoing sorting at the facility. -
Delivery attempt failed
The carrier attempted delivery, but it wasn't successful. Possible reasons include the recipient being unavailable or address issues. -
Delivered
The parcel has successfully reached the recipient. -
Awaiting customer pickup
The parcel is ready for the recipient to pick up from a designated location, such as a pickup point. -
Error collecting
The carrier encountered an issue while trying to collect the parcel for shipment. -
Shipment picked up by driver
The parcel has been successfully collected by the carrier's driver. -
Unable to deliver
The carrier couldn't deliver the parcel. Further action may be required. -
Parcel en route
The parcel is in transit and moving toward the delivery address. -
Driver en route
The carrier's driver is on the way to deliver the parcel. -
Shipment collected by customer
The recipient has picked up the parcel from the designated location. -
Unknown status - check carrier Track & Trace page for more insights
The parcel's status is unclear. Refer to the carrier's Track & Trace page for updates. -
At customs
The parcel is being inspected by customs authorities, which may cause delays. -
At sorting centre
The parcel has arrived at the carrier's sorting facility and is waiting to be processed. -
Refused by recipient
The recipient declined to accept the parcel, and it may be returned to the sender. -
Returned to sender
The parcel is being sent back to the sender, often due to delivery issues or refusal by the recipient. -
Delivery method changed
The carrier has updated the delivery method for this shipment. Check for details. -
Delivery date changed
The delivery date has been updated. Check the carrier's Track & Trace page for the new date. -
Delivery address changed
The delivery address has been updated. Make sure the changes are accurate. -
Exception
An unexpected issue occurred during shipping or delivery. Contact the carrier for more information. -
Address invalid
The address provided is incorrect or incomplete, causing a delay in delivery. Verify and correct the address.
Important: The Tracking page is only available for 30 days after label creation. After this period, the information is deleted. To check tracking statuses after 30 days, visit the carrier's Track & Trace page.
4. Customer service
The Customer service dropdown allows you to create a support ticket linked to a specific shipment.
Depending on the shipment, the following support options may be available:
- Shipment not traceable
- Shipment delivered, but not received
- Shipment damaged
- Shipment lost
- Late delivery
5. Actions, print and cancel a label
The parcel detail view also allows you to manage your shipping labels.
Cancel a label
Click Cancel label to cancel a shipment, provided that the applicable cancellation deadline and conditions are met.
Once cancelled, the label moves to the Cancelled labels tab. For more information, see How do I cancel my shipment?
Other available actions
From the Actions dropdown, you can also:
- Delete a label: Deleting a label also cancels the shipment. The label will disappear entirely from your overview as long as you also remove the order from your webshop integration.
- Duplicate a label: Create a copy of an existing shipping label.
- Create a return: Create a return shipment directly from the label.
You can also reprint your shipping label by clicking the Print label button.
Who created the parcel?
You can now see which sub-user created a parcel directly in the parcel detail view. This is especially useful when multiple users manage shipments within the same Sendcloud account.
Sendcloud displays the sub-user's name if they have added one to their account profile. Because the name field is optional, Sendcloud displays the user ID instead if no name has been entered.
💡 Good to know: Sub-users can add or update their name in their account profile. This information is not managed in the user roles settings.
Find the parcel creator in a CSV export
Information about the sub-user who created a parcel is also included when you export your Created labels as a CSV file from the Sendcloud panel.
This allows you to review which sub-user created each shipment without opening the individual parcel detail views.
Additional details
Alongside the information described above, you can also find the following details in the parcel detail view.
Notification history
If you've set up and enabled your Tracking page and Tracking emails, this section displays the email notifications that have been sent to your customer.
The notification history is only available in the Shipped labels tab after the parcel has received its first scan.
Linked labels
If you've created a shipment containing two or more boxes, any labels linked to that shipment will be visible in the parcel detail view.
For more information, read How to create multicollo shipments.
Items
The Items section displays the products included in a particular order.
This feature is available for customers on the Growth and Premium plans and can be used with Pack & Go to help automate the picking and packing process.
Shipping rules
If you've configured shipping rules to automate your shipping process, the names of the rules applied to a label are displayed in the parcel detail view.
