Finding the tracking number of an order

Find the tracking number

1. In the left menu, find your channel and click Orders.
2. Click the order Reference. This is our order number. It is not the tracking number.
3. On the order page, look at the Delivery Notes box.
4. Under Shipments you see the courier name and the tracking number. When the tracking number is a link, click it to open the courier's tracking page. Otherwise a Tracking url link may be shown next to it.

The tracking number is there once the order is Dispatched. Before that, the box may say No shipments, or not show at all.

An order sent in more than one parcel can show more than one tracking number.

How the tracking reaches your store

When the order is dispatched, we send the courier and tracking number back to the store the order came from, and the order is marked as sent there. This works for Shopify, WooCommerce, eBay, TikTok Shop, Wix and Allegro, as long as the channel is still connected. You do not need to copy the number yourself.

• If the channel was disconnected or deleted before the order was dispatched, we cannot update your store. The order then shows a note saying so under Delivery Instructions, and you need to add the tracking in your store yourself.
• TikTok Shop: choose Shipped by seller in TikTok. We send the parcel with our couriers and the tracking goes back to TikTok. Orders using TikTok Shipping (TikTok's own collection or drop-off) may be cancelled.
• Manual orders: there is no store to update. Copy the tracking number from the order and send it to your buyer.

We also email you when an order is dispatched. The email has a Tracking Information part with the tracking number.

When something goes wrong

The order is Dispatched but there is no tracking number. Ask us in the chat on our website with the order reference.

The tracking does not show in my store. Check that the channel is still connected. If it is, ask us in the chat on our website with the order reference and the order number in your store.

The tracking link does not work yet. Couriers often show the parcel only after they scan it. Try again later.

My buyer says the parcel did not arrive. Check the tracking first. Then ask us in the chat on our website with the order reference and what the tracking shows.