Learn the platform

The flow

• You add a shipment (a tracking number, optionally with a carrier and customer details).
• The platform checks the carrier for scans automatically and turns them into one of 14 normalized statuses, so a parcel reads the same whichever carrier moves it.
• When something goes wrong (a failed delivery, a delay) an exception appears in the Exceptions queue for your team to work.
• When a shipment reaches a notable status, your customer can be told by email, SMS or WhatsApp.
• Your systems can listen to the same events through webhooks, or read everything through the API.

Create your account

1. 1Open Sign up. Enter your full name, an optional organization name, your work email, your phone number and a password of at least 8 characters, then click "Create organization". (Or click "Sign up with Google".)
2. 2Check your inbox. Enter the 6-digit verification code from the email. It expires after 10 minutes; "Resend code" is available after 60 seconds.
3. 3You are signed in automatically and become the Admin of your new organization.

Track your first shipment

1. 1Open Shipments and click "Create shipment".
2. 2Enter the tracking number. Everything else is optional: pick the carrier if you know it, and add the order ID and customer details if you want to notify the customer.
3. 3Click create. The platform starts tracking straight away and the first scans appear on the shipment page within moments.

Then set up the rest

1. 1Invite your colleagues from Team & Access (see Inviting members).
2. 2Turn on two-factor authentication in Settings (see Security).
3. 3Decide which customer notifications to send (see Notifications).
4. 4Building an integration? Create an API key in Developer Tools and read the API reference.

• Log in with your work email and password, or click "Continue with Google". A Google sign-in creates the account if it does not exist yet; such accounts have no password.
• If your email was never verified, login takes you to the verification step first.
• After 5 failed attempts in 15 minutes from the same address, login pauses for a while.
• Sessions end after 24 hours without activity, or after 30 days at most.

Forgot your password

1. 1On the login page click "Forgot?" and enter your work email.
2. 2Open the link in the email. It works once and expires after 15 minutes.
3. 3Enter and confirm a new password (at least 8 characters).

Add a shipment

1. 1Open Shipments and click "Create shipment".
2. 2Fill in the "Tracking number" (required, up to 128 characters).
3. 3Optionally choose the carrier ("Not specified" lets the platform work it out), and add the External order ID, Service level, origin and destination country and postal code, customer name, email and phone (international format, starting with +), and a note.
4. 4Save. If that tracking number already exists the existing shipment is returned instead of a duplicate.

Find shipments

• Search by tracking number or order ID (at least 2 characters).
• Use the status tabs: All, In transit, Out for delivery, Delivered, Exception, Failed, and "More statuses" for the rest.
• Use "Toggle columns" and the density control to shape the table, "Rows per page" to page through more, and "Refresh" to reload.
• Select rows to "Export CSV" (the selected rows) or delete them in one go.

The shipment page

• Journey: how far along the shipment is.
• "Tracking events": the timeline of every scan. Each event is labelled by where it came from: Carrier, System, Notification or Exception.
• Route, Details and "Raw payload": the addresses, your own fields and the data as the carrier sent it.
• A banner links to Exceptions when the shipment has a problem status.

Tracking statuses

1. 1Open the shipment from the Shipments list.
2. 2Click "Retrack" in the header (on small screens it shows as an icon).
3. 3A message confirms "Tracking refresh requested". New scans appear on the page shortly; click "Refresh" if they do not show on their own.

When Retrack is refused

• The shipment was refreshed less than a minute ago: wait a minute and try again.
• The shipment is already finished (delivered, cancelled, return to sender or returned), or archived.
• The shipment is more than 60 days old. Tracking stops after that.

• Polling: the platform looks for shipments that are due and asks the carrier for new scans. Busy shipments are checked more often: roughly every 15 minutes when out for delivery, 30 minutes when pending, 60 minutes before the parcel has moved, and every 2 hours otherwise.
• Carrier webhooks: some carriers push scans to the platform, which are applied as soon as they arrive.
• If a carrier cannot be reached the platform backs off and tries again later (up to 6 hours between attempts), so a carrier outage does not lose scans.
• Carriers the platform does not connect to directly are covered by a global fallback provider, which handles long-tail and postal carriers.

Work an exception

1. 1Open Exceptions (the "Exception workbench"). The cards show Open, Acknowledged / in progress, Critical unresolved and Resolved. Filter by severity or status.
2. 2Click a row to open its side panel.
3. 3Under "Lifecycle actions" choose Acknowledge (you have seen it), Start work (you are handling it), Resolve (fixed) or Dismiss (nothing to do).
4. 4Resolve and Dismiss ask for an optional resolution code and notes (up to 5000 characters), which are kept with the exception.

Which actions are available

Start a return

1. 1Click "Initiate return" on the Returns page, or on the shipment page itself.
2. 2In "Initiate a return", pick the shipment (search by tracking number or order ID).
3. 3Choose the Reason: customer changed their mind, wrong item, damaged, defective, not as described, arrived too late, duplicate order, or other. Add notes if useful (up to 2000 characters).
4. 4Click "Request return".

A return cannot be started when

• the carrier does not support returns, or its carrier account is not active,
• the shipment is archived,
• the shipment already has a return in progress (one at a time),
• the carrier service is unavailable at the moment.

The life of a return

1. 1Open Tracking Pages from the sidebar.
2. 2Enter the tracking number under "Where's my parcel?" and click "Track parcel".
3. 3You see the current status and the "Tracking history" (up to 50 events).

• Pick a range: 7D, 30D or 90D. The daily "Delivered rate trend" covers at most 30 days.
• Panels: Shipments, Delivered rate, Avg transit, "Needs attention", "Shipment flow", "Volume by carrier" and "Carrier performance".
• Use "Export CSV" to download "Carrier performance" or "Shipments" (up to 10,000 rows; you are warned if it was cut off). Exporting needs a plan that includes report exports.
• How far back reports reach depends on your plan; the page shows "Plan retention: N days".

Channels

• Email, SMS and WhatsApp (and a webhook channel per endpoint). Each shows whether it is Configured, Not configured or Unreachable. Channels that are not configured are greyed out in the template table.
• Use "Pause notifications" / "Enable notifications" to stop or resume all sending at once.

Choose what gets sent

1. 1Open the Templates tab. Rows are statuses (Label Created, Picked Up, In Transit, Out for Delivery, Available for Pickup, Delivered, Delivery Exception, Delivery Failed, Returning to Sender); columns are channels.
2. 2Flip the switch in a cell to send that message on that channel for that status.
3. 3Click Edit to change the wording: subject, message, call to action and branding. Insert variables for the shipment details.
4. 4Use "Send test to me" (email only) to see it in your own inbox, then "Save changes" (Ctrl/Cmd + S). "Reset to default" undoes your edits.

When a message is sent

• Only when a shipment newly moves into one of those statuses, and only if the scan is no more than 48 hours old, so a late sync never sends stale news.
• To the customer email or phone saved on the shipment. No customer details, no message.

Design a form

1. 1Open Feedback from the sidebar (or press G then F) and click "New form" (or "Design a form" on an empty page).
2. 2Enter a form name. Customers see it as the heading, so write it for them. Add a short introduction if you like.
3. 3Under "Send this form when a shipment becomes", tick every status that should send it, for example Delivered, or Delivery Failed to learn what went wrong.
4. 4Add up to 10 questions. For each one write the question, pick the answer type (Star rating 1 to 5, Recommend score 0 to 10, Free text or Single choice) and switch Required on if it must be answered. A choice needs 2 to 8 different options.
5. 5Reorder questions with the arrows, and check the "Customer preview" on the right: it is exactly what customers see, and you can try it out.
6. 6Optionally write a thank-you message, then click "Create form". An organization can have up to 10 forms.

When a customer is sent the form

• Only when a shipment newly moves into one of the form's statuses, and only if that scan is no more than 48 hours old, so syncing an old shipment never sends a late request.
• Only if the shipment has a customer with an email address. No customer email, no form.
• Customers who opted out of email, or whose address is on the suppression list, are skipped.
• A shipment is asked once per form, however many times its status changes. Paused forms send nothing.
• The email carries a one-time link. It works once, expires after 30 days, and cannot be guessed. Anyone with the link can answer, so treat the email as private.

Read the results

1. 1Open Feedback and choose the Results tab.
2. 2Pick a form under "Show results for". You see how many were sent and answered, the response rate, and a summary for each question: the average stars, the recommend score (promoters minus detractors), how many chose each option, and the latest written answers.
3. 3Below, every individual response is listed with its tracking number (a link to the shipment), the order, the status that sent it, the date and every answer.

Managing forms and answers

• Use the Active switch on a form's card to pause or resume it without losing anything.
• Edit changes the questions or the statuses. Delete removes the form together with all its answers, and links already emailed stop working.
• Admins can delete a single response from the Results tab, for example when a customer asks you to.

Connect a carrier account

1. 1Click "Connect carrier", or "Connect {carrier} account" on a catalog card.
2. 2In "Connect a carrier account" pick the Carrier, give it an "Account label", choose the Environment (production or sandbox), and enter the "Account number" and "API key / client ID".
3. 3Save. The first account for a carrier becomes its default.
4. 4Check the Status in the Accounts tab: Connected, Pending validation, Invalid credentials, Credentials expired, Error or Disabled. Use "Validate" to check the credentials again.

Create a key

1. 1Open Developer Tools (the "Developer hub") and click "Create API key".
2. 2Give it a name and click "Create key". You may be asked to confirm your sign-in first.
3. 3Copy the key now. It is shown once and cannot be shown again.
4. 4Send it as a Bearer token on every request: Authorization: Bearer <key>.

• Keys can read and write shipments and returns, and read exceptions and analytics.
• The number of active keys is limited by your plan (and never more than 4).
• Rotate: creates a new key and keeps the old one working for 24 hours, so you can switch over without downtime.
• Revoke: stops a key immediately. Use it if a key may have leaked.

Add an endpoint

1. 1Open Webhooks and click "Add endpoint".
2. 2Enter an HTTPS URL (private and local addresses are refused) and an optional description.
3. 3Choose the events: shipment.created, shipment.status_changed, shipment.delivered, shipment.exception.
4. 4Save and copy the signing secret (it starts with whsec_). It is shown once.

Receiving events

• Each delivery is signed. Check the webhook-signature header against webhook-id and webhook-timestamp using your secret (the page has a "Verifying signatures" guide).
• Answer with a 2xx status within 15 seconds. Anything else is retried with growing delays, up to 6 attempts; most 4xx answers are not retried.
• The same event keeps the same webhook-id on every retry, so use it to ignore duplicates.

Managing an endpoint

• Open an endpoint to Edit it, Disable or Enable it, or Delete it.
• "Rotate secret" makes a new secret and the old one stops working immediately, so update your server first or right after.

Invite someone

1. 1Open Team & Access from the sidebar (or press G then M).
2. 2Click "Invite member". The Team & Access page shows how many seats are used (for example "3 of 5"); the button is disabled when you have reached the limit.
3. 3In "Invite a member" enter their "Full name" and email, and choose a Role (the default is Reader).
4. 4Click "Send invitation". If asked, confirm your own sign-in again. You will see "Invitation sent".

Managing invitations and members

• Pending invitations show as "invited" with the date. "Resend" creates a new password and the old one stops working. "Cancel" withdraws the invitation and the emailed password stops working.
• For people who have joined, use the role dropdown to change a role (it applies immediately) and "Remove" to end their access at once.
• You cannot change your own role or remove yourself, and the organization owner cannot be changed or removed.

Limits

• How many people you can have depends on your plan, and pending invitations count. If you need more, ask us: extra invite slots can be added to your organization for a period of time or until you remove them. People who already joined keep their access when such a period ends; only new invitations are held back.
• Invitations are rate limited (20 per organization per day, 10 per admin per hour, 3 per recipient per day).
• If the email already belongs to an existing account, nothing about that account is changed and you are not told, to protect people's privacy.

Turn on two-factor authentication

1. 1Open Settings and find "Security & 2FA".
2. 2Click "Set up 2FA" (you may be asked to confirm your sign-in).
3. 3Scan the QR code with an authenticator app, or copy the "Manual setup key".
4. 4Enter the 6-digit code to confirm.
5. 5Save the 10 recovery codes shown, then click "I've saved them". Each code works once and is not shown again.

• From then on, login asks for a code after your password. You can enter a recovery code instead if you lose your device.
• To turn it off, click "Disable two-factor authentication" and enter a current code or a recovery code. Your other sessions are signed out.
• To move to a new device, turn 2FA off and set it up again.

• Billing & Usage shows "N of M used" shipments for the current period. At the limit, new shipments are paused until the next period or an upgrade.
• A plan also sets which features you have (API access, webhooks, your own carrier accounts, returns, report exports) and limits (API keys, webhook endpoints, report history, API request rate).
• Invoices lists each period with "View" and "PDF" links.

Change or cancel your plan

1. 1Click "Change plan" and choose a plan. Changes apply immediately and are prorated.
2. 2To stop, click "Cancel plan" and confirm "Cancel at period end". The plan stays active until the period ends.
3. 3Changed your mind? Click "Resume plan" while the cancellation is still pending.