Understanding Order and Shipping Status in WeSupply

1. Overview

WeSupply provides full visibility into your order journey by combining Order Status (from your eCommerce platform) with Shipping Status (from your carriers). Understanding how these statuses work helps merchants keep customers informed, reduce support inquiries, and build trust with accurate, real-time updates.

This guide explains the difference between Order Status and Shipping Status, what each means, and how they work together to improve the post-purchase experience.

2. Pre-requisites

Before reviewing statuses, make sure you have:

• A WeSupply account connected to your eCommerce platform (Shopify, Magento, BigCommerce, WooCommerce, etc.).
• Carrier accounts properly integrated with WeSupply to provide tracking events.
• Access to the WeSupply Admin Panel to review and test status updates.

3. Step-by-Step Explanation

Order Status

Order Status reflects the merchant’s internal fulfillment process as imported from your eCommerce platform. Common statuses include:

• Pending – Order was received but not yet processed.
• Processing – The merchant is preparing the order.
• Shipped – The order has been handed over to the carrier.
• Delivered – The customer has received the order.
• Canceled / Refunded – The order was canceled or refunded.
  

Shipping Status

Shipping Status reflects the carrier’s progress once the order has been shipped. Common statuses include:

• Label Created – A shipping label was generated, but the carrier has not yet scanned the package.
• In Transit – The carrier has picked up the package, and it is moving through their network.
• Out for Delivery – The package is on the way to the customer.
• Delivered – The package was delivered successfully.
• Exception / Failed Attempt – A delivery attempt failed or an issue occurred (e.g., wrong address, customer unavailable).
  

4. Examples / Best Practices

• Clarify the difference: Display both statuses on the WeSupply Tracking Page to help customers distinguish between merchant-side progress (Order Status) and carrier-side updates (Shipping Status).
• Reduce “Where is my order?” (WISMO) calls: Direct customers to the branded tracking page instead of support.
• Manage “Label Created” expectations: Add a note explaining it can take 24–48 hours for carriers to scan packages.
• Automate notifications: Use status triggers (like “Out for Delivery”) to send proactive email or SMS updates.

5. Troubleshooting / FAQ

Q: Why does my order still show as “Processing” when it has already shipped?
A: The order status comes from your eCommerce platform. If the platform has not updated the status, WeSupply will continue to show it as “Processing.” Ensure that your store correctly marks the order as shipped.

Q: Why is my package stuck in “Label Created”?
A: This means the label exists but the carrier hasn’t scanned it yet. If it remains for more than 48 hours, follow up with the carrier.

Q: Can I customize the wording of statuses for customers?
A: Yes. You can adjust how statuses are displayed to customers in Settings → Branding → Configuration.

Q: What’s the difference between Order Status and Shipping Status?
A:

• Order Status = Merchant’s fulfillment progress (from your store).
• Shipping Status = Carrier’s tracking progress (from the shipping partner).