Enable Issue Reporting for Stalled or Inactive Shipments

1. Overview

The new Report Shipment Issue feature allows your customers to notify you when a package is stalled or inactive. This option is available directly on the tracking page when a shipment has a tracking number but shows no progress. It gives your customers a direct way to raise concerns about delayed deliveries and ensures your team is quickly informed.

2. Why This Feature Is Useful

Sometimes shipments get stuck in transit or don’t update for days, leaving customers uncertain about their orders. This feature provides:

• Transparency and control for customers – they can report a stalled shipment instead of waiting in frustration.
• Faster resolution for support teams – reported cases are directed to the right contact immediately.
• Clear identification of problem shipments – ensuring that packages with missing scans or extended delays are addressed proactively.

Examples of when this feature applies:

• A label was created, but the carrier never scanned the package.
• The shipment hasn’t moved or updated in 10+ days.
• The order has no estimated delivery date, and visible delays are causing confusion.

3. How to Enable the Report Shipment Issue Feature

1. Go to Settings → Branding → Configuration → Report Shipment Issue.
2. Scroll down to the Report Shipment Issue section.
3. Turn on the Enable Report Shipment Issue toggle.
4. Configure the HTML message that will appear when customers click the button. This text should provide clear instructions or reassurance (e.g., “We’re sorry your shipment appears delayed. Please submit this report so our team can investigate.”).
5. Add an email address where reported issues will be sent. This ensures your support team receives the notifications directly.
6. Click Save to apply your changes.
   

4. What will it look like for the customer?

After the item is shipped, the customer will have access to their tracking page, where they will see an option to report shipment issues:

After clicking Report Shipment Issues, the customer will see a confirmation that they're having problems, which will trigger an alert:

5. What does the alert look like?

You will receive an email letting you know that a customer has reported some problems. The email included the order number, latest shipment status, and carrier information:

6. Best Practices

• Customize the HTML message to reflect your brand’s tone and provide clear next steps.
• Use a monitored email address so reports don’t go unnoticed.
• Set internal SLAs for handling shipment issue reports to keep customers updated promptly.
• Combine with carrier alerts to proactively check on packages reported multiple times.

7. Troubleshooting / FAQ

Q: Why don’t I see the Report Shipment Issue button on the tracking page?
A: Make sure the feature is enabled in your Branding Configuration settings and that the shipment has a tracking number.

Q: Can customers report any shipment?
A: No, this feature is designed only for shipments with a valid tracking number but no movement or visible delays.

Q: Where do reported issues go?
A: All reports are sent to the email address configured in your settings. Ensure this inbox is actively monitored.

✨ With the Report Shipment Issue feature, you can give customers peace of mind while making it easier for your team to step in and resolve delivery delays quickly.