Tracking Packages

Documentation Index

Fetch the complete documentation index at: https://help.jetpack3pl.com/llms.txt

Use this file to discover all available pages before exploring further.

​

How Shipment Tracking Works

Once Jetpack’s Operations team labels an order, a unique tracking number is uploaded to the Order Details page under the Shipment Breakdown section. This tracking number links directly to the carrier’s website, allowing you to monitor the shipment’s progress from the Jetpack fulfillment center to your customer. What Happens Automatically:

• Tracking information is automatically synced to the e-commerce platform from which the order was imported
• For orders imported from Shopify, Amazon, or other integrated platforms, your customers receive tracking updates directly from your store

What Requires Manual Action:

• For manually created orders (e.g., manual entry or Excel uploads), you must manually share the tracking details with your customer
• You can subscribe to order updates to receive tracking notifications via your team’s email address (do not use customer emails)

---

​

Shipment Status Explained

As your orders move through the fulfillment and delivery process, they progress through different statuses that indicate where the package is in its journey.

---

​

Viewing Tracking Information

You can access tracking details directly from the Jetpack dashboard by navigating to the Order Details page for any shipped order.

---

​

Tracking Updates and Timing

​

When Tracking Information Becomes Available

Once an order is labeled, tracking details will be uploaded to the Jetpack dashboard. However, the first carrier scan typically doesn’t occur immediately. Carrier Scan Timing:

• The initial carrier scan takes place when the shipment arrives at the carrier’s facility
• Packages are typically scanned on the following business day

Example: If an order is picked up on a Friday, the first scan may not occur until the following Monday.

​

Final-Mile Deliveries

The final leg of delivery may involve a handoff to another carrier, which can affect how tracking information appears. Domestic Shipments: For domestic shipments, Jetpack works with carriers who hand off delivery to USPS. Once the handoff occurs, a new USPS tracking link appears on the tracking page, allowing you to follow your package’s progress. International Shipments: For international shipments, carriers transfer packages to local carriers for the final delivery stage. In these cases, detailed tracking information might be limited, but you can usually find additional updates by visiting the original carrier’s website.

---

​

Tracking Issues and Claims

​

Stalled or Missing Tracking Updates

If tracking information has not updated within the expected timeframe, you can file a lost in transit parcel claim by using the chat feature in your Jetpack dashboard or submitting a case to the Jetpack Care team. Important Limitations:

• Jetpack can only file claims for orders shipped using Jetpack-generated labels
• For shipments using prepaid labels, contact the carrier directly

For detailed guidance on filing claims, see How to Submit a Claim.

​

”Delivered” But Not Received

Jetpack will not file lost in transit claims or offer refunds for orders marked as Delivered or orders that have a final scan, unless there is carrier confirmation of a misdelivery. What Qualifies as a Misdelivery: A misdelivery occurs when the order is delivered to the wrong location. Examples include:

• The order is in another country as stated in the carrier tracking
• The proof of delivery shows the order in a trash bin
• Carrier confirms delivery to an incorrect address

---

​

Tracking FAQs

When can I expect to receive tracking information?

Once an order is labeled, tracking details will be uploaded to the Jetpack dashboard immediately. However, the first carrier scan typically occurs on the following business day after pickup.

When does the first carrier scan occur?

The initial carrier scan takes place when the shipment arrives at the carrier’s facility. Packages are typically scanned on the following business day.Example: If an order is picked up on a Friday, the first scan may not occur until the following Monday.

What if tracking updates stall or do not appear?

If tracking information has not updated within the expected timeframe, you can file a lost in transit parcel claim by using the chat feature in your Jetpack dashboard or submitting a case to the Jetpack Care team.Note: Jetpack can only file claims for orders shipped using Jetpack-generated labels. For shipments using prepaid labels, contact the carrier directly.

What if the tracking status shows 'delivered' but the customer did not receive the order?

Jetpack will not file lost in transit claims or offer refunds for orders marked as Delivered or orders that have a final scan, unless there is carrier confirmation of a misdelivery.A misdelivery occurs when the order is delivered to the wrong location (e.g., the order is in another country as stated in the carrier tracking, the proof of delivery shows the order in a trash bin, etc.).

How are final-mile deliveries handled?

Domestic Shipments: For domestic shipments, we work with carriers who hand off delivery to USPS. Once the handoff occurs, a new USPS tracking link appears on the tracking page, allowing you to follow your package’s progress.International Shipments: For international shipments, carriers transfer packages to local carriers for the final delivery stage. In these cases, detailed tracking information might be limited, but you can usually find additional updates by visiting the original carrier’s website.

How long is carrier tracking valid?

Once generated, carrier tracking is valid for 120 days and will expire after this period.Note: This is a carrier limitation and cannot be retrieved by Jetpack once it has expired.

---

​

Let’s Dive Deeper