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🚚 Tracking Delay Protocol for Shipped Orders

Learn how to troubleshoot stalled shipments with step-by-step checks in NetSuite, carrier tracking, warehouse contact, and escalation steps.

Updated over 2 months ago

Here's a clear step-by-step recommendation for what to do if you see an order in ConnectHub that shows as shipped two days ago but has no updated tracking information:

1️⃣ Step 1: Check NetSuite for Fulfillment Confirmation

  • Why: NetSuite is typically the system of record for order fulfillment.

  • Action: Look up the order in NetSuite and confirm:

    • If the fulfillment was completed.

    • If a tracking number was generated.

    • Which warehouse fulfilled the order.


2️⃣ Step 2: Review Tracking Details

  • Why: Sometimes tracking numbers are generated but not yet scanned by the carrier.

  • Action: Copy the tracking number and manually check it on the carrier’s website (UPS, FedEx, USPS, etc.).

    • If the carrier site shows “Label Created” but no movement, the package may still be at the warehouse.

    • If the site shows no information at all, the label may not have been transmitted or scanned.


3️⃣ Step 3: Contact the Warehouse (If No Movement or Scan Exists)

  • Why: They can confirm if the package actually left the facility.

  • Action: Email or call the warehouse team and reference the order and tracking number.

    • Ask if the package was picked up by the carrier.

    • Request any additional scan or dispatch confirmation.


4️⃣ Step 4: Create a Case with the Carrier (If Warehouse Confirms Shipment)

  • Why: The carrier may be able to locate or escalate delayed/missing shipments.

  • Action: Submit a case or ticket with the carrier providing:

    • Tracking number

    • Ship date

    • Ship-from and ship-to address

    • Description of package (if needed)


5️⃣ Step 5: Escalate to Supervisor (If Delivery Is Time-Sensitive or Lost)

  • Why: If this is a critical order or the customer is frustrated, leadership may approve a no-cost reshipment.

  • Action: Contact your supervisor with all your findings and recommend a no-charge replacement, if appropriate.

    • Include evidence: NetSuite fulfillment, warehouse confirmation, tracking status, and customer urgency.


🌲 Summary Decision Tree

Condition

Next Step

NetSuite shows fulfilled but no tracking update

Check tracking site

Tracking says "Label Created" only

Contact warehouse

Warehouse confirms it shipped

File carrier investigation

Carrier can't locate, customer needs it fast

Escalate to supervisor for $0 reship

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