Tracking
Tracking is automatic. Once a shipment is booked — or once you add a tracking number by hand — TimberCloud watches it for you, updates status on its own, and advances the order to Delivered when every package arrives. Your customers see the same status on their order pages and in email.
Availability: Tracking is part of Carrier Services, included on Commerce and up (paid plans). See Subscriptions & Plans and Booking & Labels.
How tracking works
When you book a shipment, TimberCloud records the carrier's tracking number and monitors it through an integrated tracking network — no per-carrier setup or API keys on your end.
- Automatic updates — status syncs on its own; you don't refresh anything.
- Customer-facing — shoppers see live status on their order pages and in emails.
- One place to watch everything — the Shipping dashboard rolls up every active shipment.
- Auto order completion — when all of an order's packages report delivered, the order moves to Delivered automatically and records the delivery date.
You can also add tracking numbers by hand. If you shipped on your own carrier account or booked freight directly, use Add Tracking Number on the order's Shipping tab and TimberCloud monitors it through the same network. See Adding & monitoring tracking numbers.
Status flow
LABEL CREATED → PICKED UP → IN TRANSIT → OUT FOR DELIVERY → DELIVERED
| Status | Meaning |
|---|---|
| Label Created / Info Received | Shipment booked, awaiting pickup |
| Picked Up | Carrier has the package |
| In Transit | Moving through the carrier network |
| Out for Delivery | On the truck for delivery |
| Delivered | Successfully delivered |
| Exception / Delivery Attempt Failed | A delay or issue needing attention |
How updates arrive
You never have to refresh — tracking keeps itself current two ways.
Automatic polling
TimberCloud polls the tracking network about every 15 minutes. Each cycle checks the active, not-yet-delivered shipments (oldest first) and applies any new status. Shipments that have reached a final state — delivered, expired, or a terminal exception — are skipped, so updates stay timely without re-checking finished ones.
Real-time pushes
On top of polling, the network can push a status change to TimberCloud the moment a carrier scan happens. The two work together: pushes deliver fast updates, and the 15-minute poll guarantees nothing is missed.
Note: There's nothing to configure. Every carrier's tracking runs through the same network — no per-carrier integrations or keys.
You can also click Resync on any tracking number to pull its latest status immediately.
Watching shipments internally
On the order
Open any shipped order's Shipping tab to see each tracking number with its current status, carrier, delivery dates, and a full tracking history timeline of scans (location and time for each event). The Shipping tab refreshes tracking status about every 60 seconds while it's open.
On the dashboard
For a cross-order view, use the Shipping dashboard — a standalone Shipping (truck) menu item, or Shop → Shipping for Production users — with Pending Shipment, Deliveries, and Late Shipments tabs plus metric cards. See The Shipping dashboard.
What customers see
Your customers don't need a TimberCloud account to follow a shipment — tracking is built into the order experience on your storefront and your hosted website.
- Email link — the shipping confirmation includes a tracking link.
- Order page — logged-in customers see live status on their order; the page auto-refreshes about every 60 seconds.
- Carrier page — the tracking number links out to the carrier's own tracking page.
Customers see the current status, location, and estimated delivery date. Tracking appears once a shipment has a tracking number, in both direct-order and quote-based selling modes.
Email notifications
TimberCloud can email tracking milestones (shipped, out for delivery, delivered, exception). Turn these on or off — and add SMS or in-app delivery — under your notification settings. See Order Notifications for the full setup.
Multi-package shipments
For shipments with several packages, each package tracks on its own while the order rolls them up together. The order stays Shipped / In Transit until the last package is delivered — only when every package reports delivered does the order advance to Delivered and stamp the delivery date.
Order status sync
Tracking keeps the order status current without manual updates. Once all of an order's tracking numbers show delivered, TimberCloud advances the order to Delivered, records the actual delivery date, and updates real-time views and the customer — no manual step required.
Handling exceptions
When a shipment hits an exception (address issue, failed delivery attempt, weather delay, damage, or loss):
- Check the exception detail on the order's tracking history.
- Contact the customer if the address needs confirming, or arrange redelivery with the carrier.
- For damage or loss, document the issue and file a claim with the carrier.
- Keep watching the shipment until it resolves.
Troubleshooting
Tracking not updating
- Allow up to 24 hours for the carrier's first scan after pickup.
- Confirm the shipment actually booked (a label exists) or that a tracking number was added.
- Updates sync about every 15 minutes — a brand-new status may take a cycle. Use Resync to pull it now.
- Check the carrier's own tracking page using the number.
Customer can't track
- Confirm the shipping confirmation email was sent (check spam).
- Confirm the order has a tracking number.
- Share the direct carrier tracking link as a fallback.
Next Steps
- Adding & Monitoring Tracking Numbers — track shipments booked outside TimberCloud
- The Shipping Dashboard — the cross-order fulfillment view
- Booking & Labels — book shipments and print labels
- Order Notifications — control tracking emails and SMS