Package Tracking
TimberCloud gives every shipment real-time package tracking with automatic status updates, customer notifications, and hands-off order status management. Once a shipment has a tracking number, TimberCloud keeps it current automatically — you and your customers always see where the package is.
Tip: When you book a shipment through TimberCloud's Carrier Services, the tracking number is captured and registered for tracking automatically — there's nothing extra to set up. Carrier Services are included on Build / Production / Enterprise, or available on Commerce via the Carrier & Freight Services add-on. See Subscriptions & Plans.
Overview
The tracking system provides:
- Real-time status updates as the carrier scans the package
- Multi-carrier coverage through TimberCloud's integrated carrier network
- Automatic order updates when every package is delivered
- Customer notifications at each tracking milestone
- A complete event history for every shipment
How It Works
TimberCloud keeps tracking fresh using two complementary methods through the Parcels App tracking network:
| Method | Timing | Purpose |
|---|---|---|
| Webhook | As it happens | Pushes an update the moment the carrier scans the package |
| Polling | About every 15 minutes | Re-checks all active (not-yet-delivered) shipments to catch anything a webhook missed |
Together, these mean tracking stays current even if a single carrier update is delayed or dropped — the next poll picks it up within about 15 minutes.
Tracking flow
- The order ships and a tracking number is added (automatically when you book a label, or manually).
- The tracking number is registered with the Parcels App tracking network.
- Status updates arrive in real time (webhook) and are reconciled by periodic polling.
- Customer notifications fire at each configured milestone.
- When the package is delivered, the order status updates on its own.
Tracking Statuses
Each shipment moves through these statuses as it travels:
| Status | Description |
|---|---|
| Pending | Tracking created, awaiting the carrier's first scan |
| Info received | The carrier has the shipment details |
| In transit | Package is moving through the carrier network |
| Out for delivery | On the delivery vehicle |
| Delivery attempt failed | Delivery was attempted but couldn't be completed |
| Delivered | Package delivered successfully |
| Exception | A problem occurred with delivery |
| Expired | Tracking is no longer active |
| Cancelled | The shipment was cancelled |
Carrier Coverage
Tracking runs through TimberCloud's integrated carrier network, so you don't connect or maintain individual carrier accounts. The network covers the major small-parcel carriers (for example UPS, FedEx, USPS, and DHL) as well as many regional and LTL freight carriers. The carrier is detected automatically from the tracking number where possible, so you usually don't need to pick one by hand.
Note: Specific carrier names are illustrative of the integrated network, not a fixed or exhaustive list.
Adding Tracking Numbers
Automatically from a booked label
When you book a shipment through TimberCloud's Carrier Services, the tracking number is:
- Captured from the carrier at booking
- Linked to the order
- Registered for tracking updates
- Used to notify the customer (if notifications are enabled)
This is the recommended path — see Booking Shipments.
Manually from an order
If you shipped outside of TimberCloud (or need to add a number by hand):
- Open the order in your dashboard.
- Go to the Shipping section.
- Click Add Tracking Number.
- Enter the tracking number.
- Select a carrier if it isn't auto-detected.
- Add a note if helpful (for example, "Package 1 of 2").
- Save.
Multiple tracking numbers per order
An order can have more than one tracking number — useful for:
- Split shipments from different locations
- Separate packages on large orders
- Different carriers for different items
The order isn't marked delivered until every tracking number on it shows delivered.
Automatic Order Status Updates
When all tracking numbers on an order reach Delivered, TimberCloud automatically:
- Updates the order status to Delivered
- Records the actual delivery date and time
- Marks the order as shipped
- Pushes a real-time update to the dashboard
- Triggers the delivery confirmation notification (if enabled)
You don't have to mark the order delivered yourself — the tracking network drives it.
Customer Experience
Order tracking page
Customers can follow their shipment from their order page, which shows:
- The current status
- The estimated delivery date
- A complete event timeline
- The carrier name and service
- A direct link to the carrier's own tracking page
On the embeddable storefront and hosted website, this view refreshes on its own so customers always see the latest status without reloading.
Event timeline
Each tracking update on the timeline shows the date and time, the location (city, state, country), a status description, and any additional event details.
Email & SMS notifications
You can notify customers at key milestones. Configure these in your notification settings:
| Event | When it fires |
|---|---|
| Shipped | A tracking number is added |
| In transit | The first movement scan |
| Out for delivery | The package is on the vehicle |
| Delivered | The package is delivered |
| Exception | A delivery problem occurs |
Managing Tracking in the Dashboard
Tracking overview
From the Shop and order views you can see all active shipments at a glance — filter by status, search by tracking number, and sort by date or carrier.
Sync now
Tracking refreshes automatically, but if you want the very latest immediately:
- Open the tracking record.
- Click Sync Now.
- TimberCloud fetches the latest status and updates the record on the spot.
You can also sync every tracking number on an order at once.
What's tracked per shipment
For each shipment, TimberCloud stores the tracking number, carrier, current status and details, estimated and actual delivery dates, ship date, origin and destination, the full event history, and when it was last checked.
Best Practices
- Let booking do the work — booking a label through Carrier Services captures and registers the tracking number for you.
- Add manual tracking promptly — if you ship outside TimberCloud, enter the number as soon as the label is created.
- Watch for exceptions — keep an eye on shipments flagged with an exception so you can act early.
- Keep customers informed — enable shipped / out-for-delivery / delivered notifications.
- Double-check the number — confirm the tracking number is entered correctly before saving.
Troubleshooting
Tracking isn't updating
- Confirm the tracking number is entered correctly and in a valid format.
- Allow up to 24 hours after the label is created for the carrier's first scan.
- Use Sync Now to force an immediate refresh.
A new tracking number shows "not found"
- The carrier hasn't scanned the package yet — wait for the first scan (usually within 24 hours).
- Verify the number directly with the carrier and check for typos.
The order isn't marked Delivered
- An order only flips to Delivered when all of its tracking numbers show delivered.
- Open the order and check each tracking number — one stuck in transit will hold the order.
- Sync all tracking on the order, then confirm every package is accounted for.
Related
- Booking Shipments — book labels and capture tracking numbers
- Shipping Rates — rate-shop parcel and freight
- Tracking & Status (Shipping) — the shipping-side tracking reference
- Shop Shipping Dashboard — manage shipments from the Shop surface
- Order Notifications — set up customer status emails and texts