Tracking updates may not appear for several reasons. The issue can come from your setup, the carrier, or Synctrack Order Tracking. In this article, you’ll find the most common causes and steps to resolve them.

Why does my shipment show “No info”?

This means we haven’t received any tracking events from the carrier yet.

Why does this happen?

• The carrier hasn’t scanned the package
• The shipping label was just created
• The package hasn’t been picked up
• The tracking number may be incorrect
• The carrier name may be incorrect.

What should I do?

1️⃣ Check it yourself

• Confirm the tracking number is correct
• Make sure the shipment was created more than 24-48 hours ago
• Verify that the correct carrier is selected

2️⃣ Check with the carrier

• Track the number directly on the carrier’s website
• Confirm whether the package has been picked up or scanned

3️⃣ Contact Synctrack Order Tracking support

Reach out if:

• There are no updates after 72 hours
• Tracking works on the carrier website but not in the app

Please include:

• Tracking number
• Carrier name

Why does my shipment show “Pending”?

This means the carrier has received shipment information but hasn’t processed or scanned the package yet.

Why does this happen?

• The label was created
• Shipment information was submitted
• Pickup is scheduled

What should I do?

1️⃣ Check it yourself

• Review the latest tracking event
• Check how long the shipment has been pending

2️⃣ Check with the carrier

• Confirm whether the parcel has been picked up
• Ask if there are delays in processing

3️⃣ Contact Synctrack Order Tracking support

Reach out if:

• The shipment remains pending for more than 3–5 days
• The carrier confirms it has moved, but Synctrack hasn’t updated

Why does my shipment show “Courier not support”?

This means the selected carrier isn’t currently supported for automatic tracking updates.

Why does this happen?

• The carrier isn’t integrated
• The tracking format can’t be recognized

What should I do?

1️⃣ Check it yourself

• Confirm the carrier name is entered correctly
• Verify the tracking number format

2️⃣ Check with the carrier

• Confirm that the tracking number is valid
• Get the official tracking URL you can share with customers

3️⃣ Contact Synctrack Order Tracking support

If you’d like us to review this carrier, please provide:

• Carrier name
• Example tracking number
• Official tracking website

We evaluate carrier requests based on demand and technical feasibility.

Why does the tracking status update on the carrier website but not in Synctrack Order Tracking?

This may happen due to synchronization delays. Carrier systems and Synctrack Order Tracking don’t always update in real time. In some cases, carrier websites refresh faster than their API tracking services which we are connected to.

What should I do?

1️⃣ Check it yourself

• Refresh the shipment in your dashboard
• Wait 1–2 hours to see if it updates automatically

2️⃣ Check with the carrier

• Confirm the latest event timestamp

3️⃣ Contact Synctrack Order Tracking support

If the status hasn’t updated after several hours, provide:

• Tracking number
• Screenshot from the carrier website
• Carrier name

Why is my shipment stuck “In transit” for several days?

“In transit” means the parcel is moving through the carrier’s network, but it hasn’t reached the next scan location.

Why does this happen?

Delays can occur due to:

• Customs clearance
• Weather conditions
• High seasonal volume
• Routing between distribution centers

What should I do?

1️⃣ Check it yourself

• Review the last scan location and timestamp
• Confirm if the shipment is international

2️⃣ Check with the carrier

• Ask if there are transit delays
• Request an estimated delivery update

3️⃣ Contact SyncTrack Order Tracking support

If:

• The shipment hasn’t updated for more than 5–7 days
• The carrier confirms movement but Synctrack doesn’t update

Why does my shipment show “Delivered” but the customer says they didn’t receive it?

Carriers mark shipments as delivered based on their internal confirmation process.

Why does this happen?

• Delivered to mailbox or parcel locker
• Delivered to neighbor or building reception
• Marked delivered prematurely

What should I do?

1️⃣ Check it yourself

• Review delivery timestamp and location
• Confirm delivery address

2️⃣ Check with the carrier

• Request proof of delivery
• Ask about GPS confirmation or signature

3️⃣ Contact SyncTrack Order Tracking support

If:

• Delivery details look incorrect
• The tracking status appears inconsistent

Why was the carrier detected incorrectly?

Automatic carrier detection is based on tracking number format. Some tracking formats are shared across multiple carriers.

What should I do?

1️⃣ Check it yourself

• Manually select the correct carrier
• Confirm the tracking format

2️⃣ Check with the carrier

• Verify the official carrier name

3️⃣ Contact Synctrack Order Tracking support

If the system consistently detects the wrong carrier for valid tracking numbers.

Why are multiple shipments not updating at the same time?

Why does this happen?

• A temporary carrier delay
• A regional outage
• A system synchronization issue

What should I do?

1️⃣ Check it yourself

• Confirm if all affected shipments use the same carrier

2️⃣ Check with the carrier

• Verify if they are experiencing system delays

3️⃣ Contact Synctrack Order Tracking support

If multiple shipments across your store are affected simultaneously.

Why are today’s fulfilled orders not showing in “Tracked shipments”?

This usually happens when tracking numbers haven’t been synced yet.

Why does this happen?

• The order was fulfilled but no tracking number was added
• The tracking number was added but not synced yet

What should I do?

1️⃣ Check it yourself

• Confirm the order has a tracking number in Shopify
• Make sure the tracking number is assigned to a carrier
• Refresh the Synctrack dashboard

2️⃣ Check with the carrier

• Confirm the tracking number is active

3️⃣ Contact Synctrack Order Tracking support

If fulfilled orders still don’t appear after several hours.

Why is the tracking page not finding the order when customers enter Order ID and email?

Why does this happen?

• The order doesn’t have a tracking number yet
• The order hasn’t been synced
• The email entered doesn’t match the order email

What should I do?

1️⃣ Check it yourself

• Confirm the order has tracking added
• Confirm the customer is entering the correct email
• Verify the order exists in Synctrack

2️⃣ Check with the carrier

Not required unless tracking is missing.

3️⃣ Contact SyncTrack Order Tracking support

If the order exists in Shopify but can’t be found in the tracking page.

Why does the tracking number not route correctly when entered in lowercase?

Some tracking formats are case-sensitive depending on carrier detection.

What should I do?

1️⃣ Check it yourself

• Try entering the tracking number in uppercase
• Confirm no extra spaces were added

2️⃣ Check with the carrier

• Confirm the official tracking format

3️⃣ Contact Synctrack Order Tracking support

If the routing issue continues.

Why are shipments without tracking number not searchable on the tracking page?

By default, the tracking page only works for orders that contain a tracking number.

If no tracking number is added:

• Customers cannot retrieve the order
• The system will show “Order not found”

To adjust this:

Configure tracking page to allow search for unfulfilled orders or orders without tracking number.

Updated on: 26/02/2026