Roadcase guide
How to find late and stuck packages in your Shopify store
What counts as a late, stuck or never-scanned package, how to find them across your Shopify orders, and what to do about each one.
Short answer: Check every shipped order that isn't delivered yet and sort the problems into four groups: never scanned after the label was made, stuck with no new scan for several days, late past the expected delivery date, and returned or in exception. Act on each group the same day, starting with the shopper email.
The four kinds of problem package
| Problem | What it looks like | Usual cause |
|---|---|---|
| Never scanned | Label created, no carrier scan after a day or two | Missed pickup, package left at the warehouse, label reprinted |
| Stuck | No new scan for three or more business days while in transit | Mis-sort, damaged label, network backlog |
| Late | Past the carrier's expected delivery date | Weather, volume, a missed connection |
| Exception or returning | Address problem, delivery attempt failed, return to sender | Bad or incomplete address, no access, refused |
How to find them by hand
- In Shopify admin, filter orders to fulfilled orders from the last two to three weeks.
- Open the tracking for each one that isn't marked delivered and note the last scan date and the expected delivery date.
- Sort them into the four groups above. A spreadsheet with order number, carrier, tracking number, last scan and status works.
- Repeat daily. Problems found on day one are easier to fix than problems found on day five.
This takes minutes at 20 orders a week and hours at 200, which is the point where most stores automate it.
What to do with each group
- Never scanned: check with whoever packs (you, your team or your 3PL) that it actually left. If it didn't, ship it today and tell the shopper.
- Stuck: email the shopper that it's delayed and you're watching it. If there's still no scan after a few more days, contact the carrier and plan a replacement.
- Late: apologize, give the new expected date if there is one, and say when you'll update them next.
- Exception: fix the address with the carrier quickly, before the package starts its way back.
When a package is truly lost, our lost package claims guide covers filing with each carrier.