Resolving Order Status Issues and Missing Carrier Scans
This knowledge base article provides guidance for resolving common scenarios where orders appear unshipped or tracking information shows inconsistencies due to missing carrier origin scans or other delivery issues.
Common Issues
- Missing carrier origin scans (no pickup scan)
- Tracking events stopped while package is in transit
- Tracking shows "Delivered" but customer reports non-receipt
Resolution Steps
When a package has been shipped but shows no origin "pickup" scan:
- Recommend waiting 24-48 hours (longer for USPS).
- Inform customer that the carrier may not have scanned the package at pickup, but it may still be in transit
- Allow 1-2 additional business days for potential delivery
Important Note: Carriers cannot process claims for packages that never received an origin scan. You may encounter error messages such as:
- UPS: "Cannot submit claim. It seems UPS doesn't have possession of your package yet. Please contact the sender for further assistance. [UPS:E032]"
- FedEx: "Shipment not found" or "Unable to process claim - package not in FedEx network"
- USPS: "Package not found in USPS system" or "Unable to locate shipment"
Resolution Steps:
If the package doesn't arrive within the extended timeframe and still has no pickup scan:
-
First, check with the customer - Ask if they have received the package, as packages can sometimes be delivered successfully even without origin scans appearing in tracking.
- If customer confirms they have NOT received the package:
- Verify internal records with Cahoot that the package was actually shipped and handed to the carrier.
- Contact the carrier directly by phone to report the missing pickup scan.
- If carrier confirms they have no record of pickup, proceed directly to sending a replacement order.
When tracking information stops updating during the delivery process:
- Reassure the customer that this occasionally happens due to carrier processing issues
- Recommend waiting 24-48 hours for tracking to resume
- If tracking remains stalled after the waiting period, proceed to filing a carrier claim
When tracking indicates delivery but the customer has not received their package:
Ask the customer to:
- Check with household members who may have received the package
- Look in alternative delivery locations (garage, side door, with neighbors)
- Check apartment/building mail rooms or reception areas
- Verify the delivery address is correct
- If package cannot be located after these steps, proceed with filing a carrier claim
File a Claim
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1-800-742-5877 | File Claim with UPS |
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1-800-275-8777 | File Claim with USPS |
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1-800-463-3339 | File Claim with FedEx |
Note: Consider sending a replacement order if the claim is unresolved. To send a replacement order to the customer, use the manual import module or place a custom order directly in your sales channel.