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This guide explains how shipping and tracking information synchronizes between Cahoot and various sales channels, including expected timing and troubleshooting sync delays.

Important: Understanding sync timing helps you manage customer expectations and identify when delays require support intervention. Each marketplace has different sync schedules and technical requirements.

When an order ships through Cahoot:

1Label Generation: Shipping label is created and tracking number assigned

2Tracking Sync: Shipping details automatically update in your sales channel

3Carrier Pickup: Package is scanned by carrier (UPS, FedEx, USPS)

4Customer Notification: Marketplace sends tracking info to customer

Critical: Once the label is created in Cahoot, it automatically triggers the sync to your marketplaces. If the order was manually imported in Cahoot, you must update the tracking manually in your sales channel.

Shopify

  • Normal Sync Time: 15-30 minutes after label is created
  • Maximum Expected: 2 hours
  • Peak Delays: Up to 4 hours during high-volume periods

Amazon (Seller Central)

  • Normal Sync Time: 30-45 minutes after label is created
  • Maximum Expected: 2 hours
  • Peak Delays: Up to 4 hours during peak seasons

eBay

  • Normal Sync Time: 30-60 minutes after label is created
  • Maximum Expected: 2 hours
  • Peak Delays: Up to 4 hours during high-volume periods

Other Platforms

  • WooCommerce: 15-45 minutes
  • BigCommerce: 30-90 minutes
  • Walmart: 45-50 minutes
  • Custom API Integrations: Varies by platform

Normal Delays

  • Carrier Processing Time: Package hasn't been scanned by carrier yet
  • Platform API Limits: Marketplaces throttle how often they accept updates
  • High Volume Periods: Black Friday, holiday seasons, end-of-month rushes
  • Weekend/Holiday Processing: Reduced sync frequency outside business hours

Concerning Delays (Contact Support)

Warning: These issues require immediate attention to prevent customer complaints and platform penalties.
  • No sync after 24 hours
  • Cahoot Order status shows "Shipping Label Ready" or "Shipped" but no marketplace sync for 24+ hours
  • Multiple orders from same batch not syncing
  • Error messages shown on order page 

Step 1: Verify Carrier Scan

  1. Check tracking number directly on carrier website (UPS.com, FedEx.com, USPS.com)
  2. Check the order status in Cahoot

Step 2: Check Marketplace Status

  1. Log into your seller account
  2. Navigate to order details
  3. Look for shipping confirmation or tracking update
  4. Note any error messages or warnings

Step 3: Manual Sync Options

Shopify:

Go to Orders → Select order → "Mark as fulfilled" → Enter tracking manually

Amazon:

Seller Central → Orders → "Confirm Shipment" → Upload tracking

eBay:

My eBay → Sold → "Add tracking number"

Step 4: When to Contact Support

Contact support if:

  • Tracking hasn't synced after expected timeframe for your platform
  • Carrier shows delivery but marketplace still shows "unfulfilled"
  • Customer complaints about missing tracking information
  • Multiple orders experiencing same sync issue

Proactive Communication Templates

For Normal Delays:

"Your order has shipped! Tracking information will appear in your [Platform] account within [X hours]. You can track your package directly at [Carrier Website] using tracking number [XXX]."

For Extended Delays:

"We've confirmed your package is on its way with [Carrier]. Due to high volume, tracking may take up to [X hours] to appear in your account. Rest assured, your order is moving toward you."

Prevention

1Monitor Sync Status: Check a sample of orders daily to catch issues early

2Carrier Relationships: Ensure carriers are properly scanning packages or EOD forms

3Platform Settings: Verify API connections are active and properly configured

4Customer Communication: Set expectations about tracking timing in your shipping policies

When Problems Occur

1Don't Panic: Most delays resolve automatically within 24 hours

2Batch Check: If one order has issues, check others from same time period

3Document Patterns: Note if specific channels have recurring issues

4Escalate Systematically: Follow the troubleshooting steps before contacting support

For Technical Users

  • Check webhook logs if using custom integrations
  • Verify API rate limits aren't being exceeded
  • Monitor platform status pages for known issues
  • Set up automated alerts for sync delays in your marketplace

Before Contacting Support, Have Ready:

  • Order number(s) affected
  • Tracking number(s)
  • Time when order shipped
  • Marketplace where sync is failing
  • Screenshots of order status in both Cahoot and marketplace

Contact Support When:

  • Following troubleshooting steps doesn't resolve the issue
  • Multiple orders are affected
  • Sync delays exceed the maximum expected timeframes listed above
  • You need help with manual sync procedures

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