Why is my order status not updating in the portal?

Our system connects to multiple carriers and continuously pulls real‑time tracking data into a single view. However, there can be short periods when your tracking status doesn’t appear to update. Common reasons include:

• Carrier scan delays: The parcel may be in transit between hubs and not yet scanned at the next facility.
• High‑volume days: During sale periods, holidays, or weather disruptions, carrier systems can take longer to push new events.
• Network or connectivity issues: Temporary connectivity issues between systems can delay how quickly new scans appear on your tracking page.

Even when the status looks unchanged, our platform continues to:

• Poll carrier systems and webhooks in the background to fetch the latest data.
• Recalculate the estimated delivery date using AI so you still see a realistic delivery promise.
• Detect potential exceptions (like stuck shipments or repeated failed attempts) and surface them for faster resolution.

When should I be concerned?

• For domestic shipments, if there is no movement for more than 48–72 hours and the EDD has passed, it may indicate a delay or exception.
• If the tracking page shows an exception status such as “Delivery attempt failed” or “Address issue”, you may need to take action.

In these cases, you can:

1. Open your tracking page from the link sent via SMS, WhatsApp, or email.
2. Look for any action buttons (for example “Confirm address”, “Reschedule delivery”, or “Contact support”) and follow the steps shown.

If you still don’t see updates after this timeframe, please contact our support team with your order ID and tracking ID, and we’ll coordinate with the carrier to investigate.