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Explaining Order/Shipment Statuses and Events

During the lifetime of an order and its belonging shipment(s), the order/shipment passes different statuses and a various number of events occur. These statuses and events are either set by the shop, by Seven Senders or triggered due to incoming tracking updates of carriers. Moreover, the statuses/events are displayed on the tracking page of consumer and trigger notifications to proactively inform the consumer (if set-up in Notifications). 

When requesting tracking updated from the carriers, Seven Senders Portal is receiving hundreds of different carrier messages. These carrier messages are mapped on different events and statuses that can occur in the history of a shipment. Due to the generalization of carrier messages, the performance of carriers is comparable and can be monitored in Analytics. 

In the following each existing statuses and events on order and shipment level are described in detail.

Explanation

A status describes a state in which the order /shipment is on a high level. It displays the key information for the consumer. Events are happening on a more detailed level. Multiple events can happen meanwhile the order/ shipment is in a certain status. There are events initiating a status switch and some that do not come with a status change. 

Statuses are visible on the tracking page. Events are primarily used to trigger notifications and analyse the lifetime of a parcel.

Example 1

A shipment is in status "New". The carrier informs that it is aware of the shipment and has received the data for the upcoming shipment. The carrier message initiates a switch of the shipment from status "New" to status "Info" and the event "Delivery requested at the carrier's" is created. 

Example 2

A shipment is in "Pickup". The carrier informs that the shipment has been scanned in the distribution center. The carrier message initiates a switch of the shipment from status "Pickup" to status "Hub Scan at LMC" and the event "(First) hub scan" is created. The carrier later informs that the shipment is delayed due to operational problems. To generalize this Carrier message then creates an event "Delayed", but the status of the shipment does not change and is still in "Hub Scan at LMC". The event can trigger a notification informing the customer about the delay. It can also be used to analyse the performance of the carrier. 

Overview Status

The statuses are listed per level - order, outbound and return shipment. Each level has dedicated status. 

Order Status

Status Description 
newIf the order is created in Seven Senders Portal (pushed by the customer via API/Plugin), the order automatically gets the order status 'new'.
paidThe shop has the possibility to update the status of the order via API/Plugin. It is not a mandatory status. The shop can use the status to monitor the payment process.
in_productionThe shop has the possibility to update the status of the order via API/Plugin. It is not a mandatory status. The shop can use the status to monitor the fulfillment process in the different warehouses. The status 'in production' is recommendable for shops that produce on demand.
in_preparationThe shop has the possibility to update the status of the order via API/Plugin. It is not a mandatory status. The shop can use the status to monitor the fulfillment process in the different warehouses.
shippedThe order is shipped as soon as a first shipment belonging to the order is created in the  Seven Senders Portal system.
completedThe order is in status completed, if all belonging shipments are delivered and the boarding complete parameter is set on 'yes'.

Outbound Shipment Status

Status Description 
NewAs soon as the shipment is created in  Seven Senders Portal, it gets the status 'new'.
PickupThe shipment is picked up as soon as the planned pickup date of a shipment equals or is smaller than the current date. The planned pickup date is set by the shop for each shipment. It is not necessarily the real pickup date of the shipment.
InfoThe shop can electronically announce the shipment at the carrier's and provide already shipment information. This happens before the first hub scan at the carrier's hub.
Hub Scan at LMCAs soon as the shipment has been scanned for the first time at the carrier's hub, the shipment is in status 'Hub Scan at LMC'. Depending on the carrier and the destination country, the shipment passes a various number of carrier hubs / distribution centers.
Out for DeliveryThe shipment has been loaded onto the delivery vehicle of the last mile carrier. In case of a failed delivery attempt, the shipment is still in status 'out for delivery'.
Delivered to pickup pointIf the parcel is delivered to a pickup point, the shipment is in status 'delivered to pickup point'. The consumer can directly select a pickup point as delivery address. In case of home delivery, the carrier can deliver the parcel to a pickup point, if the recipient is not at home.
DeliveredAs soon as the consumer received the shipment, it is delivered. It is a final status.
LostIf the carrier informs about the loss of a shipment, the shipment is set to status 'lost'.

Return Shipment Status

Status Description 

Return created

If a return shipment is created in the Seven Senders portal (pushed via API). A shipment is marked as a return by using the tag on the API POST shipment "return_parcel = true". 

Return dropped off

The return shipment has been dropped off by the consumer at a drop-off point - this can be a parcel shop, post office etc.

Return picked up

The carrier has picked up the parcel from the drop-off point to further process it. 

Return in transit

As soon as the return shipment has been scanned for the first time at the carrier's hub, the shipment is in status "Return in transit".
Depending on the carrier and the destination country, the shipment passes a various number of carrier hubs / distribution centers.

Return delivered

As soon as the carrier informs that the return parcel is delivered, the return shipment is in status "Return delivered"
Depending on the physical return process of the shop, this does not necessarily mean that the return shipment has been returned to the warehouse, it can also be delivered to the return hub of the carrier.
[we are currently working on a solution to further specify the return delivered status]

Return lost

The carrier informs about the loss of the return shipment.

Overview Events

The events are listed per level - order, outbound shipment, return shipment and shared events for return as well as outbound shipments (= shipment). The order as well as outbound and return shipment have dedicated events. Nevertheless the return shipments and outbound shipments also have shared events marked as level "shipments". 

Order Events

Event Type
Description
Availability to Trigger Notifications 
Order completedAn order is completed, if all shipments of the order are delivered including the boarding complete parameter set on 'yes' . Delivered means the belonging shipments are in status 'delivered'. Final events that indicate the delivered status of the shipment are 'delivered', delivered to third party and 'return delivered'.
Order createdIf the order is created in  Seven Senders Portal (pushed by the customer via API), the event is automatically created.
Order delayedThe shop can transfer a promised delivery date when creating the order in  Seven Senders Portal. It is not a mandatory field. The order is delayed if the current date exceeds the promised delivery date.  ❗ As soon as email address has been transferred with shipment creation
Order is being preparedThe order status 'order is being prepared' can be pushed by the shop via API (POST order_states). It is not mandatory to push status updates of an order. The shop can use it to monitor the performance of the fulfillment process and to proactively inform consumer about their order. Being prepared means to pick and pack the parcel. If the status is updated, the event is also generated.
Order paidThe order status 'order paid' can be pushed by the shop via API (POST order_states). It is not mandatory to push status updates of an order. The shop can use it to monitor the performance of the fulfillment process and to proactively inform consumer about their order. If the status is updated, the event is also generated.
Ordered items are being producedThe order status 'order items are being produced' can be pushed by the shop via API (POST order_states). It is not mandatory to push status updates of an order. The shop can use it to monitor the performance of the fulfillment process and to proactively inform consumer about their order. To announce that order items are being produced is especially interesting for shops that produce on demand. If the status is updated, the event is also generated.

Outbound Shipment Events

Event Type
Description
Availability to Trigger Notifications 
Shipment createdAs soon as the shipment is created in the Seven Senders Portal - sent via API. 
On the way to distribution centerThe event is a dummy state. The customer can define (needs to be set-up in the Seven Senders Portal admin panel) how many hours after the Planned Pickup date of the shipment the event will be triggered. This is especially useful for shipments with longer line-haul lead times.

Example
Shipment has planned pickup date on Monday at 7AM. The event “On the way to distribution center” has been set up to be triggered 15 hours after the Planned pickup date. In this case it will be on Monday at 10PM. First Hub scan for this shipment happens on Wednesday at 10AM.Having the event “On the way to distribution center” helps to show to the end-consumer that the shipment is on its way.

❗Please inform your customer operations manager to set-up the number of hours.
FHS timeoutWhen setting up Service Level Agreements (SLA) in the Settings menu of Seven Senders Portal, a shop can define a number of hours (excluding weekend) after which the event 'FHS timeout' is triggered. If x number of hours after the Planned Pickup date no First Hub Scan (FHS) has taken place, the event is triggered. The shop can use it for internal monitoring purposes.

Example
Shipment has planned pickup date on Monday at 7AM. For this carrier FHS usually happens within 24 hours after Planned Pickup Date. FHS timeout event will be triggered 24 hours after Planned pickup Date if FHS has not taken place.Two cases are possible here:
  • shipment has FHS within 24 hours after Planned Pickup date -  FHS timeout is not triggered
  • FHS has not taken place within 24 hours after Planned Pickup date - FHS is triggered. This indicates that the carrier is facing a delay and an investigation can be started.
This event allows to monitor delays in FHS.

❗Please make sure the SLA settings are complete.
[more details here]
(First) Hub scanThe event is triggered, if the parcel has been scanned more than once (first hub scan) at the carrier's hub.
Out for deliveryThe parcel has been loaded on the delivery vehicle.
FDA timeoutWhen setting up the Service Level Agreements (SLA) in the Settings menu of  Seven Senders Portal, the shop can define a number of days (excluding weekend) after which the event 'FDA timeout' is triggered. If after x number of days after the planned pickup date no First Delivery Attempt (FDA) has taken place, the event is triggered. The shop can use it for internal monitoring purposes.
❗Please make sure the SLA settings are complete.
[more details here]
DelayedThe shipment is delayed as soon as the current date exceeds ETA date (FHS + SLA days) and is not delivered yet. A shipment can also be delayed as soon as the carrier announces delays.
Please make sure the SLA settings are complete.
[more details
 here]
Delivered to a pick-up pointIf the parcel is delivered to a pickup point, the event 'delivered to a pickup point' is triggered. The consumer can directly select a pickup point as delivery address. In case of home delivery, the carrier can deliver the parcel to a pickup point, if the recipient is not at home.

Storage period at the pick-up point exceeded


The carrier announces that the storage period of the parcel at the pick-up point has been exceeded. The parcel will then be automatically returned to the consignor (= postal return).
Collected from pick-up pointThe recipient has collected the parcel from a pick-up point - with that the parcel is finally 'Delivered'.
Delivered to a third partyIn case the recipient is absent, the carrier delivered the parcel to a third party such as a neighbor, flat mate, reception etc. In this case the shipment is seen as delivered.
DeliveredAs soon as the carrier informs that the parcel is delivered. The event can be initiated either, if the shipment is 'Delivered' [to recipient], 'Delivered to a third party' or after a delivery to a pick-up point as soon as the recipient has collected it [= 'Collected from pick-up point]. 

Cash on delivery update


The carrier has provided additional information on the customer's Cash on Delivery payment.
Wrong addressThe carrier reports a wrong delivery address.
Shipment lostThe carrier informs about the loss of a shipment.
Light damageThe carrier announces a light damage to the parcel.
Heavy damageThe carrier announces a heavy damage to the parcel.
InternationalThe parcel has left the country of origin.

Return Shipment Events

Event TypeDescriptionAvailability to Trigger Notifications 
Return shipment createdA shipment with parameter return parcel 'yes' is created in  Seven Senders Portal.
Delivered to a drop-off pointIn case of a return, the consumer brings the parcel to an official drop-off point of the carrier. 

Return picked up

The carrier has picked up the parcel from the drop-off point for further processing. 

(First) Return hub scan

The event is triggered, if the return parcel has been scanned more than once (first hub scan) at the carrier's hub.
Return delivered
[formerly called Returned to warehouse]
The carrier announces that the return shipment has been delivered.

The event was formerly called 'Returned to warehouse', but depending on the physical return process of the shop, this does not necessarily mean that the return shipment has been returned to the warehouse. It can also be delivered to the return hub of the carrier.

In the event and content library in the portal, you have the possibility to adapt the event message and description visible to consumer.
[we are currently working on a solution to further specify the return delivered status] 

Return lost

The carrier informs about the loss of a return shipment.

Return damaged

The carrier announces a damage of the return parcel.

Return delay announced by the carrier

The carrier announces a delay of the return parcel.

Wrong return address

The carrier reports a wrong delivery address.

Shipment Events - shared for return and outbound shipments

Event Type
Description
Availability to Trigger Notifications 
7S hub scanBefore the shipment reaches the hub of the last mile carrier (first hub scan the carrier's hub), the shipment is scanned at the distribution center of Seven Senders. In case the customer ships with Prime Network Delivery solution, the shipment will be potentially re-labeled to select the best fitting last mile carrier.Outbound shipments only
CardedIn case of absence of the recipient, the carrier left a message in the mailbox.Outbound shipments only
Carrier changedThis event only occurs in case of the Prime Network Delivery solution by Seven Senders and occurs in combination with the event '7S hub scan'. In this case the shipment has been re-labeled and another carrier was selected.Outbound shipments only
Contact carrierIn case the carrier is asking for instructions of the recipient or sender regarding the shipment, the event 'contact carrier' is triggered.Outbound shipments only
Delivery address changedThe consumer changed the delivery address of the parcel and the carrier announced it in a carrier message.Outbound shipments only
Delivery date changedThe carrier changed the announced estimated delivery date and announced it in a carrier message.Outbound shipments only
Delivery impossibleIn some cases (e.g. name not found on the mailbox) the delivery of the parcel is impossible for the carrier.Outbound shipments only
Delivery requested at the carrier'sThe shop can electronically announce the shipment at the carrier's and provide already shipment information. This happens before the first hub scan at the carrier's hub.Outbound shipments only
First to Fifth delivery attempt failedEvent is triggered, if the first up to fifth delivery attempt of the carrier was not successful.Outbound shipments only
First to Fifth delivery attempt succeededEvent is triggered, if the first up to fifth delivery attempt was successful. The recipient received the parcel, if it was a home delivery. In case of a delivery to the third party, the fifth delivery attempt is also counted as successful even though the recipient did not personally receive the parcel.Outbound shipments only
GeneralThe event is triggered, if the carrier announces general information about the shipment such as the status of Cash on Delivery options.Outbound shipments only
Notify recipientThe carrier sends mail to the recipient that shipment is not deliverable.Outbound shipments only
Postal returnThe return of the parcel has been initiated by the carrier. Reason for a postal return can be that the parcel has been refused by the recipient, the parcel has not been collected from the pickup point etc.Outbound shipments only
RefusedThe recipient refused the parcel. The delivery attempt failed and a postal return will follow.Outbound shipments only
Routing problemThe carrier announces a routing problem of the parcel.Outbound shipments only
Tracking updateThe carrier provides further tracking information about the parcel.Outbound shipments only

Pending

The carrier announces that the parcel is being stored until further notice.

Non-Trackable Shipment Events 

Shipments can be marked as non-trackable shipments, when sending the shipment via API (shipment POST). Non-trackable shipments do not receive real-time tracking updates from the carrier. This can be for example bulky goods shipped with a special freight forwarder or a carrier delivering small letters. 

Still we offer the possibility to display tracking updates on the tracking page - more details here.

Event TypeDescriptionAvailability to Trigger Notifications 
Non-trackable shipment createdWill be created/displayed when the shipment has been created in Seven Senders Portal (sent via API).
On its wayAs soon as the 'planned pickup date' sent via API for the non-trackable shipment is in the past, the shipment is marked as 'On its way'.

Expected to be delivered

The expected delivery date is calculated by summing up the planned pickup date + the SLA days set-up in the setting for the carrier. If this date is in the past, the event is created.
Please make sure the SLA settings are complete.
[more details here]