During the lifetime of an order, order items and their belonging shipment(s), the order/ order item / shipment passes through 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 from carriers. In addition, the events are displayed on Seven Senders tracking pages and used to trigger notifications, if configured.
The Seven Senders Portal receives hundreds of different carrier messages and we map them onto our standard events and statuses. Due to this 'harmonisation' of carrier messages, the performance of carriers is comparable and can be monitored in Analytics. In addition all understanding what is happen with an order/order item/shipment is easy, as it's always the same, regardless of carrier.
In the following each existing statuses and events on order and shipment level are described in detail.
TABLE OF CONTENTS
Explanation
A status describes the stage in the delivery journey the order / order item / shipment is in e.g. Out for Delivery. Events are the things that happen while an order/ order item / shipment moves through the stages of the delivery journey e.g. shipment delayed. Events provide the granular details of what is happening. Multiple events can happen while an order / order item / shipment is in one particular status. Some events can only happen once while others can happen multiple times and some events come with a status change while others do not.
Statuses and events are visible on the tracking page and events are also used to trigger notifications and analyse the lifetime of a shipment.
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 Statuses
| Status | Description |
| New | If the order is created in Seven Senders Portal (pushed by the customer via API), the order automatically gets the order status 'new'. |
| Paid | The shop has the possibility to update the status of the order via API. It is not a mandatory status. The shop can use the status to monitor the payment process. |
| In Production | The shop has the possibility to update the status of the order via API. 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 Preparation | The shop has the possibility to update the status of the order via API. It is not a mandatory status. The shop can use the status to monitor the fulfillment process in the different warehouses. |
| Shipped | The order is shipped as soon as a first shipment belonging to the order is created in the Seven Senders Portal system. |
| Completed | The order is in status completed, if all belonging shipments are delivered and the boarding complete parameter is set on 'yes'. |
| Return on Request | If the order has order items and all order items have the status 'Return on Request' |
| Partial Return on Request | If the order has order items and one or more but not all order items have the status 'Return on Request' |
| Return Shipped | If the order DOES NOT have order items, A return shipment is created and is in anyone of these statuses "Return Picked Up" "Return Dropped Off" or "Return in Transit" OR If the order HAS order items, all order items have the status 'Return Shipped' |
| Partial Return Shipped | If the order HAS order items, one or more but not all order items have the status 'Return Shipped' |
| Returned | If the order DOES NOT have order items, All return shipments have the status 'Returned' OR If the order HAS order items, all order items have the status 'Returned' |
| Partial Return | If the order HAS order items, one or more but not all order items have the status 'Returned' |
| Refunded Requested | If the order HAS order items, all order items have the status 'Refund Requested' |
| Partial Refunded Requested | If the order HAS order items, one or more but not all order items have the status 'Refund Requested' |
| Refunded | If the order DOES NOT have order items, shop can update the status via API. This is not mandatory OR If the order HAS order items, all order items have the status 'Refunded' |
| Partial Refund | If the order HAS order items, one or more but not all order items have the status 'Refunded' |
Order Item Statuses
| Status | Description |
| New | If the order item is created in Seven Senders Portal (pushed by the customer via API), the order item automatically gets the status 'new'. |
| Shipped | A shipment is created for the order item |
| Delivered | The order items shipment has status 'Delivered' |
| Return on Request | A return shipment is created for the order item |
| Return Shipped | The order items return shipment is any of the following statuses "Return Dropped Off", "Return Picked Up" or "Return in Transit" |
| Returned to Warehouse | If the order items return shipment has the status "Returned Delivered" |
| Refund on Request | Consumer requests to return an order item via the Seven Senders return portal but the value of the order item is below the cut-off value. This status is automatically updated by the Seven Senders Portal |
| Refunded | Shop can update via the API. This is not mandatory |
Outbound Shipment Statuses
| Status | Description |
| New | As soon as the shipment is created in Seven Senders Portal, it gets the status 'new'. |
| Pickup | The 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. |
| Info | The 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 LMC | As 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 Delivery | The 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 point | If 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. |
| Delivered | As soon as the consumer received the shipment, it is delivered. It is a final status. |
| Lost | If 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 Delivered to Return Hub | NOTE: Only used for return shipments created via the Seven Senders Return Portal. Carrier informs that the return shipment is delivered and the return address of shop return settings is set to "LMC Return Hub" Please contact your Key Account Manager if you wish to update your return settings. |
| Return Delivered to Warehouse | NOTE: Only used for return shipments created via the Seven Senders Return Portal. Carrier informs that the return shipment is delivered and the return address of shop return settings is set to "Return Warehouse" Please contact your Key Account Manager if you wish to update your return settings. |
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
NOTE: To send order notifications you must create the shipment at the same time as the order and ensure the shipment creation includes the consumers email address.
| Event Type | Description | Trigger Type | Max Occurrences Per Order | Can Trigger Notifications for Orders |
| Order created | If the order is created in Seven Senders Portal (pushed by the customer via API), the event is automatically created. | Logic | Once | Not currently but will be available soon |
| Order paid | The 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. | Logic | Once | Not currently but will be available soon |
| Order In Production | The 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 fulfilment 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. | Logic | Once | Not currently but will be available soon |
| Order is being prepared | The 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 fulfilment 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. | Logic | Once | Not currently but will be available soon |
| Order Shipped | If the order has the status 'Shipped' | Logic | Once | Yes |
| Order Delayed | The 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. | Logic | Once | Yes |
| Order completed | An 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'. | Logic | Once | Yes |
| Return Requested | If the order has the status 'Return on Request' | Logic | Once | Yes |
| Partial Return Requested | If the order has the status 'Partial Return on Request' | Logic | Once | Yes |
| Return Shipped | If the order has the status 'Return Shipped' | Logic | Once | Yes |
| Partial Return Shipped | If the order has the status 'Partial Return Shipped' | Logic | Once | Yes |
| Returned | If the order has the status 'Returned' | Logic | Once | Yes |
| Partially Returned | If the order has the status 'Partially Returned' | Logic | Once | Yes |
| Refund Requested | If the order has the status 'Refund Requested' | Logic | Once | Yes |
| Partial Refund Requested | If the order has the status 'Partial Refund Request' | Logic | Once | Yes |
| Order Refunded | If the order has the status 'Refunded' | Logic | Once | Yes |
| Order Partially Refunded | If the order has the status 'Partially Refund' | Logic | Once | Yes |
Order Item Events
Currently we do not have any events for Order Items
Outbound Shipment Events
| Event Type | Description | Trigger Type | Max Occurrences Per Outbound Shipment | Can Trigger Notifications for Outbound Shipments |
| Shipment created | As soon as the shipment is created in the Seven Senders Portal - sent via API. | Logic | Once | Yes |
| Delivery requested at the carriers | The delivery request has been transmitted to the carrier | Carrier Message | Once | Yes |
| Warehouse Pick-up | The current date is equal to or after the planned pick up date of the shipment | Logic | Once | Yes |
| On the way to distribution center | The 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. | Logic | Once | Yes ❗Please inform your customer operations manager to set-up the number of hours. |
| (First) Hub scan | The event is triggered if the parcel has been scanned at a carrier hub for the first time. | Carrier Message | Multiple | Yes |
| 7S Hub Scan | Before 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. | Carrier Message | Multiple | Yes |
| Out for delivery | The parcel has been loaded on the delivery vehicle. | Carrier Message | Multiple | Yes |
| Delivered | As 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]. | Carrier Message | Once | Yes |
| Delivered to a third party | In case the recipient is absent, the carrier delivered the parcel to a third party such as a neighbors's, flat mate, reception etc. In this case the shipment is seen as delivered. | Carrier Message | Once | Yes |
| Delivered to a pick-up point | If 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. | Carrier Message | Once | Yes |
| Delivery Attempt Succeeded (1st - 5th) | Event 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. | Logic | Once | Yes |
| Carded | In case of absence the carrier has notified the recipient. | Carrier Message | Once | Yes |
| Collected from pick-up point | The recipient has collected the parcel from a pick-up point - with that the parcel is finally 'Delivered'. | Carrier Message | Once | Yes |
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). | Carrier Message | Once | Yes |
Delivery Attempt Failed (1st - 5th) | Event is triggered, if the first up to fifth delivery attempt of the carrier was not successful. | Logic | Once | Yes |
| FHS timeout | When 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:
This event allows to monitor delays in FHS. | Logic | Once | Yes ❗Please make sure the SLA settings are complete. [more details here] |
| FDA timeout | When 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. | Logic | Once | Yes ❗Please make sure the SLA settings are complete. [more details here] |
| Delayed | The 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. | Logic OR Carrier Message | Once | Yes ❗Please make sure the SLA settings are complete. [more details here] |
| Wrong address | The carrier reports a wrong delivery address. | Carrier Message | Multiple | Yes |
| Shipment lost | The carrier informs about the loss of a shipment. | Carrier Message | Once | Yes |
| Refused | The recipient refused the parcel. The delivery attempt failed and a postal return will follow. | Carrier Message | Once | Yes |
| Postal Return | The 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. OR In the shop SLAs, you can specify after how many failed delivery attempts a postal return will be initiated Example In the SLA, it is set to postal return after two failed delivery attempts. Then on the second failed delivery attempt the event 'postal return' will be triggered | Logic OR Carrier Message | Once | Yes |
| (Damaged) Light damage | The carrier announces a light damage to the parcel. | Carrier Message | Multiple | Yes |
| Routing problem | The carrier announces a routing problem of the parcel. | Carrier Message | Multiple | Yes |
| Contact Carrier | In case the carrier is asking for instructions of the recipient or sender regarding the shipment, the event 'contact carrier' is triggered. | Carrier Message | Multiple | Yes |
| Delivery Appointment | The recipient and the carrier have agreed on a delivery date | Carrier Message | Multiple | Yes |
| Delivery Date Changed | The carrier has changed the delivery date. | Carrier Message | Multiple | Yes |
| Delivery Address Changed | The consumer changed the delivery address of the parcel and the carrier announced it in a carrier message. | Carrier Message | Multiple | Yes |
Cash on delivery update | The carrier has provided additional information on the customer's Cash on Delivery payment. | Carrier Message | Multiple | Yes |
| Carrier Change | This 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. | Carrier Message | Multiple | Yes |
| International | The parcel has left the country of origin. | Carrier Message | Multiple | Yes |
| General | The event is triggered, if the carrier announces general information about the shipment such as the status of Cash on Delivery options. | Carrier Message | Multiple | Yes |
| Tracking Update | The carrier provides further tracking information about the parcel. A catch all for carrier messages that don't fit within the rest of our standardised events | Carrier Message | Multiple | Yes |
| Pending | The carrier announces that the parcel is being stored until further notice. | Carrier Message | Multiple | Yes |
Return Shipment Events
| Event Type | Description | Trigger Type | Max Occurrences Per Return Shipment | Can Trigger Notifications for Return Shipments |
| Return shipment created | A shipment with parameter return parcel 'yes' is created in Seven Senders Portal. | Logic | Once | Yes |
| Return shipment created via 7S Return Portal | Automatically created when a return shipment is created via the Seven Senders Portal | Logic | Once | Yes |
| Delivered to a drop-off point | In case of a return, the consumer brings the parcel to an official drop-off point of the carrier. | Carrier Message | Multiple | Yes |
Return picked up | The carrier has picked up the parcel from the drop-off point for further processing. | Carrier Message | Once | Yes |
(First) Return hub scan | The event is triggered if the parcel has been scanned at a carrier hub for the first time. | Carrier Message | Multiple | Yes |
| 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] | Carrier Message | Once | Yes |
| Expected to be returned to warehouse | After a set number of hours after the event 'Return Delivered' has been created, this event will be created. The number of hours is set, on the shop level, inside the Seven Senders internal admin panel. If left blank, this event won't generate. Please contact your Key Account Manager if you wish to use this event. | Logic | Once | Yes |
| Return delivered to warehouse | NOTE: Only used for return shipments created via the Seven Senders Return Portal. Return shipment has status 'Return Delivered to Warehouse" | Carrier Message | Once | Yes |
| Return delivered to return hub | NOTE: Only used for return shipments created via the Seven Senders Return Portal. Return shipment has status 'Return Delivered to Return Hub" | Carrier Message | Once | Yes |
| Returned to warehouse | Shop can create via API to mark that the shipment has been returned to the warehouse | API | Once | Yes |
Return lost | The carrier informs about the loss of a return shipment. | Carrier Message | Once | Yes |
Return damaged | The carrier announces a damage of the return parcel. | Carrier Message | Multiple | Yes |
Return delay announced by the carrier | The carrier announces a delay of the return parcel. | Carrier Message | Multiple | Yes |
Wrong return address | The carrier reports a wrong delivery address. | Carrier Message | Multiple | Yes |
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 Type | Description | Trigger Type | Max Occurrences Per Non Tackable Shipment | Availability to Trigger Notifications for Non Trackable Shipments |
| Non-trackable shipment created | Will be created/displayed when the shipment has been created in Seven Senders Portal (sent via API). | Logic | Once | Yes |
| On its way | As 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'. | Logic | Once | Yes |
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. | Logic | Once | Yes ❗Please make sure the SLA settings are complete. [more details here] |