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Explaining Statuses and Events

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. This makes it simple and easy to understand what is happen with an order/order item/shipment as it's always the same, regardless of carrier. 

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 
NewIf the order is created in Seven Senders Portal (pushed by the customer via API), the order automatically gets the order status 'new'.
PaidThe 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 ProductionThe 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 fulfilment 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. It is not a mandatory status. The shop can use the status to monitor the fulfilment 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'.
Return on RequestIf the order has order items and all order items have the status 'Return on Request'
Partial Return on RequestIf the order has order items and one or more but not all order items have the status 'Return on Request'
Return ShippedIf 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 ShippedIf the order HAS order items, one or more but not all order items have the status 'Return Shipped'
ReturnedIf 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 ReturnIf the order HAS order items, one or more but not all order items have the status 'Returned'
Refunded RequestedIf the order HAS order items, all order items have the status 'Refund Requested'
Partial Refunded RequestedIf the order HAS order items, one or more but not all order items have the status 'Refund Requested'
RefundedIf 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 RefundIf the order HAS order items, one or more but not all order items have the status 'Refunded'

Order Item Statuses

StatusDescription
NewIf the order item is created in Seven Senders Portal (pushed by the customer via API), the order item automatically gets the status 'new'.
ShippedA shipment is created for the order item 
DeliveredThe order items shipment has status 'Delivered'
Return on RequestA return shipment is created for the order item
Return ShippedThe order items return shipment is any of the following statuses "Return Dropped Off", "Return Picked Up" or "Return in Transit"
Returned to WarehouseIf the order items return shipment has the status "Returned Delivered"
Refund on RequestConsumer 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
RefundedShop can update via the API. This is not mandatory

Outbound Shipment Statuses

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 Delivered to Return HubNOTE: 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 WarehouseNOTE: 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 createdIf the order is created in Seven Senders Portal (pushed by the customer via API), the event is automatically created.LogicOnceNot currently but will be available soon
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.Logic
Once
Not currently but will be available soon
Order In ProductionThe order status 'Order in Production' 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 in Production is especially interesting for shops that produce on demand. If the status is updated, the event is also generated.LogicOnceNot currently but will be available soon

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 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.LogicOnceNot currently but will be available soon

Order ShippedIf the order has the status 'Shipped'LogicOnceYes
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.  LogicOnceYes
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'.LogicOnceYes
Return RequestedIf the order has the status 'Return on Request'

The customer has request to return the whole order.
LogicOnceYes
Partial Return RequestedIf the order has the status 'Partial Return on Request'

The customer has request to return part of the order.
LogicOnceYes
Return ShippedIf the order has the status 'Return Shipped'

The whole order is currently being returned
LogicOnceYes
Partial Return ShippedIf the order has the status 'Partial Return Shipped'

Part of the order is currently being returned
LogicOnceYes
ReturnedIf the order has the status 'Returned'

The whole order has been returned to the warehouse
LogicOnceYes
Partially ReturnedIf the order has the status 'Partially Returned'

Part of the order has been returned to the warehouse
LogicOnceYes
Refund RequestedIf the order has the status 'Refund Requested'

The customers has requested a refund for the whole order.
LogicOnceYes
Partial Refund RequestedIf the order has the status 'Partial Refund Request'

The customers has requested a refund for the a part of the order.
LogicOnceYes
Order RefundedIf the order has the status 'Refunded'

The customers has received a refund for the whole order.
LogicOnceYes
Order Partially RefundedIf the order has the status 'Partially Refund'

The customers has received a refund for part of the order.
LogicOnceYes

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 createdAs 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 carrierCarrier Message
Once
Yes
Warehouse Pick-upThe 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 MessageMultiple
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.
LogicOnce
Yes
CardedIn case of absence the carrier has notified the recipient.
Carrier Message
Once
Yes
Collected from pick-up pointThe 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 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.
Logic
Once
Yes

❗Please make sure the SLA settings are complete.
[more details here]
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.

If the shipment receives the event 'Delivery Appointment' then the event FDA Timeout won't be triggered.
Logic
Once
Yes

❗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. However, if the shipment receives the event 'Delivery Appointment' the event 'Delayed' won't be triggered. 

A shipment can also be delayed as soon as the carrier announces delays. 'Delayed' events triggered this way are not impacted by the event 'Delivery Appointment.'
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 AppointmentThe recipient and the carrier have agreed on a delivery date
Carrier MessageMultiple
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
Delivery Impossible
The some cases (e.g. name not found on the mail box) the delivery of the parcel is impossible for the carrier.
Carrier Message
Once
Yes

Cash on delivery update

The carrier has provided additional information on the customer's Cash on Delivery payment.Carrier Message
Multiple
Yes
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.
Carrier Message
Multiple
Yes
InternationalThe parcel has left the country of origin.Carrier Message
Multiple
Yes
GeneralThe 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
PendingThe carrier announces that the parcel is being stored until further notice.
Carrier Message
Multiple
Yes

Return Shipment Events

Event TypeDescription
Trigger Type
Max 
Occurrences Per Return Shipment
Can Trigger Notifications for Return Shipments
Return shipment createdA shipment with parameter return parcel 'yes' is created in  Seven Senders Portal.Logic
Once
Yes
Return shipment created via 7S Return PortalAutomatically created when a return shipment is created via the Seven Senders PortalLogic
Once
Yes
Delivered to a drop-off pointIn 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 warehouseAfter 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.
LogicOnce
Yes
Return delivered to warehouseNOTE: 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 hubNOTE: 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 warehouseShop can create via API to mark that the shipment has been returned to the warehouse
APIOnceYes

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 TypeDescription
Trigger Type
Max 
Occurrences Per Non Tackable Shipment

Availability to Trigger Notifications for Non Trackable Shipments
Non-trackable shipment createdWill be created/displayed when the shipment has been created in Seven Senders Portal (sent via API).Logic

Once

Yes
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'.
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]

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