Manage stuck in transit orders
Eshopbox evaluates and analyses the order journey for orders where Eshopbox is the shipping provider. Once the order is shipped, its status is updated as "On the way" on the workspace until it gets delivered.
However, there may be instances when certain orders might get stuck in transit without any update for the last 48 hours. Eshopbox highlights such orders on the workspace for you to keep track of them in real-time and avoid any delivery delays.
There can be various reasons for an order to get stuck in transit.
The order was misrouted and mistakenly sent to an incorrect destination.
Natural calamities like floods, heavy rainfall, etc.
Strike, rallies, and other political issues.
Covid restrictions.
Operational issues.
The order is untraceable.
The order might get lost & damaged.
In this article, you will learn:
How to track orders stuck in transit?
What to do with orders stuck in transit?
What to do if an order is stuck in transit for more than 45 days?
Steps to track orders stuck in transit
You need to follow the below-given steps to track orders stuck in transit:
Step 1: Log in to your Eshopbox workspace.
Step 2: From the header, navigate to Orders > All orders. You will be redirected to the Orders page.
Step 3: From the top pane, click on In Transit > Stuck in transit.
You can track the following details for failed RTS orders to plan the required action:
Reason for stuck in transit
Sales channel: This will help you to identify the resolution, as resolutions may vary for each channel.
Expected delivery date: This will help you understand the delivery SLA of the order. Eshopbox suggests you resolve the issue before the Expected delivery date to avoid any delay or penalty from the marketplace.
Note: You can export or schedule the sales order report as a CSV from your Eshopbox workspace to track the orders stuck in transit. Learn here how to export or schedule report from the Eshopbox workspace.
What to do with orders stuck in transit?
Eshopbox tracks the orders stuck in transit in real-time to avoid delays in delivery. However, you need to understand how to handle such orders.
If the order is sent to the wrong destination or misrouted, it may lead to a breach in the expected delivery date.
Eshopbox suggests you:
to create a duplicate order on behalf of the customer. Learn here how to create an order.
to cancel the delivery of the original order. To do so, you need to raise this to Eshopbox Support.
If an order is stuck in transit at one location for more than 48 hours, it may be due to unavoidable scenarios such as natural calamities, strikes, rallies, political issues, COVID restrictions, or operational issues. Eshopbox automatically escalates such cases to the courier partner to get the order delivered within the estimated delivery date.
In case the estimated delivery date of the order is crossed, Eshopbox suggests you:
Inform the customer about the delay in delivery.
Escalate it to Eshopbox by raising a support ticket. Learn here how to escalate delay in order delivery.
What to do if an order is stuck in transit for more than 45 days?
If an order remains in transit for more than 45 days without any updates, it will be marked as Lost, and a credit note will be issued to you as per the liability. Learn here about the Eshopbox shipping loss coverage policy.