On this page
Before you start
Two symptoms come back to the same place. Either the marketplace refuses the tracking you send it, or an order you forwarded to your webshop or warehouse turns up there without a carrier, or with a code such as PT_DHL instead of the plain carrier name your own system expects.
Every system names carriers in its own way. A marketplace order arrives with that marketplace's own carrier code, and your webshop or warehouse knows the same carrier under another name. e-tailize translates between the two automatically on a forwarded order. Our support team sets that translation up, it is not a setting in your account.
Steps
- Click "Fulfillment" in the left sidebar, then "Orders", and open the order that went wrong.
- Click "Fulfill" in the "Fulfil order" panel on the right.
- Check the code you registered under "Track and trace code". e-tailize accepts letters and digits only, between 4 and 50 characters. An empty box gives "Track and trace must not be empty", and a code carrying a space, a dash or a slash gives "Track and trace code was of invalid format".
- Check the carrier under "Transport carrier" against the label on the parcel.
- Does an item still have an "Amount" dropdown next to it? Then those pieces are not registered yet: pick the amount, pick the carrier, fill in the code and click "Send".
- Does your shipment already sit under "Shipped items"? Then leave it. There is nothing left to pick an "Amount" for, so the dialog sends nothing, and a second registration would report the shipment twice.
- Send us the order number, the carrier and the tracking code in the chat. A refusal on a code of the right format is a carrier translation we add or correct for your connection.
- Does a forwarded order arrive without a carrier, or with a code such as PT_DHL? Send us the order number and the carrier in the chat. Adding the missing translation for your connections is the fix, it is not a setting in your account.
What happens next
Once the shipment registers, the marketplace receives the carrier and the tracking code, the "Shipped" count on the order goes up, and an order that is shipped in full moves to "Closed".
On a forwarded order none of that is manual. With "Track and trace forwarding" on, the tracking your own system produces travels back and closes the order on the marketplace.
Common problems
The marketplace keeps rejecting the tracking you send. The carrier name travelling with the shipment is not the one that marketplace expects. Ask us to add or correct it.
A forwarded order arrives without any carrier. There is no translation for that carrier on your connections. Same fix, one message to us.
Your carrier is not in "Transport carrier". That list is maintained by e-tailize, it is not a setting in your account. Tell us in the chat which carrier you ship with.
A switch you need is missing from a grid. The page says so itself: "Please contact us if you are missing a switch."
FAQ
Can I add a carrier or change a translation myself?
No. We add a carrier and correct a translation for you. Ask us in the chat and name the carrier and the marketplace, so we know which pair to add.
Do I always have to fill in a tracking code?
For a carrier that ships with tracking, yes. Without a code the shipment is not registered and the dialog answers "Track and trace must not be empty".
Can I ship part of an order now and the rest later?
Yes. Each item that still has pieces to ship has an "Amount" dropdown, from 0 up to the number still to ship. An item you shipped in full moves to "Shipped items" in the dialog and has no dropdown. The rest ships later with its own code, and the order moves to "Closed" only once everything is shipped.
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