Tracking Page

Modified on Tue, 14 Apr at 4:26 PM

How to Track Your Order

The public tracking page lets you follow the progress of your delivery — from the moment it is received by the carrier all the way to your door. No account or login is required.

What you will need: your tracking number (also called an Order ID or Reference Number). This is provided by the sender or appears on your shipment confirmation.

1. Opening the Tracking Page

Navigate to the tracking URL provided by your carrier or sender. The address ends in /Customer. You will see the carrier's branded page with their logo and a search box.

2. Searching for Your Order

Steps

Type your tracking number into the Enter your tracking number field.
Click the Track button (or press Enter).
Your order details will appear on the same page.

Tip: The field accepts your Order ID or any Reference Number associated with the shipment (up to three reference numbers are supported). Try each one if the first returns no results.

To start a new search, click the × (clear) button inside the search field, or click the carrier logo in the top-left corner to return to the search page.

3. Understanding Your Tracking Results

3.1 Order Summary

Field	What it means
Tracking #	The unique identifier for your shipment.
Pickup City	The city where the package was collected.
Dropoff City	The destination city for your delivery.

3.2 Delivery Date / Time

Situation	What is shown
Order has been delivered	"Delivery completed on [date and time]" The exact timestamp when your package was delivered, shown in the destination timezone.
Order is in transit with a live ETA	"Expected Delivery — ETA [time]" A real-time estimated arrival based on the driver's current progress. This time is approximate and may change during the day as the driver makes their deliveries.
Order is in transit without a live ETA	"Expected Delivery — Between [start time] and [end time]" The scheduled delivery window for your order.
Order is in transit with remaining stops displayed	If enabled by the carrier, one of the following messages appears below the ETA: "There are [X] stops ahead of yours" — the number of deliveries the driver will complete before reaching you. "You are the next stop" — the driver's very next delivery is yours. The stop count and the estimated time are both approximate and may change during the day as the driver makes their deliveries.

Note on ETAs and remaining stops: Both the ETA and the remaining stop count are recalculated as the driver progresses through their route. They are estimates, not guarantees, and may shift earlier or later throughout the day. Refresh the page manually (press F5) to see the latest values.

3.3 Progress Bar

A visual progress bar shows which stage your order has reached. There are four stages from left to right:

Stage	Label	What it means
1	Received	The carrier has received and logged your order in the system.
2	Assigned	A driver has been assigned to pick up and deliver your package.
3	Picked Up	The driver has collected the package and is en route to the destination.
4	Delivered	The package has been successfully delivered.

Completed stages are highlighted in the carrier's brand color.

4. Order History

The History section lists every recorded event in reverse chronological order (most recent first). Each entry shows:

Date & Time — When the event occurred, in the local timezone of the relevant location (pickup or delivery).
Description — A plain-language summary (e.g., "Order received", "Driver assigned", "Package delivered").
Additional details — If a checkpoint scan occurred, extra context such as the checkpoint name may appear below the description.

On-Hold Shipments

If your shipment is placed On Hold, the history entry is highlighted in red and includes:

The reason the shipment is on hold.
A support phone number (if provided by the carrier) with a prompt to call and resolve the issue.

What to do: Contact the carrier using the phone number shown in the history entry. Have your tracking number ready.

5. Location Map

If your carrier has enabled the location map feature, a map appears below the History section while your order is in transit. The map has two states depending on how close the driver is to your address.

Situation	What the map shows
Order not yet picked up, or live ETA is not yet available	A placeholder map of the delivery area is displayed. No pin marks the exact delivery address at this stage.
Order is picked up and a live ETA is available	The map shows two pins: one for the driver's current location and one for your delivery address. You can zoom in and out to explore the area. The driver's position is not updated automatically — press `F5` to refresh the page and see the latest location.
Order has been delivered	The map is no longer displayed.

Note: The map is only shown when the carrier has chosen to enable it. If no map appears on your tracking page, this feature has not been activated for your shipment.

6. Changing the Language

If the carrier supports multiple languages, a language selector (e.g., EN / FR) appears in the top-right corner. Click your preferred language to switch all page content instantly. Your selection is remembered for future visits.

7. Frequently Asked Questions

My tracking number returns no results — what should I try?

Double-check for typos (copy/paste is recommended).
Try the other reference numbers associated with your shipment.
Wait a few minutes — it can take a short time for a new order to appear.
Contact the sender to confirm the correct tracking number.

The ETA keeps changing — is that normal?

Yes. The ETA is recalculated dynamically as the driver progresses through their route. Earlier stops taking more or less time than expected will shift the ETA for subsequent deliveries, including yours.

The remaining stop count changed or disappeared — why?

The stop count is recalculated continuously as the driver completes deliveries. It is an estimate and will change throughout the day. It is only shown when a live ETA is available— if those conditions are no longer met, the count will not be displayed. Refresh the page manually (press F5) to see the latest value.

The map shows a general area but no driver pin — is that normal?

Yes. The driver's location pin only appears once the order has been picked up and a live ETA is available. Until then, the map displays a placeholder. Refresh the page to check for an updated view.

The status has not updated for a long time — should I be concerned?

Status updates are logged when a driver performs an action (pickup, scan, delivery). Gaps between updates are normal during transit. If the order appears stuck unexpectedly, contact the carrier.

Can I see the driver's live location on a map?

When the location map is enabled and the driver is within 8 hours of your delivery, the map shows the driver's current position alongside your delivery address. The position is not updated automatically — press F5 to refresh the page and see the latest location. No turn-by-turn route is shown.

Last updated: April 2026 | Dispatch Science Support