Aftership Order Tracking

https://www.aftership.com/

Enter a tracking number that can be used for shipment tracking to check the logistics history of your Aftership order.

About aftership

AfterShip is a post-purchase software platform for ecommerce merchants, not a marketplace that sells and ships consumer goods under the AfterShip name. When shoppers see an AfterShip tracking page, tracking email, or returns portal, the underlying order usually belongs to the merchant or marketplace where the purchase was made.

Brand Entity & Order Ownership

Entity / order party

Role in the order

AfterShip

Provides post-purchase tracking, notifications, returns, shipping, and developer tools for merchants.

View all details for AfterShip

What it controls	Software features, tracking page configuration, merchant integrations, supported data ingestion, and business account settings.
What it cannot control	It does not physically carry a shopper package, approve a merchant refund, or change a merchant order unless the merchant system supports that workflow.
Why it matters to tracking	A tracking link powered by AfterShip is not proof that AfterShip is the seller or carrier; it is usually the technology layer.

Buyer account

The shopper’s account with the store or marketplace that accepted the order.

View all details for buyer account

What it controls	Access to private order details, payment record, shipping address, returns eligibility, and support case history.
What it cannot control	Carrier scan timing, customs release, seller handling time, or refund approval by another party.
Why it matters to tracking	The order number may work only inside the store account; 17TRACK needs a carrier tracking number when available.

Seller or merchant

The business that sold the product and may use AfterShip for tracking or returns.

View all details for seller or merchant

What it controls	Order acceptance, item availability, shipment creation, return authorization, customer service, and refund decisions.
What it cannot control	Independent carrier scans after handoff, weather disruption, customs inspection, or last-mile delivery route decisions.
Why it matters to tracking	If a tracking page says no tracking yet, the merchant may not have handed the parcel to the carrier or synced the number.

Fulfillment party

Warehouse, store, dropship supplier, marketplace fulfillment service, or 3PL preparing the shipment.

View all details for fulfillment party

What it controls	Picking, packing, label creation, split shipments, handoff scheduling, and sometimes return receiving.
What it cannot control	Carrier network events after acceptance or refund release after the returned item is inspected.
Why it matters to tracking	Label-created status can appear before a carrier has physically scanned the package.

Carrier or last-mile carrier

Transport company that scans and delivers the parcel.

View all details for carrier or last-mile carrier

What it controls	Acceptance scans, in-transit scans, delivery attempts, proof of delivery where offered, pickup point routing, and delivery exception scans.
What it cannot control	Merchant refund approval, product replacement, or order cancellation.
Why it matters to tracking	Carrier tracking is the evidence 17TRACK can usually read when the carrier and tracking number are supported.

Payment/refund channel

Store payment system, marketplace payment flow, wallet, card issuer, or dispute channel.

View all details for payment and refund channel

What it controls	Payment authorization, capture, refund posting, chargeback or dispute procedures depending on the purchase channel.
What it cannot control	Carrier delivery scans or warehouse inspection outcomes.
Why it matters to tracking	A delivered or returned tracking event does not automatically mean a refund has been approved or posted.

17TRACK relationship

Independent package tracking platform that can show available carrier tracking events.

View all details for 17TRACK relationship

What it controls	Tracking lookup, carrier detection where available, tracking API registration, and display of supported logistics events.
What it cannot control	17TRACK cannot view private store order data, modify addresses, contact the seller, approve returns, or issue refunds.
Why it matters to tracking	Use 17TRACK after you have a carrier tracking number, not only a store order number.

Fact	Verified answer
Official name	AfterShip
Official website	https://www.aftership.com/
Brand type	Post-purchase ecommerce software platform, not a consumer marketplace or parcel carrier.
Primary shopping region	Not a shopping region-specific retailer; merchants using AfterShip may sell in different countries and ship with different carriers.
Order tracking page	AfterShip Track accepts carrier tracking numbers for package lookup.
App / account system	AfterShip provides business dashboards and product interfaces for merchants; shoppers usually manage orders in the merchant’s store account or order email.
Marketplace or seller model	AfterShip is not the marketplace seller model; the merchant or marketplace that sold the item owns the order relationship.
Founded / headquarters	Public company profile details can change; this guide uses AfterShip’s official site for current product and support facts rather than fixed corporate-history claims.

Quick Answer

To track an “aftership order,” first confirm whether you mean a package shown on an AfterShip-powered tracking page or an AfterShip business subscription. For consumer parcels, use the store order email or account to find the carrier tracking number, then track it on the merchant page, the carrier site, AfterShip Track, or 17TRACK.

If you only have a store order number, 17TRACK usually cannot retrieve private order details. 17TRACK can help with carrier tracking numbers and may identify the carrier, but it cannot change the order, update the delivery address, open a return, issue a refund, or contact the merchant for you.

Question	Direct answer
How do I track it?	Use the merchant order page or order email to get the carrier tracking number, then check the official carrier, AfterShip Track, or 17TRACK.
Where is the tracking number?	Look in the shipment confirmation email, SMS, merchant account order details, tracking page, or returns portal.
What if there is no tracking?	Check whether the store has only confirmed the order or created a label; ask the merchant if no carrier number appears after the order should have shipped.
Who should I contact?	Contact the merchant for order, item, refund, return, or address issues; contact the carrier for delivery scans and delivery attempt problems.

Pro Tip: If a tracking page is branded with AfterShip, read the store name, order email sender, tracking number, and carrier line carefully. Those fields usually identify the party that can solve the issue.

How to Track aftership Orders

For a consumer purchase, the safest route is: sign in to the merchant account, open the order list, select the order, find the shipment or order status section, copy the carrier tracking number, and check whether the order was split into multiple packages.

Tracking Path Comparison

Tracking path

Use when

Official account / Your Orders

You bought from a store or marketplace and can sign in to the same account used at checkout.

View all details for official account tracking

Identifier needed	Store login, order number, or email address used for checkout.
What you can see	Private order details, items, shipment split, tracking links, return eligibility, and support options when provided by the merchant.
Best next step	Open the order, choose shipment or track package, then copy the carrier tracking number for carrier or 17TRACK lookup.
Important limitation	AfterShip and 17TRACK cannot sign in to your store account or view private order data.

Official order email or SMS

You checked out as a guest, received a shipment notification, or cannot find the order in an account.

View all details for order email or SMS tracking

Identifier needed	Email address or phone number used at checkout and the message from the merchant or marketplace.
What you can see	Order confirmation, shipping confirmation, tracking link, carrier name, tracking number, and sometimes a return link.
Best next step	Search your inbox for the store name, AfterShip, tracking, shipped, delivered, return, or the order number.
Important limitation	Message links can expire or require account verification; do not rely on suspicious links from unknown senders.

17TRACK

You have a carrier tracking number and want independent multi-carrier tracking.

View all details for 17TRACK tracking

Identifier needed	Carrier tracking number, not a store order number, invoice number, payment ID, or return authorization number.
What you can see	Available logistics events, carrier detection where available, and carrier status summaries supported by 17TRACK.
Best next step	Paste the tracking number exactly as shown, then compare the latest event with the merchant order status if something looks inconsistent.
Important limitation	17TRACK cannot access merchant-only details, change delivery instructions, or decide refunds.

Carrier website

The carrier is known and you need proof of delivery, delivery attempts, pickup options, or address exception handling.

View all details for carrier website tracking

Identifier needed	Carrier tracking number and sometimes destination postal code or recipient verification.
What you can see	Carrier scans, delivery attempt instructions, pickup locations, proof of delivery where offered, and service alerts.
Best next step	Use the carrier’s official tracking page for delivery-specific actions and keep screenshots for merchant support if needed.
Important limitation	The carrier usually cannot replace an item or refund the purchase price; that remains with the merchant or payment channel.

Seller or marketplace message center

A third-party seller handled the shipment or the store asks you to contact the seller inside its platform.

View all details for seller message center tracking

Identifier needed	Marketplace order ID, seller name, conversation thread, and tracking number if already provided.
What you can see	Seller handling updates, corrected tracking, reshipment notes, and platform dispute or buyer protection options if available.
Best next step	Ask for the carrier name and tracking number, then escalate through the platform if seller deadlines pass.
Important limitation	AfterShip is not the seller message center unless the merchant integrated a support workflow into its own page.

Guest or gift order route

You are the recipient, did not create the original account, or someone else bought the item.

View all details for guest or gift tracking

Identifier needed	Gift receipt link, order email link, recipient email, order number, or tracking number shared by the purchaser.
What you can see	Usually limited tracking or return options; full payment and refund details may remain private to the purchaser.
Best next step	Use the tracking link from the gift message or ask the purchaser for the carrier tracking number.
Important limitation	Customer service may require purchaser verification before disclosing order or refund details.

App notifications

The merchant or tracking service offers email, SMS, app, or branded tracking notifications.

View all details for app notifications

Identifier needed	Merchant account, tracking link, or notification subscription depending on the store setup.
What you can see	Status changes such as shipped, in transit, out for delivery, delivered, exception, or return updates when the merchant enables them.
Best next step	Enable notifications only through the official store, carrier, or known tracking page associated with your order.
Important limitation	Notifications depend on carrier scans and merchant configuration; they may not show every operational event.

Order Numbers, Tracking Numbers and Where to Find Them

An order number identifies a purchase inside the merchant or marketplace system. A carrier tracking number identifies a parcel in a carrier network and is the number usually needed by 17TRACK.

Identifier & Tracking Number Guide

Identifier type

Where users find it

Brand order number

Order confirmation email, store account order page, invoice, or checkout confirmation screen.

View all details for brand order number

Looks like / example	Store-specific format such as ORDER-#### or #A1001; examples here are fictional and not official AfterShip formats.
Who issues it	The merchant, marketplace, or ecommerce platform that took the order.
Can 17TRACK use it?	Usually no. Use it with the merchant to locate the carrier tracking number.
What it can and cannot prove	It proves the store created an order record; it does not prove carrier possession.

Shipment/tracking number

Shipping confirmation email, AfterShip-powered tracking page, carrier link, or shipment section inside the order.

View all details for shipment tracking number

Looks like / example	Carrier-specific alphanumeric format such as 1Z XXX XXX XX XXXX XXXX or LX ######### CN; examples are generic placeholders.
Who issues it	The carrier, shipping label system, merchant shipping software, marketplace shipping program, or fulfillment provider.
Can 17TRACK use it?	Yes, when the carrier and number are supported and events are available.
What it can and cannot prove	It can show logistics events; it cannot prove item contents or refund approval.

Carrier tracking number

Carrier tracking link, label, tracking email, merchant order detail, or proof-of-delivery page.

View all details for carrier tracking number

Looks like / example	Varies by carrier, country, and service; do not assume a universal AfterShip tracking format.
Who issues it	The transport carrier or a shipping system acting through that carrier.
Can 17TRACK use it?	Usually yes if it is a supported carrier number and not a merchant-only reference.
What it can and cannot prove	It is the best identifier for parcel movement but does not reveal private buyer payment data.

Internal delivery ID

Some marketplaces or carriers use internal IDs inside their own apps or tracking pages.

View all details for internal delivery ID

Looks like / example	Platform-specific private identifier; no universal AfterShip internal delivery ID is confirmed for shopper orders.
Who issues it	The marketplace, delivery network, or merchant system.
Can 17TRACK use it?	Only if it is also a carrier-readable tracking number; otherwise no.
What it can and cannot prove	It may identify an internal shipment record but may not be searchable outside that platform.

Return tracking number

Return label, return portal, email confirming return shipment, or carrier drop-off receipt.

View all details for return tracking number

Looks like / example	Carrier-specific parcel number for the return leg.
Who issues it	Return carrier, merchant returns portal, return label provider, or marketplace return system.
Can 17TRACK use it?	Yes when it is a carrier tracking number; no when it is only a return case number.
What it can and cannot prove	It can show return movement to the merchant; it does not prove inspection completion or refund approval.

Return authorization / RMA

Returns portal, return approval email, merchant support reply, or marketplace return request.

View all details for return authorization or RMA

Looks like / example	RMA-#### or merchant-specific return case reference; fictional placeholder only.
Who issues it	The merchant, marketplace, or returns system.
Can 17TRACK use it?	No, unless the same message also includes a carrier tracking number.
What it can and cannot prove	It proves a return request or authorization record, not the movement of the return parcel.

Gift/order link

Gift email, shipment notification forwarded by the purchaser, or store-provided guest tracking link.

View all details for gift or order link

Looks like / example	Secure merchant URL rather than a standard tracking number.
Who issues it	The merchant or marketplace.
Can 17TRACK use it?	No. Open the link only if it is from a trusted source, then copy the carrier tracking number if shown.
What it can and cannot prove	It may grant limited order visibility, but it does not replace carrier tracking.

Seller reference

Seller messages, packing slip, merchant support ticket, or marketplace conversation.

View all details for seller reference

Looks like / example	Merchant-specific warehouse or seller reference, not standardized.
Who issues it	The seller, supplier, or fulfillment provider.
Can 17TRACK use it?	No, unless the seller confirms it is the actual carrier tracking number.
What it can and cannot prove	It may help support locate an order internally but cannot confirm public carrier movement.

Marketplace order ID

Marketplace account, confirmation email, app order page, or buyer-seller message thread.

View all details for marketplace order ID

Looks like / example	Marketplace-specific order format; do not apply Amazon-specific TBA or order formats to AfterShip-powered merchant orders.
Who issues it	The marketplace where the item was purchased.
Can 17TRACK use it?	Usually no. Use it with the marketplace to find shipment tracking or open a support case.
What it can and cannot prove	It identifies the purchase contract but not necessarily the parcel carrier event history.

Fulfillment, Sellers and Carriers

AfterShip does not determine who delivers a shopper’s package. The carrier varies by merchant, region, seller, item type, fulfillment model, and delivery option.

Fulfillment & Carrier Relationship

Fulfillment model

Who ships it

Merchant warehouse shipment

The store’s warehouse, 3PL, or shipping station creates the parcel and label.

View all details for merchant warehouse shipment

Typical carriers or delivery network	Carrier varies by order, region, item type, and service selected by the merchant.
Who updates tracking	Carrier scans feed the tracking record; merchant systems and AfterShip may display or notify those events.
Who handles delivery issues	Carrier handles delivery event questions; merchant handles item, replacement, refund, and customer-service decisions.
What the customer should check first	Check whether the tracking number has a carrier acceptance scan rather than only a label-created event.

Third-party seller self-fulfillment

The seller or supplier ships directly to the buyer.

View all details for third-party seller self-fulfillment

Typical carriers or delivery network	Carrier varies by seller, country, and shipping method; it may include postal, express, cross-border, or last-mile partners.
Who updates tracking	The seller supplies the number; carriers provide scans after acceptance.
Who handles delivery issues	Seller handles missing shipment or wrong tracking; carrier handles in-network delivery exceptions.
What the customer should check first	Verify seller name, promised handling status, carrier name, and whether the number belongs to the destination country leg.

Marketplace fulfillment

A marketplace or platform fulfillment service stores and ships items for the seller.

View all details for marketplace fulfillment

Typical carriers or delivery network	Carrier may be chosen by the marketplace fulfillment network and may differ by package in the same order.
Who updates tracking	Marketplace systems and carriers update shipment events; AfterShip may display them only if the merchant integrates the feed.
Who handles delivery issues	Marketplace support often owns buyer protection and refund workflows; carriers own scan and delivery attempt data.
What the customer should check first	Open the marketplace order detail before assuming the AfterShip-branded page is the official dispute channel.

Cross-border seller shipment

Origin seller, consolidator, line-haul provider, customs broker, and last-mile carrier may all participate.

View all details for cross-border shipment

Typical carriers or delivery network	Carrier chain varies and may change from origin tracking to destination postal or courier tracking.
Who updates tracking	Multiple logistics partners may scan at different milestones; data can pause during line-haul or customs processing.
Who handles delivery issues	Merchant or marketplace handles order support; destination carrier handles last-mile delivery once it has the parcel.
What the customer should check first	Look for a destination tracking number, customs event, or last-mile handoff note.

Store pickup or pickup point

The merchant, store location, pickup network, locker provider, or carrier pickup point handles collection.

View all details for pickup model

Typical carriers or delivery network	May be no public parcel carrier for store pickup; pickup-point shipments depend on the chosen network.
Who updates tracking	Merchant store systems or pickup network events may update readiness and collection status.
Who handles delivery issues	Merchant or pickup location handles identification, release, or pickup-window questions.
What the customer should check first	Check pickup confirmation, required ID, pickup code, and store instructions.

Digital product or service order

No parcel carrier is involved; fulfillment is by account access, license, email, or software provisioning.

View all details for digital or service order

Typical carriers or delivery network	Not applicable for digital delivery.
Who updates tracking	The service provider or merchant updates account, invoice, or activation status.
Who handles delivery issues	Merchant or software support handles access, billing, and subscription issues.
What the customer should check first	Check account login, billing email, spam folder, and official support portal rather than 17TRACK.

Tracking Statuses and Meanings

Order status, shipment status, carrier scans, return status, and refund status are different records. A shipment can be in transit while an order is partially fulfilled, and a returned parcel can be delivered before the refund is approved.

Status Quick Lookup

Status shown

What it usually means

Pending / order received

The merchant has an order record, but shipment may not exist yet.

View all details for pending status

Lifecycle stage	Payment and order confirmation.
Who is responsible now	Merchant or marketplace.
What happens next	Inventory check, fraud review, picking, packing, or seller handling.
What the customer should do	Check confirmation email and estimated ship or delivery information from the merchant.

Processing / preparing shipment

The order is being prepared; a label may or may not have been created.

View all details for processing status

Lifecycle stage	Warehouse or seller handling.
Who is responsible now	Merchant, seller, warehouse, or fulfillment provider.
What happens next	Package is handed to the carrier and first carrier scan appears.
What the customer should do	Wait for shipping confirmation; contact the merchant if handling exceeds the store’s stated timeline.

Shipped / label created

A tracking number exists, but the carrier may not have scanned the parcel yet.

View all details for shipped or label created status

Lifecycle stage	Shipment creation and carrier handoff.
Who is responsible now	Merchant until handoff; carrier after acceptance scan.
What happens next	Acceptance, origin facility scan, or pickup scan should appear when the carrier processes the parcel.
What the customer should do	Track again later and compare merchant status with carrier status.

In transit

The parcel is moving through carrier, cross-border, or partner networks.

View all details for in transit status

Lifecycle stage	Carrier transport, line-haul, transfer, or customs stage.
Who is responsible now	Carrier chain, customs authority where applicable, and last-mile carrier after handoff.
What happens next	Arrival, departure, customs, destination facility, or out-for-delivery scan.
What the customer should do	Monitor the latest scan location and check for service alerts if movement stops.

Out for delivery

The last-mile carrier intends to deliver or attempt delivery on that route.

View all details for out for delivery status

Lifecycle stage	Final-mile delivery.
Who is responsible now	Last-mile carrier.
What happens next	Delivered, attempted, pickup available, or exception scan.
What the customer should do	Watch for access issues, delivery instructions, signature needs, or pickup notifications.

Delivered

The carrier recorded delivery, but it does not automatically close every merchant support case.

View all details for delivered status

Lifecycle stage	Delivery completion or recorded drop-off.
Who is responsible now	Carrier for proof of delivery; merchant for item or order-resolution policy.
What happens next	Customer checks received item, reports missing or damaged goods if needed, or starts return.
What the customer should do	Check mailbox, porch, parcel locker, front desk, family, neighbors, and proof-of-delivery details.

Pickup ready / available

The parcel or order is waiting at a store, locker, carrier outlet, or pickup point.

View all details for pickup ready status

Lifecycle stage	Hold for pickup or store collection.
Who is responsible now	Pickup location, carrier, or merchant store.
What happens next	Customer collects the package or it may be returned after the pickup window defined by the provider.
What the customer should do	Bring required ID, pickup code, and order information.

Exception / failed attempt

The carrier encountered an address, access, customs, damage, weather, or delivery attempt issue.

View all details for exception status

Lifecycle stage	Delivery interruption or route exception.
Who is responsible now	Carrier for delivery handling; merchant or buyer may need to provide information.
What happens next	Redelivery, pickup, address correction, customs action, return to sender, or claim review.
What the customer should do	Open the carrier page, follow official instructions, and inform the merchant if the order may return or be lost.

Return in transit / returned

A return parcel is moving back or has been recorded at a return destination.

View all details for return status

Lifecycle stage	Reverse logistics.
Who is responsible now	Return carrier until delivery; merchant after receipt and inspection.
What happens next	Merchant receives, inspects, approves, rejects, exchanges, or refunds depending on policy.
What the customer should do	Keep drop-off receipt and return tracking; check refund status in the merchant return portal.

Refund pending / refunded

The merchant or payment channel is processing or has issued a refund record.

View all details for refund status

Lifecycle stage	Financial resolution after cancellation, return, dispute, or adjustment.
Who is responsible now	Merchant, marketplace, payment processor, wallet, bank, or card issuer depending on the transaction.
What happens next	Approval, posting to original payment method, store credit, exchange, or support review.
What the customer should do	Use the merchant refund portal or payment channel; 17TRACK cannot verify refund approval from logistics alone.

Delivery Time and Delay Factors

AfterShip does not publish one universal delivery time for all shopper orders because it is not the merchant or carrier. Delivery estimates come from the store, marketplace, carrier, shipping service, origin and destination countries, and fulfillment conditions.

Delivery Time & Delay Factors

Scenario/service

Typical timing source

Domestic parcel

Merchant checkout promise, order confirmation, carrier service estimate, and shipment page.

View all details for domestic parcel timing

What can delay it	Seller handling, missed pickup, carrier backlog, weather, address problem, access restriction, or failed delivery attempt.
When tracking may update	After carrier acceptance, facility processing, route dispatch, delivery attempt, or delivery completion.
Who to contact first	Merchant before carrier acceptance; carrier after clear carrier scans or delivery exception.
Important caveat	Estimated dates are not guarantees unless the merchant or carrier explicitly provides a guaranteed service with stated conditions.

Cross-border shipment

Merchant delivery estimate, logistics provider milestones, customs status, and destination carrier events.

View all details for cross-border timing

What can delay it	Export processing, air or line-haul handoff, customs inspection, tax or duty issues, restricted items, and last-mile transfer.
When tracking may update	At origin scan, export departure, import arrival, customs release, destination handoff, and final delivery.
Who to contact first	Merchant or marketplace for order-level issues; destination carrier if it already has the parcel and requests action.
Important caveat	Tracking may appear unchanged during transport legs where intermediate scans are not published.

Third-party seller order

Seller handling policy, marketplace order page, and carrier tracking after shipment.

View all details for third-party seller timing

What can delay it	Seller inventory, dropship processing, wrong tracking, delayed handoff, or marketplace verification.
When tracking may update	After the seller creates a label and the carrier receives the parcel.
Who to contact first	Seller through the official marketplace or store message center.
Important caveat	A seller marked order as shipped is not the same as a carrier acceptance scan.

Preorder, backorder, or out-of-stock item

Product page, order confirmation, merchant account, or seller update.

View all details for preorder or backorder timing

What can delay it	Inventory arrival, release date changes, supplier allocation, or partial shipment decisions.
When tracking may update	Only after the item is ready to ship and a tracking number is created.
Who to contact first	Merchant or seller.
Important caveat	No tracking number may exist during preorder or backorder processing.

Split shipment

Merchant order detail, shipment confirmation emails, and each carrier number.

View all details for split shipment timing

What can delay it	Different warehouse locations, item availability, carrier pickup schedules, or marketplace fulfillment rules.
When tracking may update	Each package updates independently.
Who to contact first	Merchant if an item has no shipment; carrier if a specific package has a delivery issue.
Important caveat	One delivered package does not prove every item in the order was delivered.

Pickup, locker, or store collection

Merchant pickup confirmation, carrier pickup notification, or pickup network message.

View all details for pickup timing

What can delay it	Store receiving, locker capacity, ID verification, routing changes, or pickup code problems.
When tracking may update	When ready for pickup, collected, expired, or returned.
Who to contact first	Pickup location, merchant, or carrier depending on the notice.
Important caveat	Pickup windows and ID rules vary by provider; check the official notice.

Large, high-value, or signature item

Merchant delivery instructions and carrier service requirements.

View all details for special delivery timing

What can delay it	Appointment scheduling, signature requirement, access limitations, inspection, or special handling.
When tracking may update	At appointment scheduling, out for delivery, failed attempt, delivered, or rescheduled status.
Who to contact first	Carrier for delivery appointment or access issue; merchant for product or order changes.
Important caveat	Address changes may be restricted after shipment or for high-value goods.

Holiday or peak season

Merchant service notice, carrier service alert, marketplace peak-season notice, and latest tracking scan.

View all details for peak-season timing

What can delay it	Order volume, warehouse cutoff, carrier capacity, weather, local holidays, or customs workload.
When tracking may update	After each operational scan; some hubs may process without frequent public updates.
Who to contact first	Merchant for missed promised ship dates; carrier for active delivery exceptions.
Important caveat	Check current official notices rather than assuming a fixed number of days.

Common Problems and Next Steps

Most “AfterShip tracking problems” are actually merchant, seller, carrier, or address problems shown through an AfterShip-powered page. Use the latest event and the identifier type to decide who can act.

Problem & Next Step

Problem shown

Check first

No tracking number

Confirm whether the order is only confirmed, processing, preorder, backorder, or awaiting seller shipment.

View all details for no tracking number

Likely cause	No label exists yet, the store has not synced the number, or the seller has not shipped.
Immediate action	Search order email and account; ask the merchant for carrier and tracking number if shipment should already exist.
When to escalate	When the merchant’s stated handling window has passed or the seller misses marketplace deadlines.
Who to contact	Merchant, seller, or marketplace support.

Tracking number not working

Check for spaces, copied punctuation, wrong carrier selection, or very new label creation.

View all details for tracking number not working

Likely cause	Carrier has not scanned it, the number is merchant-only, or the carrier is not supported by the lookup path.
Immediate action	Try the official carrier site and 17TRACK; verify the carrier name in the order email.
When to escalate	If the number remains invalid after the carrier should have accepted the parcel.
Who to contact	Merchant for corrected tracking; carrier if its official site recognizes the number but shows an exception.

Order says shipped but no scans

Look for “label created,” “shipment information received,” or lack of carrier acceptance scan.

View all details for shipped but no scans

Likely cause	Label created before pickup, batch handoff delay, or carrier has not published the first scan.
Immediate action	Wait for first carrier processing event and compare with store shipment date.
When to escalate	If no carrier acceptance appears after the store’s stated shipping process should have completed.
Who to contact	Merchant or seller first.

Package stuck

Identify whether it is stuck before carrier acceptance, in transit, customs, destination hub, or last mile.

View all details for package stuck

Likely cause	Network backlog, missing scan, customs processing, handoff delay, weather, or address issue.
Immediate action	Open carrier page, check service alerts, and save the latest scan location and date.
When to escalate	When the carrier marks a delay exception or the delivery estimate has passed under the merchant’s policy.
Who to contact	Carrier for active in-network issue; merchant for replacement, claim, or refund options.

Delivery attempted

Read the carrier notice for redelivery, pickup, access, signature, or address instructions.

View all details for delivery attempted

Likely cause	No one available, access blocked, signature required, pickup redirection, or route issue.
Immediate action	Use the carrier’s official redelivery or pickup instructions.
When to escalate	If repeated attempts fail or the parcel is about to return to sender.
Who to contact	Carrier for delivery action; merchant if return-to-sender begins.

Address problem

Compare the address in the merchant order with the carrier exception notice.

View all details for address problem

Likely cause	Missing apartment, wrong postal code, inaccessible building, restricted address change, or seller typo.
Immediate action	Contact the merchant if shipment has not been accepted; follow carrier correction rules if already in transit.
When to escalate	If the carrier cannot correct the address and the parcel may be returned.
Who to contact	Merchant before shipping; carrier after carrier exception, subject to service rules.

Customs hold

Check if the carrier requests documents, tax, duty, recipient ID, or import information.

View all details for customs hold

Likely cause	Inspection, missing invoice data, duties or taxes, restricted item, or recipient verification.
Immediate action	Follow official carrier or customs broker instructions and keep payment or document receipts.
When to escalate	If the merchant supplied incorrect customs data or the parcel risks return or seizure.
Who to contact	Carrier/customs broker for clearance steps; merchant for commercial invoice or order details.

Delivered but not received

Check porch, mailbox, parcel locker, front desk, family, neighbors, photo, and proof-of-delivery details.

View all details for delivered but not received

Likely cause	Alternate drop location, early delivery scan, neighbor/front desk receipt, theft, misdelivery, or carrier scan conflict.
Immediate action	Review carrier delivery evidence, ask household or building staff, and record the latest scan and delivery location.
When to escalate	If the package is still missing after local checks or carrier proof conflicts with your address.
Who to contact	Carrier for delivery investigation and merchant or marketplace for order-resolution options; refund is not guaranteed.

Split shipment missing item

Check whether the order has multiple tracking numbers or some items are still processing.

View all details for split shipment missing item

Likely cause	Separate warehouses, partial fulfillment, backordered item, or packing error.
Immediate action	Compare packing slip, item list, shipment emails, and tracking numbers.
When to escalate	If all packages are delivered and an item is still missing.
Who to contact	Merchant or marketplace support.

Seller did not ship

Review seller handling status, promised ship date, and whether a real carrier scan exists.

View all details for seller did not ship

Likely cause	Inventory issue, seller delay, label created without handoff, or incorrect tracking.
Immediate action	Message the seller through the official store or marketplace channel.
When to escalate	When platform buyer-protection or merchant support rules allow escalation.
Who to contact	Seller first, then marketplace or merchant support.

Wrong item, lost, or damaged package

Keep packaging, photos, invoice, tracking page, and delivery evidence.

View all details for wrong lost or damaged package

Likely cause	Picking error, carrier damage, misdelivery, missing contents, or theft after delivery.
Immediate action	Contact merchant with evidence; contact carrier if damage or proof-of-delivery investigation is required.
When to escalate	If support does not respond or the platform provides a dispute route.
Who to contact	Merchant or marketplace for item resolution; carrier for delivery or damage record.

Return not updating / refund pending

Separate return tracking from refund approval and payment posting.

View all details for return or refund problem

Likely cause	Carrier has not scanned the return, merchant has not received it, inspection is pending, or payment posting is still in progress.
Immediate action	Track the return carrier number and check the merchant return portal or support case.
When to escalate	If the return is delivered but the merchant’s refund workflow shows no progress after its stated review conditions.
Who to contact	Merchant returns support or marketplace return center; 17TRACK cannot approve refunds.

Returns, Exchanges and Refunds

AfterShip offers returns software for merchants, but the merchant’s own policy controls shopper return eligibility, exchange options, return labels, inspection rules, and refund decisions.

Returns & Refunds

Scenario

Where to start

Start a return

Merchant return portal, order detail page, order email return link, or marketplace return center.

View all details for starting a return

Who can start it	Usually the purchaser or account holder; gift recipients may have limited options.
Identifier needed	Order number, email, item, reason, photos if damaged, and sometimes shipping address.
Return shipping/tracking	Return label or drop-off code is provided only if the merchant policy and return system allow it.
Refund timing dependency	Depends on return approval, shipping, receipt, inspection, and payment processing.
Important limitation	17TRACK can track the return parcel but cannot approve the return.

Exchange request

Merchant returns portal or customer service.

View all details for exchange request

Who can start it	Purchaser or verified account user, subject to merchant policy.
Identifier needed	Order number, product details, preferred replacement, and return authorization if required.
Return shipping/tracking	The original item may need a return tracking number before replacement ships.
Refund timing dependency	May involve no refund, price difference, store credit, or replacement shipment depending on merchant rules.
Important limitation	Carrier delivery of the return does not guarantee replacement approval.

Cancel order

Merchant account, marketplace order page, or customer service before shipment locks.

View all details for cancel order

Who can start it	Purchaser or verified account holder.
Identifier needed	Order number and account email.
Return shipping/tracking	No return tracking is needed if cancellation succeeds before shipment.
Refund timing dependency	Depends on whether payment was authorized, captured, voided, or refunded.
Important limitation	Once packed or shipped, cancellation may no longer be possible and a return may be required.

Return label or drop-off code

Approved return request, return email, merchant portal, or marketplace return center.

View all details for return label

Who can start it	Verified return requester.
Identifier needed	Return authorization, order number, and carrier label or QR code.
Return shipping/tracking	Keep drop-off receipt because it is evidence that the return entered the carrier network.
Refund timing dependency	Merchant may wait for carrier scan, warehouse receipt, or inspection.
Important limitation	Do not ship to an address outside the official return process unless the merchant instructs it.

Track return parcel

Carrier website or 17TRACK using the return carrier tracking number.

View all details for tracking a return parcel

Who can start it	Anyone with the return carrier tracking number.
Identifier needed	Return tracking number, not only RMA or return case ID.
Return shipping/tracking	17TRACK may show carrier scans if supported.
Refund timing dependency	Refund may depend on merchant receipt and inspection, not just carrier delivered status.
Important limitation	A delivered return does not prove the item passed inspection.

Refund status

Merchant return portal, order page, support case, marketplace refund center, or original payment method.

View all details for refund status

Who can start it	Purchaser, merchant, marketplace, or payment channel depending on the purchase.
Identifier needed	Order number, return case ID, refund case ID, and payment method reference when requested.
Return shipping/tracking	Return tracking supports the case but is not the refund record.
Refund timing dependency	Merchant approval, warehouse inspection, payment processor, bank, and original payment method.
Important limitation	17TRACK cannot see whether a refund has been approved or posted.

Gift return

Gift receipt link, merchant gift return route, or purchaser account.

View all details for gift return

Who can start it	Gift recipient only if the merchant supports gift returns; otherwise purchaser verification may be required.
Identifier needed	Gift receipt, order link, tracking number, or purchaser-provided order details.
Return shipping/tracking	Return label depends on merchant gift-return policy.
Refund timing dependency	Refund may go to purchaser, gift card, or store credit depending on policy.
Important limitation	Private payment details may not be visible to the recipient.

Third-party seller or cross-border return

Marketplace return center, seller message center, or merchant support route.

View all details for third-party or cross-border return

Who can start it	Buyer or verified account holder under marketplace or seller rules.
Identifier needed	Marketplace order ID, seller name, RMA, return label, and evidence.
Return shipping/tracking	Return destination and carrier may differ from outbound shipment.
Refund timing dependency	May depend on seller response, platform decision, customs return, and inspection.
Important limitation	Do not assume an AfterShip-powered tracking page is the dispute authority.

Customer Service and Escalation

For shopper package issues, contact the merchant that sold the item before contacting AfterShip. AfterShip’s help center supports its software users and product documentation; it generally is not the order owner for a retail purchase.

Customer Service

Channel

Best for

Merchant order detail page

Private order status, cancellation, item issue, address request before shipment, return eligibility, and refund status.

View all details for merchant order detail page

Where to access	The store or marketplace where the order was placed.
Information to prepare	Order number, account email, shipping address, item name, seller name, latest tracking event, photos, and invoice.
Who should use it	Purchaser or authorized account user.
Important limitation	17TRACK and AfterShip cannot bypass store account verification.

Merchant return portal

Return request, exchange, return label, RMA, and return status.

View all details for merchant return portal

Where to access	Store returns page, order email return link, or a branded returns portal that may be powered by AfterShip Returns.
Information to prepare	Order number, email, return reason, product condition, photos, return label, return tracking, and RMA.
Who should use it	Purchaser, or gift recipient if the merchant supports gift returns.
Important limitation	Return eligibility and refund timing are merchant policy decisions.

Carrier support

Delivery attempt, pickup, proof of delivery, address exception, damaged parcel record, or local delivery investigation.

View all details for carrier support

Where to access	Official carrier website or official carrier notice linked from the tracking page.
Information to prepare	Tracking number, recipient name, destination postal code, delivery address, latest event, and delivery notice.
Who should use it	Recipient or purchaser when the carrier has accepted the package.
Important limitation	Carrier support usually cannot refund an ecommerce order or replace an item without the shipper’s process.

Marketplace dispute or message center

Third-party seller issues, seller not shipped, wrong tracking, item not received, or item not as described.

View all details for marketplace dispute channel

Where to access	The marketplace account where the order was placed.
Information to prepare	Marketplace order ID, seller name, screenshots, tracking number, messages, photos, and delivery evidence.
Who should use it	Buyer with a marketplace order.
Important limitation	Use the marketplace’s official timeline and evidence rules; AfterShip is not the dispute authority.

AfterShip Help Center

AfterShip product documentation, merchant account setup, tracking software, returns software, and integration questions.

View all details for AfterShip Help Center

Where to access	https://support.aftership.com/
Information to prepare	Business account email, product name, integration platform, API request details, and tracking slug or number for diagnostics.
Who should use it	Merchants, developers, and business users of AfterShip products.
Important limitation	It is not the primary support path for a shopper asking a merchant to refund or resend an item.

17TRACK

Independent carrier tracking lookup and tracking API registration using carrier tracking numbers.

View all details for 17TRACK support boundary

Where to access	17TRACK tracking interface or 17TRACK API documentation.
Information to prepare	Carrier tracking number, carrier name if known, latest event, and screenshots when reporting tracking display issues.
Who should use it	Shoppers and businesses with carrier tracking numbers.
Important limitation	17TRACK cannot modify orders, delivery address, returns, refunds, seller messages, or carrier operations.

Seller, Marketplace and Buyer Responsibility

AfterShip itself is not a marketplace. The table below applies when the order shown on an AfterShip-powered page was placed with a marketplace seller or independent merchant.

Marketplace Responsibility

Issue

Buyer action

Seller has not shipped

Message seller through official channel and escalate through marketplace or merchant support if permitted.

View all details for seller has not shipped

Platform role	Shows order record and may enforce seller handling or dispute rules.
Seller role	Provides item, label, carrier, and shipment handoff.
Carrier role	No role until it receives the parcel.
Evidence to keep	Order page, seller messages, promised ship date, and missing carrier scan.

Seller provided wrong tracking

Ask for corrected carrier name and tracking number; save invalid tracking screenshots.

View all details for wrong tracking

Platform role	May review seller compliance and buyer protection claims.
Seller role	Must provide accurate shipment information.
Carrier role	Confirms whether the number exists and whether destination data matches where visible.
Evidence to keep	Tracking page, carrier invalid result, seller message, and order destination country.

Item not received

Check delivery evidence, contact carrier for delivery investigation, then open merchant or marketplace case.

View all details for item not received

Platform role	May decide buyer protection or refund eligibility under its rules.
Seller role	May need to reship, claim with carrier, or respond to the case.
Carrier role	Provides scan history and proof of delivery where available.
Evidence to keep	Tracking history, proof-of-delivery result, delivery location checks, photos, and messages.

Item not as described

Document the issue and use the merchant or marketplace return/dispute path.

View all details for item not as described

Platform role	May mediate dispute and require evidence.
Seller role	Responds to claim, replacement, return, or refund request.
Carrier role	Usually limited unless damage occurred in transit.
Evidence to keep	Product photos, listing screenshot, invoice, packaging, and communication.

Return dispute

Keep return tracking and drop-off receipt; use the official dispute or returns channel.

View all details for return dispute

Platform role	May judge evidence and seller response if purchase was through a marketplace.
Seller role	Receives, inspects, and responds to return status.
Carrier role	Shows return delivery events and sometimes proof of delivery.
Evidence to keep	RMA, label, carrier receipt, return scans, photos of packed return, and case ID.

Delivery scan conflict

Compare carrier page, 17TRACK, AfterShip-powered page, and merchant order page before escalating.

View all details for delivery scan conflict

Platform role	May rely on carrier evidence and seller information.
Seller role	May need to ask shipper account holder or fulfillment provider for investigation.
Carrier role	Owns official scan data and delivery investigation.
Evidence to keep	Screenshots with timestamps, tracking number, carrier proof, and delivery address evidence.

Refund after delivery failure

Open merchant or marketplace support case with carrier evidence; do not rely on tracking alone.

View all details for refund after delivery failure

Platform role	May determine buyer protection, refund, or claim outcome.
Seller role	May reship, refund, or provide claim documents depending on policy.
Carrier role	Provides exception, return-to-sender, loss, or damage evidence.
Evidence to keep	Tracking history, carrier case number, support ticket, order number, and photos if damaged.

Brand App, Notifications and Delivery Options

AfterShip offers tracking and notification products for merchants. The shopper features you see depend on how the merchant configured its tracking page, emails, SMS, returns portal, and delivery options.

App, Notifications and Delivery Options

Feature

Use case

Branded tracking page

Merchant displays order shipment status on a branded tracking experience.

View all details for branded tracking page

Where to enable	Merchant configures it in AfterShip or its ecommerce stack; shoppers access it from order emails or store pages.
When it appears	After a merchant creates or imports a shipment with tracking details.
What it can change	It can improve visibility and show merchant-provided links or messages.
Limitations	It cannot guarantee delivery or override carrier scan data.

Email or SMS notifications

Customer receives shipment and delivery status updates when merchant enables notifications.

View all details for email or SMS notifications

Where to enable	Merchant notification settings or checkout subscription flow, depending on store setup.
When it appears	At status milestones such as shipped, in transit, out for delivery, delivered, exception, or return events if configured.
What it can change	It can alert the shopper earlier to exceptions or delivery milestones.
Limitations	It depends on accurate email or phone data and available carrier events.

Returns portal

Merchant offers a self-service returns or exchange flow.

View all details for returns portal

Where to enable	Merchant configures return rules and customer-facing portal.
When it appears	Usually from an order page, returns page, or email link after a purchase.
What it can change	It may generate return instructions, labels, exchange paths, or status messages based on merchant rules.
Limitations	Merchant policy controls eligibility, fees, inspection, exchange, and refund outcome.

Delivery instructions, pickup, locker, or reschedule

Delivery-specific options may appear through the carrier or merchant, not as a universal AfterShip feature for every order.

View all details for delivery options

Where to enable	Official carrier page, merchant checkout, or marketplace delivery settings when offered.
When it appears	After the carrier has the parcel or when the merchant offers pickup options at checkout.
What it can change	May allow redelivery, pickup, delivery note, or locker selection depending on carrier rules.
Limitations	High-value, signature, restricted, or cross-border shipments may limit changes.

Share tracking link

A purchaser forwards tracking visibility to a recipient or support agent.

View all details for share tracking link

Where to enable	Merchant tracking page, order email, carrier page, or tracking app if offered.
When it appears	When a public or semi-private tracking URL is available.
What it can change	It can help another person monitor delivery.
Limitations	Do not share links that expose personal address, email, or order contents beyond what is necessary.

Business, Seller or Developer API

AfterShip provides developer documentation for its own tracking products. This page does not reproduce AfterShip API credentials or claim compatibility for a specific merchant account. The code section below uses the 17TRACK API only.

Developer/API Comparison

Option

Primary use

AfterShip Tracking API

Merchant or developer tracking integration inside AfterShip’s own product ecosystem.

View all details for AfterShip Tracking API

Provider	AfterShip.
Order/tracking coverage	Depends on the merchant’s AfterShip account, enabled carriers, and submitted tracking data.
Authentication/access	Use current official AfterShip developer documentation and account credentials.
Webhook/batch capability	Refer to current AfterShip developer documentation for supported functions and limits.
Current documentation	AfterShip Tracking API documentation
Important limitation	It is not a public shopper order lookup for any merchant order number.

AfterShip Returns product

Merchant return portal, return rules, exchanges, and reverse-logistics workflow.

View all details for AfterShip Returns product

Provider	AfterShip.
Order/tracking coverage	Depends on merchant configuration and ecommerce platform integration.
Authentication/access	Business account access controlled by the merchant.
Webhook/batch capability	Refer to official product and developer resources where applicable.
Current documentation	AfterShip Returns product page
Important limitation	Merchant policy still controls return approval and refund outcomes.

17TRACK API

View all details for 17TRACK API

Provider	17TRACK.
Order/tracking coverage	Carrier tracking numbers supported by 17TRACK, not private merchant order numbers.
Authentication/access	17token header with your 17TRACK API key.
Webhook/batch capability	Use current 17TRACK API documentation for endpoints and integration options.
Current documentation	17TRACK API documentation
Important limitation	Use a carrier tracking number; if you only have an order number, first retrieve the carrier number from the merchant.

FAQ

Basic FAQs

1. How do I track my aftership order?

Use the merchant order email or account to find the carrier tracking number, then track it on the merchant page, the carrier site, AfterShip Track, or 17TRACK. AfterShip is usually the tracking technology provider, not the seller of your item.

2. Is AfterShip the company delivering my package?

Usually no. AfterShip provides tracking and post-purchase software, while the carrier or last-mile provider physically handles delivery.

3. Where do I find my AfterShip tracking number?

Look in the shipping confirmation email, SMS, merchant order page, branded tracking page, or return label. If the page only shows an order number, ask the merchant for the carrier tracking number.

4. Can I track with only an order number?

Usually you can use an order number only inside the merchant or marketplace system. 17TRACK needs a carrier tracking number to show logistics events.

5. What should I do if there is no tracking number?

Check whether the order is still processing, preorder, backorder, or waiting for seller handoff. Contact the merchant or seller if the stated handling period has passed or the order should already have shipped.

6. Why is my tracking number not updating?

Tracking may not update until the carrier scans the parcel or publishes a new event. If the latest status is only label created, the merchant or seller may still need to hand the parcel to the carrier.

7. How long does AfterShip delivery take?

There is no single AfterShip delivery time for shopper orders because AfterShip is not the carrier. Use the merchant’s delivery estimate and the carrier’s latest tracking events.

8. What if tracking says delivered but I did not receive it?

Check the mailbox, porch, parcel locker, front desk, household members, neighbors, photo, and proof-of-delivery details first. Then contact the carrier for delivery evidence and the merchant or marketplace for resolution options.

9. Can I track a return with 17TRACK?

Yes, if you have the return carrier tracking number and the carrier is supported. An RMA or return case number alone is not enough for 17TRACK package tracking.

10. How do I check my refund status?

Check the merchant return portal, order page, marketplace refund center, or original payment method. 17TRACK can show return parcel movement but cannot confirm whether a refund has been approved or posted.

Expert FAQs

11. Why does my store tracking page say AfterShip if I bought from another brand?

The merchant may use AfterShip to power its tracking page or notifications. The store still owns the order relationship, while the carrier owns the delivery scans.

12. Who is responsible when a seller provides tracking but the carrier has no scans?

The seller or merchant is usually responsible until the carrier accepts the parcel. Ask for proof of handoff or corrected tracking, and escalate through the marketplace if the seller misses its required handling window.

13. What if one order has multiple tracking numbers?

Track each shipment separately because split packages can use different warehouses, carriers, and delivery dates. A delivered scan for one package does not prove that all items in the order arrived.

14. Can AfterShip or 17TRACK change my delivery address?

No, not for a shopper order. Contact the merchant before shipment or the carrier after carrier acceptance, subject to the carrier’s address-change rules.

15. Does a delivered return mean my refund is approved?

No. Delivered return tracking only shows the return parcel reached a location; refund approval may depend on merchant receipt, inspection, return policy, and payment processing.

16. Can I use the AfterShip API to track any store order number?

No public API should be assumed to track any merchant order number without the merchant’s integration and authorization. For 17TRACK, use a carrier tracking number rather than a private order ID.

17. What happens when a cross-border parcel changes carriers?

The origin carrier, logistics partner, customs process, and destination carrier may publish events at different times. Look for destination handoff or a new last-mile tracking number before contacting the destination carrier.

18. Should I contact AfterShip support for a missing package?

For a retail purchase, contact the merchant or marketplace first and the carrier for delivery investigation. AfterShip support is mainly for merchants and developers using AfterShip products.

Tracking API

// 17TRACK API example for registering a carrier tracking number.
// Use the carrier tracking number, not an AfterShip-powered store order number,
// payment ID, invoice number, return authorization, or merchant reference.

POST https://api.17track.net/track/v2.4/register
Headers:
  17token: YourKey
  Content-Type: application/json

Body:
[
  {
    "number": "TRACKING_NUMBER"
  }
]

// Example with curl:
curl -X POST "https://api.17track.net/track/v2.4/register" \
  -H "17token: YourKey" \
  -H "Content-Type: application/json" \
  -d "[{\"number\":\"TRACKING_NUMBER\"}]"