Narvar

https://corp.narvar.com/

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

About Narvar

Narvar is a post-purchase customer experience technology platform used by retailers and brands for delivery tracking, messaging, returns, exchanges and related order experience workflows. Narvar is not a retailer, marketplace, seller or carrier for consumer purchases. Official website: https://corp.narvar.com/.

Brand Entity & Order Ownership

Entity / order party

Role in the order

Narvar

Provides post-purchase software for merchants.

View all details for Narvar

What it controls	Merchant-enabled tracking pages, notifications, returns experience and related platform features configured by the merchant.
What it cannot control	It does not sell the item, pack the parcel, transport the package, approve a refund or change the shipping address for a buyer.
Why it matters to tracking	A Narvar-branded page may show order progress, but order ownership remains with the retailer or brand that sold the item.

Retailer or brand

The merchant that accepted the order.

View all details for retailer or brand

What it controls	Order record, payment capture rules, fulfillment release, customer service, return authorization and refund approval according to its policy.
What it cannot control	Carrier scans after handoff and some seller-controlled marketplace shipments.
Why it matters to tracking	Use the merchant order page or confirmation email first when you only have an order number.

Buyer account

Stores the private order details.

View all details for buyer account

What it controls	Access to order history, shipment links, return requests and support cases where the merchant provides them.
What it cannot control	Carrier operations, warehouse processing and refund approval.
Why it matters to tracking	17TRACK cannot open private merchant order records; it needs a carrier tracking number when available.

Seller or merchant

The party responsible for selling and customer support.

View all details for seller or merchant

What it controls	Shipping promise, item availability, split shipments, return eligibility and refund decision.
What it cannot control	Carrier network events after parcel acceptance.
Why it matters to tracking	If a Narvar page says the order is preparing or awaiting carrier pickup, the merchant is often the first escalation path.

Fulfillment party

Warehouse, store, 3PL or seller facility that ships the parcel.

View all details for fulfillment party

What it controls	Picking, packing, label creation and handoff to the carrier.
What it cannot control	Customer refund approval and final carrier delivery scan accuracy.
Why it matters to tracking	A label can be created before a carrier has physically accepted the parcel.

Carrier or last-mile carrier

Transports and scans the package.

View all details for carrier or last-mile carrier

What it controls	Acceptance, transit, customs-related carrier events, delivery attempt, proof of delivery and return-to-sender movement.
What it cannot control	Merchant return approval, exchange order creation or refund release.
Why it matters to tracking	Carrier tracking is the best evidence of physical package movement.

Payment/refund channel

Processes payment reversal after merchant approval.

View all details for payment or refund channel

What it controls	Posting the refund to the original payment method after the merchant submits it.
What it cannot control	Return package scans or carrier delivery exceptions.
Why it matters to tracking	Delivered return tracking does not automatically prove the refund has been approved or posted.

17TRACK relationship

Independent carrier tracking platform.

View all details for 17TRACK relationship

What it controls	Displays available tracking events for supported carrier tracking numbers and may help identify the carrier.
What it cannot control	Private Narvar or merchant order pages, seller communication, address changes, delivery rescheduling, refunds or returns authorization.
Why it matters to tracking	Use 17TRACK after you have a carrier tracking number, not only a merchant order number.

Pro Tip: If the tracking page URL contains or displays Narvar, treat Narvar as the tracking experience provider and look for the retailer name, carrier name and carrier tracking number before escalating.

Quick Answer

To track an order shown on a Narvar-powered page, start from the retailer’s order confirmation email, SMS, account order page or return portal. Narvar commonly powers the experience, but the retailer or brand remains the order owner.

Use 17TRACK when you have a carrier tracking number. 17TRACK can display available carrier events and may auto-detect the carrier, but it cannot view private order details, modify an order, start a refund, approve a return or contact the seller for you.

Question	Direct answer
How do I track it?	Open the retailer order email or account order page, then use the shipment link or carrier tracking number.
Where is the tracking number?	Usually in the shipment email, order details page, SMS notification or the retailer’s Narvar-powered tracking page.
What if there is no tracking?	Check whether the order is still processing, split into shipments, awaiting carrier pickup or sold by a separate seller.
Who should I contact?	Contact the retailer or seller for order, return and refund issues; contact the carrier for delivery scan or proof-of-delivery questions.

How to Track Narvar Orders

Because Narvar is not the store that sold the goods, the best tracking route depends on what identifier you have and whether the merchant has already created a carrier shipment.

Tracking Path Comparison

Tracking path

Use when

Official retailer account / Your Orders

You bought from a retailer or brand and can sign in.

View all details for official retailer account

Identifier needed	Account email, order number or sign-in credentials.
What you can see	Order status, shipment status, carrier, tracking number, split shipments and return options when provided by the merchant.
Best next step	Open the order, select shipment or Track Package, then copy the carrier tracking number to 17TRACK if you want carrier aggregation.
Important limitation	Narvar cannot replace the retailer’s private account permissions.

Official order email or SMS

You have a shipment confirmation, delivery alert or return label message.

View all details for official order email or SMS

Identifier needed	Secure order link, shipment link, carrier name or tracking number from the message.
What you can see	Merchant-branded tracking, shipment milestone and delivery notifications if enabled.
Best next step	Verify the sender is the retailer or brand before clicking links; then compare carrier events on 17TRACK when a carrier number exists.
Important limitation	Email links may expire or require account verification.

17TRACK

You have a carrier tracking number, not just an order number.

View all details for 17TRACK

Identifier needed	Carrier tracking number from the retailer, carrier, return label or shipment confirmation.
What you can see	Available carrier scan events for supported carriers and multi-carrier shipment visibility.
Best next step	If no events appear, confirm the carrier and wait for the first physical scan after label creation.
Important limitation	17TRACK cannot search by the retailer order number if no carrier tracking number is available.

Carrier website

The carrier is named and proof of delivery or delivery options are needed.

View all details for carrier website

Identifier needed	Carrier tracking number, destination ZIP/postal code or account verification if required by the carrier.
What you can see	Delivery attempts, pickup location, proof of delivery, reschedule options or delivery instructions where the carrier supports them.
Best next step	Use the carrier for delivery access issues; use the retailer for missing item, refund or replacement decisions.
Important limitation	Carrier options vary by service, region and shipper restrictions.

Seller or marketplace message center

The order was sold by a third-party seller through a marketplace.

View all details for seller or marketplace message center

Identifier needed	Marketplace order ID, seller name and any seller-provided tracking reference.
What you can see	Seller shipment confirmation, promised dispatch updates and dispute or refund routes provided by the marketplace.
Best next step	Ask the seller for the carrier tracking number if the marketplace order page only shows a generic shipment notice.
Important limitation	Narvar does not decide marketplace disputes unless the merchant’s own process uses Narvar workflows.

Guest or gift order route

You do not control the buyer account.

View all details for guest or gift order route

Identifier needed	Order email, secure gift tracking link, recipient email or order lookup fields required by the retailer.
What you can see	Only the information the merchant allows guests or gift recipients to access.
Best next step	Ask the purchaser for the merchant order link or carrier tracking number if privacy blocks full order access.
Important limitation	Retailers may restrict price, payment and account details for privacy.

App notifications

The retailer provides an app and has connected notifications.

View all details for app notifications

Identifier needed	Retailer account sign-in and enabled push, SMS or email preferences.
What you can see	Order, shipping, delivery and return updates depending on the retailer setup.
Best next step	Open the specific order and compare the shipment number with the carrier or 17TRACK.
Important limitation	Narvar features are merchant-configured; not every retailer exposes every notification or delivery option.

Standard account tracking steps: sign in to the retailer, open Orders or Order History, select the order, open Shipment, Track Package or Order Status, copy the carrier tracking number, and check whether the order is split into multiple packages.

Order Numbers, Tracking Numbers and Where to Find Them

An order number identifies the purchase with the retailer. A tracking number identifies a parcel inside a carrier network. 17TRACK generally needs the carrier tracking number.

Identifier & Tracking Number Guide

Identifier type

Where users find it

Retailer order number

Order confirmation email, retailer account, invoice or packing slip.

View all details for retailer order number

Looks like / example	Example only: ORDER-####### or a retailer-specific alphanumeric ID.
Who issues it	The retailer, brand or marketplace order system.
Can 17TRACK use it?	Usually no; use it on the retailer site to find a carrier tracking number.
What it can and cannot prove	It proves the merchant order record, not carrier possession of the parcel.

Shipment or package number

Shipment confirmation, order details or a Narvar-powered tracking page.

View all details for shipment or package number

Looks like / example	Example only: SHIP-#### or Package 1 of 2.
Who issues it	The retailer or fulfillment system.
Can 17TRACK use it?	Only if it is also a valid carrier tracking number; many internal shipment IDs are not carrier numbers.
What it can and cannot prove	It helps identify a package within the order but may not show carrier scans by itself.

Carrier tracking number

Shipment email, carrier link, label, order page or return label.

View all details for carrier tracking number

Looks like / example	Example only: 1Z##########, 9#############, LP############ or other carrier-specific formats.
Who issues it	The carrier or shipping label system used by the merchant.
Can 17TRACK use it?	Yes, when the carrier is supported and tracking data is available.
What it can and cannot prove	It can show carrier scan history; it does not prove refund approval or item condition.

Internal delivery ID

Some merchants or marketplaces display internal shipment references.

View all details for internal delivery ID

Looks like / example	Example only: DELIVERY-#######. Do not assume Amazon TBA-style rules unless the specific marketplace officially uses them.
Who issues it	The merchant, marketplace or delivery management platform.
Can 17TRACK use it?	Usually no unless it is recognized as a carrier tracking number.
What it can and cannot prove	It may identify a delivery workflow inside the merchant system, but may not be searchable outside that system.

Return tracking number

Return label, return confirmation email or return portal.

View all details for return tracking number

Looks like / example	Example only: carrier-specific return label number.
Who issues it	The return carrier or merchant return label system.
Can 17TRACK use it?	Yes, if it is a supported carrier tracking number.
What it can and cannot prove	It shows movement back to the merchant; it does not confirm inspection or refund release.

Return authorization / RMA

Return portal, return email or customer service case.

View all details for return authorization or RMA

Looks like / example	Example only: RMA-#######.
Who issues it	The retailer, brand or returns platform configured by the merchant.
Can 17TRACK use it?	No; use the carrier tracking number on the return label.
What it can and cannot prove	It proves a return request record, not carrier transit or refund completion.

Gift or order link

Gift email, purchaser message or retailer-provided guest tracking link.

View all details for gift or order link

Looks like / example	Secure HTTPS link generated by the retailer or notification system.
Who issues it	The retailer, brand or notification platform.
Can 17TRACK use it?	No; open it to find the carrier tracking number if the merchant displays one.
What it can and cannot prove	It may provide limited access but may hide price, payment and purchaser account details.

Seller reference or marketplace order ID

Marketplace order page, seller message or seller invoice.

View all details for seller reference or marketplace order ID

Looks like / example	Example only: MP-ORDER-####### or seller-specific reference.
Who issues it	The marketplace or third-party seller.
Can 17TRACK use it?	No unless the seller also provides a carrier tracking number.
What it can and cannot prove	It identifies the marketplace transaction but may not prove handoff to a carrier.

Fulfillment, Sellers and Carriers

Narvar can display post-purchase information supplied by the merchant and carrier data feeds, but the actual fulfillment model is chosen by the retailer, marketplace or seller.

Fulfillment & Carrier Relationship

Fulfillment model

Who ships it

Brand warehouse shipment

Retailer or brand warehouse, often through a parcel carrier.

View all details for brand warehouse shipment

Typical carriers or delivery network	Carrier varies by order, region, seller, item type and delivery option unless the retailer names a carrier.
Who updates tracking	Merchant systems before handoff; carrier scans after acceptance.
Who handles delivery issues	Carrier for route-level delivery issues; retailer for replacement, refund or missing item decisions.
What the customer should check first	Shipment confirmation and first carrier acceptance scan.

Store shipment

A retail store fulfills online inventory.

View all details for store shipment

Typical carriers or delivery network	Local or national carrier selected by the retailer.
Who updates tracking	Store or retailer system until carrier pickup; carrier after scanning.
Who handles delivery issues	Retailer support if the store has not dispatched; carrier if already in transit.
What the customer should check first	Whether the tracking says label created, picked up or in transit.

Third-party seller self-fulfillment

Seller chooses shipping method and carrier.

View all details for third-party seller self-fulfillment

Typical carriers or delivery network	Carrier varies by seller and origin; cross-border handoffs may involve more than one carrier.
Who updates tracking	Seller uploads tracking; carrier updates scans after acceptance.
Who handles delivery issues	Seller first for dispatch problems; marketplace or retailer dispute route if seller does not resolve.
What the customer should check first	Seller name, dispatch promise and whether the tracking number matches the carrier.

Cross-border shipment

Merchant, seller, consolidator and last-mile carrier may all participate.

View all details for cross-border shipment

Typical carriers or delivery network	Origin carrier, line-haul provider, customs broker and destination last-mile carrier may differ.
Who updates tracking	Multiple carriers or logistics partners depending on data handoff.
Who handles delivery issues	Retailer or seller for commercial support; destination carrier for local delivery attempt issues.
What the customer should check first	Customs or handoff events and whether a destination tracking number is provided.

Pickup point or store pickup

Retailer or carrier routes the order to a pickup location.

View all details for pickup point or store pickup

Typical carriers or delivery network	Retailer pickup system, carrier access point or locker provider if offered.
Who updates tracking	Retailer for ready-for-pickup status; carrier for access-point delivery scans.
Who handles delivery issues	Pickup location or retailer for collection problems; carrier for access-point transfer issues.
What the customer should check first	Pickup confirmation, ID requirements and pickup deadline from the retailer or carrier.

Digital goods or service order

No parcel carrier is involved.

View all details for digital goods or service order

Typical carriers or delivery network	Not applicable; delivery is account access, license activation or email fulfillment.
Who updates tracking	Retailer or service provider only.
Who handles delivery issues	Retailer or service provider support.
What the customer should check first	Email inbox, spam folder, account downloads and activation instructions.

Tracking Statuses and Meanings

A Narvar-powered page may combine order status, shipment status, carrier scans, return status and refund messaging. These statuses do not all mean the same thing.

Status Quick Lookup

Status shown

Lifecycle stage

Pending / Order placed

Order confirmation before fulfillment.

View all details for pending status

What it usually means	The retailer accepted or is reviewing the order.
Who is responsible now	Retailer or payment review process.
What happens next	Inventory allocation, fulfillment release or cancellation if the order cannot proceed.
What the customer should do	Check the confirmation email and payment status; do not expect carrier scans yet.

Processing / Preparing shipment

Warehouse or seller handling.

View all details for processing status

What it usually means	The item is being picked, packed or assigned to a shipment.
Who is responsible now	Retailer, seller or fulfillment center.
What happens next	A label may be created and a tracking number may appear.
What the customer should do	Wait for shipment confirmation unless the retailer’s promised dispatch window has passed.

Label created / Shipped

Shipment created, possibly before carrier acceptance.

View all details for label created or shipped status

What it usually means	A shipping label exists, but first carrier scan may not have happened.
Who is responsible now	Fulfillment party until handoff; carrier after acceptance.
What happens next	Carrier pickup or drop-off scan should appear when the parcel enters the network.
What the customer should do	Check again after the carrier has time to scan; contact the retailer if no acceptance appears after the merchant’s stated window.

In transit

Carrier movement.

View all details for in transit status

What it usually means	The package is moving between carrier facilities or logistics partners.
Who is responsible now	Carrier or logistics network.
What happens next	Arrival scan, customs event, regional sorting or out-for-delivery scan.
What the customer should do	Watch for new scans and compare estimated delivery with carrier events.

Out for delivery

Final-mile delivery day.

View all details for out for delivery status

What it usually means	The carrier expects to attempt delivery from a local route.
Who is responsible now	Last-mile carrier.
What happens next	Delivered, attempted delivery, pickup point delivery or exception.
What the customer should do	Check carrier delivery instructions and safe delivery requirements if available.

Delivered

Carrier marked delivery complete.

View all details for delivered status

What it usually means	The carrier recorded delivery to the address, pickup point, locker, mailroom or authorized receiver.
Who is responsible now	Carrier for delivery evidence; retailer for replacement, refund or investigation process.
What happens next	If not received, delivery evidence and merchant claim process may be needed.
What the customer should do	Check all delivery locations, household members, front desk, neighbors and proof of delivery before escalating.

Pickup ready

Store, locker or access point collection.

View all details for pickup ready status

What it usually means	The order or package is available for collection.
Who is responsible now	Retailer, pickup location or carrier access point.
What happens next	Customer pickup, expiration, return to sender or cancellation depending on policy.
What the customer should do	Bring required ID, pickup code and confirmation email.

Exception / Delivery attempted

Carrier could not complete normal delivery.

View all details for exception or delivery attempted status

What it usually means	Address issue, access problem, refused delivery, weather, customs hold, missed recipient or damaged parcel handling.
Who is responsible now	Carrier for route action; retailer if address correction, replacement or return is required.
What happens next	Redelivery, pickup, return to sender or investigation.
What the customer should do	Open the carrier page for delivery options and notify the retailer if the carrier cannot resolve it.

Return in transit / Return received

Return logistics and merchant receipt.

View all details for return status

What it usually means	The return parcel is moving back or has reached the merchant’s return facility.
Who is responsible now	Carrier during return transit; merchant after receipt and inspection.
What happens next	Inspection, exchange processing, store credit or refund decision.
What the customer should do	Keep the return receipt and tracking number until the refund or exchange is completed.

Refund pending / Refunded

Financial processing after merchant decision.

View all details for refund status

What it usually means	The merchant has not yet completed, or has completed, the refund action according to its process.
Who is responsible now	Merchant and payment provider.
What happens next	Posting to the original payment method or store credit according to retailer policy.
What the customer should do	Check the retailer return portal or support case; 17TRACK cannot verify refund approval.

Delivery Time and Delay Factors

Narvar does not set a universal delivery time for all orders. Delivery estimates come from the retailer, seller, carrier service and shipment route.

Delivery Time & Delay Factors

Scenario/service

Typical timing source

Domestic parcel delivery

Retailer checkout promise and carrier estimated delivery.

View all details for domestic parcel delivery

What can delay it	Warehouse backlog, label-not-yet-picked-up, weather, route capacity or address issue.
When tracking may update	After carrier pickup, facility scan, local arrival or delivery attempt.
Who to contact first	Carrier if in transit; retailer if not accepted by carrier.
Important caveat	Estimated delivery is not the same as a guaranteed delivery unless the retailer or carrier explicitly states conditions.

Cross-border delivery

Retailer estimate, customs progress and destination carrier scan.

View all details for cross-border delivery

What can delay it	Export processing, customs review, duty payment, line-haul transfer or last-mile carrier handoff.
When tracking may update	At origin departure, customs release, destination carrier receipt or final delivery.
Who to contact first	Retailer or seller for commercial documents; destination carrier for local delivery after handoff.
Important caveat	Some cross-border routes have scan gaps between export and destination acceptance.

Third-party seller order

Seller dispatch promise and marketplace policy.

View all details for third-party seller order

What can delay it	Seller handling time, wrong tracking upload, inventory issue or unsupported carrier scan feed.
When tracking may update	After the seller ships and the carrier accepts the parcel.
Who to contact first	Seller first, then marketplace support if the seller does not ship or respond.
Important caveat	Narvar cannot enforce seller marketplace performance rules.

Preorder, backorder or out-of-stock item

Retailer product and order status messaging.

View all details for preorder or backorder

What can delay it	Inventory arrival, supplier delay, allocation rules or payment review.
When tracking may update	Only after the merchant creates a shipment.
Who to contact first	Retailer customer service.
Important caveat	No carrier tracking can exist until a shipment is created.

Split shipment

Retailer order page and package-level tracking.

View all details for split shipment

What can delay it	Items ship from different warehouses, sellers or dates.
When tracking may update	Each package updates independently when its carrier scans it.
Who to contact first	Retailer if an item never receives a shipment; carrier for a specific package already in transit.
Important caveat	One delivered package does not mean every item in the order has been delivered.

Large, high-value or signature item

Retailer delivery method and carrier appointment rules.

View all details for large or signature item

What can delay it	Appointment scheduling, signature requirement, access restrictions or freight handling.
When tracking may update	At appointment scheduling, local terminal arrival or delivery attempt.
Who to contact first	Carrier for appointment issues; retailer for product damage or replacement.
Important caveat	Delivery options depend on the service purchased by the retailer.

Common Problems and Next Steps

Use the problem table to separate order issues from carrier issues. This helps you contact the party that can actually act.

Problem & Next Step

Problem shown

Check first

No tracking number

Order status, shipment email and whether the item has actually shipped.

View all details for no tracking number

Likely cause	Order processing, preorder, digital item, seller has not shipped or tracking is not yet exposed.
Immediate action	Open the retailer order details and confirmation email.
When to escalate	When the retailer’s dispatch window or promised update has passed.
Who to contact	Retailer or seller.

Tracking number not working

Carrier name, number copied correctly and first scan timing.

View all details for tracking number not working

Likely cause	Label created but not scanned, wrong carrier selected, internal ID used or seller uploaded an incorrect number.
Immediate action	Try the named carrier page and 17TRACK carrier auto-detection.
When to escalate	If the carrier still has no record after reasonable pickup time or seller promise expires.
Who to contact	Retailer, seller or carrier depending on whether the carrier recognizes the number.

Order says shipped but no scans

Whether the status is label created rather than carrier accepted.

View all details for shipped but no scans

Likely cause	Parcel waiting for pickup, batch scan delay or carrier data delay.
Immediate action	Wait for the first acceptance scan and keep the shipment email.
When to escalate	If no acceptance appears after the retailer’s expected pickup period.
Who to contact	Retailer or fulfillment seller first.

Package stuck

Last scan location, customs or handoff event.

View all details for package stuck

Likely cause	Network backlog, customs, missed handoff, weather or long-haul transit with fewer scans.
Immediate action	Check carrier page and 17TRACK for alternate carrier events.
When to escalate	When the carrier marks an exception or the retailer’s delivery estimate is materially overdue.
Who to contact	Carrier for transit investigation; retailer for replacement or refund options.

Delivery attempted

Carrier notice, pickup location and redelivery options.

View all details for delivery attempted

Likely cause	No access, no recipient, signature required or unsafe delivery location.
Immediate action	Use the carrier page to schedule redelivery or pick up if offered.
When to escalate	If the carrier cannot complete delivery or starts returning the parcel.
Who to contact	Carrier first, then retailer if return or replacement is needed.

Address problem

Shipping address on the retailer order and carrier exception message.

View all details for address problem

Likely cause	Incomplete address, access code missing, postal formatting issue or undeliverable location.
Immediate action	Check whether the carrier permits correction; contact the retailer if shipper authorization is required.
When to escalate	If the package is being returned or cannot be corrected.
Who to contact	Carrier for delivery correction options; retailer for shipper-controlled changes.

Customs hold

Carrier customs message, documents and duty/tax request.

View all details for customs hold

Likely cause	Import review, missing documents, unpaid duty/tax or restricted item handling.
Immediate action	Follow carrier customs instructions and keep retailer invoice details.
When to escalate	If documents are missing or the carrier requires shipper action.
Who to contact	Carrier customs team and retailer or seller.

Delivered but not received

Delivery location, household, front desk, neighbors, photo and proof of delivery.

View all details for delivered but not received

Likely cause	Delivered to mailbox, locker, mailroom, alternate entrance, neighbor, scanned early or delivery error.
Immediate action	Check all delivery areas, ask household/front desk/neighbors, review proof of delivery and carrier event details.
When to escalate	If the package is still missing after local checks and carrier proof does not resolve it.
Who to contact	Carrier for delivery evidence; retailer or seller for claim, replacement or refund review.

Split shipment missing item

Package count, item allocation and each package tracking number.

View all details for split shipment missing item

Likely cause	Another package has not shipped, item backordered or packing error.
Immediate action	Compare delivered package contents with the retailer order details.
When to escalate	If the retailer shows all items delivered but an item is absent.
Who to contact	Retailer or seller with photos and packing slip.

Seller did not ship

Seller dispatch window and marketplace order messages.

View all details for seller did not ship

Likely cause	Inventory issue, seller delay or order cancellation not yet reflected.
Immediate action	Message the seller and request a valid carrier tracking number.
When to escalate	After marketplace or retailer escalation conditions are met.
Who to contact	Seller first, then marketplace or retailer support.

Wrong item, lost or damaged package

Photos, packaging, invoice, tracking and delivery proof.

View all details for wrong item lost or damaged package

Likely cause	Packing error, transit damage, misdelivery or carrier loss investigation.
Immediate action	Document the issue before discarding packaging.
When to escalate	Immediately when item condition or missing contents affect return eligibility.
Who to contact	Retailer or seller; carrier if they request a claim or inspection.

Return not updating / refund pending

Return tracking, return receipt and retailer return portal.

View all details for return not updating or refund pending

Likely cause	Return label not scanned, return in transit, return facility processing or refund not approved yet.
Immediate action	Track the return carrier number and keep the drop-off receipt.
When to escalate	When the retailer’s return processing guidance is exceeded or the return is marked delivered with no update.
Who to contact	Retailer returns support or payment provider after retailer confirms refund submission.

Returns, Exchanges and Refunds

Narvar offers returns and exchanges technology to merchants, but return eligibility, refund method, exchange rules and inspection decisions belong to the retailer or seller.

Returns & Refunds

Scenario

Where to start

Start a return

Retailer return portal, order details page or return link in the order email.

View all details for start a return

Who can start it	Buyer account holder or guest with the information required by the retailer.
Identifier needed	Order number, email, ZIP/postal code or secure order link as required by the retailer.
Return shipping/tracking	Use the carrier tracking number from the return label if one is issued.
Refund timing dependency	Depends on retailer policy, receipt, inspection and payment processing.
Important limitation	17TRACK cannot determine whether an item is eligible for return.

Exchange

Retailer return or exchange workflow, if offered.

View all details for exchange

Who can start it	Buyer or authorized gift recipient if the retailer supports gift exchanges.
Identifier needed	Order number, product selection and return authorization details.
Return shipping/tracking	Track the inbound return and any outbound exchange shipment separately.
Refund timing dependency	Exchange shipment timing may depend on inventory and return scan or inspection.
Important limitation	Not all retailers allow exchanges through the same return portal.

Cancel order

Retailer order page or customer service before fulfillment lock.

View all details for cancel order

Who can start it	Buyer account holder, if retailer policy allows cancellation at that stage.
Identifier needed	Order number and account verification.
Return shipping/tracking	Not applicable if cancelled before shipping; if already shipped, a return may be required.
Refund timing dependency	Depends on whether payment was authorized, captured or already shipped.
Important limitation	17TRACK and Narvar cannot cancel an order for the shopper.

Return label

Retailer return portal or return confirmation email.

View all details for return label

Who can start it	Eligible customer under the retailer return rules.
Identifier needed	Return authorization or order lookup details.
Return shipping/tracking	Save the tracking number and drop-off receipt.
Refund timing dependency	Often depends on carrier scan, facility receipt and inspection.
Important limitation	A label created event does not prove the return was dropped off.

Refund status

Retailer return portal, order page, email or customer service case.

View all details for refund status

Who can start it	Retailer initiates after return approval or cancellation decision.
Identifier needed	Order number, return authorization, refund case ID or payment proof.
Return shipping/tracking	Return tracking helps prove transit and delivery to the return facility.
Refund timing dependency	Depends on retailer processing and the payment method after submission.
Important limitation	17TRACK can show return parcel movement but cannot confirm refund approval.

Gift return

Retailer gift return route, if provided.

View all details for gift return

Who can start it	Gift recipient if the retailer allows recipient returns; otherwise purchaser may need to start it.
Identifier needed	Gift receipt, order link, purchaser details or item information required by the retailer.
Return shipping/tracking	Track the return label number if issued.
Refund timing dependency	May result in store credit or purchaser refund depending on retailer policy.
Important limitation	Privacy rules may limit what the recipient can see.

Third-party seller return

Marketplace return center or seller support.

View all details for third-party seller return

Who can start it	Buyer through the marketplace or seller process.
Identifier needed	Marketplace order ID, seller name and return reason.
Return shipping/tracking	Use the seller or marketplace-provided return label and keep evidence.
Refund timing dependency	Depends on seller receipt, marketplace rules and dispute outcome.
Important limitation	Narvar may not be involved unless the marketplace or seller uses Narvar for that workflow.

Customer Service and Escalation

For consumer order help, contact the retailer, marketplace, seller or carrier shown on the order. Narvar’s corporate site is intended for business inquiries and product information, not direct shopper refund approval.

Customer Service

Channel

Best for

Retailer order details page

Private order status, cancellation, address, missing item and return options.

View all details for retailer order details page

Where to access	Retailer account, order history or order confirmation link.
Information to prepare	Order number, account email, phone, shipping address and item details.
Who should use it	Buyer or account holder.
Important limitation	17TRACK cannot access private account records.

Retailer help center or contact page

Refunds, replacements, return eligibility and damaged or wrong items.

View all details for retailer help center or contact page

Where to access	The retailer website or app, usually under Help, Support, Contact Us or Returns.
Information to prepare	Order number, tracking number, photos, invoice, packing slip and latest tracking event.
Who should use it	Buyer, gift recipient if allowed, or authorized account user.
Important limitation	Do not use Narvar corporate sales contact as a substitute for the merchant’s customer service.

Carrier website or support

Delivery attempt, proof of delivery, pickup point, route exception and local delivery instructions.

View all details for carrier website or support

Where to access	Official carrier tracking page named in the shipment details.
Information to prepare	Carrier tracking number, destination postal code, proof of identity and delivery address.
Who should use it	Recipient or buyer when carrier-level delivery action is needed.
Important limitation	Carriers normally cannot approve merchant refunds or exchanges.

Marketplace message or dispute center

Third-party seller not shipped, wrong tracking, not as described or seller return dispute.

View all details for marketplace message or dispute center

Where to access	Marketplace account order page or resolution center.
Information to prepare	Marketplace order ID, seller name, messages, tracking events and photos.
Who should use it	Marketplace buyer.
Important limitation	Narvar does not decide marketplace buyer protection outcomes.

Narvar corporate contact

Business inquiries from retailers interested in Narvar products.

View all details for Narvar corporate contact

Where to access	Narvar corporate website.
Information to prepare	Company details and business use case, not consumer order credentials.
Who should use it	Retailers, brands and business teams evaluating Narvar.
Important limitation	It is not the primary route for a shopper to request a refund or package investigation.

Seller, Marketplace and Buyer Responsibility

Narvar itself is not a marketplace and does not host third-party sellers. This table applies when the retailer or marketplace that uses a Narvar-powered experience includes third-party sellers.

Marketplace Responsibility

Issue

Buyer action

Seller has not shipped

Message seller, then use marketplace escalation if dispatch promise is missed.

View all details for seller has not shipped

Platform role	Shows order and may enforce marketplace rules.
Seller role	Ships order or explains delay.
Carrier role	No role until parcel is accepted.
Evidence to keep	Order ID, seller messages and promised ship date.

Seller provided wrong tracking

Ask for corrected carrier tracking and preserve screenshots.

View all details for wrong tracking

Platform role	May review tracking validity in a dispute.
Seller role	Must provide a valid shipment reference according to marketplace rules.
Carrier role	Confirms whether the number exists and destination evidence if available.
Evidence to keep	Tracking number, carrier result and seller message history.

Item not received

Check delivery evidence, then open seller or marketplace claim if unresolved.

View all details for item not received

Platform role	May provide buyer protection or dispute handling.
Seller role	Responds with shipment evidence or remedy.
Carrier role	Provides delivery scans or proof of delivery.
Evidence to keep	Proof of delivery, photos, delivery address confirmation and local search notes.

Item not as described / wrong item

Document item, packaging and listing, then use official return or dispute flow.

View all details for item not as described

Platform role	May decide marketplace dispute or return route.
Seller role	Responds to return, replacement or refund request.
Carrier role	Only relevant for return shipping evidence.
Evidence to keep	Photos, listing, invoice, package label and communications.

Return dispute or refund after delivery failure

Keep return label, tracking, delivery scan and all seller/platform messages.

View all details for return dispute or delivery failure refund

Platform role	May adjudicate based on policy and evidence.
Seller role	Confirms receipt, inspection or refund response.
Carrier role	Provides return transit and delivery evidence.
Evidence to keep	Drop-off receipt, return tracking, photos and refund case ID.

Brand App, Notifications and Delivery Options

Narvar offers merchant-configured post-purchase messaging and tracking experiences. Availability for shoppers depends on the retailer’s implementation and the carrier service.

App, Notifications and Delivery Options

Feature

Use case

Branded tracking page

View shipment progress in the retailer’s post-purchase experience.

View all details for branded tracking page

Where to enable	Merchant configures it; shopper opens the order email, SMS or account link.
When it appears	After the retailer creates or updates the order/shipment experience.
What it can change	Usually informs and routes support; direct delivery changes depend on carrier and retailer settings.
Limitations	Not a universal Narvar consumer account for all purchases.

Email and SMS notifications

Receive shipment, delivery, delay or return updates when enabled.

View all details for email and SMS notifications

Where to enable	Retailer checkout, account preferences or order communication settings.
When it appears	When the retailer sends post-purchase communications through Narvar or another system.
What it can change	May help you react to delivery or return updates faster.
Limitations	Notification timing depends on retailer and carrier data; messages can be delayed or filtered.

Return portal

Start or monitor a return when the retailer uses a Narvar-powered return experience.

View all details for return portal

Where to enable	Retailer creates the return portal; shopper uses order lookup information.
When it appears	When the order is eligible under retailer return rules.
What it can change	May generate return instructions, labels, exchange choices or status updates.
Limitations	Eligibility, refund method and deadlines are set by the retailer, not by 17TRACK.

Delivery instructions, pickup or reschedule

Manage final-mile delivery when the carrier and retailer expose options.

View all details for delivery instructions pickup or reschedule

Where to enable	Usually the carrier website or retailer tracking page link if offered.
When it appears	After carrier acceptance and only for eligible services.
What it can change	Potentially delivery date, pickup location or delivery instruction depending on carrier rules.
Limitations	Shipper restrictions, high-value goods or signature requirements may block changes.

Business, Seller or Developer API

Narvar provides business software and documentation for merchants, but a public shopper-facing Narvar order tracking API for entering any retail order number is not confirmed. For general carrier tracking, use a carrier tracking number with 17TRACK API.

Developer/API Comparison

Option

Primary use

Narvar merchant platform and documentation

Retailer post-purchase tracking, notifications, returns and customer experience workflows.

View all details for Narvar merchant platform

Provider	Narvar.
Order/tracking coverage	Coverage depends on merchant contract, implementation, data feeds and enabled Narvar products.
Authentication/access	Business access; not a public consumer lookup endpoint.
Webhook/batch capability	Merchant capabilities depend on current Narvar documentation and contract.
Current documentation	Narvar Docs.
Important limitation	Do not build consumer tracking by guessing Narvar internal order URLs or IDs.

17TRACK Tracking API

Carrier tracking aggregation for supported carrier tracking numbers.

View all details for 17TRACK Tracking API

Provider	17TRACK.
Order/tracking coverage	Carrier tracking events for submitted tracking numbers when available.
Authentication/access	17token API key in the request header.
Webhook/batch capability	See current 17TRACK API documentation for supported tracking workflows.
Current documentation	17TRACK API Docs.
Important limitation	Requires a carrier tracking number, not a Narvar page URL, retailer order number or payment ID.

FAQ

Basic FAQs

1. How do I track my Narvar order?

Track it through the retailer that sold the item, using the order email, account order page, SMS link or Narvar-powered tracking page. If you find a carrier tracking number, you can also enter it on 17TRACK.

2. Is Narvar the store that shipped my package?

No, Narvar is a post-purchase software provider, not the seller or carrier. The retailer, seller, fulfillment center and carrier control the order and delivery.

3. Where do I find the tracking number on a Narvar-powered page?

Look in the shipment confirmation email, SMS, order details page or tracking page for the carrier name and tracking number. If the page only shows an order number, use the retailer account or contact the retailer for parcel tracking.

4. Can I track a Narvar order number on 17TRACK?

Usually no, because an order number is a retailer purchase ID rather than a carrier parcel number. First use the retailer site to find the carrier tracking number.

5. What should I do if my Narvar tracking number is not working?

Confirm that the number is a carrier tracking number and that the carrier has accepted the parcel. If it still does not work, ask the retailer or seller to confirm the carrier and tracking number.

6. Why does my order say shipped but show no carrier scans?

The label may have been created before the carrier physically received the package. Check again after pickup and contact the retailer if the parcel never receives an acceptance scan within the retailer’s expected handling window.

7. How long does Narvar delivery take?

Narvar does not set one delivery time for all orders. Delivery timing comes from the retailer’s checkout promise, seller handling time, carrier service, destination and any customs or access issues.

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

Check the mailbox, porch, side door, locker, mailroom, front desk, household members and neighbors, then review carrier proof of delivery. If it is still missing, contact the carrier for delivery evidence and the retailer or seller for a claim or resolution review.

9. How do I track a return shown through Narvar?

Use the return tracking number from the return label or return confirmation email. 17TRACK can help with return parcel movement when the return label uses a supported carrier tracking number.

10. Can Narvar or 17TRACK tell me my refund status?

17TRACK cannot approve or verify refunds, and Narvar does not replace the retailer’s refund decision. Check the retailer return portal, order page or customer service case for refund approval and payment posting.

Expert FAQs

11. Why can a Narvar-powered page show more order information than a carrier page?

A merchant page can combine order, shipment, messaging and return data that the carrier does not own. The carrier page mainly proves physical package movement and delivery events.

12. Who is responsible when a seller order on a Narvar-powered marketplace has no valid tracking?

The seller is usually responsible for dispatching and providing valid tracking, while the marketplace may handle escalation under its rules. Narvar does not decide the seller dispute unless the merchant’s own workflow routes communication through Narvar-powered tools.

13. Why do I have several tracking numbers for one Narvar order?

The retailer may split the order by warehouse, seller, inventory timing, item size or shipping method. Track each package separately because each parcel can have different scans and delivery dates.

14. Can I use a Narvar tracking page link as a 17TRACK API number?

No, the 17TRACK API expects a carrier tracking number, not a tracking page URL or retailer order link. Open the page and copy the carrier tracking number if the retailer displays one.

15. Why does a return show delivered but my refund is still pending?

Delivered return tracking only means the carrier recorded delivery to the return destination. The retailer may still need to receive, sort, inspect and approve the return before submitting a refund.

16. Does Narvar provide a public API for shoppers to track any retailer order number?

A public consumer API for entering any retailer order number is not confirmed. Narvar’s documented platform is business-oriented, while 17TRACK’s API is for carrier tracking numbers.

17. Why does 17TRACK show fewer details than the retailer’s Narvar-powered page?

17TRACK shows available carrier tracking events, while the retailer page may include private order details, item names, support actions and return options. Those private merchant details are not available from carrier tracking alone.

18. What evidence should I keep for a Narvar-related delivery dispute?

Keep the retailer order number, carrier tracking number, seller name, delivery proof, photos, packing slip, return label, drop-off receipt and all support messages. This evidence helps the carrier, retailer or marketplace decide the correct next step.

Tracking API

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

Important:
- Use a carrier tracking number from the retailer, carrier, shipment email or return label.
- Do not submit a Narvar page URL, retailer order number, invoice number, payment ID or internal shipment reference unless it is also a valid carrier tracking number.
- If you only have an order number, first open the retailer order page or email to find the carrier tracking number.