Ship24 Order Tracking

https://www.ship24.com/zh

Enter a tracking number that can be used for shipment tracking to check the logistics history of your Ship24 order.

About Ship24

Ship24 is a parcel tracking and shipment visibility platform, not an online retailer, marketplace, or DTC store. Its public website lets users enter tracking numbers to view available carrier events, while its business products include tracking API and webhook-style shipment visibility services for merchants and platforms.

Field	Verified summary
Official name	Ship24
Official website	https://www.ship24.com/zh
Brand type	Parcel tracking, shipment visibility, and tracking API platform.
Primary shopping region	Not a shopping region; users track parcels from carriers, merchants, marketplaces, and postal networks by tracking number.
Order tracking page	Ship24 tracking page accepts tracking numbers; it does not prove purchase ownership.
Marketplace or seller model	Not confirmed as a marketplace selling physical goods to consumers; seller responsibility normally belongs to the merchant where the user bought the item.

Brand Entity & Order Ownership

Entity / order party

Role in the order

Ship24 platform

Displays tracking events available for a submitted tracking number.

View all details for Ship24 platform

What it controls	Tracking lookup interface, shipment visibility products, API documentation, and account tools for its own services.
What it cannot control	Merchant orders, carrier scans, delivery attempts, customs clearance, refunds, address changes, or seller decisions.
Why it matters to tracking	A Ship24 tracking result is visibility data; it is not the same as order ownership or carrier acceptance.

Buyer account at the store

Owns the purchase record with the retailer or marketplace.

View all details for buyer account

What it controls	Access to order details, invoice, shipping address on file, seller messages, cancellation options, and return requests where offered.
What it cannot control	Carrier network movement after handoff and third-party carrier scan frequency.
Why it matters to tracking	The store account is usually where users find the carrier tracking number needed by 17TRACK or Ship24.

Seller or merchant

Sells the item and may create the shipment or upload tracking.

View all details for seller or merchant

What it controls	Item availability, packing, shipment creation, seller-provided tracking, returns authorization, and order support.
What it cannot control	Carrier scans once the parcel is physically accepted, customs decisions, or last-mile delivery route events.
Why it matters to tracking	If no tracking exists, the seller or merchant is usually the first party that can confirm whether the package has actually shipped.

Fulfillment party

Warehouse, fulfillment provider, store, or marketplace fulfillment network preparing the parcel.

View all details for fulfillment party

What it controls	Picking, packing, labeling, split shipments, and physical handoff to a carrier.
What it cannot control	Payment refunds and carrier route performance after handoff.
Why it matters to tracking	Label created does not always mean the carrier has received the parcel.

Carrier or last-mile carrier

Transports the parcel and generates transport scans.

View all details for carrier or last-mile carrier

What it controls	Acceptance, transit, customs handoff events, delivery attempts, proof of delivery where available, and return-to-sender movement.
What it cannot control	Merchant refund approval, item quality, or seller dispute decisions.
Why it matters to tracking	Carrier scans are the most direct evidence that a package is moving through the delivery network.

Payment or refund channel

Processes payment, refund, or chargeback according to the merchant and payment provider rules.

View all details for payment or refund channel

What it controls	Payment authorization, refund settlement, and payment disputes where applicable.
What it cannot control	Parcel movement or tracking event updates.
Why it matters to tracking	A delivered scan does not automatically mean a refund is approved or denied.

17TRACK relationship

Independent tracking platform that can track available carrier tracking numbers.

View all details for 17TRACK relationship

What it controls	Tracking-number lookup, carrier detection where supported, and 17TRACK API registration for tracking numbers.
What it cannot control	Ship24 accounts, Ship24 API products, merchant orders, refunds, address edits, seller messages, or delivery outcomes.
Why it matters to tracking	Use 17TRACK when you have a carrier tracking number; use the merchant or carrier for private order and support actions.

Quick Answer

To track a package you are viewing through Ship24, use the carrier tracking number from the store, seller, shipping email, or carrier notification. You can enter that number on Ship24, the carrier website, or 17TRACK when carrier tracking is available.

If you mean an order for Ship24’s own business tracking services, sign in to the Ship24 account or contact Ship24 through its official support channels. 17TRACK cannot access private Ship24 account billing, API subscriptions, dashboard data, or support tickets.

Question	Direct answer
How do I track my Ship24 order?	Ship24 is not normally the seller; track the parcel with the tracking number from the merchant, seller, carrier, or shipment email.
Where do I find the tracking number?	Check the store order page, shipping confirmation email, seller message, carrier SMS/email, or return label.
What if there is no tracking?	Ask the merchant or seller whether the parcel has shipped and whether tracking will be provided; an order number alone is usually not enough for 17TRACK.
Who should I contact?	Contact the seller for unshipped orders, the carrier for delivery events, Ship24 for Ship24 account/API issues, and 17TRACK only for 17TRACK tracking or API questions.

Pro Tip: 17TRACK can help track available carrier tracking numbers and may help identify the carrier, but it cannot view private Ship24 order details, modify an order, start a refund, or contact a merchant on your behalf.

How to Track Ship24 Orders

Because Ship24 is a tracking platform, the practical path depends on what you are trying to track: a package bought from another store, a return shipment, or Ship24’s own business service account.

Tracking Path Comparison

Tracking path

Use when

Merchant account / Your Orders

You bought the item from a retailer, marketplace, or DTC store.

View all details for merchant account tracking

Identifier needed	Store login, order number, email, or phone depending on the merchant.
What you can see	Order status, seller name, shipment status, tracking number when issued, split shipments, cancellation or return options where available.
Best next step	Open the order, select shipment or track package, copy the carrier tracking number, then track on the carrier site or 17TRACK.
Important limitation	The order page may say shipped before the carrier posts the first acceptance scan.

Official order email or SMS

You do not want to sign in or you checked out as a guest.

View all details for order email or SMS

Identifier needed	Shipping confirmation email, SMS link, or merchant notification.
What you can see	Tracking link, carrier name, tracking number, estimated date, or shipment reference if the merchant provides it.
Best next step	Use the tracking number rather than the order confirmation number when checking 17TRACK.
Important limitation	Gift recipients may receive only limited tracking details if the purchaser or merchant restricts order information.

Ship24 tracking page

You want to view shipment events with Ship24 using a tracking number.

View all details for Ship24 tracking page

Identifier needed	Carrier tracking number or shipment number accepted by Ship24’s tracking form.
What you can see	Available parcel events and carrier-related shipment updates.
Best next step	If the result is missing or incomplete, verify the number with the merchant and carrier.
Important limitation	Ship24 cannot create tracking for a seller that has not shipped the parcel.

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 the store order number or payment ID.
What you can see	Available carrier scans, route progress, and status changes supported by 17TRACK.
Best next step	Compare the latest event with the carrier site if there is a delivery dispute.
Important limitation	17TRACK cannot access private merchant order pages or Ship24 account dashboards.

Carrier website

You need proof of delivery, delivery instructions, pickup location details, or local delivery support.

View all details for carrier website tracking

Identifier needed	Carrier tracking number and sometimes destination ZIP/postcode or account verification.
What you can see	Carrier-level scans, delivery attempt information, pickup options, proof of delivery where available, and service alerts.
Best next step	Use the carrier’s support path for delivery access issues, failed attempts, or pickup instructions.
Important limitation	The carrier may not discuss merchant refund or item contents.

Seller or marketplace message center

A third-party seller has not shipped, uploaded an invalid number, or sent the wrong item.

View all details for seller or marketplace messages

Identifier needed	Marketplace order ID, seller name, message thread, and tracking number if provided.
What you can see	Seller replies, dispute options, shipment promises, refund or replacement options depending on platform rules.
Best next step	Ask for the carrier name, tracking number, and ship date; escalate through the marketplace if seller response is inadequate.
Important limitation	Ship24 and 17TRACK cannot force a seller to ship or refund.

Guest or gift route

You are not the account holder or the purchase was made as a guest.

View all details for guest or gift route

Identifier needed	Gift tracking link, order email, recipient delivery notice, or tracking number shared by the purchaser.
What you can see	Usually shipment progress only; private purchase, price, billing, and refund details may be hidden.
Best next step	Ask the purchaser or merchant for a tracking link if you only have a gift note.
Important limitation	Without account ownership or a tracking number, third-party tracking platforms cannot identify the parcel.

Official account tracking steps for the store that sold the item: sign in, open the order list, choose the order, view shipment or order status, copy the carrier tracking number, and check whether the order was split into multiple packages. If you are tracking Ship24’s own API or business service account, use Ship24’s account and support flow rather than parcel tracking tools.

Order Numbers, Tracking Numbers and Where to Find Them

An order number identifies a purchase in a merchant system. A tracking number identifies a shipment in a carrier or tracking network. 17TRACK and Ship24 generally need the shipment or carrier tracking number, not a payment reference or store-only order number.

Identifier & Tracking Number Guide

Identifier type

Where users find it

Brand order number

Retailer order page or order confirmation email.

View all details for brand order number

Looks like / example	ORDER-####### or a merchant-specific reference; example is fictional.
Who issues it	The retailer, marketplace, or seller order system.
Can 17TRACK use it?	Usually no; first find the carrier tracking number.
What it can and cannot prove	It proves the purchase record with the seller, but not carrier custody.

Shipment or tracking number

Shipping email, order shipment tab, carrier notification, or label.

View all details for shipment or tracking number

Looks like / example	Carrier-specific alphanumeric formats vary; use a fictional placeholder such as TRACKING-NUMBER-1234 in notes.
Who issues it	Carrier, postal operator, marketplace logistics network, or fulfillment system.
Can 17TRACK use it?	Yes, when it is a supported carrier tracking number and the carrier has data available.
What it can and cannot prove	It can show shipment movement; it cannot prove item quality or refund eligibility.

Carrier tracking number

Carrier page linked from the merchant, postal receipt, pickup receipt, or notification.

View all details for carrier tracking number

Looks like / example	Varies by carrier and country; do not assume a universal Ship24 format.
Who issues it	The carrier or logistics provider.
Can 17TRACK use it?	Often yes if the carrier is supported and the number has entered the carrier system.
What it can and cannot prove	It is the best public identifier for transport scans, but it may not reveal buyer identity.

Internal delivery ID

Some marketplaces show internal logistics references inside their order pages.

View all details for internal delivery ID

Looks like / example	Platform-specific; no official Ship24 consumer order ID format is confirmed for shopping orders.
Who issues it	The marketplace or logistics platform, if used.
Can 17TRACK use it?	Only if it is also a supported tracking number; many internal IDs are not public carrier numbers.
What it can and cannot prove	It may identify an internal shipment but may not be accepted by independent tracking sites.

Return tracking number

Return label, return center, carrier receipt, or drop-off confirmation.

View all details for return tracking number

Looks like / example	Carrier-specific; often printed on the return label.
Who issues it	Carrier, merchant return portal, or marketplace return service.
Can 17TRACK use it?	Yes when it is a supported carrier tracking number.
What it can and cannot prove	It shows the return parcel movement, not whether the seller has approved the refund.

Return authorization / RMA

Return approval email, return portal, seller message, or marketplace case.

View all details for return authorization

Looks like / example	RMA-####### or a merchant-specific case ID; example is fictional.
Who issues it	Merchant, marketplace, or seller support system.
Can 17TRACK use it?	No, unless the same value is also a carrier tracking number.
What it can and cannot prove	It proves a return case, not physical return movement.

Gift or order link

Shared by purchaser, merchant gift tracking email, or delivery notification.

View all details for gift or order link

Looks like / example	Secure merchant URL rather than a public tracking number.
Who issues it	Merchant, marketplace, or purchaser.
Can 17TRACK use it?	No; extract the carrier tracking number if shown.
What it can and cannot prove	It may show limited delivery progress but usually not billing or refund rights.

Seller reference

Invoice, packing slip, seller message, or marketplace order thread.

View all details for seller reference

Looks like / example	SKU, invoice number, or seller-defined reference; no universal public format.
Who issues it	Seller or merchant.
Can 17TRACK use it?	No, unless it is actually a carrier tracking number.
What it can and cannot prove	It helps seller support identify the transaction, but it does not show parcel movement.

Marketplace order ID

Marketplace order details and confirmation email.

View all details for marketplace order ID

Looks like / example	Platform-specific; do not reuse Amazon-specific TBA or order number rules for Ship24.
Who issues it	The marketplace where the purchase was made.
Can 17TRACK use it?	Usually no; locate each shipment’s carrier tracking number.
What it can and cannot prove	It proves platform purchase identity, but not carrier acceptance.

Fulfillment, Sellers and Carriers

Ship24 tracks parcels; it does not normally decide who fulfills an ecommerce order. Carrier choice varies by order, region, seller, item type, and delivery option unless the selling merchant publishes a specific carrier for the shipment.

Fulfillment & Carrier Relationship

Fulfillment model

Who ships it

Retailer or brand warehouse

The store’s warehouse or contracted fulfillment provider.

View all details for retailer warehouse fulfillment

Typical carriers or delivery network	Carrier varies by merchant, destination, item, and service selected.
Who updates tracking	Carrier updates shipment scans; merchant updates order status.
Who handles delivery issues	Carrier handles delivery access and scans; merchant handles order and refund support.
What the customer should check first	Merchant order details for shipment number and split packages.

Third-party seller self-fulfillment

The seller packs and ships the item directly.

View all details for third-party seller fulfillment

Typical carriers or delivery network	Carrier varies by seller and region; do not assume a Ship24 carrier list.
Who updates tracking	Seller uploads the number; carrier posts scans after physical acceptance.
Who handles delivery issues	Seller for invalid tracking or not shipped; carrier for scanned delivery events.
What the customer should check first	Seller name, promised ship date, and whether a number has first carrier acceptance.

Marketplace fulfillment

Marketplace warehouse or logistics partner fulfills for the seller.

View all details for marketplace fulfillment

Typical carriers or delivery network	Marketplace network, postal services, couriers, or last-mile partners depending on the platform.
Who updates tracking	Marketplace may update order status; carrier or logistics network updates transport events.
Who handles delivery issues	Marketplace support usually coordinates order issues; carrier may handle local delivery instructions.
What the customer should check first	Each shipment inside the marketplace order, because one order can split into multiple packages.

Cross-border seller

Seller, export carrier, line-haul provider, customs broker, and last-mile carrier may all be involved.

View all details for cross-border fulfillment

Typical carriers or delivery network	Multiple logistics providers can hand off the parcel; carrier varies by route.
Who updates tracking	Origin carrier, line-haul provider, customs-related systems, and final-mile carrier when integrated.
Who handles delivery issues	Seller for order promises; carrier or customs broker for documented transport or clearance events.
What the customer should check first	Latest event location, customs status, and whether a new last-mile tracking number exists.

Store pickup or pickup point

Merchant, carrier pickup location, locker operator, or local shop network.

View all details for pickup fulfillment

Typical carriers or delivery network	Depends on the merchant and pickup partner.
Who updates tracking	Merchant or carrier updates ready-for-pickup and collected events.
Who handles delivery issues	Pickup location for collection problems; merchant for order eligibility and refunds.
What the customer should check first	Pickup code, ID requirements, location address, and pickup deadline from the official notice.

Digital service or API subscription

No physical carrier shipment is involved.

View all details for digital Ship24 service

Typical carriers or delivery network	Not applicable to digital account access or API service setup.
Who updates tracking	Ship24 account, billing, or developer dashboard updates service status; no parcel scan exists.
Who handles delivery issues	Ship24 support for its service account; payment provider for payment settlement questions where relevant.
What the customer should check first	Ship24 login, subscription, API key, documentation, and official support resources.

Tracking Statuses and Meanings

Order status, shipment status, carrier scan, return status, and refund status are different. A tracking page may show a parcel event, but the seller or marketplace still controls order service decisions.

Status Quick Lookup

Status shown

Lifecycle stage

Pending or order received

Order created before shipment handoff.

View all details for pending status

What it usually means	The merchant has the order but no carrier shipment may exist yet.
Who is responsible now	Merchant or seller.
What happens next	Payment confirmation, inventory allocation, packing, or cancellation review.
What the customer should do	Check merchant order page; do not expect 17TRACK scans before a tracking number exists.

Processing or preparing shipment

Warehouse or seller handling.

View all details for processing status

What it usually means	Item is being packed or shipment label may be created.
Who is responsible now	Seller, warehouse, or fulfillment provider.
What happens next	Carrier receives the parcel and posts first scan.
What the customer should do	Wait for a tracking number or ask the seller if the promised ship window passed.

Shipped or label created

Shipment announced, not necessarily scanned.

View all details for shipped or label created

What it usually means	A label or tracking number exists; the carrier may still be waiting to receive the parcel.
Who is responsible now	Seller until physical handoff; carrier after acceptance scan.
What happens next	Acceptance, origin facility, or pickup scan.
What the customer should do	Track the carrier number; if no scan appears, ask the seller to confirm handoff.

In transit

Carrier movement between facilities or countries.

View all details for in transit status

What it usually means	The parcel is moving through carrier, postal, or line-haul networks.
Who is responsible now	Carrier or logistics network.
What happens next	Facility arrival, customs, handoff, or local delivery scan.
What the customer should do	Monitor latest event location; contact carrier if movement stalls beyond the carrier’s normal support threshold.

Out for delivery

Last-mile delivery attempt expected.

View all details for out for delivery status

What it usually means	The parcel is with a local courier route or delivery unit.
Who is responsible now	Last-mile carrier.
What happens next	Delivery, attempted delivery, pickup notice, or exception.
What the customer should do	Check access instructions, carrier delivery window, and secure delivery location.

Delivered

Carrier recorded delivery or handoff.

View all details for delivered status

What it usually means	The carrier marked the parcel delivered, sometimes to a mailbox, locker, front desk, neighbor, or safe place.
Who is responsible now	Carrier for delivery evidence; merchant or seller for order resolution.
What happens next	Customer confirms receipt or opens a delivery dispute if not received.
What the customer should do	Check delivery location, household, front desk, neighbors, proof of delivery, then contact seller or carrier.

Pickup ready

Parcel is waiting at a pickup point, locker, post office, or store.

View all details for pickup ready status

What it usually means	Recipient must collect the parcel using the official pickup notice.
Who is responsible now	Pickup location or carrier.
What happens next	Collected by recipient or returned if not collected under the carrier or merchant rules.
What the customer should do	Bring required ID, pickup code, and check the official deadline.

Exception, failed attempt, address issue, or customs hold

Carrier needs action or an abnormal event occurred.

View all details for exception status

What it usually means	Delivery access, address verification, customs, payment of duties, damage, or operational disruption may be involved.
Who is responsible now	Carrier, customs authority, seller, or recipient depending on the event text.
What happens next	Redelivery, pickup, return, clearance, investigation, or seller escalation.
What the customer should do	Read the latest event, contact the party named in the event, and keep screenshots.

Return in transit or returned

Parcel is moving back or has reached sender or return facility.

View all details for return status

What it usually means	The shipment is being returned because of a return request, failed delivery, refusal, or sender instruction.
Who is responsible now	Carrier for return movement; merchant for refund review after receipt.
What happens next	Return facility scan, inspection, refund decision, or replacement processing.
What the customer should do	Track the return number and monitor the merchant return case separately.

Refund pending or refunded

Financial status, not a transport status.

View all details for refund status

What it usually means	The merchant or payment channel is reviewing or processing money movement.
Who is responsible now	Merchant, marketplace, seller, and payment provider.
What happens next	Refund approval, settlement to original payment method, store credit, or dispute decision.
What the customer should do	Use the merchant refund case; 17TRACK can only show return parcel movement if a return tracking number exists.

Delivery Time and Delay Factors

Ship24 does not set the delivery promise for purchases made from other merchants. Estimated delivery dates come from the seller, marketplace, carrier, or shipping service selected at checkout.

Delivery Time & Delay Factors

Scenario/service

Typical timing source

Domestic ecommerce order

Merchant checkout promise and carrier service estimate.

View all details for domestic ecommerce order

What can delay it	Inventory, label creation, carrier pickup, local disruptions, failed delivery, address issues.
When tracking may update	After carrier acceptance and at network scan points.
Who to contact first	Seller before first scan; carrier after accepted scans.
Important caveat	Estimated dates are usually not a guaranteed delivery promise unless the merchant or carrier states specific terms.

Cross-border order

Seller estimate, export carrier, customs process, and last-mile carrier.

View all details for cross-border order

What can delay it	Export processing, line-haul capacity, customs checks, duties, security inspections, local carrier handoff.
When tracking may update	At origin acceptance, export departure, import arrival, customs release, and final-mile acceptance.
Who to contact first	Seller for order commitment; carrier or customs-related contact if the event requests recipient action.
Important caveat	Gaps between countries or carriers can occur without meaning the parcel is lost.

Third-party seller order

Marketplace seller handling promise and uploaded tracking.

View all details for third-party seller order

What can delay it	Seller processing, delayed handoff, invalid tracking, item sourcing, or marketplace review.
When tracking may update	Only after the seller provides a valid tracking number and the carrier scans it.
Who to contact first	Seller or marketplace message center.
Important caveat	Tracking platforms cannot verify stock availability inside the seller’s warehouse.

Presale, backorder, or out-of-stock item

Merchant product page, order page, or seller update.

View all details for presale or backorder

What can delay it	Inventory arrival, supplier delay, partial fulfillment, payment review.
When tracking may update	After the item is allocated and shipped.
Who to contact first	Merchant or seller.
Important caveat	No carrier scan exists until a physical package is accepted.

Split shipment

Merchant order page and each package tracking number.

View all details for split shipment

What can delay it	Different warehouses, different sellers, stock availability, carrier routes.
When tracking may update	Each package updates independently.
Who to contact first	Merchant if an item is missing from all shipments.
Important caveat	One delivered package does not prove the whole order is complete.

Pickup point, locker, or store pickup

Official pickup notification and carrier or merchant pickup page.

View all details for pickup point or locker

What can delay it	Locker capacity, store receiving, incorrect pickup code, local carrier transfer.
When tracking may update	When the parcel is placed at the location, collected, or returned.
Who to contact first	Pickup location or carrier for collection issues; merchant for order eligibility.
Important caveat	Pickup deadlines and ID rules must come from the official pickup notice.

Large, high-value, or signature item

Merchant shipping terms and carrier service selected.

View all details for large or signature item

What can delay it	Appointment scheduling, signature requirement, security checks, special handling.
When tracking may update	At carrier appointment, local depot, delivery attempt, or completed delivery.
Who to contact first	Carrier for appointment or access; merchant for order-level service.
Important caveat	Signature release and delivery instruction rules differ by carrier and merchant.

Holiday or peak season

Merchant notices and carrier service alerts.

View all details for holiday or peak season

What can delay it	Warehouse backlog, carrier volume, weather, labor disruption, customs congestion.
When tracking may update	At the next carrier scan point; some parcels may skip intermediate scans.
Who to contact first	Merchant if no shipment exists; carrier if a scanned parcel stalls.
Important caveat	Tracking gaps during peak periods are not automatically proof of loss.

Common Problems and Next Steps

Start with the latest reliable identifier. If you only have an order number, go back to the merchant. If you have a carrier tracking number, compare the carrier site, Ship24, and 17TRACK, then contact the party that controls the current lifecycle stage.

Problem & Next Step

Problem shown

Check first

No tracking number

Merchant order page, shipping email, seller message, and spam folder.

View all details for no tracking number

Likely cause	Order not shipped, untracked service, delayed seller update, or digital service order.
Immediate action	Ask seller or merchant whether tracking will be issued.
When to escalate	When the merchant’s promised ship window has passed.
Who to contact	Seller or merchant, not Ship24 or 17TRACK.

Tracking number not working

Number copied exactly, carrier name, and whether the parcel has first scan.

View all details for tracking number not working

Likely cause	Label newly created, wrong carrier, typo, unsupported carrier, or seller uploaded a bad number.
Immediate action	Try the carrier website and 17TRACK; ask seller to confirm the carrier.
When to escalate	If the number remains invalid after seller says the carrier accepted the parcel.
Who to contact	Seller first, then carrier if the carrier recognizes the number.

Order says shipped but no scans

Whether the status is label created or carrier accepted.

View all details for shipped but no scans

Likely cause	Label created before pickup, batch pickup not scanned, or seller has not handed over the parcel.
Immediate action	Wait for first carrier event and ask seller for handoff confirmation if delayed.
When to escalate	When there is still no carrier acceptance after the seller’s stated processing window.
Who to contact	Seller or merchant.

Package stuck

Latest event date, location, service type, and cross-border handoff.

View all details for package stuck

Likely cause	Carrier backlog, customs, handoff gap, missed scan, or route disruption.
Immediate action	Check carrier site for service alerts and compare latest event across tracking platforms.
When to escalate	After the carrier or merchant support window for missing or delayed packages applies.
Who to contact	Carrier for scanned parcel delay; seller for order remedy.

Delivery attempted

Carrier notice, pickup location, redelivery options, and address access.

View all details for delivery attempted

Likely cause	No one available, access problem, signature required, unsafe location, or incomplete address.
Immediate action	Use carrier redelivery or pickup instructions if available.
When to escalate	If the carrier cannot redeliver or pickup deadline is near.
Who to contact	Carrier or pickup location; merchant if parcel is returned.

Address problem

Order address, carrier event text, and whether the carrier allows correction.

View all details for address problem

Likely cause	Missing apartment, wrong postcode, recipient unavailable, or restricted delivery location.
Immediate action	Contact the carrier if they offer correction; contact seller if carrier requires shipper action.
When to escalate	If return-to-sender begins or carrier requests sender authorization.
Who to contact	Carrier and merchant, depending on who can authorize changes.

Customs hold

Event text for documents, duties, taxes, or recipient action.

View all details for customs hold

Likely cause	Customs inspection, missing documents, import fees, restricted item review.
Immediate action	Follow the carrier or customs notice and keep proof of any payment or document submission.
When to escalate	If the seller must provide invoice or shipping documents.
Who to contact	Carrier or customs broker, then seller for commercial documents.

Delivered but not received

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

View all details for delivered but not received

Likely cause	Safe-place delivery, front desk handoff, neighbor delivery, premature scan, wrong address, or theft.
Immediate action	Check all delivery locations, ask household and front desk, review proof of delivery, then contact carrier and seller.
When to escalate	If the carrier confirms non-receipt evidence or the merchant requires a missing-package claim.
Who to contact	Carrier for delivery evidence; seller or marketplace for order remedy or claim.

Split shipment missing item

All package tracking numbers and packing slips.

View all details for split shipment missing item

Likely cause	Order split across warehouses, item canceled, backordered, or packed separately.
Immediate action	Verify every shipment in the order and compare delivered items with packing slips.
When to escalate	If all shipments are delivered and the item is still missing.
Who to contact	Merchant or seller.

Seller did not ship

Seller handling time, order status, and marketplace protection options.

View all details for seller did not ship

Likely cause	Inventory issue, seller delay, payment review, or fraudulent listing.
Immediate action	Message seller and ask for carrier, tracking number, and ship date.
When to escalate	When marketplace or payment protection allows a dispute or cancellation.
Who to contact	Seller first, then marketplace or payment provider.

Wrong item, lost, or damaged package

Photos, packaging, invoice, delivery event, and seller return policy.

View all details for wrong item, lost, or damaged package

Likely cause	Packing error, transit damage, loss investigation, or seller fulfillment issue.
Immediate action	Document condition, keep packaging, and open a support case with seller or marketplace.
When to escalate	If seller denies responsibility without resolving the documented issue.
Who to contact	Seller or marketplace; carrier may need a damage inspection or claim from shipper.

Return not updating or refund pending

Return tracking number, drop-off receipt, return case, and merchant refund page.

View all details for return not updating or refund pending

Likely cause	Carrier has not scanned return, return center not inspected item, or refund is still under merchant review.
Immediate action	Track return shipment separately and monitor refund status in the merchant account.
When to escalate	When return delivery is confirmed but merchant has not acknowledged the return under its policy.
Who to contact	Carrier for return movement; merchant or marketplace for refund approval.

Returns, Exchanges and Refunds

For physical ecommerce purchases tracked through Ship24, return and refund rules belong to the merchant, marketplace, or seller that sold the item. 17TRACK can help follow a return package only when you have a carrier return tracking number.

Returns & Refunds

Scenario

Where to start

Return request

Merchant account, marketplace order page, seller message center, or official return portal.

View all details for return request

Who can start it	Usually the purchaser or account holder; gift recipients may have limited options.
Identifier needed	Order number, email/account, item, reason, and photos if damaged.
Return shipping/tracking	Use the carrier tracking number on the return label or drop-off receipt.
Refund timing dependency	Depends on merchant approval, return receipt, item inspection, and payment channel.
Important limitation	Ship24 and 17TRACK cannot approve a return.

Exchange or replacement

Seller or merchant support flow.

View all details for exchange or replacement

Who can start it	Purchaser or authorized account holder.
Identifier needed	Order number, item SKU, photos, reason, and original tracking number.
Return shipping/tracking	Original return and replacement shipments may have different tracking numbers.
Refund timing dependency	Exchange approval and replacement availability can replace a refund flow.
Important limitation	Tracking a replacement requires the new shipment number.

Cancel order before shipment

Merchant order page or seller support.

View all details for cancel order before shipment

Who can start it	Purchaser or authorized account holder.
Identifier needed	Order number and account email.
Return shipping/tracking	No return tracking if the parcel never shipped.
Refund timing dependency	Depends on merchant cancellation approval and payment settlement.
Important limitation	Once handed to carrier, cancellation may become a return process.

Return label or drop-off receipt

Return portal, email, carrier store, locker, or postal counter.

View all details for return label or drop-off receipt

Who can start it	Person authorized to return the item.
Identifier needed	Return authorization and return tracking number.
Return shipping/tracking	Track the return number on the carrier site or 17TRACK if supported.
Refund timing dependency	Refund may not begin until the merchant receives or inspects the item.
Important limitation	Keep the receipt; it is evidence of handoff.

Refund status

Merchant refund page, marketplace case, or payment account.

View all details for refund status

Who can start it	Merchant, seller, marketplace, or payment provider after approval.
Identifier needed	Order number, return case ID, refund ID, and payment method.
Return shipping/tracking	Return delivery evidence can support but does not decide refund approval.
Refund timing dependency	Merchant inspection and payment provider processing.
Important limitation	17TRACK cannot determine whether a refund was approved.

Gift return

Merchant gift return route if offered, or purchaser account.

View all details for gift return

Who can start it	Gift recipient only if merchant allows; otherwise purchaser.
Identifier needed	Gift receipt, order link, recipient details, or purchaser-provided order information.
Return shipping/tracking	Use the return label tracking number if issued.
Refund timing dependency	Refund method may differ for gift returns depending on merchant rules.
Important limitation	Private billing information may not be available to the recipient.

Third-party seller or cross-border return

Marketplace dispute or seller return instructions.

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

Who can start it	Purchaser through seller or marketplace rules.
Identifier needed	Marketplace order ID, seller name, return address, return tracking, customs documents if required.
Return shipping/tracking	May involve international carriers, postal services, and customs events.
Refund timing dependency	Depends on marketplace protection, seller receipt, inspection, and dispute outcome.
Important limitation	Confirm return address and shipping responsibility before sending the item.

Customer Service and Escalation

Use Ship24 support for Ship24 platform, account, or API questions. Use the merchant, seller, marketplace, carrier, or payment provider for physical order, delivery, return, and refund issues.

Customer Service

Channel

Best for

Ship24 tracking page

Checking parcel events when you already have a tracking number.

View all details for Ship24 tracking page support route

Where to access	Ship24 tracking page
Information to prepare	Tracking number, carrier if known, merchant name, latest event screenshot.
Who should use it	Parcel recipients who want visibility data.
Important limitation	It is not a merchant order support channel.

Ship24 help or contact route

Ship24 account, dashboard, API, billing, or platform questions.

View all details for Ship24 help or contact route

Where to access	Ship24 Support Center or official contact links on Ship24.
Information to prepare	Ship24 account email, API key reference if safe to share through official support, subscription or invoice reference, tracking number if relevant.
Who should use it	Ship24 users, developers, and business customers.
Important limitation	Do not ask Ship24 to refund an order bought from another retailer.

Merchant or seller support

No tracking, not shipped, wrong item, missing item, return, refund, or order change.

View all details for merchant or seller support

Where to access	Retailer account, marketplace order details, seller message center, or return portal.
Information to prepare	Order number, account email, seller name, tracking number, item photos, invoice, delivery evidence, return label.
Who should use it	Purchaser or authorized account holder.
Important limitation	Seller support may need account verification before discussing private order data.

Carrier support

Delivery attempts, pickup, address access, proof of delivery, damage inspection, or local delivery questions.

View all details for carrier support

Where to access	Official carrier tracking page or carrier customer service channel named in the tracking event.
Information to prepare	Carrier tracking number, destination postcode, recipient name, delivery notice, latest scan, photos if damaged.
Who should use it	Recipient or shipper depending on carrier rules.
Important limitation	Some carriers only allow the shipper to open formal claims.

Marketplace dispute or buyer protection

Seller did not ship, invalid tracking, item not received, or seller dispute.

View all details for marketplace dispute route

Where to access	Marketplace order page, resolution center, help center, or buyer protection workflow.
Information to prepare	Marketplace order ID, seller messages, tracking screenshots, delivery proof, photos, return receipt.
Who should use it	Marketplace buyers after normal seller contact fails or platform rules allow escalation.
Important limitation	Dispute deadlines and evidence rules come from the marketplace, not Ship24 or 17TRACK.

17TRACK support or API documentation

17TRACK tracking display, 17TRACK account, or 17TRACK API integration questions.

View all details for 17TRACK support route

Where to access	17TRACK API documentation for API users.
Information to prepare	Tracking number, carrier, API request ID or response, account email, screenshots.
Who should use it	17TRACK users and developers.
Important limitation	17TRACK is not affiliated with Ship24 and cannot change Ship24 services or merchant orders.

Seller, Marketplace and Buyer Responsibility

This module is not a Ship24 marketplace policy because Ship24 is not confirmed as a consumer marketplace for physical goods. It applies when a user is using Ship24 to track an order bought from a separate marketplace or third-party seller.

Marketplace Responsibility

Issue

Buyer action

Seller has not shipped

Message seller, check marketplace handling time, then escalate through platform rules.

View all details for seller has not shipped

Platform role	May provide order status, buyer protection, cancellation, or dispute tools.
Seller role	Must confirm stock, ship date, and valid tracking if required.
Carrier role	No role until parcel is accepted.
Evidence to keep	Order page, seller messages, promised dates.

Seller provided wrong tracking

Ask seller for carrier name and corrected number; report mismatch to marketplace if unresolved.

View all details for wrong tracking

Platform role	May review evidence and enforce seller tracking rules.
Seller role	Provides valid shipment information.
Carrier role	Shows whether number belongs to a shipment and destination where visible.
Evidence to keep	Invalid result screenshots, carrier page, seller replies.

Item not received

Check delivery evidence, contact carrier, then open seller or marketplace case.

View all details for item not received

Platform role	May decide buyer protection or refund after reviewing evidence.
Seller role	Responds to claim and may coordinate with carrier.
Carrier role	Provides delivery scans or proof of delivery.
Evidence to keep	Tracking events, delivery photo, proof of non-receipt notes, communication log.

Item not as described or wrong item

Photograph item, packaging, label, and invoice; open merchant or marketplace return case.

View all details for item not as described

Platform role	May mediate dispute and return requirements.
Seller role	Must address product or packing issue under platform rules.
Carrier role	Usually not responsible unless damage occurred in transit.
Evidence to keep	Photos, listing screenshot, messages, packaging, return receipt.

Return dispute

Track return parcel and submit drop-off proof plus return case details.

View all details for return dispute

Platform role	May decide dispute based on return tracking, policy, and seller response.
Seller role	Receives and inspects return.
Carrier role	Provides return transport scans.
Evidence to keep	Return label, tracking number, receipt, weight proof if available, photos before shipment.

Delivery scan conflict

Compare carrier proof, merchant delivery address, and actual receiving location.

View all details for delivery scan conflict

Platform role	May require carrier proof or seller investigation.
Seller role	May file carrier claim as shipper.
Carrier role	Investigates delivery location or proof of delivery.
Evidence to keep	Proof of delivery, address confirmation, front desk statements, photos.

Refund after delivery failure

Use merchant or marketplace claim flow; do not treat tracking status alone as refund approval.

View all details for refund after delivery failure

Platform role	May approve refund, replacement, or denial according to evidence and policy.
Seller role	Responds to claim and may coordinate replacement or carrier claim.
Carrier role	Provides loss, damage, or return-to-sender evidence.
Evidence to keep	Tracking history, carrier case number, seller messages, refund case ID.

Brand App, Notifications and Delivery Options

Ship24’s public site emphasizes tracking lookup and business tracking tools rather than acting as the merchant that can change delivery instructions for a user’s purchase. Delivery option changes usually belong to the carrier or the store where the order was placed.

App, Notifications and Delivery Options

Feature

Use case

Ship24 web tracking

Manual lookup of parcel events with a tracking number.

View all details for Ship24 web tracking

Where to enable	Use the official Ship24 tracking page; account requirements depend on Ship24 product use.
When it appears	After entering a tracking number and when carrier data is available.
What it can change	It can show available tracking information, not the delivery route or order terms.
Limitations	No authority over carrier instructions, refunds, or merchant order changes.

Merchant email or SMS notifications

Receive order confirmation, shipping notice, or return update from the seller.

View all details for merchant notifications

Where to enable	Merchant account, checkout preferences, or communication settings.
When it appears	Order placed, shipped, out for delivery, delivered, return started, or refund update depending on merchant.
What it can change	May provide links to order support or carrier tracking.
Limitations	Notification availability and content are controlled by the merchant.

Carrier delivery instructions

Reschedule, pickup, safe place, signature, or access instructions if offered by carrier.

View all details for carrier delivery instructions

Where to enable	Official carrier tracking page or carrier account.
When it appears	After carrier accepts the parcel and if the service supports changes.
What it can change	May change delivery date, location, pickup, or instructions depending on carrier rules.
Limitations	Some shipments require shipper approval or do not allow changes.

Pickup point or locker

Collect parcel from a carrier or merchant pickup location.

View all details for pickup point or locker option

Where to enable	Checkout, carrier notification, or carrier delivery management page if available.
When it appears	At checkout, after failed delivery, or when carrier redirects to pickup.
What it can change	May change final delivery to collection.
Limitations	Pickup deadline, ID, code, and size restrictions depend on the official notice.

Business, Seller or Developer API

Ship24 publicly offers tracking API documentation for businesses. This 17TRACK brand page does not reproduce or replace Ship24 API credentials, pricing, or implementation rules; developers should use Ship24’s own documentation for Ship24 integrations and 17TRACK’s documentation for 17TRACK integrations.

Developer/API Comparison

Option

Provider

Ship24 tracking API

Ship24

View all details for Ship24 tracking API

Order/tracking coverage	Shipment tracking visibility for supported tracking numbers according to Ship24 documentation.
Primary use	Merchant, platform, or logistics systems that need tracking data from Ship24.
Authentication/access	Use Ship24’s official developer documentation and account process; do not infer credentials from third-party pages.
Webhook/batch capability	Refer to current Ship24 API documentation for available features.
Current documentation	Ship24 API documentation
Important limitation	Ship24 API is separate from 17TRACK API and does not grant access to merchant private order data unless the merchant system provides it.

17TRACK tracking API

17TRACK

View all details for 17TRACK tracking API

Order/tracking coverage	Carrier tracking numbers registered to 17TRACK API, subject to 17TRACK support and carrier data availability.
Primary use	Developers and merchants who want to register tracking numbers and retrieve shipment tracking events through 17TRACK.
Authentication/access	Uses 17token header as shown in 17TRACK API documentation.
Webhook/batch capability	Refer to current 17TRACK documentation for endpoint-level capabilities.
Current documentation	17TRACK API documentation
Important limitation	Use carrier tracking numbers, not Ship24 account IDs, store order numbers, payment IDs, or invoice numbers.

Merchant order API

The store, marketplace, or ecommerce platform where the order was placed.

View all details for merchant order API

Order/tracking coverage	Private order, line item, payment, fulfillment, and refund data depending on the merchant platform.
Primary use	Seller operations, order management, returns, and customer service.
Authentication/access	Merchant platform credentials and permissions.
Webhook/batch capability	Depends on the merchant platform.
Current documentation	Use the official documentation of the store or marketplace, not Ship24 or 17TRACK, for private order APIs.
Important limitation	Tracking APIs cannot replace merchant order APIs when you need refund, item, buyer, or address data.

FAQ

1. How do I track my Ship24 order?

Ship24 is not normally the seller of your ecommerce order, so track the package with the carrier tracking number from the store, seller, shipping email, or carrier notice. You can then check the number on Ship24, the carrier site, or 17TRACK when supported tracking data is available.

2. Where do I find my Ship24 tracking number?

Look for the tracking number in the retailer order page, shipping confirmation email, seller message, carrier SMS/email, return label, or drop-off receipt. Ship24 can display tracking data, but the seller or carrier usually issues the number.

3. Can I track with an order number instead of a tracking number?

Usually no, because an order number identifies the purchase inside the merchant system, while a tracking number identifies the shipment. First open the merchant order details and copy the carrier tracking number if one has been issued.

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

Ask the merchant or seller whether the order has shipped and whether tracking will be provided. A tracking platform cannot create carrier events for an unshipped order or an untracked service.

5. Why is my tracking number not updating?

Tracking may not update until the carrier physically accepts the parcel or scans it at the next facility. If the number remains invalid, confirm the carrier and tracking number with the seller and compare the official carrier page.

6. How long does Ship24 delivery take?

Ship24 does not set delivery times for ecommerce purchases tracked on its site. Delivery timing comes from the merchant, seller, marketplace, carrier, service level, route, customs process, and last-mile network.

7. What should I do if tracking says delivered but I did not receive the package?

Check mailbox, safe place, front desk, household members, neighbors, delivery photo, and proof of delivery first. Then contact the carrier for delivery evidence and the seller or marketplace for a missing-package claim or order remedy.

8. Can I track a return package through Ship24 or 17TRACK?

Yes, if the return label or drop-off receipt has a carrier tracking number supported by the tracking platform. Return tracking shows parcel movement back to the merchant, not whether the refund has been approved.

9. How do I check my refund status?

Check the merchant account, marketplace case, seller message, or payment account where the purchase was made. 17TRACK and Ship24 can show available shipment events but cannot approve, accelerate, or confirm a refund settlement.

10. How do I contact Ship24 customer service?

Use Ship24’s official support resources for Ship24 tracking platform, account, billing, or API questions. For a physical order bought elsewhere, contact the seller, marketplace, or carrier because Ship24 is not the order owner.

11. Is Ship24 a marketplace seller responsible for shipping my order?

Ship24 is a parcel tracking and shipment visibility platform, not a confirmed consumer marketplace for physical goods. The seller or merchant where you purchased the item controls order fulfillment and uploaded tracking.

12. Why can Ship24 or 17TRACK show tracking but not change my address?

Tracking platforms display available shipment events but do not own the shipment contract or merchant order. Address changes usually require the merchant, shipper, or carrier, and some carriers only accept changes from the shipper.

13. How do split shipments affect tracking?

A single order can be split into multiple packages, each with its own tracking number, carrier, and delivery date. Track every shipment separately and contact the merchant if all packages are delivered but an item is still missing.

14. Can a marketplace internal ID be tracked on 17TRACK?

Only if that internal ID is also a supported carrier tracking number. Many marketplace references are private order or delivery IDs, so you should look for the public carrier tracking number in the shipment details.

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

The parcel may move from an origin carrier to line-haul, customs, and a last-mile carrier, causing tracking gaps or a new local tracking number. Check the latest event text and the merchant order page for any updated final-mile number.

16. Does Ship24 have an API for sellers or developers?

Ship24 publishes API documentation for tracking-related business use. Developers should use Ship24’s official documentation for Ship24 integrations and 17TRACK’s documentation for 17TRACK integrations because the providers, endpoints, and credentials are separate.

17. Can I use the 17TRACK API with a Ship24 tracking result?

You can use the 17TRACK API with the underlying carrier tracking number, not with a Ship24 account ID, invoice, order number, or private dashboard reference. Register the carrier tracking number through the 17TRACK API endpoint shown below.

18. Who is responsible if the carrier scan conflicts with the seller’s order page?

The carrier is responsible for transport scans, while the seller or marketplace controls order resolution. Keep screenshots from the carrier, tracking platform, and order page, then use the marketplace or merchant escalation path if the seller’s status is inconsistent.

Tracking API

The example below is a generic 17TRACK API registration request. It uses a carrier tracking number, not a Ship24 order number, payment number, invoice number, merchant order ID, or internal dashboard reference. If you only have an order number, first retrieve the carrier tracking number from the merchant, seller, carrier notice, or return label.

POST https://api.17track.net/track/v2.4/register

Headers:
17token: YourKey
Content-Type: application/json

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