ShipMonk

https://www.shipmonk.com/

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

About Shipmonk

Shipmonk is an ecommerce fulfillment and third-party logistics provider. In a typical consumer order, Shipmonk may store, pick, pack and hand off a merchant’s order to a parcel carrier, but the merchant or marketplace that sold the item usually owns the customer relationship, order record, returns approval and refund decision. Official website: https://www.shipmonk.com/.

Brand Entity & Order Ownership

Entity / order party

Role in the order

Shipmonk

Fulfillment and logistics service provider for merchants.

View all details for Shipmonk

What it controls	Warehouse receiving, inventory handling, picking, packing, fulfillment workflows and shipment creation for merchant clients when the order is fulfilled through Shipmonk.
What it cannot control	It usually cannot approve a consumer refund, change a marketplace policy, guarantee a carrier scan, or resolve a payment dispute for the buyer.
Why it matters to tracking	A tracking page may show a package handled by Shipmonk even though the buyer purchased from a separate brand or marketplace seller.

Buyer account

The account or checkout identity used on the merchant store or marketplace.

View all details for buyer account

What it controls	Access to the order confirmation, shipping address shown to the seller, order history, return request and customer support case.
What it cannot control	It cannot create a carrier scan or prove carrier possession before a parcel is accepted into the carrier network.
Why it matters to tracking	The buyer normally needs the merchant order email or account page to find the carrier tracking number.

Seller or merchant

The store that sold the item and owns the customer order.

View all details for seller or merchant

What it controls	Order confirmation, item availability, cancellation rules, customer service, return authorization and refund decisions.
What it cannot control	It cannot force every carrier scan to appear immediately after a label is created.
Why it matters to tracking	If the buyer only knows the merchant order number, the merchant is the first party that can map it to a shipment and tracking number.

Fulfillment party

Shipmonk or another warehouse that prepares the parcel.

View all details for fulfillment party

What it controls	Warehouse processing, label generation and handoff to the selected carrier when the merchant uses that fulfillment model.
What it cannot control	It cannot resolve payment chargebacks or change a buyer’s marketplace account.
Why it matters to tracking	Tracking may stay at label created until the parcel is physically inducted by the carrier.

Carrier / last-mile carrier

Transports the parcel and produces shipping scans.

View all details for carrier or last-mile carrier

What it controls	Pickup, acceptance scans, transit scans, out-for-delivery events, proof of delivery and attempted delivery records.
What it cannot control	It usually cannot approve the merchant’s refund or replace the item without seller instructions.
Why it matters to tracking	17TRACK and carrier pages depend on carrier tracking data, not private order records.

Payment / refund channel

Merchant checkout, marketplace payment system, card issuer or wallet.

View all details for payment or refund channel

What it controls	Payment capture, refund posting, disputes or chargeback processing depending on how the purchase was paid.
What it cannot control	It cannot confirm where the parcel is unless linked to a seller claim record.
Why it matters to tracking	A delivered scan is evidence for delivery review, but it is not the same as a refund approval.

17TRACK relationship

Independent multi-carrier tracking platform.

View all details for 17TRACK relationship

What it controls	Displaying available tracking events for supported tracking numbers and helping identify possible carriers.
What it cannot control	17TRACK cannot see private merchant order details, change an address, cancel an order, contact Shipmonk, approve a return or issue a refund.
Why it matters to tracking	Use 17TRACK after you have a carrier tracking number, not only a merchant order number.

Quick Answer

To track an order fulfilled by Shipmonk, start with the store or marketplace where you bought the item. Open the order details or shipping confirmation email, copy the carrier tracking number, then track it on the carrier website or 17TRACK.

If there is no tracking number yet, the order may still be processing, the seller may have created an order record but not a parcel label, or the parcel may not have received its first carrier scan. 17TRACK can help track available carrier tracking numbers and may auto-detect carriers, but it cannot view private Shipmonk merchant portal records, modify orders, start refunds or contact sellers.

Pro Tip: If your confirmation email says an order is fulfilled by Shipmonk but the brand name is different, contact the selling brand for order questions and use the carrier tracking number for shipment scans.

How to Track Shipmonk Orders

Use the merchant store first, then the carrier or 17TRACK. A Shipmonk-fulfilled order may not be searchable by consumers inside Shipmonk unless the merchant has provided a customer-facing tracking link.

Tracking Path Comparison

Tracking path

Use when

Official merchant account / Your Orders

You bought from a brand store or marketplace account.

View all details for merchant account tracking

Identifier needed	Login email, order number or marketplace order ID.
What you can see	Order status, shipment split, seller notes, carrier name and tracking number when provided.
Best next step	Sign in, open order details, select the shipment, then copy the carrier tracking number.
Important limitation	Private order pages are controlled by the selling merchant, not by 17TRACK.

Official order email or SMS

You checked out as guest or need the shipping confirmation.

View all details for order email or SMS

Identifier needed	Email address or phone number used at checkout.
What you can see	Order confirmation, shipping notification, tracking link and possible split-shipment notices.
Best next step	Search your inbox for the store name, Shipmonk, tracking, shipment, order confirmation or the order number.
Important limitation	Email links may require the original buyer’s email or store account.

17TRACK

You have a carrier tracking number from the seller or shipment email.

View all details for 17TRACK tracking

Identifier needed	Carrier tracking number, not a private merchant order number.
What you can see	Available carrier events such as label created, accepted, in transit, out for delivery, delivered or exception.
Best next step	Paste the tracking number and review the latest event, carrier and destination progress.
Important limitation	17TRACK does not show private item details, invoice data, refunds or customer service case notes.

Carrier website

The merchant email names a specific carrier.

View all details for carrier website tracking

Identifier needed	Carrier tracking number and sometimes destination ZIP or postal code for delivery management.
What you can see	Carrier scans, delivery attempt notices, pickup options and proof of delivery where available.
Best next step	Use the carrier page for delivery instructions, rescheduling or claim information if the carrier offers it.
Important limitation	The carrier usually cannot refund the purchase price or confirm item contents.

Seller or marketplace message center

The order is from a marketplace or third-party seller.

View all details for seller message center

Identifier needed	Marketplace order ID, seller name and item listing.
What you can see	Seller shipment promises, tracking updates, cancellation eligibility and dispute options.
Best next step	Ask the seller for the carrier tracking number if only a seller reference is visible.
Important limitation	Marketplace policies decide dispute deadlines and refund routes.

Guest or gift order route

You do not control the buyer account.

View all details for guest or gift tracking

Identifier needed	Order confirmation link, gift tracking link, recipient email, or information the merchant asks for.
What you can see	Usually limited shipment status; payment, refund and item details may be hidden.
Best next step	Ask the purchaser or merchant for the carrier tracking number or gift tracking page.
Important limitation	Privacy rules may prevent the merchant from sharing account or payment details with a recipient.

App notifications

The selling brand or marketplace offers app alerts.

View all details for app notifications

Identifier needed	Brand or marketplace account login and notification permission.
What you can see	Order shipped, delivery alerts, return updates or message-center notifications depending on the seller platform.
Best next step	Enable notifications in the seller’s app and still save the carrier tracking number for independent tracking.
Important limitation	Shipmonk is not the shopping app for most consumer orders fulfilled through its warehouses.

Practical steps: log in to the seller’s site, open the order list, choose the order, open shipment or order status, identify whether the order was split into more than one package, then track each carrier number separately.

Order Numbers, Tracking Numbers and Where to Find Them

An order number identifies the purchase inside the seller’s system. 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

Brand order number

Order confirmation email, account order page or invoice from the selling brand.

View all details for brand order number

Looks like / example	Example only: ORDER-#### or #SM-STORE-####; formats vary by merchant.
Who issues it	The seller, brand store or marketplace order system.
Can 17TRACK use it?	Usually no; first find the carrier tracking number in the shipment details.
What it can and cannot prove	It proves a purchase record in the seller system, but not carrier possession of a package.

Shipment / tracking number

Shipping confirmation email, tracking link or order shipment panel.

View all details for shipment tracking number

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

Carrier tracking number

Carrier link, merchant shipment email, label or delivery notification.

View all details for carrier tracking number

Looks like / example	Carrier-specific; do not assume one Shipmonk format because carriers vary by order, region and service.
Who issues it	The carrier or shipping system connected to the carrier.
Can 17TRACK use it?	Yes, if the number is valid and the carrier is supported or detectable.
What it can and cannot prove	It can show movement through the carrier network, but not whether every item in a split order was included.

Internal delivery ID

May appear in a merchant portal or Shipmonk merchant-facing system.

View all details for internal delivery ID

Looks like / example	Example only: internal fulfillment reference or shipment record ID; public format not standardized for buyers.
Who issues it	The merchant system, Shipmonk platform or connected ecommerce integration.
Can 17TRACK use it?	No, unless it is also a carrier tracking number.
What it can and cannot prove	It may help merchant support locate the fulfillment record, but it is not a public carrier scan record.

Return tracking number

Return label, return portal, carrier receipt or return confirmation email.

View all details for return tracking number

Looks like / example	Carrier-specific return label number, often different from the outbound tracking number.
Who issues it	The carrier or the seller’s return label provider.
Can 17TRACK use it?	Yes, when it is a carrier tracking number supported by 17TRACK.
What it can and cannot prove	It proves return parcel movement, not whether the seller has inspected the item or issued a refund.

Return authorization / RMA

Seller return portal, support email or marketplace return case.

View all details for return authorization or RMA

Looks like / example	Example only: RMA-####### or RETURN-####; seller formats vary.
Who issues it	The selling brand, marketplace or return system.
Can 17TRACK use it?	No; use it with seller support and track the return label number separately.
What it can and cannot prove	It proves a return request record, not carrier movement or refund posting.

Gift / order link

Gift email, recipient notification or purchaser-shared link.

View all details for gift or order link

Looks like / example	Secure store link; exact format depends on the merchant or marketplace.
Who issues it	The selling platform or merchant.
Can 17TRACK use it?	No; open the link to find a carrier tracking number if available.
What it can and cannot prove	It may show limited shipment status but may hide buyer, payment and refund details.

Seller reference

Marketplace seller messages, packing slip or support conversation.

View all details for seller reference

Looks like / example	Merchant-specific reference such as PO, batch, warehouse or fulfillment number.
Who issues it	The seller or merchant operations system.
Can 17TRACK use it?	No, unless the seller reference is actually a carrier tracking number.
What it can and cannot prove	It helps the seller investigate internally but is not a public tracking number.

Marketplace order ID

Marketplace order page, confirmation email or app order history.

View all details for marketplace order ID

Looks like / example	Marketplace-specific format; do not convert it into a Shipmonk tracking number.
Who issues it	The marketplace where the purchase was placed.
Can 17TRACK use it?	Usually no; use the marketplace to reveal the shipment and carrier tracking number.
What it can and cannot prove	It identifies the platform purchase and dispute route, but not carrier acceptance.

Fulfillment, Sellers and Carriers

Shipmonk may be one link in a larger fulfillment chain. The carrier varies by merchant, destination, parcel attributes, service level and connected sales channel.

Fulfillment & Carrier Relationship

Fulfillment model

Who ships it

Brand store fulfilled through Shipmonk

Shipmonk prepares the package for the merchant, then a carrier transports it.

View all details for brand store fulfilled through Shipmonk

Typical carriers or delivery network	Carrier varies by order, region, merchant settings, item type and shipping option.
Who updates tracking	The carrier updates transport scans; the merchant system may mirror those events.
Who handles delivery issues	Start with the selling merchant for order remedies; use the carrier for delivery attempts and proof of delivery.
What the customer should check first	Merchant shipment email and each package’s carrier tracking number.

Marketplace seller using Shipmonk

The third-party seller may route fulfillment through Shipmonk.

View all details for marketplace seller using Shipmonk

Typical carriers or delivery network	Varies by seller service level and marketplace integration.
Who updates tracking	Seller uploads or syncs tracking; the carrier provides scans.
Who handles delivery issues	Marketplace and seller handle order disputes; carrier handles delivery scan evidence.
What the customer should check first	Marketplace order page, seller name and uploaded carrier number.

Seller self-fulfilled without Shipmonk

The seller or another warehouse ships the order.

View all details for seller self-fulfilled order

Typical carriers or delivery network	Carrier varies by seller; Shipmonk may have no role.
Who updates tracking	Seller and carrier.
Who handles delivery issues	Seller, marketplace and carrier according to the sales channel policy.
What the customer should check first	Do not assume Shipmonk involvement unless the merchant identifies Shipmonk or uses a Shipmonk tracking link.

Cross-border merchant order

Merchant, fulfillment provider, international carrier and local last-mile carrier may all be involved.

View all details for cross-border merchant order

Typical carriers or delivery network	Line-haul, customs broker and local carrier can vary by lane and service.
Who updates tracking	Multiple carriers may update at different milestones; scans may pause during handoff or customs.
Who handles delivery issues	Seller handles order remedy; carrier or customs-related contacts may be needed for delivery documents.
What the customer should check first	Latest carrier event, destination country handoff and any request for customs information.

Warehouse split shipment

One order ships in multiple packages from one or more locations.

View all details for warehouse split shipment

Typical carriers or delivery network	Each package can have its own carrier and tracking number.
Who updates tracking	Each package’s carrier updates its own scans.
Who handles delivery issues	Merchant investigates missing items; carrier investigates missing parcels.
What the customer should check first	Order details for multiple shipments and packing slip item allocation.

Digital goods or services

No parcel carrier is involved.

View all details for digital goods or services

Typical carriers or delivery network	Not applicable to physical tracking.
Who updates tracking	The seller updates order or access status.
Who handles delivery issues	Seller or platform support.
What the customer should check first	Email delivery, account access and seller support instructions.

Tracking Statuses and Meanings

Read statuses by lifecycle: order status comes from the seller, shipment status comes from fulfillment, carrier scan status comes from the carrier, and refund status comes from the seller or payment channel.

Status Quick Lookup

Status shown

Lifecycle stage

Pending / order received

Order placed, before fulfillment action is visible.

View all details for pending status

What it usually means	The seller has the order but may still be verifying payment, stock or fulfillment routing.
Who is responsible now	Seller or marketplace.
What happens next	Order moves to processing or cancellation if the seller cannot fulfill it.
What the customer should do	Check order email and seller account; do not expect carrier tracking yet.

Processing / preparing order

Warehouse or seller is preparing the items.

View all details for processing status

What it usually means	Inventory, picking, packing or label workflow is in progress.
Who is responsible now	Seller and fulfillment party.
What happens next	A shipping label may be created and a tracking number may appear.
What the customer should do	Wait for shipment notification or contact the seller if the seller’s promised handling window has passed.

Label created / shipment information sent

Carrier number exists but carrier may not have the parcel yet.

View all details for label created status

What it usually means	A label was generated in a shipping system; first physical scan may come later.
Who is responsible now	Fulfillment party until carrier acceptance; then carrier.
What happens next	Carrier pickup or acceptance scan.
What the customer should do	Track again later and contact the seller if there are no scans after a reasonable merchant-stated period.

Shipped / accepted

Carrier has received or scanned the parcel.

View all details for shipped or accepted status

What it usually means	The parcel has entered the carrier network or a manifest has been accepted.
Who is responsible now	Carrier for transport; seller for order-level service.
What happens next	Transit scans or a handoff scan.
What the customer should do	Use the carrier tracking number with 17TRACK or the carrier website.

In transit

Parcel is moving between facilities or carriers.

View all details for in transit status

What it usually means	The parcel is being transported; not every movement creates a public scan.
Who is responsible now	Carrier or handoff network.
What happens next	Arrival at local facility, customs event or out-for-delivery scan.
What the customer should do	Compare the latest event with the estimated delivery date shown by the seller or carrier.

Out for delivery

Last-mile delivery attempt is expected.

View all details for out for delivery status

What it usually means	The parcel is assigned to a local delivery route.
Who is responsible now	Last-mile carrier.
What happens next	Delivered, delivery attempted, pickup available or exception.
What the customer should do	Monitor carrier alerts and delivery location; follow carrier instructions for access or signature needs.

Delivered

Carrier records a completed delivery.

View all details for delivered status

What it usually means	The carrier marked the shipment delivered to the address, pickup point, locker, mailroom or another recorded delivery location.
Who is responsible now	Carrier for proof of delivery; seller for order remedy review.
What happens next	If missing, the buyer gathers evidence and contacts seller or carrier according to the order channel.
What the customer should do	Check all delivery locations, household members, front desk, neighbors, delivery photo and carrier proof of delivery.

Exception / delivery attempted

Carrier needs action or could not complete delivery.

View all details for exception or attempted delivery

What it usually means	Address issue, access problem, weather, damaged label, customs issue, pickup notice or failed delivery attempt.
Who is responsible now	Carrier for delivery action; seller for order-level remedy if delivery fails.
What happens next	Redelivery, pickup, return to sender or investigation.
What the customer should do	Follow carrier instructions quickly and notify the seller if the package is being returned or address correction is needed.

Return in transit

Return parcel is moving back to seller or return facility.

View all details for return in transit status

What it usually means	The buyer or carrier has sent the return parcel using a return tracking number.
Who is responsible now	Return carrier until delivered; seller after receipt and inspection.
What happens next	Return delivered, inspection, exchange shipment or refund review.
What the customer should do	Keep the drop-off receipt and track the return number separately from the outbound number.

Refund pending / refunded

Payment or seller refund lifecycle, not parcel movement.

View all details for refund status

What it usually means	The seller or marketplace is reviewing, approving or posting a refund.
Who is responsible now	Seller, marketplace and payment provider.
What happens next	Refund confirmation or request for more information.
What the customer should do	Check seller return policy and payment account; 17TRACK cannot confirm financial posting.

Delivery Time and Delay Factors

There is no single public delivery time for every Shipmonk-fulfilled order because the buyer’s service promise comes from the selling merchant, marketplace, selected shipping method and carrier.

Delivery Time & Delay Factors

Scenario/service

Typical timing source

Domestic parcel

Seller checkout promise and carrier estimated delivery.

View all details for domestic parcel

What can delay it	Order handling, warehouse cutoff, carrier pickup, weather, address issues or local delivery volume.
When tracking may update	After label creation, carrier acceptance and facility scans.
Who to contact first	Seller for order handling delays; carrier for active delivery exceptions.
Important caveat	Estimated delivery is not the same as a guaranteed delivery date unless the seller or carrier states a guarantee with conditions.

Cross-border order

Seller shipping policy, international carrier and local last-mile carrier.

View all details for cross-border order

What can delay it	Export processing, customs inspection, duties, handoff between carriers and destination-country delivery capacity.
When tracking may update	At export, import, customs release or local carrier receipt; gaps can occur between countries.
Who to contact first	Seller if documents or order support are needed; carrier if customs or delivery notice asks the recipient to act.
Important caveat	Customs and taxes depend on destination rules and seller terms.

Third-party seller order

Marketplace estimate and seller handling time.

View all details for third-party seller order

What can delay it	Seller stock, delayed tracking upload, marketplace review or carrier acceptance.
When tracking may update	After the seller uploads a valid tracking number and the carrier scans it.
Who to contact first	Seller through the marketplace message center.
Important caveat	Marketplace dispute windows and evidence rules may apply.

Preorder or out-of-stock item

Seller product page and order email.

View all details for preorder or out-of-stock item

What can delay it	Inventory arrival, allocation rules, launch volume or payment authorization review.
When tracking may update	Only after the seller releases the order for fulfillment and a label is created.
Who to contact first	Seller support.
Important caveat	No carrier can track an item that has not become a parcel.

Split shipment

Seller order detail page and shipment emails.

View all details for split shipment

What can delay it	Items shipping from different inventory locations or at different readiness times.
When tracking may update	Each package updates separately.
Who to contact first	Seller if one item has no shipment; carrier if one shipped package is delayed.
Important caveat	One delivered tracking number does not prove every package in the order was delivered.

High-value, signature or special item

Seller shipping terms and carrier delivery management page.

View all details for high-value or signature item

What can delay it	Signature requirement, appointment delivery, failed access, identity checks or restricted drop-off locations.
When tracking may update	At attempted delivery, reschedule, pickup availability or return-to-sender events.
Who to contact first	Carrier for delivery instructions; seller for order remedy or reshipment decisions.
Important caveat	Release options depend on carrier and seller restrictions.

Peak season or holiday volume

Seller holiday notice and carrier service alerts.

View all details for peak season or holiday volume

What can delay it	High order volume, carrier congestion, weather, staffing or local route limitations.
When tracking may update	Scans may appear after batch processing or facility unloading.
Who to contact first	Seller if shipment has not started; carrier if the package is already moving.
Important caveat	Carrier service alerts can change quickly and should be checked on the carrier page.

Common Problems and Next Steps

For Shipmonk-fulfilled purchases, separate order issues from carrier issues. The seller controls order remedies; the carrier controls delivery scan evidence; 17TRACK displays supported tracking events.

Problem & Next Step

Problem shown

Check first

No tracking number

Order email, seller account and whether the order has actually shipped.

View all details for no tracking number

Likely cause	Order still processing, label not created, seller has not synced tracking or guest email was mistyped.
Immediate action	Search inbox and spam; ask the seller for the carrier tracking number.
When to escalate	When the seller’s handling window or marketplace ship-by date has passed.
Who to contact	Selling merchant or marketplace seller.

Tracking number not working

Number accuracy, carrier selection and whether it is a carrier number.

View all details for tracking number not working

Likely cause	New label, wrong identifier, typo, unsupported carrier or no first scan yet.
Immediate action	Copy the number exactly from the shipment email and try carrier auto-detection on 17TRACK.
When to escalate	If the seller confirms shipment but tracking never activates after carrier acceptance should have occurred.
Who to contact	Seller first; carrier after a valid carrier number exists.

Shipped but no scans

Whether status is only label created or truly carrier accepted.

View all details for shipped but no scans

Likely cause	Label generated before carrier pickup, batch handoff delay or carrier scan not yet public.
Immediate action	Wait for first carrier scan and monitor both seller and carrier pages.
When to escalate	If the seller-stated handling period has passed with no acceptance scan.
Who to contact	Seller or marketplace message center.

Package stuck

Latest event location, date, customs status and carrier alert.

View all details for package stuck

Likely cause	Facility backlog, handoff gap, customs processing, weather or missed scan.
Immediate action	Check carrier page for service alerts and compare with seller’s estimated delivery date.
When to escalate	After the carrier or seller’s investigation threshold is met.
Who to contact	Carrier for scan investigation; seller for order remedy if delivery fails.

Delivery attempted

Carrier notice, pickup location, access code or signature requirement.

View all details for delivery attempted

Likely cause	No access, recipient unavailable, signature needed or unsafe delivery location.
Immediate action	Follow carrier instructions for redelivery, pickup or delivery management.
When to escalate	If the parcel is being returned or carrier options are blocked.
Who to contact	Carrier first for delivery arrangements; seller if return-to-sender occurs.

Address problem

Shipping address in the order and carrier exception details.

View all details for address problem

Likely cause	Incorrect address, missing apartment, inaccessible location or carrier address validation issue.
Immediate action	Contact the seller immediately if not shipped; contact carrier if it is already in transit and carrier allows correction.
When to escalate	When tracking shows return to sender or failed address correction.
Who to contact	Seller for order record; carrier for active delivery options.

Customs hold

Carrier customs message and any request for recipient action.

View all details for customs hold

Likely cause	Import review, missing information, duties, taxes or restricted item review.
Immediate action	Follow carrier or customs instructions and ask the seller for invoice or product details if required.
When to escalate	If customs requests documents the buyer cannot provide or the parcel is returned.
Who to contact	Carrier/customs contact listed in tracking and the selling merchant.

Delivered but not received

Delivery photo, proof of delivery, address and all delivery locations.

View all details for delivered but not received

Likely cause	Hidden delivery location, mailroom/front desk receipt, neighbor delivery, premature scan, wrong address or theft.
Immediate action	Check porch, mailbox, locker, side doors, office, building staff, household members, neighbors and carrier proof of delivery.
When to escalate	If the package remains missing after checking delivery evidence and the seller’s missing-package process applies.
Who to contact	Carrier for proof of delivery and seller or marketplace for order remedy review.

Split shipment missing item

Order page for multiple shipments and packing slip contents.

View all details for split shipment missing item

Likely cause	Another package is still in transit, item backorder, packing error or separate warehouse shipment.
Immediate action	Track every package number and compare items assigned to each shipment.
When to escalate	If all packages are delivered and an item is still missing.
Who to contact	Selling merchant with photos of packaging and packing slip.

Seller did not ship

Marketplace ship-by date or merchant handling commitment.

View all details for seller did not ship

Likely cause	Out-of-stock item, seller delay, payment review or failed fulfillment integration.
Immediate action	Ask seller for shipment confirmation or cancellation options.
When to escalate	When marketplace or merchant policy allows cancellation, dispute or claim.
Who to contact	Seller first; marketplace if seller does not respond under platform rules.

Wrong item

Order confirmation, item label, packing slip and photos.

View all details for wrong item

Likely cause	Pick/pack error, listing issue or seller substitution.
Immediate action	Photograph the item, label, packaging and packing slip before returning anything.
When to escalate	If seller does not provide replacement or return instructions under its policy.
Who to contact	Selling merchant or marketplace dispute channel.

Lost or damaged package

Latest carrier event, delivery evidence and photos of damage.

View all details for lost or damaged package

Likely cause	Carrier loss, transit damage, packaging damage or misdelivery.
Immediate action	Keep packaging, take photos and save tracking history.
When to escalate	When carrier investigation or seller claim requirements apply.
Who to contact	Seller for order remedy; carrier for shipment investigation if allowed.

Return not updating

Return tracking number, carrier drop-off receipt and label activation.

View all details for return not updating

Likely cause	Return label not scanned, drop-off delay, carrier handoff gap or wrong return identifier.
Immediate action	Track the return carrier number and keep the drop-off receipt.
When to escalate	If the carrier has no scan after the drop-off proof or seller asks for return evidence.
Who to contact	Carrier for scan issue; seller for return case.

Refund pending

Seller return status, refund confirmation and payment method.

View all details for refund pending

Likely cause	Return not received, inspection not complete, refund not approved or payment provider posting delay.
Immediate action	Check return delivery, seller return case and payment account.
When to escalate	When seller policy or marketplace timeline says a review should be complete.
Who to contact	Seller, marketplace support or payment provider depending on purchase channel.

Returns, Exchanges and Refunds

Return approval and refund timing come from the seller or marketplace, not from 17TRACK. 17TRACK can help you follow the physical return parcel when you have a carrier return tracking number.

Returns & Refunds

Scenario

Where to start

Return request

Selling merchant’s return portal, order page or marketplace return center.

View all details for return request

Who can start it	Buyer account holder or eligible gift recipient depending on seller policy.
Identifier needed	Order number, email, item SKU, reason and photos if damaged or wrong item.
Return shipping/tracking	Use the return label tracking number if one is issued.
Refund timing dependency	Depends on seller approval, return receipt, inspection and payment processing.
Important limitation	Shipmonk may receive or process returns for merchants, but the consumer should follow the seller’s return instructions.

Exchange

Seller support or return portal if exchanges are offered.

View all details for exchange

Who can start it	Buyer or authorized account user.
Identifier needed	Order number, item, size/color or replacement request.
Return shipping/tracking	Track the return package and any replacement package separately.
Refund timing dependency	An exchange may not create a refund unless price difference or seller policy requires it.
Important limitation	17TRACK cannot reserve replacement inventory.

Cancel order

Seller order page or support before shipment is too far along.

View all details for cancel order

Who can start it	Buyer account holder or seller support.
Identifier needed	Order number and buyer account email.
Return shipping/tracking	If already shipped, cancellation may become a return or refusal process.
Refund timing dependency	Depends on seller cancellation approval and payment capture status.
Important limitation	A carrier tracking page cannot cancel a merchant order.

Return label

Seller return portal or support email.

View all details for return label

Who can start it	Seller or return system after verifying eligibility.
Identifier needed	Return authorization, order number and item details.
Return shipping/tracking	The return label creates a separate carrier tracking number.
Refund timing dependency	Refund review usually depends on return delivery and seller processing.
Important limitation	Do not send returns to an address unless the seller instructed it; warehouse addresses may not accept unauthorized consumer returns.

Refund status

Seller account, marketplace case or payment method statement.

View all details for refund status

Who can start it	Seller, marketplace or payment provider after eligibility review.
Identifier needed	Order number, return case ID, payment method and return tracking evidence.
Return shipping/tracking	Return tracking can support the case but does not itself approve a refund.
Refund timing dependency	Seller inspection, marketplace approval and payment provider posting.
Important limitation	17TRACK cannot see or change the refund ledger.

Gift return

Gift return link or seller support using recipient information.

View all details for gift return

Who can start it	Recipient if seller allows gift returns, or original purchaser.
Identifier needed	Gift link, order number, recipient email or packing slip information.
Return shipping/tracking	Track the issued return label if provided.
Refund timing dependency	May result in store credit or purchaser refund depending on seller policy.
Important limitation	Privacy limits may prevent disclosure of purchaser payment details.

Third-party seller return

Marketplace return center and seller message thread.

View all details for third-party seller return

Who can start it	Buyer through marketplace rules.
Identifier needed	Marketplace order ID, seller name and item evidence.
Return shipping/tracking	Marketplace may provide or require tracking evidence.
Refund timing dependency	Marketplace policy, seller response and return delivery evidence.
Important limitation	Shipmonk is not the dispute forum for marketplace purchases.

Cross-border return

Seller instructions before shipping the item back internationally.

View all details for cross-border return

Who can start it	Buyer if eligible under seller policy.
Identifier needed	Order number, return authorization, customs forms if required and return reason.
Return shipping/tracking	Use a trackable service and keep customs and drop-off receipts.
Refund timing dependency	International return transit, customs clearance, receipt and inspection.
Important limitation	Do not assume outbound customs or taxes are refundable; follow seller terms and local rules.

Customer Service and Escalation

Consumers should usually contact the store or marketplace that sold the item. Shipmonk’s official help resources are primarily for merchants using the fulfillment platform.

Customer Service

Channel

Best for

Selling merchant support

Order status, missing item, cancellation, return approval and refund questions.

View all details for selling merchant support

Where to access	Merchant website order page, order confirmation email, help center or contact page.
Information to prepare	Order number, buyer email, shipping address, item name, tracking number, photos and latest tracking event.
Who should use it	Buyers, gift purchasers and recipients when the merchant allows recipient support.
Important limitation	The merchant’s policy controls eligibility and remedy.

Marketplace message center

Third-party seller tracking, seller non-response and platform disputes.

View all details for marketplace message center

Where to access	The marketplace order page, app or buyer protection center.
Information to prepare	Marketplace order ID, seller name, messages, tracking history, photos and delivery evidence.
Who should use it	Marketplace buyers.
Important limitation	Deadlines and evidence requirements are set by the marketplace.

Carrier support

Delivery attempts, proof of delivery, pickup, address access and scan investigations.

View all details for carrier support

Where to access	Carrier tracking page or official carrier help center named in the shipment email.
Information to prepare	Carrier tracking number, destination postal code, delivery address and proof of delivery question.
Who should use it	Recipients with an active carrier tracking number.
Important limitation	The carrier usually cannot refund the order price or replace products.

Shipmonk merchant support resources

Merchant platform help, fulfillment settings and operational support for Shipmonk clients.

View all details for Shipmonk merchant support resources

Where to access	Shipmonk Support Center and merchant portal resources.
Information to prepare	Merchant account, order or shipment reference, SKU, warehouse details and integration context.
Who should use it	Shipmonk merchant clients, not ordinary shoppers who purchased from a separate brand.
Important limitation	Consumer refund or replacement requests should go through the seller that accepted payment.

17TRACK

Independent tracking of supported carrier tracking numbers.

View all details for 17TRACK support boundary

Where to access	17TRACK tracking page or API documentation for developers.
Information to prepare	Carrier tracking number and carrier name if known.
Who should use it	Buyers, merchants and support teams who need multi-carrier tracking visibility.
Important limitation	17TRACK cannot modify Shipmonk orders, merchant orders, carrier delivery instructions or refunds.

Seller, Marketplace and Buyer Responsibility

Shipmonk is not a consumer marketplace, but many merchants and marketplace sellers can use third-party fulfillment. Responsibility depends on where the buyer placed the order.

Marketplace Responsibility

Issue

Buyer action

Seller has not shipped

Message the seller and check the marketplace ship-by date.

View all details for seller has not shipped

Platform role	Shows order record and may enforce seller deadlines.
Seller role	Confirms stock, shipment creation and carrier number.
Carrier role	No role until a parcel is tendered.
Evidence to keep	Order page, seller messages and promised ship date.

Seller provided wrong tracking

Ask for correction and preserve the invalid tracking evidence.

View all details for seller provided wrong tracking

Platform role	May review tracking validity in a dispute.
Seller role	Must provide the correct carrier tracking number for the buyer’s shipment.
Carrier role	Can show whether a number belongs to another destination when privacy rules allow limited verification.
Evidence to keep	Tracking screenshots, destination mismatch and seller response.

Item not received

Check carrier proof, then open seller or marketplace process.

View all details for item not received

Platform role	Provides claim or buyer-protection route if seller cannot resolve.
Seller role	Investigates shipment, replacement or refund eligibility.
Carrier role	Provides delivery scans, proof of delivery or investigation.
Evidence to keep	Tracking history, delivery photo, messages and address confirmation.

Item not as described

Photograph item and open the seller or marketplace return case.

View all details for item not as described

Platform role	May adjudicate item-condition or listing disputes.
Seller role	Provides return authorization, replacement or response.
Carrier role	Only relevant if damage happened in transit.
Evidence to keep	Listing screenshot, packaging, item photos and packing slip.

Return dispute

Keep return tracking and all seller instructions.

View all details for return dispute

Platform role	May decide whether return instructions were followed.
Seller role	Receives and inspects return, then approves or denies refund under policy.
Carrier role	Shows return delivery or loss evidence.
Evidence to keep	Return label, drop-off receipt, tracking, photos and case ID.

Delivery scan conflict

Compare carrier proof with the delivery address and local delivery location.

View all details for delivery scan conflict

Platform role	May require proof before issuing remedy.
Seller role	Reviews missing-package claim and carrier result.
Carrier role	Investigates GPS, photo, signature or delivery station records where available.
Evidence to keep	Proof of delivery, photos of delivery area, building records and tracking screenshots.

Refund after delivery failure

Follow seller or marketplace claim route after carrier outcome is known.

View all details for refund after delivery failure

Platform role	May provide buyer protection or dispute handling.
Seller role	Decides replacement, reshipment or refund under policy.
Carrier role	Provides loss, return-to-sender or delivery-failure evidence.
Evidence to keep	Carrier case number, tracking, seller messages and payment record.

Brand App, Notifications and Delivery Options

Shipmonk’s consumer-facing notifications depend on the merchant’s ecommerce store, email/SMS setup and carrier services. Delivery changes such as reschedule, pickup or delivery instructions are usually handled by the carrier or the selling platform.

App, Notifications and Delivery Options

Feature

Use case

Merchant email notifications

Receive order confirmation, shipping confirmation and tracking links.

View all details for merchant email notifications

Where to enable	Checkout email preferences or merchant account settings.
When it appears	After order placement and when a shipment is created or updated.
What it can change	It can notify you; it normally cannot change delivery after carrier pickup.
Limitations	Depends on the merchant’s notification configuration.

SMS notifications

Receive mobile shipment alerts when the seller offers SMS.

View all details for SMS notifications

Where to enable	Merchant checkout or account notification settings where available.
When it appears	Order and shipment events configured by the merchant.
What it can change	It can alert you to tracking changes and links.
Limitations	SMS availability and consent rules vary by merchant and region.

Carrier delivery management

Reschedule, pickup, delivery instructions or proof of delivery when carrier supports it.

View all details for carrier delivery management

Where to enable	Official carrier tracking page or carrier app.
When it appears	After the carrier has a valid tracking number and the shipment is eligible.
What it can change	May change delivery instructions, pickup location or redelivery depending on carrier rules.
Limitations	Seller restrictions, signature requirements or shipment type may block changes.

Merchant app alerts

Track an order inside a brand or marketplace app when that seller offers one.

View all details for merchant app alerts

Where to enable	Brand or marketplace app notification settings.
When it appears	Order processing, shipped, delivery, return or refund events depending on the platform.
What it can change	May open support or return actions inside the seller platform.
Limitations	Shipmonk itself is not the shopping account for most consumer purchases.

17TRACK alerts and API

Monitor supported carrier tracking events outside the seller account.

View all details for 17TRACK alerts and API

Where to enable	17TRACK products or API integration.
When it appears	After a valid carrier tracking number is registered or queried.
What it can change	It can centralize tracking visibility for supported carriers.
Limitations	It cannot change carrier delivery instructions or merchant order settings.

Business, Seller or Developer API

Shipmonk provides merchant-facing technology and developer documentation for fulfillment operations. For public multi-carrier shipment tracking, 17TRACK API uses carrier tracking numbers, not Shipmonk merchant order numbers.

Developer/API Comparison

Option

Primary use

Shipmonk developer documentation

Merchant fulfillment integration, order and operational workflows.

View all details for Shipmonk developer documentation

Provider	Shipmonk.
Order/tracking coverage	Merchant-facing fulfillment data as documented by Shipmonk; consumer access depends on merchant account permissions.
Authentication/access	Use current Shipmonk developer documentation and merchant access requirements.
Webhook/batch capability	Refer to current official documentation because integration capabilities can change.
Current documentation	Shipmonk Developer Documentation.
Important limitation	Do not use merchant API access for unauthorized consumer lookup or payment/refund decisions.

Shipmonk merchant portal / support center

Operational review of orders, shipments, inventory and fulfillment issues for Shipmonk clients.

View all details for Shipmonk merchant portal or support center

Provider	Shipmonk.
Order/tracking coverage	Merchant account data and fulfillment records for authorized users.
Authentication/access	Merchant login or authorized support access.
Webhook/batch capability	Use official documentation or support guidance for current capability.
Current documentation	Shipmonk Support Center.
Important limitation	Ordinary shoppers should contact the selling merchant, not request Shipmonk merchant portal access.

17TRACK API

Multi-carrier tracking visibility for carrier tracking numbers.

View all details for 17TRACK API

Provider	17TRACK.
Order/tracking coverage	Supported carrier tracking events after a valid tracking number is registered.
Authentication/access	17TRACK API token in the 17token header.
Webhook/batch capability	Refer to 17TRACK API documentation for current endpoint behavior and notification options.
Current documentation	17TRACK API Documentation.
Important limitation	It tracks carrier tracking numbers, not merchant order IDs, invoices, payment IDs or private Shipmonk fulfillment IDs.

FAQ

Basic FAQs

1. How do I track my Shipmonk order?

Track it through the store or marketplace where you placed the order, then use the carrier tracking number on 17TRACK or the carrier website. Shipmonk is commonly the fulfillment provider behind the seller, so your consumer order details normally live with the selling brand.

2. Where do I find my Shipmonk tracking number?

Look in the seller’s shipping confirmation email, order details page, SMS notification or marketplace app. If you only see an order number, open the shipment section or ask the seller for the carrier tracking number.

3. Can I track with a Shipmonk order number?

Usually no, 17TRACK needs a carrier tracking number rather than a merchant order number. Use the order number with the seller’s support team so they can locate the shipment and provide the carrier number.

4. Why does my Shipmonk order show shipped but no tracking scans?

The shipping label may have been created before the carrier physically scanned the parcel. Check whether the latest event says label created, shipment information sent or accepted, then contact the seller if no scan appears after the seller’s handling window.

5. Why is my Shipmonk tracking number not updating?

Tracking may pause during carrier pickup, facility processing, cross-border handoff, customs or a missed scan. Compare the last event with the carrier page and ask the seller or carrier for investigation if the package is beyond the applicable delivery or claim window.

6. How long does Shipmonk delivery take?

Delivery time depends on the selling merchant, shipping method, destination and carrier. Use the estimate shown at checkout, the seller’s shipping policy and the carrier tracking page rather than assuming one Shipmonk-wide delivery time.

7. What should I do if Shipmonk tracking says delivered but I did not receive it?

Check all delivery locations, household members, front desk, neighbors, parcel lockers, delivery photo and carrier proof of delivery first. If the package is still missing, contact the carrier for delivery evidence and the selling merchant or marketplace for a missing-package review.

8. How do I track a Shipmonk return?

Use the return label’s carrier tracking number, which is usually different from the outbound tracking number. 17TRACK can show return parcel movement when carrier data is available, but the seller decides whether the return is accepted.

9. Can 17TRACK show my Shipmonk refund status?

No, 17TRACK can show supported package tracking events but not private refund ledgers. Check the seller’s return portal, marketplace case or payment account for refund approval and posting status.

10. Who should I contact about a Shipmonk package problem?

Contact the selling merchant for order, refund, replacement and missing-item issues, and contact the carrier for delivery attempts or proof of delivery. Shipmonk support resources are mainly for merchant clients using the fulfillment platform.

Expert FAQs

11. Is Shipmonk the seller of my product?

Usually no, Shipmonk is a fulfillment provider, not the retailer that accepted your payment. The seller or marketplace owns the customer order and can map your order number to the Shipmonk-fulfilled shipment.

12. Why does my store email mention Shipmonk but the carrier is different?

Shipmonk may prepare the parcel in a warehouse while a parcel carrier performs transportation and last-mile delivery. Tracking scans come from the carrier, so the tracking number should be used with 17TRACK or the carrier page.

13. Can one Shipmonk-fulfilled order have multiple tracking numbers?

Yes, a seller can split one order into multiple shipments because of inventory location, item readiness, parcel size or service requirements. Track each package separately and contact the seller if all packages arrive but an item is missing.

14. Does Shipmonk use a fixed carrier list or fixed tracking number format?

Do not assume one fixed public carrier list or one Shipmonk tracking format for every order. The carrier and number format vary by merchant, region, item type, shipping option and connected fulfillment settings.

15. Can a marketplace seller use Shipmonk and still be responsible for my order?

Yes, a marketplace seller can use a third-party fulfillment provider while remaining responsible under marketplace rules. Use the marketplace order ID and seller message center for disputes, and use the carrier tracking number for shipment evidence.

16. What is the difference between return tracking and refund status for Shipmonk-fulfilled orders?

Return tracking shows the physical return parcel, while refund status shows the seller or marketplace’s financial decision. A delivered return scan helps support the case, but it does not automatically prove inspection completion or refund approval.

17. Can I use Shipmonk developer tools to track my consumer order?

No, Shipmonk developer tools and merchant portal resources are for authorized merchants and integrations. Consumers should use the seller’s order page or shipping email to obtain the carrier tracking number.

18. When should a merchant use 17TRACK API with Shipmonk shipments?

A merchant can use 17TRACK API after it has carrier tracking numbers for parcels created through Shipmonk or another fulfillment system. The API should receive carrier tracking numbers, not marketplace order IDs, payment IDs or private fulfillment record IDs.

Tracking API

Use the 17TRACK API when you have a carrier tracking number for a Shipmonk-fulfilled parcel. The API does not register Shipmonk order numbers, payment references, invoices, RMA numbers or private merchant fulfillment IDs.

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

Sources & References

Shipmonk Official Website. Shipmonk
Shipmonk Fulfillment Services. Shipmonk
Shipmonk Support Center. Shipmonk
Shipmonk Developer Documentation. Shipmonk
Shipmonk Ecommerce Fulfillment. Shipmonk
Shipmonk Contact. Shipmonk
17TRACK API Documentation. 17TRACK

17TRACK is an independent tracking platform and is not affiliated with Shipmonk.

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