Shipway Order Tracking

https://www.shipway.com/

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

About Shipway

Shipway is an eCommerce shipping, shipment tracking, returns, customer notification and logistics automation platform for merchants. It is not a consumer marketplace that directly sells products to shoppers; if a shopper sees Shipway on a tracking page, SMS, WhatsApp message or email, the purchase normally belongs to the merchant or online store that used Shipway to manage shipping communication.

Official website: https://www.shipway.com/. Brand type: eCommerce logistics technology platform. Primary use case: merchants use Shipway to connect order systems, couriers, tracking notifications, branded tracking pages, NDR workflows and returns workflows. Order ownership remains with the merchant, seller or marketplace where the shopper placed the order.

Brand Entity & Order Ownership

Entity / order party

Role in the order

Shipway

Provides merchant-facing tracking, shipping, notification, NDR and returns tools.

View all details for Shipway

What it controls	Software workflows, tracking page display, merchant integrations and courier data shown when available.
What it cannot control	It does not own the shopper’s purchase, approve refunds, pack goods, or physically deliver parcels.
Why it matters to tracking	A Shipway page may show shipment events, but order changes still require the merchant or seller.

Buyer account

The shopper’s account, email or phone number at the store where the order was placed.

View all details for buyer account

What it controls	Access to order history, invoices, addresses, return requests and support messages on the merchant site.
What it cannot control	Carrier scans, seller dispatch speed and refund approval rules.
Why it matters to tracking	The buyer account is usually the best place to match an order number to a shipment tracking number.

Seller or merchant

The business that accepted payment, confirms the order, packs the item and handles customer support.

View all details for seller or merchant

What it controls	Order confirmation, item availability, shipping label purchase, cancellation, return authorization and refund decisions.
What it cannot control	Carrier network delays after handover, weather disruption, customs inspection or final-mile scan timing.
Why it matters to tracking	If there is no tracking number or the wrong item was sent, the merchant is normally the first escalation point.

Fulfillment party

A warehouse, store, 3PL or seller location that prepares and hands over the parcel.

View all details for fulfillment party

What it controls	Picking, packing, label attachment, pickup scheduling and handover documents.
What it cannot control	Buyer payment disputes, refund approval and courier movement after pickup.
Why it matters to tracking	A shipment can be labelled before the carrier has actually scanned it.

Carrier or last-mile carrier

The logistics company that moves, scans and delivers the parcel.

View all details for carrier or last-mile carrier

What it controls	Pickup scan, transit events, out-for-delivery events, delivery attempts, proof of delivery and return-to-origin scans.
What it cannot control	Merchant return policy, refund approval or item replacement.
Why it matters to tracking	17TRACK can only show carrier events that are available from supported tracking sources.

Payment/refund channel

The store, payment provider or marketplace process that records payment and refund status.

View all details for payment and refund channel

What it controls	Refund initiation, payment reversal records and refund case references.
What it cannot control	Physical parcel movement or carrier scan frequency.
Why it matters to tracking	A returned parcel scan does not prove that a refund has been approved.

17TRACK relationship

Independent tracking platform that helps users track available carrier tracking numbers.

View all details for 17TRACK relationship

What it controls	Tracking lookup and carrier recognition for supported tracking numbers.
What it cannot control	Private Shipway merchant dashboards, store orders, address changes, delivery instructions, refunds or returns approval.
Why it matters to tracking	Use 17TRACK after you have a carrier tracking number; use the merchant for order-level help.

Quick Answer

To track a shipment shown through Shipway, start with the merchant’s order page or the tracking link sent by email, SMS or WhatsApp. If the page shows a carrier tracking number, you can also paste that number into 17TRACK to check supported carrier events.

If you only have a store order number, invoice number or payment reference, use the merchant’s website or support channel first. 17TRACK can help with available carrier tracking numbers and carrier auto-detection, but it cannot see private order details, change an address, cancel an order, start a refund or contact the seller for you.

Pro Tip: When a Shipway-branded tracking page says “order shipped” but 17TRACK shows no scans, wait until the carrier pickup scan appears or contact the merchant to confirm that the parcel has actually been handed over.

How to Track Shipway Orders

Because Shipway is a merchant logistics platform, the most reliable workflow is: open the store order, find the shipment section, copy the carrier tracking number if available, then check the merchant tracking page, the carrier site or 17TRACK.

Tracking Path Comparison

Tracking path

Use when

Official merchant account / Orders

You bought from an online store and can sign in.

View all details for official merchant account tracking

Identifier needed	Store login, email, phone, order number or order link.
What you can see	Order confirmation, item status, shipment link, tracking number, return option and merchant support route when provided.
Best next step	Open the order details, look for shipment, Track Order, Track Package or courier tracking fields, and check whether the order is split into multiple shipments.
Important limitation	The merchant account may show an order status before the carrier has scanned the parcel.

Official order email, SMS or WhatsApp

You received a shipping update that references Shipway or a merchant tracking page.

View all details for order email or message tracking

Identifier needed	Tracking link, shipment ID shown by the merchant, carrier name or carrier tracking number.
What you can see	Branded tracking status, courier movement, delivery attempt or return movement when the merchant has enabled those notifications.
Best next step	Open the link from the original merchant message and verify the seller name before sharing personal information.
Important limitation	Do not assume every message mentioning Shipway is from Shipway itself; the merchant remains the order owner.

17TRACK

You have a carrier tracking number and want an independent tracking view.

View all details for 17TRACK tracking

Identifier needed	Carrier tracking number, not the merchant order number.
What you can see	Supported carrier events, possible carrier recognition and latest tracking milestone.
Best next step	Paste the tracking number exactly as shown and compare the latest event with the merchant order page.
Important limitation	17TRACK cannot access private Shipway merchant dashboards or approve order changes.

Carrier website

The merchant or Shipway tracking page names the courier.

View all details for carrier website tracking

Identifier needed	Carrier tracking number and sometimes destination postal code or phone verification.
What you can see	Courier scans, delivery attempt notes, proof of delivery options or reschedule options when the carrier provides them.
Best next step	Use this path for delivery attempts, address problems and proof of delivery questions.
Important limitation	The carrier cannot approve merchant refunds or replacements.

Seller or marketplace message center

You bought through a marketplace or the seller controls fulfillment.

View all details for seller or marketplace message center tracking

Identifier needed	Marketplace order ID, seller name, order email and any tracking reference.
What you can see	Seller dispatch confirmation, marketplace buyer protection routes and order dispute options.
Best next step	Ask the seller to confirm the exact carrier and tracking number if the shipment page is unclear.
Important limitation	A marketplace order ID normally cannot be tracked on 17TRACK unless it maps to a carrier tracking number.

Guest or gift order route

You do not own the buyer account or the order was placed without login.

View all details for guest or gift order route

Identifier needed	Order confirmation email, phone number, gift link, recipient details or masked tracking link from the merchant.
What you can see	Only the information the merchant allows for guest or recipient access.
Best next step	Ask the purchaser or merchant for the tracking link or carrier tracking number.
Important limitation	Privacy rules may prevent Shipway, 17TRACK or the carrier from revealing full order details to a recipient.

Official-account steps: sign in to the store where you purchased, open Orders or My Orders, select the order, open shipment or tracking details, copy the courier tracking number if present, and check whether one order has multiple packages with separate numbers.

Order Numbers, Tracking Numbers and Where to Find Them

A merchant order number identifies a purchase in the store system. A carrier tracking number identifies a parcel in the delivery network. 17TRACK generally needs the carrier tracking number, not the store order number.

Identifier & Tracking Number Guide

Identifier type

Where users find it

Brand or merchant order number

Order confirmation email, store account, invoice or marketplace order page.

View all details for merchant order number

Looks like / example	Usually store-specific, such as ORDER-#### or #12345; format varies by merchant.
Who issues it	The merchant, marketplace or store platform.
Can 17TRACK use it?	Usually no, unless the merchant order number is also the carrier tracking number, which is uncommon.
What it can and cannot prove	It proves an order record exists in the store; it does not prove carrier pickup.

Shipment or tracking number

Shipping email, Shipway-branded tracking page, merchant order details or courier label.

View all details for shipment or tracking number

Looks like / example	Carrier-specific alphanumeric value, shown here as TRK1234567890 for illustration only.
Who issues it	The courier, shipping aggregator or merchant shipping system.
Can 17TRACK use it?	Yes, when it is a supported carrier tracking number.
What it can and cannot prove	It can show parcel events; it cannot prove item contents or refund eligibility.

Carrier tracking number

Carrier website link, delivery SMS, tracking page or label PDF.

View all details for carrier tracking number

Looks like / example	Varies by courier; examples are masked because official formats differ by carrier.
Who issues it	The logistics carrier responsible for the parcel leg.
Can 17TRACK use it?	Often yes, if the carrier is supported and the number has been registered or scanned.
What it can and cannot prove	It can show carrier custody events; it does not show merchant payment status.

Shipway tracking link or page reference

Merchant notification message or branded tracking page.

View all details for Shipway tracking link

Looks like / example	A merchant-branded URL or tracking page, not a universal carrier number format.
Who issues it	The merchant through Shipway tools.
Can 17TRACK use it?	No; copy the underlying carrier tracking number if the page displays one.
What it can and cannot prove	It can centralize merchant tracking information; it does not make Shipway the seller.

Return tracking number

Return label, pickup confirmation, return SMS or returns portal.

View all details for return tracking number

Looks like / example	Carrier-specific return shipment number; format varies.
Who issues it	The return courier, merchant, return portal or shipping system.
Can 17TRACK use it?	Yes, when it is a supported carrier return tracking number.
What it can and cannot prove	It can show movement back to the seller; it does not prove refund approval.

Return authorization or RMA

Merchant return approval email or returns portal.

View all details for return authorization or RMA

Looks like / example	Merchant-specific reference such as RMA-####, shown as a masked example only.
Who issues it	The merchant or returns platform.
Can 17TRACK use it?	No; use the return carrier tracking number instead.
What it can and cannot prove	It proves a return case was created; it does not show parcel movement.

Gift or order link

Shared by the purchaser or merchant when recipient tracking is allowed.

View all details for gift or order link

Looks like / example	A web link, not a tracking number.
Who issues it	The merchant, marketplace or buyer account holder.
Can 17TRACK use it?	No; ask for the carrier tracking number if carrier lookup is needed.
What it can and cannot prove	It may allow limited recipient visibility; it may not reveal price, billing or refund details.

Marketplace order ID or seller reference

Marketplace order page, seller message or invoice.

View all details for marketplace order ID or seller reference

Looks like / example	Marketplace-specific and not standardized by Shipway.
Who issues it	The marketplace or seller system.
Can 17TRACK use it?	Usually no; it must be converted to a carrier tracking number.
What it can and cannot prove	It identifies the transaction with the platform; it does not replace carrier proof of delivery.

Fulfillment, Sellers and Carriers

Shipway supports merchant shipping and tracking workflows, but the carrier used for any parcel depends on the merchant, destination, service option, item type and courier availability. Do not assume Shipway itself is the delivery company.

Fulfillment & Carrier Relationship

Fulfillment model

Who ships it

Merchant warehouse shipment

The merchant or its warehouse prepares the parcel and books the courier.

View all details for merchant warehouse shipment

Typical carriers or delivery network	Carrier varies by order, region, seller, item type and delivery option.
Who updates tracking	The carrier provides scans; Shipway or the merchant may display them.
Who handles delivery issues	Carrier for active delivery issues; merchant for order and refund issues.
What the customer should check first	Merchant order page and latest carrier scan.

Third-party seller shipment

The seller chooses the courier and dispatch timing.

View all details for third-party seller shipment

Typical carriers or delivery network	Carrier varies by seller and location; Shipway may display tracking if the seller uses Shipway.
Who updates tracking	The selected carrier updates parcel events.
Who handles delivery issues	Seller first for missing dispatch or wrong tracking; carrier for delivery attempts.
What the customer should check first	Seller message center and carrier tracking number.

Courier aggregation shipment

Merchant books shipping through a logistics aggregation workflow.

View all details for courier aggregation shipment

Typical carriers or delivery network	Depends on the merchant’s enabled courier partners and serviceability.
Who updates tracking	Carrier network scans flow into the merchant tracking system when integrated.
Who handles delivery issues	Merchant or courier support depending on whether the issue is order-level or delivery-level.
What the customer should check first	Carrier name, tracking number and latest event timestamp.

Cross-border order

Seller, export carrier, customs broker and local last-mile carrier may each handle a leg.

View all details for cross-border order

Typical carriers or delivery network	Carrier varies by country, customs route and last-mile handoff.
Who updates tracking	Origin carrier, line-haul partner, customs event provider or final-mile carrier.
Who handles delivery issues	Merchant for documentation and order support; carrier for local delivery or customs instructions.
What the customer should check first	Whether the tracking number changes after handoff to the destination carrier.

Digital goods or service order

No physical parcel is shipped.

View all details for digital goods or service order

Typical carriers or delivery network	Not applicable because there is no carrier shipment.
Who updates tracking	The merchant updates service or download status.
Who handles delivery issues	Merchant customer service.
What the customer should check first	Email inbox, account downloads and merchant help center.

Tracking Statuses and Meanings

Order status, shipment status, carrier scan, return status and refund status are different. A Shipway-branded tracking page may combine merchant and carrier information, so always check who created the latest update.

Status Quick Lookup

Status shown

Lifecycle stage

Pending or order placed

Payment and order confirmation.

View all details for pending or order placed

What it usually means	The merchant has received an order record, but shipping may not have started.
Who is responsible now	Merchant or marketplace.
What happens next	Payment confirmation, stock allocation and packing.
What the customer should do	Check merchant order confirmation and address details.

Processing or preparing shipment

Picking, packing or label creation.

View all details for processing or preparing shipment

What it usually means	The seller is preparing the order or has created a shipping label.
Who is responsible now	Seller, warehouse or fulfillment team.
What happens next	Carrier pickup or first acceptance scan.
What the customer should do	Wait for the carrier tracking number or ask the merchant if preparation exceeds the promised dispatch window.

Shipped

Shipment created or handed to carrier.

View all details for shipped

What it usually means	The merchant marked the order as shipped or the carrier accepted it.
Who is responsible now	Carrier after acceptance; merchant if only a label was created.
What happens next	Pickup, hub scan or transit movement.
What the customer should do	Look for the first carrier scan before assuming the parcel is moving.

In transit

Carrier network movement.

View all details for in transit

What it usually means	The parcel is moving between courier locations or waiting for the next scan.
Who is responsible now	Carrier or logistics partner.
What happens next	Destination hub, customs event or out-for-delivery scan.
What the customer should do	Monitor latest scan location and carrier service alerts.

Out for delivery

Final-mile delivery attempt.

View all details for out for delivery

What it usually means	The parcel is with a local delivery route or delivery associate.
Who is responsible now	Last-mile carrier.
What happens next	Delivered, attempted, delayed route or address exception.
What the customer should do	Keep phone available and follow official carrier delivery instructions if offered.

Delivered

Carrier marked delivery complete.

View all details for delivered

What it usually means	The carrier recorded delivery at the address, pickup point, reception or another approved location.
Who is responsible now	Carrier for proof of delivery; merchant for replacement or refund decisions.
What happens next	Order closes unless the buyer reports a problem.
What the customer should do	Check delivery location, household members, reception, neighbors and proof of delivery before escalation.

Exception or failed attempt

Delivery problem or carrier hold.

View all details for exception or failed attempt

What it usually means	Address issue, recipient unavailable, route delay, customs hold, damage, restriction or operational hold.
Who is responsible now	Carrier for delivery action; merchant if address correction or replacement requires seller authorization.
What happens next	Reattempt, pickup, return-to-origin or merchant intervention.
What the customer should do	Contact the carrier for delivery instructions and notify the merchant if the carrier needs shipper action.

Return or refund status

Reverse logistics or payment processing.

View all details for return or refund status

What it usually means	The parcel may be returning, or the merchant may be reviewing refund eligibility.
Who is responsible now	Carrier for return tracking; merchant or payment channel for refund status.
What happens next	Return delivery, inspection, approval or refund processing.
What the customer should do	Track the return number separately and check refund status with the merchant.

Delivery Time and Delay Factors

Shipway does not publish one universal consumer delivery time for every merchant order. Delivery timing depends on the seller’s dispatch promise, courier service, origin, destination, item restrictions, failed attempts and any cross-border process.

Delivery Time & Delay Factors

Scenario/service

Typical timing source

Domestic merchant shipment

Merchant delivery estimate and carrier ETA.

View all details for domestic merchant shipment

What can delay it	Late dispatch, carrier pickup delay, hub backlog, remote delivery area or failed attempt.
When tracking may update	After label creation, carrier pickup, hub processing and last-mile scan.
Who to contact first	Merchant if dispatch has not happened; carrier if the parcel is already in transit.
Important caveat	Estimated dates are not the same as guaranteed delivery unless the merchant explicitly offers a guarantee.

Cross-border shipment

Merchant estimate, export carrier and destination carrier events.

View all details for cross-border shipment

What can delay it	Export processing, customs review, duties, documentation mismatch or local handoff delay.
When tracking may update	At export departure, customs clearance, import arrival and final-mile acceptance.
Who to contact first	Merchant for documents and seller support; carrier for customs or delivery instructions if requested.
Important caveat	Tracking may pause between countries until the next logistics partner scans the parcel.

Pre-order or out-of-stock item

Merchant product page and order confirmation.

View all details for pre-order or out-of-stock item

What can delay it	Inventory availability, production timing or seller dispatch hold.
When tracking may update	Only after the merchant creates a shipment and the courier scans it.
Who to contact first	Merchant customer service.
Important caveat	No tracking event should be expected before a physical parcel is prepared.

Split shipment

Merchant order details and per-package tracking.

View all details for split shipment

What can delay it	Different warehouses, sellers, couriers or item availability.
When tracking may update	Each package updates independently.
Who to contact first	Merchant for missing item mapping; carrier for a specific package delay.
Important caveat	One delivered package does not mean all items from the order have arrived.

High-value, bulky or restricted item

Merchant shipping policy and carrier requirements.

View all details for high-value bulky or restricted item

What can delay it	Special handling, appointment delivery, signature requirement or serviceability restrictions.
When tracking may update	At pickup, transfer points, delivery appointment scheduling and proof-of-delivery scan.
Who to contact first	Merchant for service option; carrier for delivery appointment instructions.
Important caveat	Delivery options vary by merchant and courier.

Holiday or sale peak

Merchant notice and carrier network updates.

View all details for holiday or sale peak

What can delay it	High order volume, pickup backlog, hub congestion and weather disruptions.
When tracking may update	Scans may appear less frequently during heavy volume.
Who to contact first	Carrier for active parcel location; merchant if promised dispatch has not occurred.
Important caveat	Do not treat a stale scan alone as proof of loss.

Common Problems and Next Steps

Most Shipway tracking problems are solved by separating the order problem from the parcel problem: the merchant controls the order, while the carrier controls parcel scans and delivery attempts.

Problem & Next Step

Problem shown

Check first

No tracking number

Merchant order page and shipping email.

View all details for no tracking number

Likely cause	Order not packed, label not created, digital order, pickup pending or seller has not dispatched.
Immediate action	Wait for the merchant shipping confirmation or ask the merchant for the carrier tracking number.
When to escalate	When the merchant’s stated dispatch window has passed.
Who to contact	Merchant or marketplace seller.

Tracking number not working

Exact number, carrier name and whether the label was just created.

View all details for tracking number not working

Likely cause	Number copied incorrectly, carrier not scanned yet, wrong carrier selected or internal reference used.
Immediate action	Copy without spaces added by messaging apps and try carrier auto-detection on 17TRACK.
When to escalate	If the merchant confirms handover but no official carrier system recognizes the number.
Who to contact	Merchant first; carrier if the number is valid on the carrier site.

Order says shipped but no scans

Whether the carrier has accepted the parcel.

View all details for shipped but no scans

Likely cause	Label created before pickup, batch pickup not scanned, or courier data not yet synced.
Immediate action	Check the merchant page and carrier page again after the next pickup cycle.
When to escalate	If there is no first scan after the merchant’s normal handover expectation.
Who to contact	Merchant or seller because they can confirm handover.

Package stuck

Latest scan location and event type.

View all details for package stuck

Likely cause	Hub backlog, line-haul transfer, customs review, service disruption or missed scan.
Immediate action	Compare 17TRACK and carrier site, then check carrier notices.
When to escalate	When the carrier or merchant estimated delivery window has passed with no useful update.
Who to contact	Carrier for network status; merchant for replacement or claim route.

Delivery attempted

Carrier notes, phone calls and address availability.

View all details for delivery attempted

Likely cause	Recipient unavailable, inaccessible address, payment on delivery issue or local route constraint.
Immediate action	Follow carrier reattempt or pickup instructions if provided.
When to escalate	If the carrier requires shipper intervention or return-to-origin starts.
Who to contact	Carrier first, then merchant.

Address problem

Merchant order address and carrier exception note.

View all details for address problem

Likely cause	Incomplete address, wrong postal code, unavailable recipient phone or restricted delivery location.
Immediate action	Ask the merchant whether address correction is possible and check carrier instructions.
When to escalate	Immediately if the parcel is out for delivery or marked undeliverable.
Who to contact	Merchant for shipper-approved correction; carrier for local delivery guidance.

Customs hold

Customs event, document request or duty notice.

View all details for customs hold

Likely cause	Import review, duties, restricted goods, missing documents or identity verification.
Immediate action	Follow official carrier or customs instructions and ask the merchant for invoice support if needed.
When to escalate	If documents are requested from the shipper or the hold exceeds the carrier guidance.
Who to contact	Carrier/customs contact listed in the notice and the merchant.

Delivered but not received

Delivery location, household, reception, neighbor and proof of delivery.

View all details for delivered but not received

Likely cause	Delivered to reception, safe place, neighbor, pickup point, wrong scan, theft or delayed handoff inside a building.
Immediate action	Check door, mailbox, building desk, family members, neighbors, delivery photo and carrier proof of delivery.
When to escalate	If proof of delivery conflicts with reality or the carrier cannot locate the parcel.
Who to contact	Carrier for proof of delivery; merchant or marketplace for replacement, claim or refund review.

Split shipment missing item

Whether the missing item has a separate tracking number.

View all details for split shipment missing item

Likely cause	Items shipped from different locations, one package delayed, or fulfillment error.
Immediate action	Match every item to each shipment in the merchant order details.
When to escalate	If all packages show delivered but an item is still missing.
Who to contact	Merchant or seller.

Seller did not ship

Seller dispatch promise and order confirmation.

View all details for seller did not ship

Likely cause	Stock issue, seller delay, payment review or cancelled shipment label.
Immediate action	Ask the seller for dispatch confirmation and a valid carrier tracking number.
When to escalate	When the seller does not dispatch within the marketplace or merchant timeline.
Who to contact	Seller first, then marketplace support if applicable.

Wrong item, lost package or damage

Photos, packaging, invoice, tracking events and delivery proof.

View all details for wrong item lost package or damage

Likely cause	Fulfillment error, transit damage, misdelivery or loss after last scan.
Immediate action	Document the issue with photos and keep all labels and packaging.
When to escalate	As soon as the issue is discovered or when carrier tracking confirms no movement beyond the allowed window.
Who to contact	Merchant for item problem; carrier for damage report or delivery investigation when instructed.

Return not updating or refund pending

Return tracking number and refund case status.

View all details for return not updating or refund pending

Likely cause	Return pickup not scanned, return in transit, merchant inspection pending or payment reversal processing.
Immediate action	Track the return parcel separately and check the merchant return portal.
When to escalate	When the return is delivered but the refund case has no update under merchant policy.
Who to contact	Merchant or payment channel; 17TRACK cannot approve refunds.

Returns, Exchanges and Refunds

Shipway offers returns-management capabilities to merchants, but shoppers must follow the return and refund policy of the store or marketplace where they purchased. Return tracking and refund status are separate.

Returns & Refunds

Scenario

Where to start

Return request

Merchant order page, returns portal or customer support.

View all details for return request

Who can start it	The buyer account holder or authorized recipient under the merchant policy.
Identifier needed	Order number, email or phone, item details and reason.
Return shipping/tracking	Merchant may provide pickup, label, drop-off or return tracking if return is approved.
Refund timing dependency	Depends on return approval, parcel receipt, inspection and payment channel processing.
Important limitation	17TRACK cannot decide whether the return qualifies.

Exchange

Merchant exchange or support flow.

View all details for exchange

Who can start it	Buyer or authorized account user if the merchant allows exchanges.
Identifier needed	Order number, item SKU, photos if damaged or incorrect, and preferred replacement details.
Return shipping/tracking	Original return and replacement shipment may have separate tracking numbers.
Refund timing dependency	Exchange may replace refund depending on merchant policy.
Important limitation	Availability of replacement stock is controlled by the merchant.

Cancel order

Merchant order page before dispatch or customer support.

View all details for cancel order

Who can start it	Buyer or merchant support, subject to seller policy and order stage.
Identifier needed	Order number and account verification.
Return shipping/tracking	If already shipped, cancellation may not be possible and a return may be required.
Refund timing dependency	Depends on merchant cancellation approval and payment processor.
Important limitation	Shipway and 17TRACK cannot cancel a store order.

Return parcel tracking

Return label, pickup confirmation or carrier site.

View all details for return parcel tracking

Who can start it	Buyer after return approval or merchant after arranging pickup.
Identifier needed	Return carrier tracking number.
Return shipping/tracking	Track it like a separate shipment on the carrier site or 17TRACK when supported.
Refund timing dependency	Refund review usually depends on return delivery and merchant inspection.
Important limitation	A delivered return scan is not the same as refund completion.

Gift return

Merchant gift return or support path, if offered.

View all details for gift return

Who can start it	Recipient only if the merchant supports recipient returns; otherwise purchaser may be required.
Identifier needed	Gift link, order number, recipient information or purchaser assistance.
Return shipping/tracking	Merchant may issue a return label or instructions.
Refund timing dependency	Refund or store credit rules depend on merchant policy.
Important limitation	Privacy may limit what the recipient can view.

Third-party seller return

Marketplace return center or seller support.

View all details for third-party seller return

Who can start it	Buyer through marketplace or seller policy.
Identifier needed	Marketplace order ID, seller name, item details and evidence.
Return shipping/tracking	Seller or marketplace may provide a label or address.
Refund timing dependency	Depends on seller approval, marketplace rules and proof of return.
Important limitation	Shipway tracking visibility does not replace marketplace dispute evidence.

Customer Service and Escalation

For shopper order problems, contact the store or marketplace that sold the product. Contact the carrier for active delivery instructions or proof of delivery. Contact Shipway through its official business channels only for Shipway platform questions, merchant sales or platform support.

Customer Service

Channel

Best for

Merchant order page or help center

Order changes, cancellation, missing item, return, replacement and refund questions.

View all details for merchant order page or help center

Where to access	The store where you placed the order.
Information to prepare	Order number, email or phone, shipping address, item name, tracking number, latest event and photos if relevant.
Who should use it	Buyers, gift purchasers and account holders.
Important limitation	Merchant policy controls refund and return eligibility.

Carrier support

Delivery attempt, address clarification, proof of delivery, pickup point and local delivery questions.

View all details for carrier support

Where to access	Official carrier website or contact route named on the tracking page.
Information to prepare	Carrier tracking number, recipient name, phone, address, latest scan and proof of identity if required.
Who should use it	Recipient or buyer with the tracking number.
Important limitation	Carrier cannot approve merchant refunds or change seller policy.

Marketplace message or dispute center

Third-party seller non-dispatch, wrong tracking, item-not-received or seller dispute.

View all details for marketplace message or dispute center

Where to access	The marketplace account where the order was placed.
Information to prepare	Marketplace order ID, seller name, tracking number, messages, screenshots and delivery evidence.
Who should use it	Marketplace buyers.
Important limitation	Use official marketplace channels, not off-platform messages, for buyer protection.

Shipway official contact or demo route

Merchant sales, platform onboarding or business support for Shipway services.

View all details for Shipway official contact route

Where to access	Shipway contact page or official website navigation.
Information to prepare	Business name, website, integration requirement, courier or returns workflow question.
Who should use it	Merchants, sellers and business users using or evaluating Shipway.
Important limitation	Shipway may not be able to modify a shopper’s order unless the merchant handles it through its own support process.

17TRACK

Independent lookup for supported carrier tracking numbers.

View all details for 17TRACK support boundary

Where to access	17TRACK tracking tools and API documentation.
Information to prepare	Carrier tracking number and carrier name if known.
Who should use it	Buyers, recipients, sellers and support teams that need tracking visibility.
Important limitation	17TRACK cannot contact sellers, change addresses, reroute parcels or issue refunds.

Seller, Marketplace and Buyer Responsibility

Shipway itself is not a marketplace, but Shipway tracking may appear for marketplace sellers or DTC merchants. Responsibility depends on where the buyer paid and who selected the shipping method.

Marketplace Responsibility

Issue

Buyer action

Seller has not shipped

Ask seller for dispatch confirmation and valid carrier tracking.

View all details for seller has not shipped

Platform role	May provide order record and escalation rules if the sale happened on a marketplace.
Seller role	Controls dispatch, label and initial tracking number.
Carrier role	No role until parcel is handed over.
Evidence to keep	Order confirmation, seller messages and promised dispatch date.

Wrong tracking provided

Request correction through seller or marketplace message center.

View all details for wrong tracking provided

Platform role	May review seller compliance and buyer protection evidence.
Seller role	Must provide the correct carrier number for the buyer’s parcel.
Carrier role	Can only confirm events for the number it recognizes.
Evidence to keep	Tracking screenshots, delivery city mismatch and seller replies.

Item not received

Check proof of delivery, then escalate to seller or platform.

View all details for item not received

Platform role	May offer dispute or claim process if marketplace rules apply.
Seller role	Responds to buyer claim and may initiate carrier investigation.
Carrier role	Provides scan history and proof of delivery when available.
Evidence to keep	Tracking events, proof of delivery, photos and communication timeline.

Item not as described or wrong item

Document the item and start return or dispute through the purchase platform.

View all details for item not as described or wrong item

Platform role	May review listing, evidence and seller response.
Seller role	Responsible for correct item fulfillment or return resolution.
Carrier role	Usually only proves delivery, not item condition inside the parcel.
Evidence to keep	Photos, packaging, label, invoice and listing screenshots.

Return dispute or refund after delivery failure

Keep return tracking and case messages until the case closes.

View all details for return dispute or refund after delivery failure

Platform role	May decide dispute outcome under marketplace rules.
Seller role	Confirms receipt, inspection and refund eligibility.
Carrier role	Shows return movement or failed delivery evidence.
Evidence to keep	Return label, drop-off receipt, return tracking, photos and refund case ID.

Brand App, Notifications and Delivery Options

Shipway offers merchant notification and branded tracking capabilities. Shopper-facing delivery options depend on what the merchant and carrier enable for the specific order.

App, Notifications and Delivery Options

Feature

Use case

Branded tracking page

Merchant shows shipment progress on a store-branded page powered by tracking data.

View all details for branded tracking page

Where to enable	Merchant Shipway account, when subscribed and configured.
When it appears	After merchant sends a tracking link or embeds tracking in customer communication.
What it can change	It can improve visibility and support context; it does not change the physical route by itself.
Limitations	Content and actions depend on merchant configuration.

Email, SMS or WhatsApp notifications

Merchant sends shipping and delivery updates to customers.

View all details for email SMS or WhatsApp notifications

Where to enable	Merchant notification settings and customer contact permissions.
When it appears	At order, shipping, in-transit, out-for-delivery, delivered, failed delivery or return events when configured.
What it can change	It can alert customers sooner and reduce missed deliveries.
Limitations	Messages may lag behind carrier events or fail if contact details are wrong.

NDR workflow

Merchant manages non-delivery reports and delivery reattempts.

View all details for NDR workflow

Where to enable	Merchant Shipway account and courier workflow settings.
When it appears	After a failed delivery attempt or non-delivery event.
What it can change	It may help merchants coordinate reattempts or collect buyer input.
Limitations	Actual reattempt depends on carrier capability and seller authorization.

Delivery instructions, pickup point or reschedule

Customer requests local delivery action when supported by the carrier or merchant.

View all details for delivery instructions pickup point or reschedule

Where to enable	Carrier website, carrier app, merchant link or delivery message if offered.
When it appears	Usually near out-for-delivery, failed attempt or pickup-ready status.
What it can change	It may change reattempt timing, pickup instructions or contact preferences.
Limitations	Not every shipment supports address change, reroute or reschedule.

Business, Seller or Developer API

Shipway is a merchant-facing platform, so business users should use official Shipway integration and support materials from Shipway. For independent carrier-number tracking at scale, use the 17TRACK API example in the Tracking API section below.

Developer/API Comparison

Option

Primary use

Shipway merchant integrations

Shipping, tracking, notification, returns and eCommerce workflow automation for merchants.

View all details for Shipway merchant integrations

Provider	Shipway
Order/tracking coverage	Merchant orders and courier workflows connected to the merchant’s Shipway setup.
Authentication/access	Business account access; current public technical details should be confirmed directly with Shipway.
Webhook/batch capability	Use official Shipway documentation or support because capabilities may depend on plan and integration.
Current documentation	Shipway official website and official integration/support resources.
Important limitation	Do not use unofficial API endpoints or expose shopper data outside authorized merchant systems.

17TRACK Tracking API

View all details for 17TRACK Tracking API

Provider	17TRACK
Order/tracking coverage	Carrier tracking numbers, not Shipway merchant order numbers or payment references.
Authentication/access	17token header and API key from 17TRACK.
Webhook/batch capability	See the official 17TRACK API documentation for supported endpoints and integration patterns.
Current documentation	17TRACK API Docs.
Important limitation	If you only have a merchant order number, first obtain the carrier tracking number from the store, Shipway tracking page or courier label.

FAQ

1. How do I track my Shipway order?

Open the merchant tracking link or store order page that references Shipway, then use the carrier tracking number on the carrier site or 17TRACK when carrier tracking is available.

2. Is Shipway the store that sold my product?

Usually no. Shipway is a logistics and tracking technology provider for merchants, so the store or marketplace where you paid remains the seller and support owner.

3. Where do I find the Shipway tracking number?

Look in the shipping email, SMS, WhatsApp notification, merchant order page or Shipway-branded tracking page. The number you need for 17TRACK is the carrier tracking number, not just the store order number.

4. Can I track a Shipway shipment with an order number?

Usually not on 17TRACK. Use the order number on the merchant website first, then copy the carrier tracking number if the merchant has created a shipment.

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

Check whether the order is still processing, then contact the merchant or seller if the promised dispatch window has passed. Shipway or 17TRACK cannot create a carrier number for an unshipped order.

6. Why is my Shipway tracking not updating?

Tracking may pause if the carrier has not scanned the parcel, the shipment is between hubs, data has not synced, or the parcel is in customs or last-mile handoff. Compare the merchant page, carrier site and 17TRACK before escalating.

7. How long does Shipway delivery take?

There is no single Shipway delivery time for all shoppers because Shipway is not the courier for every order. Use the seller’s delivery estimate and the carrier ETA for your specific shipment.

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

Check the delivery location, mailbox, reception desk, family members, neighbors and proof of delivery first. Then contact the carrier for delivery evidence and the merchant for replacement, claim or refund review.

9. Can 17TRACK track my Shipway return?

Yes, if the return has a supported carrier tracking number. 17TRACK can show return parcel movement, but it cannot determine whether the merchant has approved a refund.

10. How do I contact Shipway customer service for an order?

For shopper order issues, contact the store or marketplace that sold the item. Use Shipway’s official contact route for business platform questions, not as a substitute for the merchant’s order support.

11. Why does my merchant tracking page show Shipway if another courier delivers the package?

Shipway may provide the merchant’s tracking page or notification workflow, while the actual courier performs pickup, transit and delivery scans. The courier remains the source for physical delivery events.

12. What happens when a Shipway order is split into multiple packages?

Each package may have its own carrier, tracking number and delivery date. Match every item in the merchant order details to the corresponding shipment before reporting a missing item.

13. Does Shipway control third-party seller shipping?

Shipway can support seller shipping workflows if the seller uses Shipway, but the seller still controls dispatch, item accuracy and customer support. Escalate non-dispatch or wrong tracking through the seller or marketplace.

14. Can Shipway change my delivery address after shipment?

Do not assume Shipway can change the address. Ask the merchant whether shipper-approved correction is allowed, and follow carrier instructions if the parcel is already in the delivery network.

15. Is a Shipway return tracking scan enough to get a refund?

No. A return scan only shows parcel movement; refund status depends on the merchant’s return approval, inspection process and payment channel.

16. Can merchants connect Shipway tracking with 17TRACK?

Merchants can use Shipway for their own shipping workflows and use 17TRACK API separately for carrier-number tracking, but integrations should use authorized documentation and should not treat store order numbers as carrier tracking numbers.

Tracking API

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

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

Note:
Use the carrier tracking number from the merchant, Shipway tracking page,
shipping email, SMS, WhatsApp message or carrier label. Do not submit a
merchant order number, payment reference, invoice number, RMA number or
internal store ID unless it is also the carrier tracking number.