Cainiao Tracking

Please enter the Cainiao tracking number to check the latest shipping status.

cainiaoglobalpr@list.alibaba-inc.comhttps://track.cainiao.com/orderTrack

TRACK

About Cainiao

Cainiao is Alibaba Group’s logistics platform and cross-border logistics brand. For tracking, Cainiao commonly acts as a logistics coordinator, data platform, first-mile or consolidation operator, cross-border line-haul organizer, or local delivery partner, depending on the route and service. A Cainiao tracking result can therefore include scans from Cainiao-operated facilities and from partner carriers that physically hold the parcel at a specific stage.

Cainiao Overview

Field	Verified information
Official name	Cainiao, commonly associated with Cainiao Network and the Chinese name 菜鸟.
Official website	https://www.cainiao.com/
Tracking page	https://track.cainiao.com/orderTrack
Carrier type	Cross-border logistics platform, parcel tracking platform, fulfillment network, and logistics service operator working with postal, courier, line-haul, customs, warehouse, and last-mile partners.
Primary region	China-origin and global ecommerce logistics, especially marketplace parcels connected with Alibaba ecosystem platforms and international partner networks.
Parent organization	Alibaba Group is the controlling ecosystem relationship publicly associated with Cainiao.
Founded	Not stated here as a current tracking-policy fact; users should verify corporate-history details on Cainiao or Alibaba investor pages.
Headquarters	Not needed for shipment troubleshooting and not used as a tracking decision field on this page.

Carrier Entity Relationships

Entity

Relationship summary

Cainiao

Cainiao is the canonical logistics entity for Cainiao-branded tracking and cross-border ecommerce logistics.

View all details for Cainiao

Entity type	Canonical carrier and logistics platform.
Why it matters to tracking	The official Cainiao tracking page may show events collected across multiple logistics partners, so the event owner must be read from the scan context.
Official evidence	Cainiao official tracking page and Cainiao official website.

Cainiao Standard, Cainiao Super Economy, Cainiao Heavy Parcel Line and other marketplace logistics products

Cainiao-branded logistics products are ecommerce shipping products that may be operated through Cainiao facilities and partner carrier networks.

View all details for Cainiao-branded services

Entity type	Operated services and marketplace logistics products.
Why it matters to tracking	The service name helps explain tracking depth, handoff frequency, and whether the destination carrier may provide more local delivery detail.
Official evidence	Cainiao and marketplace shipping pages identify Cainiao as a logistics service used for cross-border ecommerce parcels.

Official Cainiao tracking page

The official Cainiao tracking page is the consumer entry point for Cainiao shipment-event lookup.

View all details for the official Cainiao tracking page

Entity type	Tracking product.
Why it matters to tracking	It is the official place to test whether a Cainiao number has shipment data, but it does not replace the seller, marketplace order page, or local delivery carrier for after-sales action.
Official evidence	Cainiao official tracking page.

Origin warehouses, consolidation centers, export gateways, customs, and destination delivery carriers

These network entities may physically handle a Cainiao parcel at different lifecycle stages.

View all details for Cainiao network entities

Entity type	Key network and facility entities.
Why it matters to tracking	A scan at an export gateway means the parcel may be waiting for line-haul or export processing; a destination scan means a local partner may become the best contact.
Official evidence	Cainiao tracking events and Cainiao service descriptions reference cross-border logistics stages and delivery partners.

China Post, destination postal operators, couriers, lockers, pickup points, and local delivery partners

Partner carriers may issue, carry, or continue tracking a parcel number that also appears in Cainiao tracking.

View all details for Cainiao partner handoffs

Entity type	International or last-mile partners.
Why it matters to tracking	A number can be queryable on Cainiao without being issued by Cainiao; after destination handoff, the local carrier may provide delivery attempts, pickup instructions, and proof-of-delivery records.
Official evidence	UPU S10 postal-number rules and official destination-carrier tracking practices explain postal handoff behavior.

17TRACK

17TRACK independently aggregates available tracking events for Cainiao and partner-carrier parcels when the submitted number is recognized.

View all details for the 17TRACK relationship

Entity type	Independent multi-carrier tracking platform.
Why it matters to tracking	17TRACK can help identify the carrier and normalize events, but 17TRACK does not transport parcels, change addresses, issue refunds, or approve claims.
Official evidence	17TRACK tracking and API documentation.

Quick Answer

To track a Cainiao package, enter the tracking number from your marketplace order, seller shipment email, shipping label, or receipt on the official Cainiao tracking page or on 17TRACK. If no result appears, first check the number for spaces or copied order text, confirm that the seller has actually shipped the parcel, and allow time for the first physical acceptance or partner handoff scan.

Pro Tip: 17TRACK is an independent tracking platform. 17TRACK can display available Cainiao and partner-carrier events, but 17TRACK cannot physically deliver the parcel, correct an address, approve a refund, or open a carrier claim.

How to Track Cainiao Packages

Use the official Cainiao page when you want Cainiao’s own shipment lookup, and use 17TRACK when you want multi-carrier recognition across Cainiao, origin partners, and destination last-mile carriers.

Path

Steps

Official Cainiao tracking

Open the Cainiao tracking page, paste the shipment tracking number, remove extra spaces or punctuation, submit the query, and compare the newest event with your marketplace order status.

View all details for official Cainiao tracking

Best when	You have a Cainiao-branded tracking number or a marketplace shipment that says Cainiao is the logistics provider.
If no result appears	Check whether the number is an order ID rather than a logistics ID, whether the seller has only created a label, or whether the first partner scan has not yet been transmitted.

17TRACK tracking

Paste the same number into 17TRACK, let carrier auto-detection run, and review whether Cainiao, an origin postal operator, or a destination carrier has the latest available event.

View all details for 17TRACK tracking

Best when	The parcel crosses borders, the tracking number may belong to a partner carrier, or the destination delivery company is unknown.
If no result appears	Try again after the first physical scan, ask the seller to confirm the logistics number, and check the marketplace order page for a newly assigned last-mile number.

The tracking number is different from the marketplace order number. An order number identifies your purchase; a tracking number identifies a parcel movement. A reference number, invoice number, or merchant shipment ID may not be accepted by Cainiao unless the merchant has linked it to logistics data.

Tracking Number Formats and Examples

Cainiao tracking numbers are not one single public format. Cainiao can show Cainiao-issued logistics IDs, marketplace logistics IDs, postal S10 identifiers, partner-carrier numbers, and last-mile numbers. Being trackable on Cainiao does not prove that Cainiao issued the number.

Tracking Number Format

Identifier family

Normalized pattern

Cainiao or marketplace logistics ID

Often alphanumeric, such as LP #### #### #### ## or similar marketplace-assigned logistics references.

View all details for Cainiao or marketplace logistics IDs

Length/structure	Not fully published as a universal official rule; remove spaces and punctuation before searching.
Issued by	Cainiao, a marketplace logistics system, or a seller’s connected shipping platform.
Typical service/use	Cross-border ecommerce parcels, especially marketplace orders using Cainiao logistics services.
Who sees it and where	Buyers see it on the order page or dispatch email; sellers see it in the logistics order record.
Tracking scope	Usually visible in Cainiao tracking and may be linked internally to partner and last-mile scans.
Important caveat	Prefix alone should not be used to infer exact service, speed, or current physical custodian.

UPU S10 postal number from China or another origin post

Two letters, nine digits, and a two-letter country code, such as LX ######### CN or LP ######### CN.

View all details for UPU S10 postal numbers

Length/structure	13 characters: service indicator letters, serial digits including check digit logic, and the issuing postal administration country code.
Issued by	The origin postal operator or an authorized postal logistics channel, not necessarily Cainiao.
Typical service/use	International postal packets, registered items, and postal handoff parcels.
Who sees it and where	Cross-border buyers may see it in the marketplace order; destination postal operators may continue using the same number after import handoff.
Tracking scope	Visible through origin post, destination post, Cainiao, and multi-carrier aggregators where data sharing is available.
Important caveat	A country code at the end identifies the issuing postal administration, not the current location of the parcel.

Partner courier or last-mile number

Carrier-specific digits or alphanumeric strings assigned after destination handoff.

View all details for partner courier or last-mile numbers

Length/structure	Depends on the local carrier; formats can be numeric, alphanumeric, barcode-based, or delivery-notice based.
Issued by	Destination courier, postal operator, pickup-point operator, or delivery platform.
Typical service/use	Final-mile delivery attempts, pickup-point routing, lockers, proof of delivery, or local returns.
Who sees it and where	Recipients may see it in local carrier notifications, SMS, delivery notices, marketplace updates, or 17TRACK carrier-detection results.
Tracking scope	Best tracked on the destination carrier site once the destination carrier has accepted the parcel.
Important caveat	The last-mile number can change or appear later; absence of a local number does not always mean the parcel is lost.

Merchant order number or reference ID

Marketplace order IDs, seller order references, or invoice numbers; these are not parcel tracking numbers by default.

View all details for merchant order or reference IDs

Length/structure	Varies by merchant platform and may include letters, digits, separators, or store-specific prefixes.
Issued by	Marketplace, seller, shopping cart, or warehouse management system.
Typical service/use	Customer-service lookup and order management rather than carrier scanning.
Who sees it and where	Buyers see it on receipts and order confirmation pages; sellers use it in support systems.
Tracking scope	Usually cannot be tracked directly unless the platform maps it to a logistics number.
Important caveat	If Cainiao says the number is invalid, ask the seller for the logistics tracking number rather than the purchase order number.

Pro Tip: Normalize a Cainiao number by removing spaces, hyphens, and copied labels such as “Tracking No.” Do not remove letters that are part of a postal S10 number or a partner-carrier reference.

Tracking Statuses and Meanings

Cainiao status wording can vary by language, route, and partner carrier. Read each event as a lifecycle stage: electronic shipment information, physical acceptance, sorting, export, line-haul, import, destination handoff, delivery attempt, delivery, exception, or return.

Status Quick Lookup

Status

What it means

Shipment information received / order created

Electronic data exists, but the parcel may not yet be physically accepted.

View all details for shipment information received

Lifecycle stage	Pre-shipment.
Current responsible party	Seller, warehouse, or shipping platform until a carrier acceptance scan appears.
What happens next	The parcel is packed, labeled, handed to Cainiao or a logistics partner, then scanned at pickup or a sorting point.
What you should do	Wait for a physical scan or ask the seller whether the parcel has actually left the warehouse.

Accepted / received by logistics company

Cainiao or a partner carrier has recorded physical receipt or an operational intake scan.

View all details for accepted by logistics company

Lifecycle stage	Accepted.
Current responsible party	The carrier or logistics facility named in the event.
What happens next	Sorting, consolidation, export preparation, or transfer to line-haul.
What you should do	Monitor for the next scan; no action is usually needed.

Departed from sorting center / in transit

The parcel has left one facility and is moving toward another node.

View all details for in transit

Lifecycle stage	In transit.
Current responsible party	Line-haul carrier, consolidation operator, or next sorting facility depending on route.
What happens next	Arrival scan, export scan, import scan, or partner handoff.
What you should do	Allow for scan gaps during truck, air, or cross-border line-haul movement.

Export clearance started / handed over to airline / departed country of origin

The parcel is in export processing or international transport preparation.

View all details for export and airline handoff

Lifecycle stage	Customs and handover.
Current responsible party	Export facility, customs/security authority, airline, or line-haul partner.
What happens next	International transport, arrival at destination country, and import processing.
What you should do	Do not treat this as delivery progress in the destination country; wait for import or destination-carrier scan.

Arrived at destination country / import customs

The parcel has reached the destination side or is being reviewed for import processing.

View all details for import customs

Lifecycle stage	Customs and destination handoff.
Current responsible party	Destination customs, import facility, broker, postal operator, or local courier.
What happens next	Customs release, tax notice, transfer to delivery carrier, or request for more information.
What you should do	Watch for tax or document requests; contact the seller or local carrier if a notice requires action.

Out for delivery

The local delivery carrier has assigned the parcel to a delivery route.

View all details for out for delivery

Lifecycle stage	Out for delivery.
Current responsible party	Destination last-mile carrier.
What happens next	Delivery, failed attempt, pickup-point deposit, or delivery exception.
What you should do	Check the local carrier site for delivery instructions if a local tracking number is available.

Delivered / signed / picked up

The final carrier recorded delivery, signature, locker deposit, pickup-point handover, or collection.

View all details for delivered or picked up

Lifecycle stage	Delivered or pickup.
Current responsible party	Local delivery carrier for proof of delivery; seller or marketplace for order dispute handling.
What happens next	Order completion unless the recipient disputes receipt or reports damage.
What you should do	Check mailbox, locker, reception, family members, neighbors, and local carrier proof-of-delivery options before opening a dispute.

Delivery failed / exception / returned

Delivery could not be completed, or the parcel is being held, redirected, or returned.

View all details for delivery exception or return

Lifecycle stage	Exception or return.
Current responsible party	Usually the local delivery carrier, customs authority, or return logistics operator shown in the latest event.
What happens next	Redelivery, pickup, address clarification, customs resolution, or return to sender.
What you should do	Act quickly through the local carrier or marketplace because pickup and redelivery windows vary by country and service.

Services and Delivery Times

Cainiao delivery time depends on the marketplace shipping product, origin warehouse, destination country, customs, line-haul availability, and local carrier. Treat displayed dates as estimates unless your specific merchant or platform states a separate service guarantee.

Service Comparison

Service

Best for

Cainiao Standard or standard cross-border logistics

Tracked ecommerce parcels where buyers need broader tracking than economy untracked channels.

View all details for Cainiao Standard logistics

Service type	Cross-border parcel service arranged through Cainiao and partners.
Coverage	Varies by marketplace route and destination country.
Tracking level	Usually includes origin, cross-border, and destination milestones where partner data is available.
Key size/weight condition	Defined by the seller platform, service lane, and destination carrier rules.
Included protection/extra service	Marketplace buyer protection may apply through the selling platform; carrier insurance is not assumed.
Main limitation	Delivery control and claims usually flow through seller or marketplace, not directly through Cainiao for every recipient.

Cainiao Super Economy or economy cross-border logistics

Low-value lightweight ecommerce items where cost is prioritized over detailed final-mile visibility.

View all details for Cainiao economy logistics

Service type	Economy cross-border packet service.
Coverage	Route-specific and marketplace-dependent.
Tracking level	May have fewer scans; final delivery confirmation can be limited in some countries.
Key size/weight condition	Commonly used for small packets; exact conditions must be checked in the seller’s shipping options.
Included protection/extra service	Buyer-protection rules depend on the marketplace, not on 17TRACK.
Main limitation	Long scan gaps are more common because low-cost postal and consolidated channels may not scan at every transfer.

Heavy parcel or special line logistics

Larger or lane-specific ecommerce shipments where Cainiao or the platform offers a dedicated route.

View all details for Cainiao heavy parcel or special lines

Service type	Route-specific parcel or special handling logistics.
Coverage	Only available where the platform displays the option for the product, seller, and destination.
Tracking level	Depends on warehouse, line-haul, customs broker, and final-mile carrier integrations.
Key size/weight condition	Must follow lane-specific dimensional, weight, and prohibited-goods rules.
Included protection/extra service	Any declared value, protection, or compensation rule must be confirmed in the platform terms.
Main limitation	Oversize or special items may face customs, handling, or delivery appointment constraints.

Delivery Time

Service

Published delivery standard

Cainiao Standard or comparable tracked cross-border service

Varies by origin, destination, customs, and service lane.

View all delivery-time details for Cainiao Standard logistics

Business or calendar days	Not stated here as a universal rule because marketplace lanes differ.
Guarantee status	Not a universal Cainiao money-back guarantee; check the marketplace order promise.
Starts counting from	Usually from seller dispatch, carrier acceptance, or platform shipment confirmation, depending on the displayed promise.
Main delay factors	Seller handling, consolidation, export security, customs, flights, destination carrier capacity, address quality, holidays, weather, and peak season.
Official source date/validity	Use the current Cainiao tracking page and marketplace order promise for the exact lane.

Cainiao economy cross-border service

Varies by origin, destination, customs, and low-cost transport network availability.

View all delivery-time details for Cainiao economy logistics

Business or calendar days	Not safely stated as a universal value across countries.
Guarantee status	Usually an estimate or marketplace protection window rather than a carrier-level delivery guarantee.
Starts counting from	Check the marketplace order page because seller handling time may be separate from logistics transit.
Main delay factors	Consolidation wait, fewer scans, postal handoff, customs inspection, and local untracked delivery segments.
Official source date/validity	Use the current order page and carrier tracking result for the exact shipment.

Common Tracking Problems and Solutions

Most Cainiao tracking problems come from one of four boundaries: the seller has not handed over the parcel, Cainiao is waiting for a partner scan, the parcel is in customs or line-haul without scans, or the local delivery carrier now controls the final mile.

Problem & Solution

Problem/status shown

Likely cause

Invalid number or no result

The pasted value may be an order ID, copied with extra text, not yet transmitted, or assigned to another carrier.

View all details for invalid Cainiao numbers

Check first	Remove spaces and labels; compare with the marketplace logistics number.
Immediate action	Try official Cainiao tracking and 17TRACK carrier auto-detection.
When to escalate	Escalate to the seller if the seller claims dispatch but no logistics number ever activates.
Who to contact	Seller or marketplace first; destination carrier only after a local tracking record exists.

Label created or shipment information received only

Electronic data exists, but physical handoff may not have occurred.

View all details for label-created Cainiao shipments

Check first	Marketplace dispatch date and seller handling time.
Immediate action	Wait for acceptance or ask the seller whether the parcel left the warehouse.
When to escalate	Use the marketplace buyer-protection or order-dispute timeline if the seller misses the stated shipping promise.
Who to contact	Seller or platform because the carrier may not physically have the parcel yet.

No update for several days or stuck in transit

The parcel may be in consolidation, line-haul, customs, or a partner segment with fewer scans.

View all details for Cainiao no-update situations

Check first	Latest location, whether the parcel has departed origin country, and whether a local carrier number exists.
Immediate action	Track with Cainiao and 17TRACK; check the destination carrier if one is identified.
When to escalate	Escalate when the marketplace delivery promise or protection window is near expiry, not merely because a scan gap exists.
Who to contact	Seller or marketplace for order protection; local carrier if the latest scan is a destination-carrier scan.

Customs hold or import processing

The destination authority or broker may be checking declaration data, duties, taxes, or restricted-goods compliance.

View all details for Cainiao customs holds

Check first	Email, SMS, marketplace messages, or local carrier notices requesting tax payment or identity information.
Immediate action	Provide requested information only through official carrier, customs, or marketplace channels.
When to escalate	Escalate to the seller or marketplace if the declaration appears wrong or the parcel is returned after customs action.
Who to contact	Destination carrier, customs broker, seller, or marketplace depending on who issued the notice.

Delivery failed, pickup required, or address problem

The local carrier could not complete delivery, needs recipient action, or deposited the parcel at a pickup point.

View all details for Cainiao delivery failures

Check first	Local carrier tracking page, delivery notice, address, phone number, pickup code, and parcel-hold location.
Immediate action	Follow the destination carrier’s redelivery or pickup instructions quickly.
When to escalate	Escalate if pickup or redelivery is impossible before the local hold period ends.
Who to contact	Destination last-mile carrier first; seller or marketplace if the address was wrong or the parcel is returned.

Delivered but not received

The parcel may be at a mailbox, locker, reception desk, neighbor, family member, alternate entrance, or incorrectly scanned location.

View all details for delivered but not received

Check first	Delivery location, mailbox, parcel locker, reception, household members, neighbors, camera footage, and local proof-of-delivery options.
Immediate action	Contact the local delivery carrier with the local tracking number and delivery timestamp; then notify the seller or marketplace.
When to escalate	Escalate through the marketplace dispute process if the local carrier cannot locate the parcel or proof of delivery conflicts with reality.
Who to contact	Local delivery carrier for delivery investigation; seller or marketplace for refund or replacement decision.

Returned to sender, lost, or damaged

The parcel may have failed delivery, violated customs or transport rules, been misrouted, or been damaged in handling.

View all details for returned, lost, or damaged Cainiao parcels

Check first	Latest return scan, delivery-attempt history, packaging photos, contents photos, and marketplace buyer-protection deadline.
Immediate action	Document the issue and contact the seller or marketplace; preserve packaging for damage cases.
When to escalate	Escalate before the platform dispute deadline or when the carrier confirms return, loss, or damage.
Who to contact	Seller or marketplace for refund or replacement; carrier claims usually require the shipper or contracting party.

International Shipping, Customs and Carrier Handoffs

Cainiao cross-border tracking should be read as a chain of custody. Electronic data, physical handoff, export, import, and final-mile delivery are separate events, and the party responsible for action changes as the parcel moves.

International Flow

Stage

Physical custodian/responsible entity

Seller dispatch and label creation

Seller, warehouse, or marketplace logistics system.

View all details for seller dispatch

Typical tracking event	Shipment information received or order created.
What is happening	Data exists before physical pickup or warehouse transfer.
Can the tracking number change?	Yes, a partner or last-mile number may be added later.
Normal visibility gap	Possible until the first acceptance scan.
What the customer should do	Ask the seller if the parcel remains in pre-shipment too long for the order promise.

Origin acceptance and consolidation

Cainiao facility, first-mile courier, warehouse, or consolidation partner.

View all details for origin acceptance

Typical tracking event	Accepted, received by logistics company, or arrived at sorting center.
What is happening	Parcels are scanned, sorted, consolidated, and prepared for export routing.
Can the tracking number change?	Usually the original logistics ID remains, but internal bag or line-haul references may be added.
Normal visibility gap	Short gaps are common between warehouse and export gateway scans.
What the customer should do	Monitor tracking; seller action is needed only if no physical acceptance appears.

Export customs, security, and line-haul handoff

Export facility, customs or security authority, airline, trucker, or freight partner.

View all details for export and line-haul

Typical tracking event	Export clearance, handed over to airline, departed origin country, or in transit to destination.
What is happening	The parcel is leaving the origin network and moving internationally.
Can the tracking number change?	Yes, the line-haul or postal operator may associate a different operational identifier.
Normal visibility gap	Several days of limited visibility can occur during air, sea, rail, or truck movement.
What the customer should do	Wait for destination arrival before contacting a local delivery carrier.

Import customs and destination exchange

Destination customs, postal exchange office, broker, or import facility.

View all details for import customs and exchange

Typical tracking event	Arrived at destination country, import customs clearance, held by customs, or released from customs.
What is happening	Authorities or brokers review declaration data and route the parcel to the local delivery network.
Can the tracking number change?	Yes, destination carriers may create a local number or continue the postal S10 number.
Normal visibility gap	Visibility varies by customs, local scan practices, and data exchange timing.
What the customer should do	Respond to official tax, duty, or document requests; do not assume arrival equals customs release.

Destination carrier handoff and last mile

Local postal operator, courier, pickup point, locker network, or delivery contractor.

View all details for destination handoff and last mile

Typical tracking event	Arrived at delivery office, out for delivery, pickup available, delivery failed, or delivered.
What is happening	The destination carrier controls delivery attempts, pickup instructions, and proof of delivery.
Can the tracking number change?	Yes, a local delivery number may become the best identifier for contacting the final-mile carrier.
Normal visibility gap	Some carriers update Cainiao late or only provide local-site detail.
What the customer should do	Use the local carrier page for redelivery, pickup, address clarification, and delivery disputes.

Delivery Management and Post-shipment Options

Cainiao recipients usually manage delivery through the marketplace order page or the destination last-mile carrier, because the final carrier controls redelivery, pickup, locker, delivery instructions, and local proof of delivery after handoff.

Delivery Management

Option

Who can request

Address correction before dispatch

Buyer through seller or marketplace, if the order has not been shipped.

View all details for address correction before dispatch

Eligibility	Possible only before seller handoff or platform shipment lock.
Deadline/available stage	Before physical dispatch or label finalization.
Fee	Depends on seller or marketplace rules.
Guaranteed?	No; once shipped, correction may be impossible.
Official action link	Use the marketplace order-help page or seller contact channel.

Redelivery or pickup after failed attempt

Recipient through the destination delivery carrier.

View all details for redelivery or pickup

Eligibility	Available only if the local carrier supports redelivery, pickup point, locker, or hold options.
Deadline/available stage	After destination-carrier scan or failed delivery notice.
Fee	Depends on local carrier and country.
Guaranteed?	No; availability depends on local carrier systems and remaining hold time.
Official action link	Use the destination carrier tracking or delivery-management page identified in tracking.

Proof of delivery or delivery dispute

Recipient, seller, or marketplace support depending on the final carrier and order platform.

View all details for proof of delivery or disputes

Eligibility	Requires a delivered scan or local-carrier delivery record.
Deadline/available stage	After delivery scan and before marketplace dispute deadlines expire.
Fee	Usually no fee for basic delivery inquiry; formal documents depend on local carrier.
Guaranteed?	No; proof detail varies by service, country, and carrier.
Official action link	Use local carrier support for delivery proof and marketplace support for refund or replacement.

Lost, Damaged, Claims, Insurance and Refunds

A Cainiao tracking inquiry, a marketplace refund request, a carrier loss investigation, and an insurance claim are different processes. For marketplace purchases, the seller or platform usually controls refunds and replacements, while carrier-level claims often require the shipper or contracting account holder.

Claims and Refunds

Process

Use when

Tracking inquiry

Use when the number has no update, is stuck, or appears to be with a partner carrier.

View all details for Cainiao tracking inquiries

Who files	Buyer, seller, or merchant support.
Earliest/latest filing time	Follow the marketplace order-protection and delivery-promise timeline; no universal Cainiao deadline is stated here.
Required evidence	Tracking number, order number, latest scan, destination address, screenshots, and seller messages.
Possible outcome	Clarification of current carrier, updated number, seller investigation, or platform escalation.
Official link	Cainiao tracking page, seller support, or marketplace help center.

Marketplace refund or replacement

Use when delivery is late beyond platform promise, delivered but not received, returned, lost, wrong item, or damaged.

View all details for marketplace refunds or replacements

Who files	Buyer files through the platform order page; seller responds under platform rules.
Earliest/latest filing time	Use the current platform protection window shown on the order.
Required evidence	Photos, packaging, tracking screenshots, local carrier statement, proof of non-receipt, and order details.
Possible outcome	Refund, replacement, partial refund, request for more evidence, or denial under platform rules.
Official link	Marketplace order-dispute or buyer-protection page.

Carrier claim or insurance claim

Use when the contracting carrier service includes claim rights and the shipper or account holder can file.

View all details for carrier or insurance claims

Who files	Usually the shipper, seller, or logistics account holder; recipient eligibility depends on carrier and country.
Earliest/latest filing time	Varies by carrier, service, and insurance product; verify on the current official carrier page.
Required evidence	Tracking number, invoice, value proof, photos, contents description, packaging, and damage report.
Possible outcome	Carrier investigation, compensation to contracting party, denial, or request for additional proof.
Official link	Destination or contracting carrier claims page if the carrier is identified.

17TRACK cannot approve Cainiao claims, marketplace refunds, insurance compensation, or chargebacks. Preserve packaging and take clear photos before discarding damaged parcels.

Shipping Restrictions and Special Handling

Cainiao parcels must satisfy marketplace rules, origin export rules, air-transport rules, destination import rules, and local carrier restrictions. Restricted items can cause customs holds, return, disposal, extra documentation, or limited tracking visibility.

Shipping Restrictions

Customer Service

For Cainiao parcels, the fastest support path is usually: check Cainiao and 17TRACK, identify whether a local carrier now has the parcel, contact the destination carrier for delivery action, and contact the seller or marketplace for refund, replacement, or dispute action.

Customer Service

Channel

Verified contact/link

Official Cainiao tracking page

https://track.cainiao.com/orderTrack

View all details for official Cainiao tracking support

Best for	Checking whether Cainiao has shipment events for the number.
Region/language	International web access; displayed language and available functions may vary.
Hours and time zone	Online self-service; live support hours are not confirmed here.
Information to prepare	Tracking number, order number, seller name, latest event, and destination country.
Important limitation	The tracking page is not a universal claims, address-change, or refund tool.

Cainiao official website

https://www.cainiao.com/

View all details for Cainiao official website

Best for	Corporate information, service information, and official Cainiao resources.
Region/language	China and international Cainiao information; language availability may vary by page.
Hours and time zone	Website self-service; no universal parcel-support phone hours are stated here.
Information to prepare	Tracking number, shipper, merchant platform, and destination.
Important limitation	Consumer parcel support may still need to be handled through the marketplace or destination carrier.

Marketplace seller or order help center

Use the help or dispute link inside the marketplace order page.

View all details for marketplace support

Best for	Wrong address before dispatch, refund, replacement, non-receipt, damage, incorrect item, and buyer-protection deadlines.
Region/language	Depends on the selling platform and buyer account region.
Hours and time zone	Depends on platform and seller.
Information to prepare	Order number, tracking number, screenshots, photos, delivery issue summary, and requested outcome.
Important limitation	The seller or platform may be the contracting party with Cainiao or partner carriers.

Destination last-mile carrier

Use the local carrier website shown by tracking, 17TRACK, delivery notice, SMS, or email.

View all details for destination last-mile carrier support

Best for	Redelivery, pickup, locker code, local address issue, proof of delivery, and delivered-but-not-received investigation.
Region/language	Destination-country language and local support rules.
Hours and time zone	Depends on the local carrier and time zone.
Information to prepare	Local tracking number, Cainiao number, recipient name, address, phone, delivery date, and ID if pickup requires verification.
Important limitation	The local carrier may not decide marketplace refunds or seller compensation.

Ecommerce and Business Tracking

Businesses should distinguish consumer tracking, carrier-connected logistics systems, and multi-carrier tracking APIs. Cainiao tracking is useful for Cainiao-related parcels, while 17TRACK helps merchants monitor shipments across Cainiao and other carriers with standardized tracking registration and event retrieval.

Developer/API Comparison

Option

Provider

Official Cainiao consumer tracking

Cainiao

View all details for official Cainiao consumer tracking

Carrier coverage	Cainiao-related parcels and partner events available to Cainiao.
Primary use	Manual shipment lookup by consumers and merchants.
Authentication	Public web lookup; no public API authentication is stated here.
Tracking/batch/webhook capability	Consumer page functionality varies; batch and webhook capability is not confirmed for public use here.
Current developer documentation	Use official Cainiao or Alibaba logistics partner channels if you have a business integration relationship.
Migration/deprecation note	No current public official tracking API endpoint is confirmed in this page.

17TRACK Tracking API

17TRACK

View all details for 17TRACK Tracking API

Carrier coverage	Multi-carrier tracking, including Cainiao where 17TRACK supports the submitted number and carrier mapping.
Primary use	Registering tracking numbers, retrieving normalized tracking data, building shipment visibility, and exception monitoring.
Authentication	17TRACK API token in the 17token header.
Tracking/batch/webhook capability	API-based tracking registration and related developer functions documented by 17TRACK.
Current developer documentation	17TRACK API documentation.
Migration/deprecation note	Use the current 17TRACK v2.4 endpoint shown in the Tracking API section below.

FAQ

1. How do I track my Cainiao package?

Enter the tracking number on the official Cainiao tracking page or use 17TRACK to view available Cainiao and partner-carrier shipment events.

2. Where can I find my Cainiao tracking number?

Look in your marketplace order page, shipping confirmation email, seller message, warehouse receipt, or local carrier notification. Do not confuse the marketplace order number with the parcel tracking number.

3. What does a Cainiao tracking number look like?

Cainiao numbers can be Cainiao or marketplace logistics IDs, postal S10 numbers such as LX ######### CN, or partner-carrier numbers. The exact service cannot be reliably inferred from the prefix alone.

4. When will the first Cainiao tracking update appear?

The first meaningful update usually appears after the seller, warehouse, Cainiao facility, or partner carrier records a physical acceptance or sorting scan. A label-created event alone may only mean electronic data exists.

5. Why is my Cainiao tracking not updating?

Cainiao tracking may pause during seller handling, consolidation, export, airline or line-haul movement, customs, or partner handoff. Check whether a destination carrier number has appeared before escalating.

6. How long does Cainiao delivery take?

Cainiao delivery time varies by origin, destination, service lane, customs, and local carrier. Use the marketplace delivery promise as the order-specific estimate rather than assuming a universal Cainiao delivery time.

7. What should I do if Cainiao says delivery failed?

Check the destination carrier page, delivery notice, pickup location, and address information. The local carrier usually controls redelivery, pickup, and delivery instructions after final-mile handoff.

8. What should I do if Cainiao says delivered but I did not receive the package?

Check mailbox, locker, reception, household members, neighbors, alternate entrances, and local proof-of-delivery records. Then contact the local carrier and notify the seller or marketplace before the dispute deadline.

9. How do I report a lost or damaged Cainiao package?

Document the issue with tracking screenshots, photos, packaging, and order details, then contact the seller or marketplace. Carrier claims may need to be filed by the shipper or logistics account holder.

10. How do I contact Cainiao customer service?

Start with the official Cainiao tracking page, then use the marketplace order help center or the destination carrier if the latest scan shows local delivery control. Prepare the tracking number, order number, destination, and latest event.

11. Does Cainiao always deliver the final mile?

No. Cainiao often coordinates cross-border logistics and may hand the parcel to a destination postal operator, courier, locker network, or pickup-point carrier for final delivery.

12. Can a Cainiao package have more than one tracking number?

Yes. A Cainiao logistics ID, an origin postal S10 number, and a destination last-mile number may be linked to the same shipment. Use 17TRACK or the marketplace order page to identify related numbers.

13. What does Cainiao handover to carrier mean?

Handover means custody or operational responsibility is moving from one logistics party to another. Electronic pre-advice, physical handoff, and the first receiving scan are separate events and may not happen at the same time.

14. Does arrival in the destination country mean customs is finished?

No. Arrival in the destination country only means the parcel reached the destination-side network or exchange point. Import customs, tax payment, release, and local carrier handoff may still be pending.

15. Can businesses track Cainiao shipments through an API?

Businesses can use the current 17TRACK API for multi-carrier tracking registration and monitoring. A current public official Cainiao tracking API endpoint is not confirmed here, so businesses with Cainiao integration needs should use official Cainiao or Alibaba partner channels.

16. Why does Cainiao show a partner carrier event?

Cainiao parcels often move through partner networks. A partner event indicates that the named carrier, warehouse, customs broker, postal operator, or local courier may be responsible for that transport stage.

17. Who can change the address on a Cainiao shipment?

Before dispatch, the seller or marketplace may be able to update the address. After destination handoff, only the local carrier may offer redirection or pickup options, and success is not guaranteed.

Tracking API

# 1. Cainiao official tracking API
# Current public official tracking API not confirmed.
# Use the official Cainiao tracking page for consumer lookup:
# https://track.cainiao.com/orderTrack
# Businesses with a direct Cainiao or Alibaba logistics relationship should use the official partner/developer channel provided in their contract.

# 2. 17TRACK API
# Register a Cainiao tracking number with 17TRACK.
# CARRIER_CODE is left as a placeholder because the current 17TRACK carrier code was not confirmed here.

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