Imagine this: You’ve just shipped an order to a customer. You’re excited, knowing they’ll soon be enjoying your amazing product. But then, the dreaded message pops up: “Tracking number not found.” Your heart sinks. The customer is going to be upset. The negative reviews could be coming.
This is the harsh reality of a broken AfterShip system. As an online business owner, you depend on seamless shipment tracking to build trust, keep customers informed, and maintain a smooth post-purchase experience. AfterShip is an excellent tool for this, but when it’s not working, it can wreak havoc on your operations.
This blog post aims to help you troubleshoot common AfterShip problems and get your shipment tracking back on track. By understanding the potential causes and implementing the solutions provided, you can keep your customers happy and prevent any unnecessary headaches.
Table of Contents
- Common Reasons for AfterShip Import Failure
- Step-by-Step Troubleshooting Guide
- Additional Troubleshooting Tips
- Best Practices for Preventing AfterShip Issues
- FAQ Section
1. Common Reasons for AfterShip Import Failure
Before we delve into specific solutions, it’s important to understand the underlying causes of AfterShip import failures. Here are some of the most common reasons why your shipments might not be importing or syncing properly:
1.1 Invalid Tracking Numbers
Every carrier uses a specific format for their tracking numbers. An incorrect format can lead to AfterShip not recognizing the number and failing to import the shipment.
For example, some carriers require a specific letter or character at the end of the tracking number. Using the wrong one can result in an error. Carefully double-check the tracking number format before adding it to AfterShip – you can find specific formats for each carrier on their websites.
1.2 Unconfigured Carriers
You might have enabled the carrier you use in your eCommerce platform, but that doesn’t automatically mean it’s active in AfterShip. AfterShip needs to be configured with the carrier before it can track shipments.
This can be easily resolved by activating the carrier within your AfterShip account settings. Additionally, even if the shipment lacks carrier information, AfterShip’s powerful auto-detection feature can automatically identify the carrier based on your configured list.
1.3 Duplicate Tracking Numbers
AfterShip won’t import duplicate tracking numbers from the same carrier. If you’ve already added a tracking number to AfterShip, it will not be imported again. This is a common issue with bulk imports, especially for companies with high shipping volume.
However, you can import duplicate or identical tracking numbers for different carriers by using a specific format with courier slugs:
courierSlugX#trackingNumber
courierSlugY#trackingNumber
For example:
ups#04569400023091U
usps#04569400023091U
This format helps AfterShip distinguish between tracking numbers for different carriers, allowing for accurate tracking.
1.4 App Import Conditions Not Met
AfterShip allows you to define specific conditions for importing shipments automatically. These conditions might be based on the order status, delivery date, or other factors. If the new shipments don’t meet these conditions, they won’t be imported automatically.
Review your app import settings to ensure they are appropriately set up. You might need to adjust the conditions to include the types of shipments you want to track.
1.5 Incorrect CSV Format
If you’re using AfterShip’s CSV upload feature to bulk-import tracking numbers, make sure your CSV file follows the correct format. Incorrect formatting can lead to import errors and make tracking unreliable.
You can find a comprehensive guide on common CSV import errors on the AfterShip website. Always double-check your CSV format before attempting a bulk import to avoid frustration and potential tracking issues.
2. Step-by-Step Troubleshooting Guide
Now that you understand the potential causes of AfterShip import failures, let’s get into the practical steps for troubleshooting specific issues:
2.1 Verify App Connection
The first thing to check is whether AfterShip is properly connected to your eCommerce platform. If the connection is not established, you’ll need to re-install the app and connect it to your store again. Make sure to follow the app’s installation instructions carefully.
2.2 Review Carrier Configuration
Next, confirm that the carrier you are using is properly configured within your AfterShip account.
- Access AfterShip: Log in to your AfterShip account and navigate to your settings.
- Check Carrier List: Go to the “Carriers” section and verify that the carrier you’re using is activated. If not, enable it.
- Verify Courier Slugs: If you’re using multiple carriers, double-check that the correct courier slugs are associated with your tracking numbers.
2.3 Inspect Tracking Numbers
Sometimes, the problem lies in the tracking number itself. Review your tracking numbers to ensure they are accurate and formatted correctly.
- Verify Formatting: Refer to the carrier’s website to ensure the tracking number format is correct.
- Check for Typos: Carefully check for any typos or errors in the tracking number. A single mistake can prevent AfterShip from recognizing the number.
2.4 Check Import Settings
If your tracking numbers and carriers are correct, it’s time to review your AfterShip import settings.
- Access Import Settings: Log in to your AfterShip account and navigate to your app settings.
- Review Conditions: Check the import conditions you’ve set. Make sure they align with the types of shipments you want to track.
- Adjust Conditions: If needed, modify the conditions to include the shipments you’re having trouble importing.
2.5 Validate CSV File
If you’re using a CSV file to bulk import tracking numbers, validate the file’s format.
- Check Formatting: Make sure the CSV file follows the correct format and column headers specified by AfterShip.
- Use a Validator: Utilize an online CSV validator to identify any errors or formatting issues.
3. Additional Troubleshooting Tips
Sometimes, the problem with AfterShip might not be related to your specific configuration. Here are some additional tips to try:
3.1 Check for Service Outages
AfterShip, like any online service, can experience temporary outages or technical difficulties. Check AfterShip’s official status page to see if there are any reported outages or service interruptions. If there is a known issue, contact AfterShip support for updates on the resolution timeline.
3.2 Review Browser Cache
Your web browser’s cache can sometimes hold outdated tracking information. This can lead to errors when viewing tracking updates. Clear your browser’s cache to ensure you’re viewing the latest tracking information. If clearing the cache doesn’t work, try using a different browser to see if the issue persists.
3.3 Contact AfterShip Support
If you’ve tried all of the above steps and AfterShip is still not working, don’t hesitate to contact AfterShip support for help. They have a team of experts who can diagnose and resolve any technical issues.
4. Best Practices for Preventing AfterShip Issues
Once your AfterShip system is working again, it’s important to implement some best practices to prevent future issues:
4.1 Use a Reliable Tracking System
AfterShip is a valuable tool for online businesses. It simplifies tracking and improves customer satisfaction. By using a reliable tracking system, you ensure that your customers receive accurate and timely shipping updates.
4.2 Send Tracking Numbers at the Right Time
Never send tracking numbers before the carrier has scanned the package. Take advantage of AfterShip’s automated notifications, which will send out updates to your customers as soon as the tracking information becomes available.
4.3 Validate Tracking Numbers Before Sending
Before sending a tracking number to a customer, always verify it for accuracy and correct formatting. This can save you time and prevent headaches down the line.
4.4 Properly Configure App Import Settings
Regularly review your AfterShip app import settings to ensure they are still correct. Make adjustments to your import conditions or settings to adapt to any changes in your shipping processes.
By following these best practices, you can minimize the chances of AfterShip issues and ensure a smooth and efficient tracking process.
5. FAQ Section
Why is my AfterShip tracking not updating?
There are several reasons why your AfterShip tracking might not be updating, including:
- Delayed Carrier Updates: Some carriers have delays in updating their tracking information. Wait a few hours, or check the carrier’s website for updates.
- Incorrect Tracking Number Format: Double-check the tracking number format for the carrier you’re using.
- App Import Conditions: Make sure your import conditions are set to include the shipments you want to track.
- AfterShip Service Issues: Check AfterShip’s status page for any known outages.
Can I track Amazon orders with AfterShip?
Yes, AfterShip supports tracking for many carriers used by Amazon. You can connect your Amazon account to AfterShip for automatic order tracking. You can also manually import Amazon tracking numbers to AfterShip.
What if my AfterShip tracking number is not found?
Several reasons could explain why your tracking number isn’t found in AfterShip, including:
- Typographical Errors: Check the tracking number for any typos or mistakes.
- Unsupported Carrier: Confirm that the carrier is supported by AfterShip.
- Carrier System Issue: The carrier might have a technical issue preventing tracking updates.
- Database Issues: Occasionally, AfterShip’s database may experience temporary issues.
If you’ve checked everything and still can’t find your tracking number, contact AfterShip support for assistance.
Why is my AfterShip not tracking my Amazon orders?
While AfterShip supports tracking for many carriers used by Amazon, there are a few reasons why it might not be working for you:
- Amazon Account Not Connected: Make sure your Amazon account is properly connected to AfterShip.
- Carrier Not Supported: Check if the carrier Amazon is using for your orders is supported by AfterShip. If not, you can manually import the tracking number.
- Amazon Order Status: AfterShip may not track Amazon orders until they have a valid tracking number.
- Amazon Order Fulfillment: Orders fulfilled by Amazon might have different tracking information than orders shipped directly from your store.
How do I fix AfterShip if it is not working?
If you’re encountering issues with AfterShip, there are several steps you can take to troubleshoot and fix the problem:
- Check your app connection: Make sure AfterShip is properly integrated with your eCommerce platform (Shopify, BigCommerce, etc.)
- Review carrier settings: Verify that you have activated the carriers you use in your AfterShip account.
- Validate tracking numbers: Ensure all tracking numbers are entered correctly, including the correct format and carrier.
- Check your import settings: Review your import conditions and adjust them as necessary to include the shipments you want to track.
- Clear browser cache: Clear your web browser’s cache to avoid outdated information.
- Contact AfterShip support: If you’ve checked everything and the issue persists, contact AfterShip support for assistance.
What if my AfterShip tracking page is not found?
This usually means that either the tracking page is not linked properly, the tracking page is not enabled, or the AfterShip app is not active. If you’ve checked all of these points and the tracking page is still not found, contact AfterShip support for additional help.
What can I do about AfterShip tracking not working for a specific carrier?
If AfterShip isn’t tracking shipments from a specific carrier, it could be due to the carrier not being supported, carrier tracking issues, or carrier integration issues.
Is AfterShip free?
AfterShip offers a free trial period. Once the trial ends, you will need to choose a paid plan to continue using their services.
How do I fix AfterShip if my tracking page is not updating?
If your AfterShip tracking page isn’t updating, follow these troubleshooting steps:
- Verify carrier tracking: Double-check the carrier’s website for updates. Some carriers might have delays in updating their tracking information.
- Inspect tracking numbers: Make sure the tracking numbers are entered correctly.
- Check import settings: Review the import conditions in your AfterShip settings to ensure that they are set up to include the shipments you want to track.
- Clear browser cache: Clearing your browser’s cache can resolve issues with outdated tracking information.
- Contact AfterShip support: If none of these steps work, contact AfterShip support for assistance.
Can I track my package directly on AfterShip?
Yes! AfterShip offers a dedicated tracking page feature that allows customers to track their orders directly on your website. This provides a seamless and personalized tracking experience without the need for customers to navigate to a third-party website. You can customize this tracking page with your logo, branding, and even a header message to provide additional information or instructions.
What is the tracking page feature in AfterShip?
The AfterShip tracking page is a powerful feature that allows you to provide a custom-branded, interactive tracking experience for your customers directly on your website. Instead of sending your customers to a generic carrier tracking page, you can create a branded tracking page with your logo, colors, and messaging to provide a more seamless and professional customer experience. This feature helps to improve customer trust and satisfaction, increase customer engagement, and reduce customer support inquiries.
Why should I use the AfterShip tracking page feature?
The AfterShip tracking page feature offers several benefits for your online business:
- Improved Customer Experience: The tracking page provides a seamless and personalized tracking experience for your customers directly on your website.
- Enhanced Branding: You can customize the tracking page with your branding elements to create a cohesive and professional experience for your customers.
- Increased Customer Trust: Customers feel more confident about their orders when they can track them on your website.
- Reduced Support Inquiries: A dedicated tracking page can help reduce customer support inquiries related to order status.
By taking advantage of this feature, you can elevate your customer experience and create a more seamless and trusted online store.