Whenever Metapack receives updates from carriers to communicate issues with a shipment, Delivery Tracker displays a set of standardised exception messages to the consumer.
Note
If there are multiple parcels in an order, and a parcel falls into an exception state, it is moved to the top of the Delivery Tracker page to flag it up to the consumer.
Although exception messages are triggered by individual carrier events, we have made them uniform across all carriers by mapping them to our shorter list of standardised events. These messages are fixed and translated into all of our supported languages.
When triggered, these messages are displayed within the consumer view throughout the course of a parcel's journey, e.g.
Each message has a headline title to flag up the main issue. This is supported by further detail below, including a call to action to help the consumer.
Note
Where the text says '<Seller>' in the above screenshot or table below, this is replaced by the name of your brand, as set up in Brand Name and Subdomain.
You cannot currently change the background colour of the exception messages.
These messages remain on the tracking page, until either they are no longer valid or a subsequent event moves the parcel along to the next stage.
Table 1. Possible Parcel Exception Messages
|
Event |
Headline Title |
Detail/Context |
|---|---|---|
|
|
Your parcel delivery has been delayed. |
There is a problem with your address information which may delay your delivery. Please contact <Seller> for more information. |
|
|
Your parcel delivery was unsuccessful. |
Delivery was attempted but could not be completed. Please wait for tracking updates or contact <Seller> for more information. |
|
|
Your order has been cancelled. |
Please contact <Seller> for more information. |
|
|
Your parcel could not be collected from your seller. |
Please contact the delivery company or <Seller> for more information. |
|
|
Your parcel could not be collected. |
There was an issue with identification. Please contact <Seller> for more information. |
|
|
Your parcel delivery has been delayed. |
Please wait for tracking updates or contact <Seller> for more information. |
|
|
||
|
|
Your parcel delivery was refused. |
As your parcel delivery was refused, it has been returned to <Seller>. Please contact <Seller> for more information. |
|
|
Your parcel has been damaged. |
Your parcel has been damaged in transit and cannot be delivered. It will be returned to <Seller>. Please contact <Seller> for more information. |
|
|
Your parcel delivery has been delayed. |
Please wait for tracking updates or contact <Seller> for more information. |
|
|
Your parcel is being held at Customs. |
|
|
|
Your parcel is being held at local Customs. |
|
|
|
Your parcel is being held at Customs. |
|
|
|
Your parcel delivery has been delayed. |
Your parcel has been delayed in transit. Please wait for tracking updates or contact <Seller> for more information. |
|
|
||
|
|
Your parcel has been lost in transit. |
Your parcel is lost and will not be delivered. Please contact <Seller> for more information. |
|
|
Your parcel delivery has been delayed. |
There is a problem with your address information which is delaying delivery. Please contact <Seller> for more information. |
|
|
Your parcel delivery was unsuccessful. |
Your parcel could not be delivered, or all delivery attempts have failed. It has been sent back to <Seller>, so please contact <Seller> for more information. |
|
|
Part of your order has been delivered. |
For the remaining items, please wait for tracking updates or contact <Seller> for more information. |
|
|
Your parcel delivery could not be completed today. |
The delivery was unsuccessful and the delivery company have left a card. Please follow the instructions on the card to complete your delivery. |
|
|
Your parcel delivery was refused. |
As your parcel delivery was refused, it has been returned to <Seller>. Please contact <Seller> for more information. |
|
|
Your parcel delivery has been delayed. |
Your parcel has been delayed in transit. Please wait for tracking updates or contact <Seller> for more information. |
|
|
Your parcel delivery was unsuccessful. |
Your parcel could not be delivered, or all delivery attempts have failed. It has been sent back to <Seller>, so please contact <Seller> for more information. |
|
|
Your parcel delivery was unsuccessful. |
Your parcel could not be delivered, or all delivery attempts have failed. It has been sent back to <Seller>, so please contact <Seller> for more information. |