ALERT: USPS CONTINUES TO EXPERIENCE TRACKING AND SHIPPING DELAYS DUE TO THE IMPACTS OF THE PANDEMIC. SOME REGIONS/POST OFFICE LOCATIONS ARE EXPERIENCING GREATER DELAYS THAN OTHERS. SINCE SENDLE USES USPS FOR SHIPPING, BOTH SENDLE AND USPS LABELS CONTINUE TO BE AFFECTED BY THIS. (UPDATED 10/2021)
Please know that affected shipments are currently delayed anywhere from 2-3 weeks. The first step in all of these cases is to wait it out as we are finding most orders eventually are being delivered.
If your package tracking isn't updating, here are the next steps to take depending on the current status and length of time:
Package Has Not Scanned In
If your package has not been scanned in, the first step is to give it more time. Occasionally packages get scanned in along their route or at delivery. If it has been more than 2 weeks since you shipped it and it still hasn't been scanned in or you have confirmed that the buyer has not received their package, the next step is contact Support for next steps. If the buyer receives it without it ever scanning in, let us know and we can mark it as delivered for you.
Package Has Stopped Tracking
If your package scanned in and was in transit and then stopped, the first step is to look at the date the tracking stopped. If it has been more than 2 weeks since the last tracking update, or tracking continually states that the package been in transit for 2 weeks with no change/update, the next step is contact Support to let us know and so that we can advise on whether to open a Service Request with USPS or Sendle depending on the shipping label used.
Package Is Arriving Late
If your package is arriving late, the first step is check the last tracking update. If it has been more than 2 weeks since the last tracking update, or tracking continually states that the package has been in transit for 2 weeks with no change/update, the next step is contact Support to let us know and so that we advise on whether to open a Service Request with USPS or Sendle, depending on the shipping label used. If it looks like it is still tracking or it has been less than a week since the last scan, we would recommend checking with the buyer to make sure they haven't received it just in case it has arrived, but hasn't been scanned in as delivered. If the buyer hasn't received it then give it a few more days and then recheck the tracking. If it doesn't seem to be moving or is in a loop, then we recommend contacting us to open a Service Request.
Alert Triangle on Order
If you notice an alert triangle next to your order and your order has shipped, this may be because the package experienced a bump along the way in its tracking journey, or that a Service Request was open on that order. You can view what happened by tapping on the tracking number in the app.