CIRRO helps you check abnormal order tracking info. This article covers common questions about tracking and claim services. For shipping services like interception or expedited delivery, please consult your account manager with any questions.

We also support direct carrier claim filing on the system for verified abnormal tracking issues (e.g., confirmed lost orders can be claimed in the Carrier Claim section), with real-time monitoring and updates ensuring quality service.

 

  1. Topic Areas：

1.1 Shipping methods Tracking Support:

– Do all shipping methods support Tracking Inquiry? What types of order tracking are supported?

Not all shipping methods support order tracking. For specific information, please consult your account manager with any questions.

– Do all shipping methods support Carrier’s Claim? What types of order claims are supported?

Not all shipping methods support Carrier’s Claim. For specific information, please consult your account manager with any questions.

1.1.1 Time limit：

–  What are the time limits for each tracking status?

If the status is “Delivery Not Received”, generally, clients are required to apply for order tracking within 14 to 90 days；

If clients want to apply for order tracking inquiries for these situations like “Intercept, Redirect, POD, Return Reason, Delivered address, Tracking Anomaly, etc.”, generally, clients also need to apply for Tracking Inquiry within 14 to 90 days；

If the tracking information has ceased to be updated for several working days and clients need to prompt the carrier to deliver the order, usually they can apply for it 2 to 5 working days after the update ceases；

Regarding the response time of the carrier, generally it takes 2 to 35 working days after the investigation is launched. Please note that the time given above is for reference only, and the latest standards provided by the carrier shall prevail；

Moreover, different shipping methods have different standards. Please consult your account manager with any questions.

– What are the time limits for each claim status?

Cirro takes common shipping methods as examples, and different ones that support claims have different standards. For specific details, please refer to documentation. Or if you have any questions, you can consult your account manager.

For the UPS Ground shipping method in the US, it supports :

– Missing before delivery (Missing before delivery refers to the situation where there is an AScan,  but the tracking of the package has not been updated in transit for a certain period of time)；

– Delivered but not received (The tracking shows that the package has been delivered successfully but not been received and you are suggested to apply for a claim investigation to local UPS in the meantime)；

– Damaged in-transit (The package has been damaged in transit)；

– Received but damaged (You have received the package but it’s damaged)；

– The application time should be within 50 natural days after dispatch (subject to the latest form). Cirro will introduce the required materials and requirements for claims；

– Generally speaking, the carrier will reply within 2 months (subject to the latest form), as well as the claim amount and corresponding currency.

1.1.2 AScan：

– What’s the Meaning of “AScan” in order?

When it is a order term, it generally refers to the first scan in the last leg of order, that is, the record of the successful pick-up scan of the items, which is called “Acceptance Scan” in English and abbreviated as “A-scan”.

The collection of assessment data on the timeliness of scanning by e-commerce platforms such as eBay is based on the time of this scan. Only the information from the first scan after pick-up is regarded as shipping information.

Generally, orders will not be scanned and consequently will not have tracking records until they arrive at the carrier’s processing centers. Moreover, it also takes some time for the scanning updates to occur.

– If you find that there is no Ascan shown for your package, what should you do?

First step, you can submit a Tracking Inquiry about this order to CIRRO. Then, if there is still no data of Ascan and the conditions for applying for a claim are met, you can contact the account manager to submit a claim  application.

1.2 Types of package tracking inquiries and carrier’s claims：

– What are the common types of tracking inquiries?

The common types of tracking inquiries include: “Delivered but not received”, “Tracking Discontinued”, “No AScan”, “Pickup Address Check”, “Carrier contact number”, “Intercept”, “Redirect”, “POD (Proof of Delivery) Request”, “Return Reason” “Urge delivery”, “Delivered Address Check”, “Tracking Anomaly” and “Message”.

– What are the common types of carrier’s claims?

The common types of claims include: “Missing before delivery”, “Delivered but not received”, “Damaged in transit”, “Received but Damaged”, “Received but missing item”, “Delayed receipt” and “Received but partially Damaged”.

– Why are some tracking inquiry types available for this shipping method while others are not?

This is because each shipping method supports different types of tracking inquiries. If the option for a certain type is not visible, it means that the shipping method doesn’t support that inquiry type.

  1. Other Common Questions：

– What is the relationship between order tracking inquiries and claims? When should you request tracking inquiries for an order and when should you file a claim?

With regard to the definition of the relationship between order tracking and claims, generally speaking, it can be determined by whether the carrier is capable of providing explicit information to verify that a claim is justifiable subsequent to your application for order tracking inquiries. Naturally, the precondition is that order tracking is supported and the relevant operations are within the valid time limit. If your order contains multiple packages, please apply according to the actual situation of the packages.

For example, you claim that your order has been lost and this order can be tracked and it is within the valid time limit. After you submit the Tracking Inquiry, the carrier confirms that the order has indeed been lost and a claim can be filed. We will feed this result back to you, and at this time, you can start to apply for a claim.

– If an order is picked up from a fulfillment center on Friday, will the tracking scan be updated over the weekend?

It is possible that the tracking scan will not be updated until the following Monday.

– What if the tracking does not update?

There may be a delay on the carrier’s side. You can initiate an inquiry using the “Tracking Inquiry” of CIRRO when the order meets the requirements.

– After you submit the inquiry or the claim, how can you be informed of any new messages?

Common ways to get information are as follows:

  1. Subscribe to CIRRO email notifications so that you will receive emails related to your inquiries and claims when there are new messages.
  2. Check the notifications on the CIRRO homepage dashboard, which will display updated information about your inquiries and claims in a timely manner.
  3. Consult your account manager if you have any questions or need further clarification regarding the new messages you receive or the progress of your inquiries and claims.
  4. Check the tracking inquiry and claim page for details.

– How can the orders of the Consolidated shipping method be tracked?

You need to check which shipping methods are included in the Consolidated shipping methods you use. Submit the application according to the actual carrier.  For specific information, please consult your account manager with any questions.