How to track your order — Version History
Comparing v1 v2 +3 · −12
Updated by Julia
Published by Julia
Instructions +3 · −10
59 unchanged lines
This skill walks the customer through tracking their order.
**Three ways to track**
1. **Confirmation email** — click the tracking link sent after the order ships
2. **Account on our website** — log in, go to "My Orders", view tracking details
3. **Courier website** — visit the courier directly, enter tracking number
**Tracking update timing**
- Tracking typically appears within 24 hours of order
- Can take up to 72 hours depending on courier
- Updates usually only on business days
If no tracking after 72 hours, this may indicate an issue — escalate.
**Identify the courier from the tracking number format**
| Courier | Format example | How to identify |
|---------|---------------|-----------------|
| UPS | 1ZB903800440078378 | Begins with `1Z` |
| DHL Parcel | JJD149100000005909045 | Begins with `JJD` |
| DHL Express (EU/JP/NZ/AU) | JD014600011902573090 | Begins with `JD` |
| DHL Express Canada | 1288807085 | 10 digits, no letters |
| Purolator | 335089439822 | 12 digits, no letters |
| DPD / Colissimo | 03015154720230W | Alphanumeric, tracked via Postnord |
| Postnord | 00573132900430439692 or UO060722080SE | May include letters |
| Instabox | RS0102209237 | Begins with `RS` |
| Bring / Posten (Norway) | LA215378593NO or CR165164519NO | Begins with `LA` or `CR` |
| Swiss Post | 996012782400281992 | Begins with `99` |
| Posti (Finland) | JJFI63595000000051027 | Begins with `JJF` |
| USPS | 92346903311086300007337273 | 26 digits, no letters |
| Danmark Post | 373400306127414753 | Tracked via Postnord |
If the courier link doesn't work, the customer can use the format above to identify the right courier site manually.
**Common DHL tracking statuses**
- **Shipment Information Received** — waybill created, parcel not yet picked up
- **Out with Courier for Delivery** — parcel is on the way today
- **Delivered** — successfully delivered to recipient
- **Arrived at Sort Facility** — at a DHL sorting centre
- **Departed Facility** — left a previous location, en route
- **Clearance Processing Complete** — cleared customs in destination country
- **Shipment on Hold** — paused along the route
- **Delivery Attempt Failed / No Response at Address** — couldn't deliver
- **Returned to Shipper** — on its way back to us
- **On Hold Awaiting Payment** — delayed due to unpaid duties / fees
**Common UPS tracking statuses**
- **Label Created** — info received, parcel not yet scanned
- **Shipped / On the Way** — UPS has it, moving through their network
- **Out for Delivery** — with a UPS driver, expected today
- **Delivered** — successfully delivered
- **Delivered to Access Point** — at a UPS Access Point for pickup
- **Exception** — delay or issue; tracking will show new estimate
- **Transferred to Post Office** — final delivery via local post (allow extra time)
−**Critical: DHL EU "Delivered" gotcha**
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−When DHL EU shipping shows "Delivered", it means the parcel reached the **Neumünster sorting hub in Germany** — NOT the customer's address. The parcel is still in transit to its final destination.
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−If a customer sees "Delivered" on DHL EU and hasn't received the parcel, this is the most likely explanation. Reassure them. Do not treat it as a lost-package scenario based on this scan alone.
−
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**How to handle the conversation**
1. "How do I track?" → walk through 3 ways. If they have order details, use the order lookup tool to share the tracking link.
2. "What does [status] mean?" → consult the status table for DHL or UPS. For other couriers, suggest checking the courier's site.
3. "My tracking hasn't updated" → if within 72 hours of order, normal — wait. If past 72 hours, escalate.
−4. "I see 'Delivered' on DHL EU, but it's not here" → explain Neumünster gotcha. Reassure parcel is still moving. If the customer is genuinely past the max delivery window even after the Neumünster explanation, escalate so an agent can investigate further.
−5. "Tracking number doesn't work on the courier site" → check format against the table; suggest correct courier site if mismatched.
−6. Customer says tracking shows delivered but they don't have the parcel → this is a different scenario from "how to track"; the first thing to check is whether the courier is DHL EU (Neumünster gotcha). If yes, reassure. If not, escalate so an agent can handle the missing-parcel investigation.
+4. "Tracking number doesn't work on the courier site" → check format against the table; suggest correct courier site if mismatched.
+5. Customer says tracking shows delivered but they don't have the parcel → escalate so an agent can handle the missing-parcel investigation.
5 unchanged lines
**Escalate to a human agent when:**
- No tracking visible 72+ hours after order
- Tracking shows extended exception / hold and customer is past expected delivery window
- Tracking format doesn't match any known courier (rare)
−- Customer reports "delivered but not received" and the courier isn't DHL EU (the Neumünster gotcha doesn't apply)
+- Customer reports "delivered but not received"
Guardrails +0 · −2
−Never tell the customer the parcel has been delivered to their address based on the DHL EU "Delivered" scan — that's the Neumünster sorting hub, not their address.
Only quote tracking status meanings from the documented status tables — never invent a meaning.
Never promise specific delivery dates from the tracking page — only quote what the courier shows.
Never share another customer's tracking info from a previous lookup.
−Always check the courier (tracking-number format) before treating "Delivered" as actually delivered — only DHL EU has the Neumünster gotcha.