The watchlist defines different types of tickets, that can be understood as an incident during delivery.
While a package is on its way, parcelLab identifies the need for action through tickets:
We couldn't find this tracking number in the carrier's database and thus we are not able to track this shipment.
The shipment was not dispatched in time, we measure it by "on the way", the key indicator is drawn either shipment-related via the field "send_date" or generalised via a construction like "Created on" + x hours.
A shipment was created and registered at the carrier (EDI transmission successful), but there was no inbound scan within the usual period of time, which means that the parcels did not arrive at the carrier. This may be because it was forgotten and not loaded, the bridge has stopped somewhere, or the label was damaged during the first transport.
The carrier attempted delivery but was unsuccessful. The next action will be listed if explicitly stated by the carrier.
We have detected a delay in the delivery process. This can originate from an explicit announcement from the carrier (see below) because a parcel did not take the required route to its destination, or because there was too long between scans. In this case, we know that the recipient will receive their package a day later and recommend an automatically generated notification.
An exception is a delay that has escalated. The reason for the delay could not be resolved on the next working day. These cases can hardly be handled automatically and thus we pass it on to the customer service.
Lead time exceeded
A retroactive consideration once a package has been delivered. It compares "Runtime Carrier" with the configured SLA, which can be defined by destination country and carrier. (see below the default times)
A shipment is confirmed to have not been delivered, the return has already been detected. This also recognizes shipments without an explicit return status report.
Tickets are automatically marked as resolved when certain criteria are met. Those are:
Condition for automatic resolve
Those tickets for the first mile are automatically resolved once a proper inbound scan by the carrier has been detected, i.e. the package has been sent.
These three in-flight carrier issues are automatically resolved once the delivery has been handed over to the recipient either through delivery or preparation for collection in a parcel shop or parcel locker, or if the delivery failed and is returned to the sender.
All tickets are automatically resolved if they are older than 96 hours, i.e. 4 days
The delivery has been recalled by the sender
Not collected in time from a parcel locker or parcel shop
Customer refused acceptance of the package
Customer was unable/ unwilling to pay COD
Customs processing was unsuccessful
The address cannot be resolved or found
The delivery has been damaged beyond repacking
Delivery failed due to force majeure
All available delivery attempts failed because the recipient could not be met
No reason could be identified
The system sets a default value to the SLA when shipping from Germany. Lead times are calculated respecting the couriers working days and bank holidays. These default values are given below:
Lead time (working days)
These values can be overwritten for each account. SLAs can be defined on country- and courier-level. That means you can specify a SLA e.g. like this:
Deliveries to United Kingdom: 2 days with DHL Express, and 3 days with DPD
Deliveries to Poland: 3 days with DHL