In cross-border transactions, most sellers use logistics methods such as registered postal parcels and various dedicated E-mail packages. This type of logistics method does not have a promised delivery date, so sellers often receive questions such as “Where is my order” and “I haven’t received my order”.
Postal parcels generally have the following common statuses.
(1) No information about the package “Not found” (the package has not been posted online and the official website has not been updated).
(2) The package is in transit “Transit” (the package is still in transit).
(3) The package has arrived and is waiting to be picked up “Pick Up” (the package has arrived at the destination country).
(4) The package has been delivered successfully “Delivered” (the package has been delivered).
(5) The package may be abnormal “Alert” (there are problems such as return, damage, loss, etc.).
(6) The package has been in transit for too long “Expired” (there are problems such as time delay, the destination country cannot check the delivery, and the official website does not update the status).
After checking the order number, the seller can contact the buyer based on the status of the package.
The following are some practical and effective communication templates from the hot posts on the forum. I hope sellers can respond calmly when facing buyers who ask about logistics information.
例：Not found
Dear valued customer:
Hello! We appreciate the time you have taken to contact us about your order with tracking number RC867773406HK(示例单号) and I am happy to assist today.
As per tracking result powered by 17track,net, I’m very sorry to inform you that your item is still lack of tracking information right now, If you got a tracking result as "Not found", it’s telling you that your tracking information is unavailable, it doesn't mean that we haven't been mailed your item.
(Note: There may be a delay between scanning events and the availability of tracking information related to those scanning events, The tracking information may not appear online immediately. Normally it takes a few days after the item(s) have been sent for tracking details to be available from the shipping carrier.)
Therefore, please hold on for a few more days and try to check your order sometime later?
Thanks for your business again!
Have a nice day!
Best regards,store xxx(fill in your own store name here)