Postal tracking of an order
To track your orders, you need to use our platform (Shopify / WooCommerce / Etsy tracking may not be up to date).
Go to your orders list, then click on the order you wish to track.
Click on "orders", then on the order store, then on "Order details".
Here you'll find the tracking number once the order has been shipped.
Finally, click on the tracking link.
💡 Please bear in mind that activating tracking can take up to 48 hours (in working days) after the order has been shipped.
Please note that tracking can sometimes be inaccurate:
your parcels may already be in the mailbox, whereas tracking indicates that the parcel has just been picked up.
A little tip: if you are unable to track an order at destination via the French post office's website, please enter the tracking number received on the post office's tracking website for the country of destination (Bpost for an order delivered in Belgium, Deutsche Post for an order delivered in Germany, etc.).
Please contact us only if your parcel was shipped more than 21 days ago.
If your order is shown as shipped in your TPOP dashboard but your tracking number is not added to your store order, this may be for 2 reasons:
You have closed (processed) the order manually
You have configured your shop to automatically process orders. We will not be able to update the order with tracking if we (TPOP) have not closed the order.
Package marked "delivered" not received
The carrier's tracking system indicates that the package has been delivered to the addressee, but your customer tells you that he has not received it:
TPOP does not cover the shipment of a new parcel.
If the package is marked "delivered", no recourse is possible.
In many cases, the parcel will have been dropped off at a neighbor's house, or the customer does not have a standard post office box. In this case, we recommend that your customer goes to the nearest post office with their tracking number and proof of identity to collect their order.
If the letterbox is not standardized, or if the parcel cannot be deposited there (because it contains too many products), the postman/deliveryman may also drop it off at the post office.
If, despite everything, the customer tells you that he has not been able to collect his parcel, the decision is yours to make.
You can tell your customer that once the order has been "delivered", you are no longer able to send them a new order, or you can decide to place a new manual order at your own expense.
Go to your orders list, then click on the order you wish to track.
Click on "orders", then on the order store, then on "Order details".
Here you'll find the tracking number once the order has been shipped.
Finally, click on the tracking link.
💡 Please bear in mind that activating tracking can take up to 48 hours (in working days) after the order has been shipped.
Please note that tracking can sometimes be inaccurate:
your parcels may already be in the mailbox, whereas tracking indicates that the parcel has just been picked up.
A little tip: if you are unable to track an order at destination via the French post office's website, please enter the tracking number received on the post office's tracking website for the country of destination (Bpost for an order delivered in Belgium, Deutsche Post for an order delivered in Germany, etc.).
Please contact us only if your parcel was shipped more than 21 days ago.
If your order is shown as shipped in your TPOP dashboard but your tracking number is not added to your store order, this may be for 2 reasons:
You have closed (processed) the order manually
You have configured your shop to automatically process orders. We will not be able to update the order with tracking if we (TPOP) have not closed the order.
Package marked "delivered" not received
The carrier's tracking system indicates that the package has been delivered to the addressee, but your customer tells you that he has not received it:
TPOP does not cover the shipment of a new parcel.
If the package is marked "delivered", no recourse is possible.
In many cases, the parcel will have been dropped off at a neighbor's house, or the customer does not have a standard post office box. In this case, we recommend that your customer goes to the nearest post office with their tracking number and proof of identity to collect their order.
If the letterbox is not standardized, or if the parcel cannot be deposited there (because it contains too many products), the postman/deliveryman may also drop it off at the post office.
If, despite everything, the customer tells you that he has not been able to collect his parcel, the decision is yours to make.
You can tell your customer that once the order has been "delivered", you are no longer able to send them a new order, or you can decide to place a new manual order at your own expense.
Updated on: 12/09/2024
Thank you!