Postal tracking of an order

To track your orders, you need to use our platform (the tracking on Shopify / WooCommerce / Etsy may not be up to date).

Go to your order list and click on the order you want to track.

Go to your TPOP fees / order list, then to the store of the order, then to "Order Details".

You will find the tracking number there once the order is shipped.

Finally, click on the tracking link.

Please keep in mind that tracking activation can take up to 48 hours (business days) after the order is shipped.

Attention, regarding tracking, it can sometimes be inaccurate: your packages may already be in the mailbox while the tracking indicates that the package has just been taken over.

A little tip: if you cannot track a destination order via the French Post site, we invite you to enter the received tracking number on the tracking site of the destination country's Post (Bpost for an order delivered in Belgium, Deutsche Post for an order delivered in Germany, etc.).

Please contact us only if your package has been shipped for more than 21 days.

If your order is indicated as shipped in your TPOP dashboard but your tracking number is not added to your store's order, it may be for 2 reasons:

• You have manually closed (processed) the order

• You have set up your shop to automatically process orders. We will not be able to update the order with tracking if it is not us (TPOP) who closed the order.

Package indicated "delivered" not received

The carrier's tracking indicates that the package has been delivered to the recipient, but your client claims not to have received it:

TPOP does not cover the shipping of a new package.

The carrier's tracking is the proof: if the package is marked "delivered" there is no possible recourse.

Often the package will have been left with a neighbor or the customer does not have a standardized mailbox: in this case, it is advisable for your customer to go to the nearest post office, with their tracking number and an ID to retrieve their order.

If the mailbox is not standardized or the package cannot be deposited there (because it contains too many products), it also happens that the mailman/delivery person leaves it at the post office.

If despite everything the customer tells you they were unable to retrieve their package, the decision is up to you.

You can inform your customer that once marked "delivered," you are no longer able to send them a new order, or you can decide to place a manual order at your expense.