Tracking is a sequence of recorded events, not a live GPS location. Knowing which milestone actually happened lets you answer buyers accurately. Keep the AWB, last scan time and estimated window together. Investigate delays with evidence rather than treating every gap between scans as a lost parcel.
01Where can I find my AWB number?
Look at the shipping label or the tracking message sent by the seller. Sellers can find it in shipment details after booking. Copy the full number without spaces into the Track page. If you only have a shop order ID, ask the seller for the courier AWB rather than guessing a tracking number.
02Does “label created” mean the courier has my parcel?
No. It means shipment details were generated; the parcel may still be with the seller. Look for a pickup or first acceptance scan and retain handover proof. If you are the buyer, ask the seller whether collection has happened before interpreting this status as a transit delay.
03Why is my AWB not found?
Check every character and confirm that you have an AWB rather than an order ID. Newly created bookings may take time to appear in tracking. Ask the seller to confirm the courier and collection status. If a confirmed AWB remains unavailable, share it with support; an empty result alone does not prove a parcel is lost.
04Why has tracking stopped updating?
Scans are recorded at milestones, so a parcel can be moving between hubs without a new event. Compare the last scan with the estimated delivery window. If that window is missed or a parcel stays at one location unusually long, contact support with the AWB and last scan time; avoid creating a replacement before checking.
05What should a buyer do when the parcel is out for delivery?
Keep the registered phone reachable and have the exact COD amount or supported payment method ready if applicable. Share directions through the verified delivery contact. Provide a delivery OTP only when the parcel is physically being delivered; never confuse it with a bank or login OTP.
06Tracking says delivered, but I did not receive it. What next?
Check whether a family member, reception or authorized recipient accepted the parcel, without assuming they did. Report the issue promptly to the seller and support with AWB, scan time and your confirmation that it is missing. Ask for proof-of-delivery review. Do not share a fresh OTP with someone claiming it will reverse a delivered scan.
Before your next shipment
- Use the full AWB, not the store order ID.
- Read the last event and expected window.
- Escalate with facts and the scan time.
Examples are for planning. Your selected courier, booking quote and applicable policy determine the actual service and charges.