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  • Quick start guide: How does shipment tracking work?

    When a package has shipped, you and your customers can track its status.

    Customers can track their packages by using the tracking ID from their tracking email notification.

    From the order tracking page, customers can see:

    • Item status (Ordered, Shipped, Out for Delivery, Delivered)
    • Progress tracker showing the package’s stage in the delivery process
    • Pop-up with detailed tracking view


    To check a shipment status:

    Step 1Open the merchant console.

    Step 2Choose Orders.

    Step 3Search for the order you want to look up, then select the order ID to view the order details, including tracking information. 

Shipment tracking FAQ

Get answers to common questions about tracking packages.
  • If your order has shipped, the tracking information appears on the order detail page. Note: The shipping label and tracking ID aren't created until an order has shipped. If you don’t see the tracking information appear after the order has shipped, contact merchant support.

  • Customers can’t change the delivery address after a package has shipped.

  • A package might be returned as undeliverable for several reasons:

    • The address is incorrect or outdated. Usually, the carrier stores the package for a period of time, then returns it. Customers should confirm that the shipping address is accurate.
    • The Buy with Prime ordering system doesn't recognize the way that the customer entered the address, or the package was assigned to a carrier that can't deliver to that address.
    • The customer used a restricted address. If you send the order to a prison, correctional facility, or other similar institution, the products or the carrier responsible for delivery might be subject to specific restrictions.
    • The carrier attempted delivery, but was unsuccessful. Most carriers make more than one attempt to deliver a package. If the carrier can't successfully deliver the package, they return it.
    • The recipient refused the delivery. A recipient who isn't expecting a package might refuse a package if they believe that it's being delivered to them by mistake.
    • The package was damaged in transit. If a package is damaged while it's on its way, the carrier might return it without attempting delivery.

    Note: A Buy with Prime package that a carrier returns as undeliverable cannot be re-shipped. A refund is issued in these cases. If your customer still wants to purchase the item, they need to place a new order on your site.


  • There might be a delay in processing the events from the carrier. If you have more questions on the status of a package, you can contact the carrier directly.

  • Carrier

    Contact Information


    Phone: 1-800-742-5877

    US Postal Service

    Phone: 1-800-222-1811


    Visit Amazon Logistics


    Phone: 1-800-463-3339

    DHL Express

    Phone: 1-800-225-5345

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