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Logistics & Shipping: How to Solve Common Issues

12/29/2024

Hi, Seller!
Smooth logistics are essential to keep buyers satisfied and prevent order cancellations. But sometimes, issues like courier delays, inaccurate status updates, or system mismatches can occur. This guide explains the most common logistics problems, how to check them in Seller Center, and the right steps to resolve them.
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Common Logistics Issues

Here are the most frequent problems sellers face with courier pickups, pinpoint settings, and shipment updates.
Issue
What Happens
Risk
Fix
Courier Pickup DelayCourier takes longer than expected to pick upLate dispatch, SLA breachContact logistics provider via ticket; request expedited pickup
Pickup Pinpoint ErrorInstant delivery pin is wrong or can't be editedWrong pickup, delayed orderUpdate address in Seller Center; confirm with logistics partner
Status Update DelayOrder still shows “Pending” after pickupAuto-cancellation if not updatedCheck in Manage Orders; if stuck >24h, raise a logistics ticket
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Shipment Status Updates

Every order has a shipping status that shows where the parcel is in the delivery process. Understanding these updates helps you avoid SLA breaches.
Status
What It Means
Example
Picked upCourier has collected the parcel from your storeBuyer order picked up on Jan 1
In transitPackage is on the way to the buyerStill moving between hubs
Out for deliveryCourier is delivering the order to buyer’s addressETA today
DeliveredBuyer has received the parcelStatus shows “Delivered” in Seller Center
Failed deliveryCourier attempted but failed to deliverBuyer unavailable, wrong address, or other issue
📌 Tips: If a status doesn’t update for more than 24 hours, raise a ticket on Seller Center
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How to Check Shipping & Tracking

You can always check order logistics status directly in Seller Center.
  1. Go to Seller Center > Manage Orders
  2. Click on Shipped tab
  3. Select the order > Click “View Logistics”
  4. You’ll see real-time updates from the courier
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Escalating & Contacting Logistics Providers

You should contact logistics providers if:
  • The package hasn’t been picked up or status hasn’t been updated
  • The buyer didn’t receive the order, but it’s marked as “Delivered”
  • There was a failed delivery, but the buyer was available
  • The pickup pin is incorrect or unclear
📌 This support is currently available for: J&T Express, GoTo Logistics GTL, NinjaVan Indonesia, and J&T Cargo
There are 4 ways to raise a logistics ticket via Seller Center: Read full guide here
  1. Help Center Chatbot
    1. Go to Help Center, search your issue, then click “Create Ticket Now”
    2. Provide your Order ID and a short description of the issue
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  1. Manage Orders Page
    1. Go to Manage Orders > Shipped
    2. Click “View Logistics”, then “Contact Carrier” to raise a ticket
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  1. Abnormal Status Alerts
    1. Click on the alert icon next to the order status
    2. Select “Contact Logistics Service” to proceed
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  1. Via Buyer Chat IM
    1. Open the chat with the buyer
    2. Go to Order Details, click “Contact Logistics”, and then “Send Ticket”
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Handling Failed Deliveries & Submitting an Appeal

Sometimes, orders may fail to be delivered even when the buyer is available. Don’t worry — you can manage and resolve these issues directly in Seller Center. Read full guide here
What You Can Do
How to Do It
Details
View failed delivery ordersGo to Manage Orders > Failed Delivery tabimage
See delivery details & reasonsClick on the specific order to check the failure reason (e.g., buyer unavailable)image
Contact logistics providerClick “View Logistics” or “Contact Logistics Provider”image
File an appealClick More Action > File an Appeal → Select reason → Upload evidence → Submitimage
Track appeal statusScroll to Appeal Tracking section in order details (e.g., Processing, Accepted, Rejected)image
📌 Appeals are useful when the issue is caused by courier error — such as incorrect failed delivery report or buyer being available at the time of delivery.image

Tips & How to Avoid Common Mistakes

Mistake to Avoid
Tips to Prevent It
Waiting too long before taking actionAlways check shipment status daily; raise a ticket if no update in 24 hours
Not updating warehouse hours during holidaysSet accurate working hours & national holidays in Shipping Settings
Forgetting to check failed delivery tabRegularly monitor the Failed Delivery tab to catch issues early
Filing an appeal without proper evidenceInclude clear proof (chat screenshot, delivery photo, etc.) when submitting appeal
Ignoring alert icons on order pagesClick on red alerts and resolve issues proactively to avoid late dispatch or disputes
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🚀 Let’s Keep Your Orders Moving Smoothly!

Logistics may not always be perfect, but with the right tools in Seller Center, you can solve most issues quickly and avoid penalties. Stay proactive, monitor your orders daily, and use tickets or appeals when needed.
If you're still unsure, explore more guides in the Seller Center Help Center or reach out through the Help Chatbot anytime.
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