Tracking and Updates

Keeping buyers informed about their shipment status is one of the most important aspects of good customer service. CoinDuffle automates much of the tracking process, but understanding how it works helps you manage buyer expectations and resolve issues quickly.

Adding Tracking Numbers

Automatic Tracking (CoinDuffle Labels)

When you purchase a shipping label through CoinDuffle's integrated EasyPost system, the tracking number is automatically added to the order. No manual entry is needed.

The process:

1. Purchase a shipping label from the order page
2. The tracking number is assigned and linked to the order
3. The buyer receives a shipping notification email with the tracking number
4. Tracking updates flow into the order detail page automatically

Manual Tracking Entry

If you use your own shipping method (not a CoinDuffle label):

1. Open the order in Seller Dashboard → Orders
2. Click Add Tracking
3. Enter the tracking number
4. Select the carrier (USPS, UPS, FedEx, etc.)
5. Click Save
6. Click Mark as Shipped to update the order status

The buyer will receive a shipping notification with the tracking information you provided.

Automatic Status Updates

CoinDuffle monitors tracking data and automatically updates order statuses as packages move through the carrier network.

How It Works

1. After you ship an order, CoinDuffle polls the carrier's tracking API periodically
2. As the package progresses, status updates appear in the order timeline
3. Key milestones trigger automatic actions:
   • Shipped — Tracking shows the first scan at a carrier facility
   • In Transit — Package is moving through the network
   • Out for Delivery — Package is on the delivery vehicle
   • Delivered — Carrier confirms delivery

Update Frequency

• First 24 hours: Tracking is checked frequently for the initial acceptance scan
• In transit: Checked several times per day
• Near delivery: Checked more frequently for final delivery confirmation

Order Timeline

Each order has a timeline showing all events:

• Order placed
• Payment confirmed
• Shipping label purchased
• Package accepted by carrier
• In-transit scans
• Out for delivery
• Delivered
• Any exceptions or alerts

Both you and the buyer can view this timeline.

Buyer Notifications

CoinDuffle sends automatic email notifications to buyers at key milestones:

Notification Triggers

Tracking Link

Every shipping notification includes a direct link the buyer can use to track their package. This link works with the relevant carrier's tracking system (USPS, UPS, FedEx, etc.).

Monitoring Your Shipments

Active Shipments View

In your seller dashboard, you can view all orders currently in transit:

1. Go to Seller Dashboard → Orders
2. Filter by Shipped status
3. See tracking status and estimated delivery for each order

Delivery Exceptions

Pay attention to orders showing delivery exceptions:

• Held at Facility — The carrier attempted delivery but couldn't complete it. The buyer may need to pick up the package from the carrier's local facility.
• Address Issue — The address may be incomplete or incorrect. Contact the buyer.
• Weather Delay — Delivery delayed due to weather conditions. Usually resolves on its own.
• Returned to Sender — The package is being returned to you. Common reasons: incorrect address, unclaimed, refused delivery.

What to Do About Exceptions

1. Check the tracking details for specific information
2. Contact the buyer to inform them and coordinate a solution
3. Contact the carrier if the exception seems incorrect or persists
4. File a claim if the package is lost or damaged (see insurance section below)

Handling "Pre-Shipment" Status

After purchasing a label but before dropping off the package, tracking will show "Pre-Shipment" or "Label Created." This is normal and expected.

How Long Is Acceptable?

• Same day or next day — Drop off the package to get the first scan. Buyers can see the "Pre-Shipment" status and may get anxious if it persists.
• Over 24 hours — If tracking still shows Pre-Shipment more than 24 hours after you dropped off the package, the initial scan may have been missed. Usually, the next scan at a distribution center will appear within 1–2 days.

If Tracking Doesn't Update

If tracking shows no scans 3+ days after you dropped off the package:

1. Verify you dropped off the package at the correct carrier drop-off location
2. Check with the carrier's local facility to see if they can locate the package
3. If the package cannot be located, initiate an insurance claim
4. Communicate with the buyer about the situation

Signature Confirmation

For high-value orders, Signature Confirmation requires someone to sign for the package upon delivery. This option is available across supported carriers.

When to Use Signature Confirmation

• Orders over $250 — Insurance claims for packages over $250 typically require signature confirmation as proof of delivery
• All high-value orders — We recommend signature confirmation on any order you're uncomfortable leaving at a doorstep
• Buyer requests — Some buyers specifically request signature confirmation

Adding Signature Confirmation

Signature confirmation is an option when purchasing a shipping label through CoinDuffle. Select it during the label creation process.

Insurance Claims

If a package is lost, damaged, or stolen during transit:

When to File a Claim

• Package tracking shows "Delivered" but buyer says they didn't receive it — wait 24 hours (packages sometimes show delivered before actual delivery), then investigate
• Tracking shows no updates for 7+ days — The package may be lost in the carrier's network
• Buyer reports the item arrived damaged — Request photos of the damage

Filing a Claim

For labels purchased through CoinDuffle:

1. Go to the order in your dashboard
2. Click File Insurance Claim
3. Provide the required documentation (photos of damage, value declaration, etc.)
4. The claim is submitted through EasyPost to the carrier

Claim Resolution

Claim processing typically takes 5–30 days depending on the carrier. You'll be notified when the claim is resolved.

Best Practices

• Ship promptly — Drop off packages the same day or next business day after purchasing the label
• Verify tracking activates — Check that the first scan appears within 24 hours of drop-off
• Monitor exceptions proactively — Don't wait for the buyer to contact you about a problem
• Communicate delays — If tracking shows an unusual delay, message the buyer before they message you
• Keep proof — If you drop off packages at the counter (not a drop box), get a receipt as proof of mailing
• Document everything — Take photos of packed items and sealed packages, especially for high-value orders