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Occasionally, Malomo is unable to track a package. This can happen if the package was shipped with a carrier that Malomo does not currently support, if the tracking code supplied is invalid with the carrier, or if required account credentials are not shared with Malomo.

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The error code will be displayed on the order details page for the associated order, as well as on the Carrier Triage card within the Active Orders Report. While we recommend reviewing the Active Orders Report regularly to view carrier tracking errors but , you may also filter the Orders list by status to find a list of all orders associated to a particular error status.

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  1. Navigate to the top of the Active Orders Report.

  2. Click on the Status filter.

  3. Check the bad_tracking_code_error status.

  4. Scroll down to the Shipments in Transit list. To export this list, click on the three dots on the top right of the Shipments in Transit card.

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Many carriers now require third party tracking systems to register a shipper’s account credentials, in order to access to tracking information. To fix a carrier_missing_authentication_error, you'll need to obtain the necessary credentials and share that with us. Since the credentials needed vary for each carrier, please email us at help@gomalomo.com or reach out to our team to confirm which credentials are needed for your carrier. To see which of our supported carriers require credentials, please look for the lock icon 🔒 in our Supported Carriers list.

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