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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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We realize that many merchants are unable to obtain carrier credentials, since their 3PL or shipper owns the account. Malomo is working quickly on expanding our carrier support with the launch of For this, Malomo has launched our Extended Carrier Network in June 2024. With this launch, credentials will no longer be needed for the , which allows us to track a majority of carriers without credentials. To learn more, see here.

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How to Fix Unsupported Carrier Errors

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Some tracking codes can be tracked with a supported carrier as well. For example, many carriers use a different carrier for first or final mile delivery and those tracking codes can also be tracked with the second carrier. To investigate if Malomo can track an unsupported carrier tracking code with one of our supported carriers, please email us at help@gomalomo.com or reach out to our team to inquire.

Info

Malomo is working quickly on expanding our supported carriers list with the launch of We realize that many merchants are unable to obtain carrier credentials, since their 3PL or shipper owns the account. For this, Malomo has launched our Extended Carrier Network in June 2024, which allows us to track a majority of carriers without credentials. To learn more, see here.

Add an Unsupported Carrier Flow to Klaviyo

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  1. In your Klaviyo Flow list, navigate to your Malomo powered Shipping Confirmation flow, which is triggered either by our Malomo: ShipmentCreated or Malomo: ShipmentUpdatedReceived metric.

  2. Click on the three dots in the right side navigation, and click Clone.

  3. Click Clone to this account and update the name of the new flow to indicate it is for unsupported carriers. Click Continue when done.

  4. Change the clone trigger to Malomo: ShipmentCreatedError. Click Clone Flow.

  5. Once the new flow shows up in your Flow list, click into the flow and hit Edit.

  6. Click Edit Email to enter into the Klaviyo email editor. Navigate to the “Track My Order” button and replace the URL with:

  7. Due to different variable formats, you’ll need to edit the variables in a few different areas: 

    1. If your email uses any of the variables listed in the table column on the left, please update the variable to the format in the right column. 

Original Variable

New Variable for ShipmentCreatedError Metric

{{ event.carrier_name }}

{{ event.shipment.carrier

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_name }}

{{ event.delivered_at }}

{{ event.shipment.delivered_at }}

{{ event.estimated_delivery_date }}

{{ event.shipment.estimated_delivery_date }}

{{ event.status }}

{{ event.shipment.status }}

{{ event.tracking_code }}

{{ event.shipment.tracking_code }}

b. In the fulfilled items product block (“Items in this package”), navigate to Display and the Content Repeat section. Click Edit Repeat Rules. Copy the code below and paste it into the Repeat For section. Hit Save Changes.

Code Block
event.extra.order.meta.shopify_order.fulfillments|lookup:event.shipment.tracking_code|lookup:'fulfillment_line_items'

c. Navigate to the “Track My Order” button and replace the URL with the variable below. Repeat this step wherever you originally linked to the Malomo tracking page.

Code Block
{{ event.shipment.carrier_url }}

  1. Click Save.

If you run into any issues with the above steps or are unable to get your new email to render properly, please email us at help@gomalomo.com or reach out to our team. We’ll be happy to assist with adding the unsupported carrier flow to your account.

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Extended Carrier Network

In June 2024, Malomo will be significantly expanding expanded our supported carrier list with the launch of our Extended Carrier Network. Along with adding many new carriers, including small regional and international carriers, our Extended Carrier Network will also remove removes the need for credentials.

Shipments tracked with a carrier in our Extended Carrier Network will be billed at flat rate per shipment and this will be an add-on to your current monthly service fee. Merchants will be required to opt-in to the Extended Carrier Network. To express interest in our opt-in to the Extended Carrier Network and stay up to date on the launch, please fill out the form below:

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complete this form.