Click & Collect and Untracked events

What is the purpose of the "Untracked events" feature?

This feature, also known as "store process", is used to send notifications for packages that have no tracking option, or with a trigger from a source other than the carrier.

The aim of this feature is to send follow-up notifications to customers by simulating a classic follow-up experience.

Whether in the case of untracked events or Click & Collect, these notifications are designed to reassure your customers and lower the contact rate to your customer service team on questions such as "Where is my package?" or "When can I pick up my package in store?".

In the case of an untracked package, you can have:

Shipment confirmation notification
One or two transit notifications
Package delivered notification

In the case of Click & Collect:

Notification of packages made available in store
Notification of package having been picked up in store

Untracked events

With an API/FTP integration

Trackers must be created with the "store_process" carrier code.

The nomenclature of the tracking number is flexible. You can:

use a random number ("pikachu_forever" would work just as well as "000001")
reuse the tracking number and/or add a prefix (for example: NO_TRACKING_12345)

With an e-commerce app (Prestashop, Magento, Shopify, etc.)

You'll need to use the carrier matching feature here (Integrations > 3 dots on your app > Match carrier services) to correctly identify untracked packages.

How do I do this?

Locate the carrier name imported from your e-commerce platform.
Drag and drop it next to the "Store Process" carrier.

The nomenclature of the tracking number entered in your application is flexible.

You can:

use any number you like (letters, numbers, or both)
reuse the tracking number and/or add a prefix (for example, "NO_TRACKING" or "NO_TRACKING_12345")