HELP: My customer’s package isn’t moving!

General Information regarding the scanning of tracking numbers

The shipping services (USPS, FedEx, UPS, eHub) do not scan individual packages that are picked up from the Fetch Fulfillment warehouse. The first scan is typically when the truck offloads the packages at a regional facility for sorting. One of the most common concerns is that there does not seem to be any movement of a package.

Different types of “not moving”

• Label was printed, but it does not appear the package was picked up from the warehouse.

• Package is “in-transit”, but appears that it is not continuing in a normal cadence.

• Package movement has been halted - i.e., bad address, recipient moved.

Anticipating the movement of a package

• USPS - First scan occurs at the sorting facility. An updated scan may not take place again until the package has been delivered. If it is close to a week and you have not seen movement…contact Fetch and we will begin an investigation.

• FedEx - First scan occurs at the sorting facility. If more than two days go by from the time Fetch labeled the package to the time it is scanned by FedEx - contact Fetch so we can begin an investigation.

• UPS - UPS is similar to FedEx in how it operates. If no movement has occurred with the package within a reasonable amount of time contact Fetch so we can begin an investigation.

• eHub (DHL + USPS) - This is the trickiest relationship because it requires DHL to pick up the package and deliver it to a USPS facility. The USPS is responsible for last mile delivery. Most delays appear to take place during that handoff period. If your shipment is not moving and it went through this process please alert us so we may launch an investigation.