On this page
Find any shipment in History, read its status and timeline, and know what No Movement, Stalled, Overdue and Exception mean and what to do about each.
Find a shipment
- Open the Operations menu and choose History. The line under the title says what you are looking at.
- Choose how wide to look: Mine (shipments you created), My Locations (shipped from your locations) or Organization. You are offered only the scopes your role covers.
- Type in the search box. It matches the recipient, city, tracking number, service, the person who shipped it and the contents.
- Narrow the list with the status tiles and the date range. The carrier and source filters are under More filters. Each filter in use shows as a chip.
- Open the shipment.
Read the shipment page
The page shows the tracking number, status, recipient, service, packages, contents and references. Status History is the full timeline, including carrier scans and every label print. It is open on a computer or tablet and starts folded on a phone. Choose the heading to fold or open it.
What the exception statuses mean
| Status | What it means | What to do |
|---|---|---|
| No Movement | A label was created, but the carrier never scanned the package. It is usually still at your location. It is flagged when 24 hours pass after the label was created with no carrier scan. | Hand the package to the driver. If it is not going, void the label. |
| Stalled | The package moved, then had no new scan for 3 days (unless your organization set another number). | Check Status History for the last scan. Contact the carrier if it does not move again. |
| Overdue | The package has not been delivered within the usual time for its service, counted from when the label was created (7 days for ground, unless your organization set another number). | Check the last scan. Guaranteed services may qualify for a refund. See Shipping charges and refunds for late deliveries. |
| Exception | The carrier reported a problem that is not one of the above, such as an address problem or damage. | Read the carrier's scan in Status History and act on it, or contact the carrier. |
These statuses clear by themselves when the package moves again. A package that arrived late keeps a small flag afterwards, so the record says it was delivered late.
Where exceptions show up
- The Needs Attention panel on the Dashboard lists packages that need attention. Every count opens the list it counts.
- Receiving, under Operations, lists flagged packages as cards, each saying why it is there. Use Scan or search for a package to find one: a barcode scanner works in that box with no setup.
Close an exception
- On the shipment page, type what happened in the box, then choose Resolve alert. The note stays on the record. If the package still does not move, it is flagged again.
- In Receiving, choose Mark resolved on the card, say what happened, and confirm. Open shipment shows the full shipment first.
Need help with a delivery? Send a request with the topic Tracking and delivery and the tracking number. See Get help from Mercury support.
Still stuck?
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