There are two parts of carrier support. The first is tracking upload and the customer experience. The second is our tools for monitoring shipments.
For the first, our system will upload a tracking number and determine the carrier automatically based on the tracking number pattern. This then assigns a customer visible URL that they can click on to view the shipment status. If the carrier isn't implemented in our system, the customer experience will be poor as it will default to an unknown carrier and a generic search link on Google in an attempt to match it to something.
For us to implement a new carrier for tracking upload (#1) we need:
- Tracking Number Pattern: for Sendle, this was an S followed by 5-9 characters that could be a letter or number. For GoFo, this is GFUS followed by 14 numbers. Note that some carriers may have more than one format which is fine.
- A URL for customers to view tracking status. Here is an example for OnTrac: https://www.ontrac.com/tracking/?number= and we will add the tracking number to the end and then send this to the customer.
The second part of the system tracks the order through delivery and ensures that the package shipped and is making progress. Anything that does not get updated by this system is flagged as not shipped and will result in customer service issues and credits. We have API integrations with all major carriers (DHL, FedEx, USPS, UPS, etc.) and many smaller ones.
For us to implement a new carrier into our package tracking system (#2), we need:
- API Documentation including an explanation of status codes
- API Key if required that is associated with RetailCloud rather than an individual vendor
This second part is usually quickest if you first determine that the carrier can support this and then introduce us to the carrier so we can work directly with them. Your account manager can typically facilitate this.
Implementation of #1 can be done quickly once the information is received (1-2 business days) while implementation of #2 typically takes closer to a week, but often depends on the API and quality of the documentation as well as availability of our team.
Note: there are some alternatives using third parties for #2, but we prefer to implement directly with the carrier where possible, but if you are unable to make headway on #2, please provide #1 and contact us to discuss options for tracking status integration.