Status and Definition

Status

Definition / Agent Action

Pending Post

The order has been placed and is still being processed for shipment. No tracking information may be available yet. If the customer is following up, verify the order details and current processing status.

Error

There is a technical issue with the shipment that needs to be addressed. If the customer is following up on an order and this status appears in BD, escalate to lead.

Held

The shipment has been placed on hold, either automatically or manually, until the issue causing the hold is resolved. This is usually related to the shipping address. The agent can resolve this by updating the address. If the shipment is on hold and there is no issue with the address, escalate to lead.

Shipped

The shipment is being sent out. At this point, a shipping label/tracking number should be generated within the hour if one has not already been generated. Generally, no agent action is necessary unless the shipment has remained in this status for more than 2 business days. If so, escalate to lead.

Delivered

The shipment has been successfully sent to and delivered to the customer. If the customer reports that they did not receive the package despite the Delivered status, follow the applicable delivery issue process.