How to process Undelivered and Alert tracking number (updating recipient information)?

When the package delivery fails because the recipient cannot be found or the recipient address is wrong, the tracking number status will change to " Undelivered" and "Alert". Merchants often cannot perceive the orders abnormality in time. This feature allows consumers to update the recipient information on the tracking page when the order status is " Undelivered" and "Alert". merchants can to perceive and efficiently process abnormal orders, ensuring that consumers receive order more promptly and reducing customer complaints.

一、Turn on the “update recipient info"（Default is turn on）;

Enter Notifications => Customer notifications => Undelivered/ Alert=> Edit template => Update recipient information => Turn on





Note: If update recipient info is turn off, consumers cannot update the recipient information when entering the tracking page;

二、Consumer；

When consumers receive email notifications of " Undelivered" and "Alert"., or when consumers find abnormal order status in their purchase history, they can directly enter the merchant store brand tracking page to update the recipient information.

Email Verification:



when the tracking number sub-status is : Recipient not found
update phone number:



when the tracking number sub-status is : Incorrect address
update address:

三、Merchant

When consumers update the recipient information on the tracing page, merchants can receive reminders in the app：
shipments page To-do Alerts, view order records with updated information;



shipments page, More filters can filter orders with updated information by System tag ;



Order details information, can view customer update details;




Order details update history;



Note: 1, 2, 3 will disappear as the message has been viewed or the shipping order status returns to normal. The order details history can retain the update record;

Updated on: 13/03/2025