A parcel that the courier has not touched for days is often lost, stuck at a hub or waiting for a claim. A parcel that is "attempted" three times in ten days is a customer who will not take it. Parcel watch finds both kinds for you, so you do not have to read every status yourself.
What it looks for
- No news. The courier has not sent any message about the parcel for 5 days (you can change this). After 3 more days the parcel reaches the second step, shown as No news · chase. Every message the courier sends starts the count again.
- A loop. The courier says the same status 3 times within 10 days (for example "attempted"), or the parcel goes backwards on its journey (from out for delivery back to at the hub). For PostEx the app knows all 13 of its states and their order.
- Only parcels the courier is still carrying are watched (Dispatched, In transit, Delayed delivery, and returns on their way back: Return claimed, Delayed return). Delivered, Return received and Lost parcels are left alone, and so are parcels dispatched more than 60 days ago (you can change this).
- A courier that sends no live updates (so silence is normal) is not watched unless you switch it on for that courier.
Each courier, and each service, has its own days
A fast service and a slow service need different patience. Open the courier's setup (Settings › Couriers › the courier) and the Watch & services tab: set the days for this courier, and give each service type (Fast, Normal...) its own days. A number left empty means "use the usual".
Where you see it
- The bell. N parcels need a look, with a View button that opens Orders already filtered. It is shown to the owners and to people with the permission Parcel watch: see; each person only sees the couriers they work with. An urgent alert (a parcel to chase, or a courier rule that flashes the screen) also shows a box over the page, once on each device until you close it.
- Orders. The Problems tab, and a Parcel watch filter under Filters (Needs a look, No news, No news - time to chase, Going round in circles, Courier rule notices, Snoozed). Each parcel shows a small chip: No news 6d, Loop, and its service type. Hover a chip to read why.
- An email, if you switch it on (Settings › Notifications): a reminder to the owners and/or to people who may see the watch, at most once in the time you choose.
What you can do with the parcels
Tick parcels on Orders and open (more actions) › Parcel watch:
| Button | What it does | Permission |
|---|---|---|
| Tag “No news” | Puts the tag No news on the orders, in the tracker. | Parcel watch: tag, mark, snooze |
| Mark delayed / Mark lost | Sets the status, with a note in the order's history. | same |
| Snooze… / Remove snooze | Hides the parcels from the watch for a few days (for example while the courier investigates). | same |
| Report to courier (claim) | Makes a claim for the parcels from the days without news, using the claim flow you already know. | Parcel watch: report them to the courier |
| Set service type… | Marks the parcels Fast, Normal... | Set the service type |
| Clear rule notices | Marks the courier rule notices of those parcels as read. | Parcel watch: see |
The second step
When a parcel is still silent after the extra days, the app does what you chose in Settings › Notifications › Parcels that have gone quiet › The second step: make a claim with the Claims autopilot if it is on for that courier (otherwise send an email to the owners), always send the email, or do nothing and leave it on the list.
Changing the numbers
Settings › Notifications has the card Parcels that have gone quiet: the days, the loop rule, who is told, how often to remind, and two buttons: Check parcels and Send reminder. People with the permission Parcel watch: change the days... can use it. The app looks again every few minutes by itself (and when you press the button).