At Shipcalm, we understand that seeing your order stuck in "Pre-Transit" can be concerning. This article outlines how we handle these situations to ensure a smooth resolution for you.
What does "Pre-Transit" mean?
"Pre-Transit" typically indicates that a shipping label has been created, but the carrier (e.g., USPS, FedEx, UPS) has not yet physically received the package into their system or there are cases that it was physically Pick up at ShipCalm facility however was not scanned yet.
How Shipcalm Investigates Pre-Transit Claims:
When you report an order stuck in "Pre-Transit," our team immediately takes the following steps:
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Tracking Number Verification: We first check the tracking number associated with your order to see its current status.
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If the tracking now shows movement:
If our investigation reveals that the tracking information has updated and your package is now in transit or has been delivered, we will update the status of your claim to Resolved No Error. We will also add a comment indicating "Tracking Shows Movement" for your reference.
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If the tracking still shows "Pre-Transit":
We proceed with further investigation based on when the order was shipped.
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Recent Shipments (Shipped Yesterday): If your order was shipped just yesterday, we proactively reach out to the shipping facility to inquire about any potential pickup issues that may have occurred.
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If there were pickup issues:
We will promptly notify you that your order is expected to ship today. We will also set a reminder to follow up and ensure it has shipped the next day, at which point the status will be updated to Acknowledged.
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If there were no pickup issues:
We will set a reminder to check the tracking again the following day to monitor for movement.
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Older Shipments (Shipped 2 or More Days Ago): For orders that have remained in "Pre-Transit" for two or more days, we continue to monitor the tracking daily.
- We will incrementally extend our internal investigation however it may vary on the carrier selected.
- If the package remains in "Pre-Transit" after certain period of time depending on the carrier policies.:
At this point, it's likely that the package may be lost. We will reach out to you with a recommendation to place a new order. Additionally, we file a claim on your behalf as ShipCalm is the shipper of the order. The status of your ShipCalm claim will be updated to Acknowledged.
What You Can Expect From Us:
- Timely Updates: We will keep you informed of our investigation progress when necessary.
- Proactive Communication: If we identify any issues or require further action from your end, we will reach out to you directly.
- Clear Resolution: We aim to resolve Pre-Transit claims efficiently and provide you with a clear understanding of the outcome.
What You Can Do:
While we handle the investigation on our end, you can also help by:
- Double-checking the shipping address provided during checkout to ensure its accuracy.
- Monitoring your tracking information periodically for any updates.
We appreciate your patience as we work to resolve any Pre-Transit issues. Our goal is to ensure your orders are delivered smoothly and efficiently. If you have any further questions, please don't hesitate to contact our support team.