Tracking shipments

You can track a shipment, view the expected delivery date, tracking number, and so on, by using the shipment tracking information.

1. Log on to Sterling™ Call Center. The Home page opens.
2. Go to the Order Summary screen in one of the following ways:
   • In the Order panel, enter the appropriate details, and click Find Order.
   • In the Related Tasks panel, click Order Search. The Order Search screen opens. Enter the appropriate details and click Search.

   If the search results in a single order, the Order Summary screen opens. If the search results in multiple orders, a list of orders is displayed. Select the order that you want to view.

3. In the Related Tasks panel, under Frequently Asked Questions, click Where is my shipment?. The Shipment Tracking screen opens. You can do the same step to track shipment for an order line from the Order Line Summary screen.

   The Shipment Tracking screen displays the order lines of the order.

4. Click an order line to view the shipment-related details.

   Based on the fulfillment method and the status of each unit of the product in the selected order line, appropriate details are displayed. These details are logically categorized as information, status, and exception elements.

   You can view the status details of an order line in the following panels. Each panel comprises main and additional information sections. The main section is displayed by default and the additional information section remains collapsed.

   • To view more details, click Show Additional Information.
   • To hide additional details, click Hide Additional Information.

   • Processing (Shipment): If the order line contains products that are yet to be shipped, the expected date of shipment and the applicable quantity are displayed. In the additional information section, you can view the status of the order line and the shipping address.
   • Shipped: If the order line contains products that are shipped, the shipment date, quantity, arrival date, carrier service, and tracking number are displayed. In the additional information section, you can view the status of the order line and the shipping address. You can also view the shipment lines or container lines, reship a shipment or a container. If the order line is shipped in a container, the container lines panel and the container number are displayed instead of shipment lines and shipment number. If the shipment or container contains products that belong to multiple orders, for each product, the relevant order number is displayed as a link. You can click the link to see the order summary.
   • Backordered: If the order line contains backordered products, you can view the backordered quantity, the backordered date, and the ship node where the quantity is backordered.
   • Processing (Pickup): If the order line contains products that are yet to be shipped to the store, the date when the product is available for pickup is displayed. You can also view the pickup location and the applicable quantity. In the additional information section, you can view the store address and the status of the order line.
   • Ready for Pickup: If the order line contains products that are ready for pickup at a store, the date when the customer can pick up the product is displayed. You can also view the pickup location and the applicable quantity. In the additional information section, you can view the store address and the status of the order line.
   • Picked up: If the order line contains products that are already picked up by the customer, the date when the customer picked up the product is displayed. You can also view the pickup location and the applicable quantity. In the additional information section, you can view the store address and the status of the order line.

   You can view the exceptions applicable to an order line in the following panels:

   • Returned: If the order line contains returned products, the return order number, creation date, return reason, and returned quantity are displayed.
   • Delayed: If there is a delay in the shipment of the products in the order line, the promised date and the delay date are displayed. You can also view the alerts that are raised for the delay.
   • Stop Delivery Requested: If the order line contains products that are stopped from delivery, the date when the request was placed and the successfully stopped quantity are displayed. You can also view the quantity that the customer requested to stop from delivery.

     For example, after the products are shipped to a customer, the customer might request to cancel the order. In such cases, the shipment is canceled and the status changes to Stop Delivery Requested. Consider the order line contain 10 units, 2 of which are requested to be stopped. If the stop delivery request is successful, then the successfully stopped quantity is 2.

   • Order Line Hold: If the order line is placed on hold, the date when the hold was last applied is displayed. You can view all holds that are applicable to the order line.
   • Line has been Reshipped: If the current line is reshipped, the date when the reship line was created and the quantity that was reshipped are displayed.

     For example, an order line #1 comprising a TV is shipped but it does not arrive at the customer's location because of mishandling. Therefore, it is reshipped. This action creates an order line #2, which is the 'Reship Line' for the earlier order line. When the user selects the order line #1, the 'Reshipped' panel is displayed.

   You can view the additional characteristics of an order line in the following panels:

   • Reship Line: If the order line is a reship line, an appropriate message is displayed.
   • Bundle Parent: If the order line is a bundle parent, a message that indicates the status of the components is displayed. For example, "There are components of this bundle that are not shipped yet. Refer to the components for tracking details"