Tracking is not updating
Where tracking numbers come from, when they update on their own, and what to do when one goes quiet.
- Who can do this
- Owner, Admin, Staff
- Plan availability
- Compare current packages
- Last checked
- September 20, 2026
What this does
Shows where parcels are, using tracking from labels bought through Torva or numbers you entered yourself.
Before you start
A shipped order with a tracking number.
Steps
- Open Tracking.
- Find the order.
- The last carrier event and when it happened are shown.
What happens next
For labels bought through Torva, the carrier tells Torva when something moves and the order updates on its own — in transit, delivered, or an exception. For numbers entered by hand there is nothing to listen to, so you update the order yourself.
Common problems
A label was bought but tracking shows nothing. Carriers do not create a tracking record until the parcel is physically scanned. Between buying a label and handing it over, there is nothing to report.
Tracking stopped moving mid-journey. Usually the carrier, not Torva. Give it a day before chasing — parcels routinely go quiet between depots.
The carrier says delivered and my customer disagrees. Mark it as an exception on the order so it stays visible, and open a claim with the carrier.
Still stuck?
Ask Torva from inside your account. It knows everything in this article and can also see what your own store is currently doing, so it can answer for your situation rather than in general.