What should I do if order tracking still says shipment information received?
Answer
“Shipment information received” usually means the seller created a label, but the carrier has not yet scanned the package into the network. Wait for the first carrier scan, confirm the tracking number and delivery address, then contact the seller or carrier only after the expected ship or delivery window has passed.
Before you start: stop right away if…
- Ignore unexpected texts or popups that ask for a fee, password, or payment to release a package.
Follow these steps
Read the full tracking timeline
Open the tracking page from the seller’s order details or the carrier site and note every status, timestamp, and location shown, especially whether any scan exists after the label was created.
You should see: You can see whether the package is still only “information received” or has a later scan.
Confirm address and carrier
Check the order confirmation for the shipping address, carrier name, and estimated delivery window. Fix an obvious address mistake with the seller before the package moves farther.
You should see: The address and carrier match what you expected, or you find an error to report.
Allow time for the first scan
If the seller only recently marked the order shipped, wait through the promised handoff window. Early “shipment information received” statuses often update after the carrier’s first physical scan.
You should see: A new scan appears, or the status stays unchanged past the expected ship date.
Contact the seller if no scan appears
After the ship window passes with no movement, contact the seller through the official order page and ask whether the package was actually given to the carrier and whether a new label is needed.
You should see: The seller confirms handoff, provides updated tracking, or starts a replacement or refund process.
Ask the carrier only with a real scan history
If tracking later shows the carrier has the package but delivery stalls, open a trace or help request on the official carrier site using the tracking number.
You should see: The carrier accepts a trace, or explains that they still have no package scan to investigate.
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Extra tips
What to look for: The exact tracking status wording, the ship date promised at checkout, the carrier name, and whether any scan appears after “shipment information received.”
Before you change anything: Copy the full tracking number from the order confirmation. Confirm the delivery address on the order is correct. Note the estimated ship and delivery dates from the seller. Use only the official seller or carrier website or app, not links from unexpected texts.