Questions
Plain answers on carriers, what counts as stuck, USPS claim dates and where the tracking data comes from.
The common ones
Do I need Shopify?
No. It works with any tracking number from Etsy, eBay, Depop, your own site or a label tool like Pirate Ship or ShipStation.
Which carriers?
USPS, UPS, FedEx, DHL and the 3,000+ carriers our tracking data provider covers, including cross-border last-mile carriers.
How do I add parcels?
Paste numbers one per line, or upload the CSV your label tool exports. We find the tracking column for you, and the order, buyer, ship date and service columns when they're there.
When is a parcel "stuck"?
When it goes longer without a new scan than is normal for that carrier and service, or when the carrier reports an exception, failed delivery or return. You can change the number of days.
What's the claim date?
For USPS we show the first day a lost-parcel claim can be filed for the service used, e.g. 15 days after mailing for Priority Mail and Ground Advantage, and the last day (60). Claims need insurance; we tell you the date, you file it.
How many parcels does $12 cover?
Up to 200 new tracking numbers a month, each watched until it's delivered.
Do you message my buyers?
No. We draft the note; you copy it and send it from Etsy or eBay.
Can I try it first?
Yes. Check up to 20 numbers without an account, or start the free week: 7 days, no card.
What counts as stuck
Every morning each watched parcel is checked against these rules. A parcel that meets one goes in your 7:00 am email.
| Rule | When it counts |
|---|---|
| No new scan, at home | 3 business days without a scan (you can change it) |
| No new scan, international | 7 business days without a scan (you can change it) |
| Exception | The carrier reports a delay, damage, a lost parcel or another problem |
| Delivery failed | The carrier tried and couldn't deliver: nobody home, no safe place, a bad address |
| Being returned | The carrier is sending it back to you |
| No tracking yet | Still no scan 2 days after you added it (often a label printed but never scanned, "Pre-Transit") |
| Tracking expired | The carrier stopped updating the number |
USPS claim dates
USPS takes claims for lost parcels only within a window that depends on the service. We work the dates out from the mailing date (from your CSV, or the first scan).
| Service | Claim opens | Last day |
|---|---|---|
| Priority Mail Express | 7 days after mailing | 60 days after mailing |
| Priority Mail | 15 days after mailing | 60 days after mailing |
| Ground Advantage | 15 days after mailing | 60 days after mailing |
Example: mailed by Ground Advantage on Nov 2, a claim opens Nov 17 and closes Jan 1. Source: USPS, filing a claim. A claim needs insurance on the parcel; Priority Mail includes some.
Where the data comes from
Tracking comes from 17TRACK, a tracking data service that covers USPS, UPS, FedEx, DHL and thousands of other carriers. Each number you add is registered once and its scans arrive as the carrier posts them. Claim dates come from the USPS table above, never guessed.
Buyer notes are drafted from those facts alone. You can rewrite one with AI in the app; the dates and statuses in it always come from the tracking data.
Who it's for
Etsy, eBay, Depop and small web-shop sellers in the US who ship their own orders, about 20 to 200 parcels a month, and aren't on Shopify.
Etsy's own emails cover shipped and delivered, not parcels that stall. A seller often hears about a stuck parcel only when the buyer opens a not-received case. StallWatch tells you first.