Tracking Use Cases Overview
Introduction
In the Tracking context, it is possible to classify a package's transportation type based on the origin–destination combination. For each flow, the group of expected notifications may change, ensuring full visibility into what happens while the package is under the carrier's responsibility.
Events registered in the carrier's tracking system should be sent once it is mapped to the corresponding MELI notification, representing the same behavior on our side. Proper mapping and submission of these events ensure that the shipment status is updated to reflect what actually occurs during transit.
During the package's lifecycle under the carrier's responsibility, issues may arise that do not end the shipment lifecycle. These events are grouped into:
Pick Up Problems
Pickup problems must be reported when, upon arriving to collect the package, the carrier identifies an impediment that prevents transportation. Mapped cases include the package being absent at the time of pickup, weight or dimensions exceeding the allowed limits, and the package already being damaged, among others.
These events must be communicated immediately within the contractually agreed SLA to avoid negative impacts on the carrier. They are not considered final events, but they can trigger processes such as returns or operational procedures to reroute the package through other ways.
Transportation Problems
Transport problems are events that may occur while a package is in transit to a destination other than the final customer. They can happen during the movement of the package between hubs, for example, and may reveal potential operational problems that hinder or delay delivery to its destination.
These events can be sent at any point along the route and are not final events; therefore, notifications can continue to be sent after they are reported. Once the issue is resolved, the package resumes its normal flow to the final destination.
Delivery Problems
Delivery problems most commonly occur while the package is in transit to the buyer's address. Since those problems can directly impact the buyer experience regarding promised delivery date and delivery attempts, it's very important to report them.
These events can be reported as many times as the carrier makes new attempts, because they are not considered as final notifications (the package may still be delivered later).
Incidents
Incidents represent issues that permanently prevent delivery to the destination (for example: theft, total loss, or seizure by a regulatory authority). This event group is available across all use cases, regardless of origin or destination, and can be reported at any time during the shipment transportation.
Once an incident is received, the shipment lifecycle is ended and no further notifications should be sent thereafter. Incidents trigger financial actions, such as an immediate refund to the buyer and, depending on the case, reimbursement to the seller. Therefore, they should be used only when it is certain that delivery to the final destination is impossible.