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Why does a package have an "unknown carrier"?

If a package is marked "carrier unknown", we will not be able to track it. As a result, we will not be able to send notifications to your customers.

There are several reasons for this, depending on your integration (e-commerce platform, FTP, or API).

E-commerce platforms (Shopify, Magento, PrestaShop, etc.)​

Step 1 - Has the carrier handling the package been added to your ZigZag account?​

You can check this in the Business Profile -> Outbound Carriers.

If it turns out that was not the problem, we will continue the investigation.

Step 2 - Check data sent​

Check in View __ data to find:

  • Carrier name
  • The service used by the carrier
  • Package tracking number

If any of this information is missing or incorrect, that is where the problem lies.

If the information is present, we continue the investigation.

Last step: Matching carrier services​

  1. Navigate to the Portal Settings -> Notification Settings -> Integrations.
  2. Click on the 3 dots of your e-commerce application - If you have services that are not matched, or not next to the right carrier service, simply drag and drop them next to the right carrier service.

And finally, if all these steps have been completed and nothing is amiss, it's time to write to us so that we can help you solve the problem

FTP/API​

If you are integrated via API or FTP, you have control over the information you send us.

For these two integrations, you transmit the carrier information to us via the carrierCode field.

A package may have an unknown carrier if:

  • You sent us unknown as carrier code.
  • You have sent us the carrier code, but you have not added the carrier in your ZigZag settings.
  • The carrier code is invalid (due to a spelling error, for example).

You will find all the carrier codes in our technical documentation.