Handling Order Status Inquiries | Portless Help Center

Handling Order Status Inquiries

This article walks you through the different stages of order status and how to track your orders using both first-mile and last-mile tracking numbers. Knowing where to look helps you resolve delays faster and ensures a smoother delivery experience for your customers.

First and last-mile tracking numbers

First-mile tracking number

This is the initial tracking number (TN) generated when the order is still in the distribution stage (usually at the Portless warehouse).
Do not share this with customers. It may show the order origin (e.g., China or Vietnam).

Last-mile tracking number

This is the final tracking number from the local carrier handling the delivery to your customer.
Updates appear on the last-mile carrier’s website after the package is handed off.

Where to find tracking numbers

Both the first-mile and last-mile tracking numbers are available in:

Portless Portal. Head to the Tracking Orders Using the Merchant Admin Portal page for step-by-step instructions on how to get the order’s tracking information.

What to do when there’s no tracking update

It’s normal to see gaps in tracking. Especially on the last-mile carrier’s site, if the order hasn’t been handed over yet.

If your last-mile TN shows no recent updates, try this quick check:

Search the last-mile TN through the official last-mile carrier website (e.g., on USPS)

When checked using the USPS website, it shows that the latest update was August 9th.

Check the status using the first-mile TN through a 3rd party tracking website (e.g., 17track, Aftership, etc.).

The photo shows us the update beyond August 9th.

This method confirms your order is moving through the network, even if there are no local carrier updates yet. Last-mile (LM) tracking typically appears 24 to 48 hours after shipping. For the most accurate status, refer to the first-mile (FM) tracking, which confirms the package has left our Fulfillment Center. While processes may vary by 3PL, the FM/LM tracking format is standard across providers like ShipBob, DHL, and Fulfilld. The FM scan is the most reliable proof of shipment.