# 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](https://support.portless.com/en/articles/13611825-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:

1. 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.

2. 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.