--- title: "Sistrack Network — Frequently Asked Questions" description: "It's the feature that connects your organization with partner companies to share orders: you can send them orders for them to deliver (outsource) or…" url: https://sistrack.com/en/docs/network/preguntas-frecuentes/ category: network section: docs updated: 2026-08-11 --- *Markdown version for agents. This page on the web: https://sistrack.com/en/docs/network/preguntas-frecuentes/* # Sistrack Network — Frequently Asked Questions ## About the network ### What is Sistrack Network? It's the feature that connects your organization with partner companies to share orders: you can send them orders for them to deliver (outsource), or receive orders from them to deliver yourself. Progress is reflected automatically in both dashboards. ### How do I connect my organization with a partner? The connection is set up by the Sistrack team as part of the agreement between both companies. Contact support to start the process. ### I don't see the "Sistrack Network" section in the menu. Why? Two possible causes: your organization isn't yet part of the network (contact support), or your user doesn't have network permissions — ask an administrator in your organization to review your role. ## About outsourcing ### Why do some orders get outsourced automatically when created? Your organization may be configured in **Full** mode (every new order is sent to the partner) or **Partial** mode with defined geographic zones (orders from those zones are sent automatically). You can see the active mode in the network dashboard, under **Outsourcing configuration**. ### Why can't I outsource an agency order? Shipments dropped off or picked up at a counter in your agency network are handled entirely within your operation — counter pickup, delivery codes, and scanning are your own processes. Sending them to an external partner would mix two parties responsible for the same package, so the system doesn't allow it. ### Can I cancel an outsourcing? Once an order is **Sent to [partner]**, coordinating that delivery is up to the partner. If you need to reverse it, contact your partner and support directly. ### What does my partner see about my customer? It depends on your organization's **Sender privacy** setting (visible in the network dashboard). If enabled, your partner sees a generic sender instead of the real data. The recipient's data always travels in full — without it there would be no delivery. ## About tracking ### Why can't I change the status of an outsourced order? Because your partner has the package: whoever delivers is the source of truth for the status. Your order updates itself with each update from your partner. You can still edit the order's other data. ### Will my customer get two delivery notifications? No. Whoever makes the delivery is who notifies the recipient. Your dashboard reflects the progress without duplicating emails or messages. ### The order shows as delivered on my partner's side but not in my dashboard. What do I do? Wait a few minutes: the update travels automatically but isn't always instant. If it's still not reflected after a while, contact support with the order number. ### My partner logged several updates but I only see the latest in my dashboard. Did something get lost? No. When updates happen in quick succession, your dashboard may show only the most recent one instead of every intermediate step. The final status always arrives, and the delivery arrives complete with its photo, signature, and the name of who received it. ### I corrected the address on an order that's already with my partner. Does the correction reach them? Yes, if you originated the order: the shipment data belongs to whoever originates it, and your corrections travel automatically to the partner's dashboard. If instead the order was sent to you by them, that data is controlled by them — see [Which data each company controls](/en/docs/network/datos-que-controla-cada-empresa/). ### My courier found that the address on a received order is wrong. Can I correct it? You can in your dashboard, but the correction doesn't reach your partner, and they'll overwrite it if they edit that data. The recipient is their customer, and they're the ones who can confirm the correct address. The right move is to log the finding on the order — so it's in writing with a date — and let them know so they can correct it. ## About payments and charges ### Does the network change how I charge for my shipments? No. The freight payment status is independent for each company: your billing and your partner's don't mix. Cash-on-delivery amounts are coordinated as part of the business agreement between both companies. ## About issues ### An order shows "Sync failed". What does that mean? That order's send to the partner didn't complete (for example, due to a temporary connection issue). Go to the network dashboard, filter by **Failed**, and use **Retry**. If it keeps failing, contact support. ### What happens if I delete an outsourced order? The deletion is also reflected in your partner's dashboard, so neither of you works on an order that no longer exists. Delete with care.