Logging events on your orders

This guide explains what an event is, how it differs from a shipping step, and how to log them from an order’s detail page or in bulk across several orders at once.

Events vs. shipping steps

These are two distinct concepts that coexist on every order:

The shipping step is only one: the order has a current stage and it’s overwritten as it advances. Events are many: they accumulate in chronological order and form the order’s full history.

💡 When you log an event of the right type (successful delivery, picked up, held at customs, etc.), the system automatically moves the order to the corresponding step. There’s no need to change the step separately.

Why do events matter?

• Traceability: the history tells you what happened, when, and who logged it. It’s the foundation for resolving disputes and claims.
• Metrics: first-attempt delivery rates, failure reasons, customs times — it all comes from events.
• Customer notifications: the recipient sees a rich timeline on the public tracking page (failed attempts with a reason, the next scheduled date, photos, etc.).
• Auditing: every event is signed with author, time, and source (web or courier app).

Logging an event on a single order

Who can do it

Step by step

1. Go to the order’s detail page from the list or from search.
2. In the top action bar (where you see “Refresh,” “Print”), press the Log event button.
3. A dialog opens with a picker grouped by shipment phase:
   • Pre-shipment (preparation, assignment, manifesting)
   • First mile (pickup)
   • Main line (between hubs, customs, incidents)
   • Last mile (out for delivery, delivered, attempts)
   • Informational notes (contacts, updates, claims)
4. Choose the event that occurred. A description appears along with the fields that event supports (examples: photo, signature, GPS, reason, attempt number).
5. Fill in the relevant fields. Ones marked as required must be completed before you can save.
6. Press Log event.

The event is added to the history immediately. If the chosen event changes the shipment step (for example, “Successful delivery” or “Picked up”), the order moves to the corresponding step on its own.

Practical examples

Case 1: the courier arrived, no one was home

• Event: Delivery attempt
• Fields: attempt number (1), reason (“Recipient absent”), photo of the location, next scheduled date.
• Result: the order stays in “Out for delivery” (the step doesn’t change), but the attempt is logged with reason and photo. The customer sees it in tracking.

Case 2: package delivered

• Event: Successful delivery
• Fields: name of who received it, signature, photo of the delivered package, GPS.
• Result: the order automatically moves to the “Delivered” step, the delivery date is logged, and the customer gets a notification with the photo and signature.

Case 3: the customer changed the address by phone

• Event: Address updated
• Fields: previous address, new address.
• Result: it’s noted in the history. The order doesn’t change step. It serves as evidence if there’s a dispute about the delivery later.

Bulk-logging an event (multiple orders at once)

When you want to mark the same thing on many orders at the same time (you loaded them all onto the truck, they all arrived at the distribution center, they all cleared customs), use the bulk action.

When to use it

💡 Simple rule: if the event needs unique evidence per order (photo, signature, GPS, specific reason), log it order by order from the detail page. If it’s a common piece of data that applies to all of them (truck plate, hub code, customs inspection date), use the bulk action.

Events available for bulk logging

The list is deliberately limited (around 12 types). They appear in the dropdown grouped by phase. Some examples:

• Pre-shipment: Label printed / manifested
• First mile: Pickup scheduled
• Main line: Arrived at hub, Left hub, Sorting started, Held at customs, Released from customs, Documentation required
• Last mile: Out for delivery
• Informational notes: Address updated, Estimated date updated, Customer contacted

If you don’t see the event you need in the dropdown, it means that event requires individual evidence per order — log those orders one by one from their detail page.

Step by step

1. Go to the order list (Orders menu).
2. Select the orders using the checkboxes on the left. You can use the header checkbox to select the whole page.
3. The Actions menu appears in the top bar. Click it and choose Bulk log event.
4. A dialog opens with:
   • The count of selected orders
   • The dropdown for the event to log (grouped by phase)
   • The fields that event requests (when applicable)
5. Fill in the common fields.
6. Press Log event on N orders.

The system processes them one by one and shows a summary at the end:

• How many were logged successfully
• How many were rejected (for example, delivered orders that don’t accept changes) and why

Delivered orders and the bulk action

Orders in delivered status are automatically excluded from the batch (bulk events that change the flow can’t be logged on them). If all the selected ones were delivered, you’ll see a message explaining there was nothing to do.

The only exception is the Super-admin role, which can apply the event even to delivered orders as a correction mechanism.

Who logs automatic events

Some events are logged by the system without you doing anything:

• Order created: when confirming a new order.
• Courier assigned: when choosing a courier (either while editing the order or from the “Assign courier” bulk action). Each order gets the event in its history.
• Step change from the form (Super-admin): when a Super-admin changes the shipping step directly from the order’s edit form, it’s logged as a manual change.

These automatic events live in the same history as manual ones and are indistinguishable from the end customer’s perspective.

Filtering and reading the history

In the Events tab of an order’s detail page, you’ll see the full list, sorted from most recent to oldest. Each entry shows:

• The exact time and “how long ago” it happened
• Event type (with an icon based on the phase)
• Author (the name of the user who logged it) and source (system, web, courier app)
• Additional data depending on the type (thumbnail photo with an enlarged view, clickable GPS that opens Google Maps, signature, reason, etc.)

Available filters above the list:

• All: shows absolutely everything that was logged
• Main changes: only the milestones that changed the step (pickup, delivery, return)
• Notes and alerts: notes that didn’t change the step (contacts, address updated, claims)

Voiding an event (undo)

If you logged an event by mistake, you can void it:

1. In the history, find the incorrect event.
2. Press the row’s menu and choose Void event.
3. Write a clear reason (minimum 5 characters). It’s required.
4. Confirm.

The event is marked as voided but isn’t deleted from the history — it remains visible with a gray strip and the reason for voiding it, as an audit trail.

Permissions:

• Voiding events requires the Admin or Super-admin role.
• Couriers can’t void events. If they make a mistake, they should let an admin know.

⚠️ If you void a successful delivery event, the order goes back to its previous step and the delivery date is cleared. Make sure that’s what you want before confirming.

Frequently Asked Questions

Why don’t I see the “Log event” button?

Your role might not have permission to log events on this order. Check with the administrator. Customers can only log events on their side (claims, returns); couriers and the admin handle the rest.

Can I change the order’s step without logging an event?

The recommended way is always to log an event — that records who made the change and why. Direct editing of the step is reserved for Super-admin as an exceptional correction mechanism.

I logged an event that changes the step, but the order didn’t move

Check that your organization’s step is configured with the right “canonical type.” For example, “Successful delivery” moves the order to the step whose canonical type is Delivered. If no step has that type, the event still gets logged but the step doesn’t advance. Check the configuration in System → Shipping Steps (admin).

The courier logged an event from the app but I don’t see it

This can be a sync delay if the courier had no internet. Events queue locally and upload once connection is restored. Refresh the detail page in a couple of minutes. If it still doesn’t show up after a while, contact the courier to check the app.

How many events can I log in one bulk action?

Up to 1000 orders per operation. If your selection is larger, split it into batches.

Can I log the same event twice in a row on the same order?

Yes, but think about whether it makes sense. For example, Delivery attempt makes sense to log several times (attempt 1, attempt 2, attempt 3). But Successful delivery twice doesn’t — the second would just say “already delivered.”

Are events exported along with the orders?

The order export includes the current step and the delivery date. For a detailed export of the event history, contact support — that specific export is under evaluation.

Recommendations

• Be descriptive: the reason “wasn’t there” is less useful than “recipient absent, neighbor confirms they’re back after 6 pm.”
• Make the most of photos: a photo of the delivered package or of the location where the attempt was made is worth a hundred words in a dispute.
• Use GPS: if the app asks for it, allow it. The event’s GPS is objective evidence of where the action happened.
• Don’t mix: if you’re going to use the bulk action, make sure you select only orders that actually went through that same operational event. Don’t mark 50 orders as “arrived at hub” if 10 are still on the way.
• Void quickly: if you made a mistake, void it right away. The longer it takes, the more decisions (customer notifications, accounting close) get made based on the wrong data.

More information

• Configuring your company’s event types
• How shipment tracking works
• Customizing your company’s status flow
• Shipping step templates by industry