---
title: "Shipment Step Templates by Industry"
description: "When you create your account, Sistrack comes with the Standard template: 7"
url: https://sistrack.com/en/docs/organization/plantillas-pasos-de-envio/
category: organization
section: docs
updated: 2026-07-15
---


*Markdown version for agents. This page on the web: https://sistrack.com/en/docs/organization/plantillas-pasos-de-envio/*


# Shipment Step Templates by Industry


## Introduction

When you create your account, Sistrack comes with the **Standard template**: 7
shipment steps covering the full cycle of a local courier service (pickup,
out for delivery, delivery, retry, return, and cancellation). For most
companies, that configuration works from day one without touching anything.

But every industry has different flows: an e-commerce business with a
distribution center doesn't move the same way as an international shipping
company dealing with customs. For those cases there are **ready-made
templates by industry** you can apply with one click.

> 💡 This guide is about templates. If you already have your statuses set up
> and want to create a new one, reorder them, or understand the flow health
> notices, see the [full Shipment Statuses guide](/en/docs/organization/guia-estados-de-envio/).

---

## Before configuring your steps

Every shipment step has 4 key properties:

1. **Name and subtitle**: what your customers see in tracking.
2. **Canonical type**: the step's universal category (Delivered, In
   transit, Picked up, etc.). This lets the system know what each step
   means for reporting, automatic notifications, and integrations.
3. **Next stage**: which step the order moves to when the courier confirms
   the next action from the app. Templates already come with this flow
   configured, including the delivery retry.
4. **Notifications**: whether to send email or WhatsApp to the sender or
   recipient when the order reaches this step.

> 💡 The **Canonical type** matters. Even if you call a step "Leaving the
> distribution center," choosing the canonical type *In transit* makes the
> system understand it as such for reports and comparisons between
> shipments.

> ⚠️ **Only one step per canonical type.** Every template uses each
> canonical type exactly once. If two steps shared the same type, the
> system wouldn't be able to tell which one to move the order to when an
> event is logged.

---

## How to apply a template

1. Go to **System → Shipment Statuses** from the main menu.
2. Click **Browse templates** (visible to administrators).
3. Choose the template that most closely matches your operation. You can
   **preview the full flow** in the diagram before applying.
4. Confirm. The template's steps replace your current ones, with the flow
   and notifications already configured.

> ⚠️ Applying a template **replaces all your current steps**. That's why
> it's only available while your account has no orders registered. If you
> already have orders and need to change your flow, contact support.

After applying, you can edit each step individually: rename it, adjust
messages, turn on WhatsApp, or add new steps.

---

## Which template is right for me?

Answer these 4 questions:

1. **Does your operation include picking up packages from the sender's
   location, or do you only receive packages already at your warehouse?**
   - If you pick up on a schedule → the B2B template with **scheduled
     pickup** and **failed pickup** works for you.

2. **Do you go through one or more intermediate distribution centers
   between origin and destination?**
   - If yes → you need **manifesting** and **distribution center** steps.

3. **Do you ship cross-border (crossing borders or customs)?**
   - If yes → you need **customs** and **customs clearance** steps.

4. **Do you deliver to the recipient's address, or to lockers / pickup
   points?**
   - If you deliver to lockers → you need a special **Delivered at pickup
     point** step.

| Your case | Template |
|---------|-----------|
| Standard local courier (your account's default) | [Standard](#standard-template-local-courier) |
| Same-day / express service, no intermediate steps | [Same-day / express service](#template-same-day--express-service) |
| Small courier company just starting out | [Small shipping company](#template-small-shipping-company) |
| E-commerce with distribution center | [National e-commerce with DCs](#template-national-e-commerce-with-dcs) |
| International shipments with customs | [International cross-border](#template-international-cross-border) |
| Lockers or parcel shops | [Lockers and pickup points](#template-lockers-and-pickup-points) |
| Refrigerated and cold chain | [Refrigerated and cold chain](#template-refrigerated-and-cold-chain) |
| B2B logistics / consolidated freight | [B2B logistics and consolidated freight](#template-b2b-logistics-and-consolidated-freight) |

---

## Standard Template (local courier)

**For whom:** local courier services, simple e-commerce, intra-city
parcel delivery. This is the **default** template that comes with your
account.

**Typical flow:** you pick up the package, it goes out for delivery, and
it's delivered the same day or the next. If delivery fails, it's retried;
if it can't be delivered, it's returned.

| # | Step name | Subtitle | Canonical type | Notifies |
|---|-----------------|-----------|---------------|----------|
| 1 | Order received | We're preparing your shipment | Created | — |
| 2 | Picked up | Your package is with us now | Picked up | Recipient |
| 3 | Out for delivery | Your order is out for delivery today | Out for delivery | Recipient |
| 4 | **Delivered** | Successful delivery | **Delivered** | Both |
| 5 | Not delivered | We'll retry the delivery | Failed delivery | Both |
| 6 | Returned | The package went back to the sender | Returned to sender | Sender |
| 7 | Canceled | Order canceled | Canceled | Sender |

> ✅ The flow already comes with **delivery retry** configured: when an
> order is left as "Not delivered," the courier's next action moves it back
> to "Out for delivery" instead of writing it off.

> 💡 If your operation moves packages **between cities** and you want a
> customer-visible "In transit" step, use the National e-commerce template
> or add the step manually.

---

## Template: Same-day / express service

**For whom:** urgent courier services, local courier, on-demand delivery.
When you pick up in the morning and deliver before the end of the day.

| # | Step name | Subtitle | Canonical type | Notifies |
|---|-----------------|-----------|---------------|----------|
| 1 | Received | Order taken and ready for pickup | Created | — |
| 2 | Picked up | Package with the courier | Picked up | Recipient |
| 3 | Out for delivery | On the way to the recipient | Out for delivery | Recipient |
| 4 | **Delivered** | Successful delivery | **Delivered** | Both |
| 5 | Not delivered | Delivery wasn't possible | Failed delivery | Both |

> ✅ Only 5 steps, with no return or cancellation as statuses — the service
> is fast enough that those closures are handled case by case from the
> panel.

---

## Template: Small shipping company

**For whom:** entrepreneurs and SMBs just starting out in courier services
who prefer a clear flow that's easy for their customers to understand.

| # | Step name | Subtitle | Canonical type | Notifies |
|---|-----------------|-----------|---------------|----------|
| 1 | Order received | Pending pickup | Created | — |
| 2 | Picked up | In your shipping system | Picked up | Recipient |
| 3 | On the way | On the way to the recipient | In transit | Recipient |
| 4 | **Delivered** | Order delivered to the recipient | **Delivered** | Both |
| 5 | Couldn't be delivered | We'll contact you to reschedule | Failed delivery | Both |
| 6 | Canceled | Order canceled | Canceled | Sender |

---

## Template: National e-commerce with DCs

**For whom:** e-commerce with an intermediate distribution center (DC).

**Typical flow:** label printed → pickup at origin → consolidation at DC →
transit → local delivery at destination.

| # | Step name | Subtitle | Canonical type | Notifies |
|---|-----------------|-----------|---------------|----------|
| 1 | Order received | Being prepared | Created | — |
| 2 | Label printed | Ready for pickup | Manifested | — |
| 3 | Picked up | On the way to the distribution center | Picked up | Recipient |
| 4 | At distribution center | Processing your order | At distribution center | — |
| 5 | In transit | On the way to your city | In transit | Recipient |
| 6 | Out for delivery | Your order will go out today | Out for delivery | Recipient |
| 7 | **Delivered** | Order delivered successfully | **Delivered** | Both |
| 8 | Not delivered | We'll retry tomorrow | Failed delivery | Both |
| 9 | Returned | Order returned to the sender | Returned to sender | Both |
| 10 | Canceled | Order canceled | Canceled | Sender |

> 💡 If your shipment passes through more than one DC, you don't need a
> step for each one: the "At distribution center" step can be logged
> multiple times as an event in the history, while the shipment's status
> reflects it just once.

---

## Template: International cross-border

**For whom:** companies that ship packages between countries and go through
customs.

| # | Step name | Subtitle | Canonical type | Notifies |
|---|-----------------|-----------|---------------|----------|
| 1 | Order received | Being prepared | Created | — |
| 2 | Label printed | Ready for international shipment | Manifested | — |
| 3 | Picked up | At origin logistics center | Picked up | Recipient |
| 4 | At distribution center | Paperwork ready | At distribution center | — |
| 5 | In international transit | On the way to the destination country | In transit | Recipient |
| 6 | In customs | In customs clearance | Held in customs | Recipient |
| 7 | Cleared customs | Ready for local delivery | Cleared customs | Recipient |
| 8 | Out for delivery | Your order will go out today | Out for delivery | Recipient |
| 9 | **Delivered** | Order delivered successfully | **Delivered** | Both |
| 10 | Not delivered | Delivery wasn't possible | Failed delivery | Both |
| 11 | Returned to origin country | Order on its way back | Returned to sender | Both |
| 12 | Canceled | Order canceled | Canceled | Sender |

> ⚠️ If customs requests additional paperwork, log it as the
> **Documentation required** event on the "In customs" step — the
> recipient gets the notification without the shipment changing steps.

---

## Template: Lockers and pickup points

**For whom:** companies that deliver to smart lockers, neighborhood parcel
shops, or partner stores instead of to a home address.

| # | Step name | Subtitle | Canonical type | Notifies |
|---|-----------------|-----------|---------------|----------|
| 1 | Order received | Being prepared | Created | — |
| 2 | Picked up | Picked up by the courier | Picked up | Recipient |
| 3 | In transit | On the way to the pickup point | In transit | Recipient |
| 4 | Out for delivery | Arriving at the pickup point | Out for delivery | — |
| 5 | **Available for pickup** | Your order is at the pickup point | **Delivered at pickup point** | Recipient |
| 6 | **Picked up by customer** | Order delivered successfully | **Delivered** | Sender |
| 7 | Not picked up in time | Returned to sender | Returned to sender | Both |
| 8 | Canceled | Order canceled | Canceled | Sender |

> 💡 The key difference: step 5 uses the canonical type **Delivered at
> pickup point** — this distinguishes home deliveries from locker
> deliveries in reports. Step 6 closes the cycle when the customer actually
> picks up the package.

---

## Template: Refrigerated and cold chain

**For whom:** pharmaceutical, food, biological shipments, or any goods that
require controlled temperature.

| # | Step name | Subtitle | Canonical type | Notifies |
|---|-----------------|-----------|---------------|----------|
| 1 | Order received | Being prepared | Created | — |
| 2 | Picked up | In a refrigerated vehicle | Picked up | Recipient |
| 3 | In transit | On the way with controlled temperature | In transit | Recipient |
| 4 | Out for delivery | Your order will go out today | Out for delivery | Recipient |
| 5 | **Delivered** | Order delivered within thermal range | **Delivered** | Both |
| 6 | Not delivered | We'll retry the delivery | Failed delivery | Both |
| 7 | Thermal exception | Possible cold chain breach | Incident | Both |
| 8 | Rejected due to temperature | Product out of range | Damaged | Both |
| 9 | Returned | Order returned to the sender | Returned to sender | Both |
| 10 | Canceled | Order canceled | Canceled | Sender |

> ⚠️ **Routine temperature checks** (at origin or at intermediate points)
> don't need their own step: log them as the **Incident logged** event
> with the measured temperature and a photo — they stay in the history
> without moving the shipment's step. The "Thermal exception" step is for
> when the cold chain is actually compromised.

---

## Template: B2B logistics and consolidated freight

**For whom:** companies that move palletized goods between suppliers and
corporate customers, with consolidation and external carriers.

| # | Step name | Subtitle | Canonical type | Notifies |
|---|-----------------|-----------|---------------|----------|
| 1 | Order created | Pending pickup scheduling | Created | — |
| 2 | Pickup scheduled | Pickup scheduled with the supplier | Pickup pending | Both |
| 3 | Picked up | At consolidation center | Picked up | Recipient |
| 4 | Consolidating | Preparing the manifest | At distribution center | — |
| 5 | Manifested to carrier | Label and manifest handed over | Manifested | Recipient |
| 6 | In transit | On the way to the destination center | In transit | Recipient |
| 7 | Out for delivery | Heading out for final delivery | Out for delivery | Recipient |
| 8 | **Delivered** | Received and signed by the customer | **Delivered** | Both |
| 9 | Failed pickup | Couldn't pick up from the supplier | Failed pickup | Sender |
| 10 | Not delivered | B2B customer unavailable | Failed delivery | Both |
| 11 | Returned | Order returned to the sender | Returned to sender | Both |
| 12 | Canceled | Order canceled | Canceled | Sender |

> ✅ This template comes with two retries configured: a failed pickup goes
> back to "Pickup scheduled" to reschedule, and a failed delivery goes back
> to "Out for delivery."

---

## Optional events worth knowing about

Besides shipment steps (which reflect the package's current status), there
are **events** you log at a specific point in time without necessarily
changing the shipment's step. They're useful for noting things that
happened, without "moving" the order.

Some common examples:

| Event | When to log it |
|--------|--------------------|
| **Customer contacted** | You called the recipient to coordinate delivery. The order doesn't change step, the communication is logged. |
| **Delivery attempt** | You went, the recipient wasn't there. The attempt is logged with a reason, and the order moves to your failed-delivery step to be retried. |
| **Address updated** | The customer gave you a new address at the last minute. |
| **Claim logged** | The recipient or sender opened a claim (damaged package, missing item, etc.). |
| **Proof of delivery uploaded** | You uploaded a photo, signature, or document backing up the delivery. |
| **Delayed by external factor** | Strike, weather, accident: the order doesn't change step but you know why it's being delayed. |
| **Incident logged** | Routine checks or anomalies (for example, a temperature check) with a description and photo. |

These events remain visible in the shipment's history and enrich reports
and metrics (for example, "first-attempt delivery rate" is calculated by
counting delivery attempts).

---

## Frequently Asked Questions

**Can I change a step's canonical type after it's been created?**
Yes, but keep in mind that orders that already went through that step will
keep their history with the previous canonical type.

**Can I have two steps with the same canonical type?**
It's not recommended: when an event is logged, the system moves the order
to the step that corresponds to that canonical type — if there are two, it
will always pick the first one and the second will go unused. That's why
templates use each type only once. Recurring moments (several distribution
centers, several customs checkpoints) are logged as events in the history.

**What happens if I leave a step without a canonical type?**
The step will keep working for your users, but it won't appear in grouped
reports or trigger automatic notifications that depend on the canonical
type. We recommend always assigning one.

**What happens to the "Next stage" when I apply a template?**
It's configured automatically, including retries (failed delivery goes back
to out for delivery). You can adjust it later by editing each step.

**Can I combine two templates?**
Templates are applied as a whole, but after applying one you can freely
add, remove, or edit steps to adapt it to your hybrid operation.