2026-09-28
Stalled parcels, reships, and replacement orders
Spot parcels that stopped moving before anyone complains, ask the store to reship in one click, and link the replacement so the original stops counting as a problem.
Quiet parcels are the ones that get lost
Carriers flag some problems. Many lost parcels never get a flag: the tracking just stops. By the time a recipient mentions it, weeks have passed.
GiftDesk watches for silence and gives the gift team and the store a short path from "this looks stuck" to "a new one is on the way".
Part of Delivery health.
No movement
A shipped parcel is flagged No movement when the carrier has not scanned it for longer than usual:
- about 3 days within one country
- about 7 days across a border
- longer for economy cross-border services that scan rarely between hubs
This works with or without a needed-by date.
Where it shows:
- Shared desk: a "No movement 4d" badge in the Status column, and a No movement tile that filters the table. The tile only appears while something is stalled.
- Needs attention (store): listed in the At risk section.
- Gift page: a calm line under the tracking, "No new carrier scan for a few days. Parcels sometimes go quiet between hubs." Recipients get no email, and the gift team does not need to turn anything on.
Alerts (Pro): on Pro, Plus, and the trial, GiftDesk emails the assigned teammate (or the desk lead) and the store's admin contacts once per parcel. The store can turn this off in GiftDesk Settings with Email when a parcel stops moving.
Ask the store to reship (gift team)
Open the order on the shared desk. Once a parcel has shipped and until it is delivered, you can ask for a reship. That includes parcels that are stalled, out for delivery, or have a carrier problem.
On Pro, Plus, and the trial: click Ask the store to reship. GiftDesk opens a request for the store with the carrier's status and how long ago the last scan was, and the store is notified. The order then shows "Reship requested, waiting on the store." There is one open request per order.
On Starter: click Email the store about a reship. It opens an email to the store, prefilled with the order number, the recipient, and the last scan. Tracked reship requests are on Pro.
Link the replacement (store)
- Create the replacement order in Shopify and tag it into the same campaign, like any other gift order.
- In GiftDesk, open the original order and choose it under Replacement order, then click Link replacement.
Only orders in the same campaign can be linked. To undo it, choose None and click Unlink replacement. Linking works on every plan.
What changes once it is linked:
- The original shows "Replaced by #1042". The new order shows "Reship of #1001". Both appear on the desk and in Shopify admin.
- The original stops counting toward At risk and No movement, leaves Needs attention, and stops sending alerts. The replacement is tracked like any other gift.
