When tracking has not started
Confirm that the international parcel has actually been dispatched and that you are using its tracking reference. A missing first scan is different from a reference that belongs to domestic seller delivery.
Parcel update resolver
Follow a dispatched parcel and prepare a useful support request
Start with the parcel and dispatch reference, then identify whether tracking has not begun, has paused, or shows a delivery event that needs evidence.
Find the parcel and dispatch reference
Keep the parcel number, selected shipping option and tracking reference together. A seller’s domestic number belongs to an earlier movement and may not follow the international parcel.
- Parcel record
- What was packed and submitted for international shipping.
- Tracking reference
- The identifier used for the carrier movement shown.
- Destination
- The country, region and delivery details linked to the parcel.
Check where the tracking timeline stops
Dispatch submitted
The parcel request exists; a first carrier event may not yet be visible.
First movement recorded
Tracking is active and should be read in the context of the selected service.
Updates pause
Look at the last location, event and time before deciding the record is stalled.
Delivery event
A delivery attempt, collection instruction or completed delivery can require a different next step.
When updates pause or delivery changes
Record the last visible event, date and location. Check whether the update is a handover, customs step, delivery attempt or collection instruction before describing the problem.
Photos and records for a parcel claim
Keep the parcel reference, tracking history, outer packaging, shipping label, item condition and any delivery notice. Photographs from before dispatch can help distinguish warehouse condition from delivery damage.
- Parcel and tracking references
- Last event with date and location
- Outer packaging and label photos
- Item condition on arrival
- Selected protection terms
When to use Joyagoo support
Guide Help can point you to the relevant explanation on this independent site. It cannot open a Joyagoo account, view a live order or decide a claim. For an order-specific request, use the current support channel available inside the account and include the records above.