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How Order Status Syncs With Your Delivery Company

Once the delivery company accepts a parcel, Zimam updates the order's status automatically every time the parcel's status changes on the company's side, so you do not have to follow it on the company's website.

How updates arrive​

Updates arrive in two ways:

  • Real-time notifications (webhook): the delivery company sends each change as it happens.
    • ZR Express and Maystro Delivery: Zimam registers the notifications with the company automatically when you save the connection.
    • Yalidine: you set them up once in your Yalidine dashboard (see the next section).
  • Periodic checks: Zimam asks the delivery company about your open parcels every few minutes, and asks about each parcel at most about once every 20 minutes. This is the only path for most companies, including every company on the Ecotrack platform. It is also used for ZR Express and Yalidine when no notification from the company has reached your store in the last 48 hours.

Maystro Delivery offers no periodic checks, so its updates arrive only through real-time notifications.

After a periodic check updates some of your orders, you get a notification with how many orders changed.

Set up real-time notifications for Yalidine​

  1. Open Delivery, then Delivery Companies, and click Manage on the Yalidine card.
  2. On the Real-time updates (webhook) card, copy Your webhook URL.
  3. Follow the steps under Set it up in Yalidine: add the URL in your Yalidine dashboard, test it, then activate it.
  4. Optionally, paste the Signing secret (optional) from Yalidine so Zimam can verify that each update really comes from Yalidine.

The card shows the notification status. While updates arrive, Zimam stops checking Yalidine periodically for your store. If they stop for more than 48 hours, periodic checks resume automatically and the card tells you so.

Ask for an update now​

  • One order: once the parcel is accepted, a Refresh delivery status icon appears next to the delivery company in the order's row in Orders. Click it to have Zimam ask the company now. You wait 45 seconds before asking about the same parcel again. You can see one of these results:
    • Delivery status updated
    • No change — the delivery company still reports the same status
    • This delivery company updates the order automatically: real-time notifications work for this company in your store, so there is nothing to ask.
    • This delivery company does not report status
  • All orders: the Refresh orders button in Orders refreshes the list and asks the delivery companies for every parcel's status in the background.

Statuses that come from the delivery company​

Depending on what the company reports, the order moves to:

  • In Transit: the parcel is on its way to the customer.
  • Delivered: the customer received the order.
  • Returned: the parcel came back without being delivered.
  • Cancelled: the delivery company cancelled the parcel.

Delivery company updates only move an order forward: from Confirmed to In Transit to Delivered, or to Returned or Cancelled. Zimam ignores an update that would move the order backwards, and any update to an order that is already Returned or Cancelled.

Other statuses, such as Call Back, are set by you or a call-center agent before the delivery stage. See Order Lifecycle & Statuses.

The "Delivery Problem" alert​

The delivery company can report an obstacle without the parcel being returned or cancelled. The order's status then stays as it is, and a Delivery Problem alert appears under it with one of these reasons:

  • Failed attempt
  • Delivery provider alert
  • Suspended parcel
  • Customer unreachable
  • Provider problem: a general reason when the company's status matches none of the reasons above.

The alert also shows the company name, the status text exactly as the company sent it, and the tracking number, so you can follow up with the customer or the company.

The alert disappears when the order's status changes after it, whether through a delivery company update or a change you make.

Good to know​

  • Syncing starts only after the delivery company accepts the parcel. An order that has not been sent is unknown to the company, so it does not update on its own.
  • Zimam reflects only what the delivery company reports. It never changes an order's status by itself.