Brainerce HelpShipments
What Brainerce tracks for every parcel across your orders, why this page is staff-only, and what to use instead.
You cannot open this page. Shipping → Shipments is a platform-managed surface restricted to Brainerce staff. The link may still show in your sidebar, but clicking it redirects you to Zones & Rates. That is the gate working, not a bug or a permission you can be granted. This article documents what Brainerce sees on your behalf, so support can talk you through a parcel. To check a parcel yourself, open the order and see Order status and shipping.
Shipments lists every parcel created across all orders. Where the Shipping overview asks "what still needs to go out?", this page answers "where is everything that already has?".
What's in the list
Each row shows the Shipment ID, the order it belongs to, the carrier, the tracking number, the rate paid, and the current status.
From here Brainerce staff can copy the tracking number, download the label, and open a shipment to see its full tracking history: the events as the carrier reported them, not just the latest state. The page is not open to merchants; the tracking number on the order is what you see, and support can read the rest of that history to you.
Shipment statuses
| Status | What it means |
|---|---|
| Pending | The shipment exists but no label has been bought yet. |
| Label Created | Label purchased. The carrier hasn't scanned the parcel yet. |
| In Transit | The carrier has it and it's moving. |
| Out for Delivery | On the van, going out today. |
| Delivered | Arrived. |
| Return to Sender | Coming back, usually a bad address or a failed delivery attempt. |
| Failed | The carrier couldn't complete it. |
| Cancelled | The shipment was cancelled; if a label had been bought, it is voided at the carrier. |
These are the statuses support will quote back to you, and the two worth asking about are what's stuck in Label Created and never got scanned, and what's heading back as Return to Sender. Filtering across all parcels is done on this staff-only page; on your side, each order shows its own shipment's status.
Label Created that never moves is the one to watch. It usually means the parcel was never handed over. The carrier has no record of it, so the customer's tracking link shows nothing and they'll email you before you notice.
Cancelling a shipment
Cancelling a shipment voids its label with the carrier, so nobody is billed for postage that wasn't used.
This is not something you can do yourself: cancelling lives on the Shipments page, which is restricted to Brainerce staff, and it only applies to a label bought through a connected carrier, which is set up by Brainerce on request, not by you. If you need a label voided, email [email protected]. A tracking number you recorded by hand has no label to void; just correct or clear it on the order.
Where shipments come from
- Record tracking, for a parcel you posted yourself. See Order status and shipping. This is the only route available to you, and for most stores it is the whole workflow.
- Buy label, for a connected carrier. Carrier connections are set up by Brainerce on request (email [email protected]), and there is no self-serve Shipping → Carriers page. Without one, Brainerce buys no labels and no tracking events arrive on their own.
What's next?
- Order status and shipping covers recording tracking on an order.
- Shipping zones and rates covers what the customer pays.