Tracking
Where is
my parcel?
Enter the tracking number. No account, no login, and every failed attempt shows its reason rather than hiding behind a support call.
What tracking means here
Four scans, one honest record
A parcel is scanned at pickup, at the origin hub, at the destination branch and at the door. Skipping one saves ninety seconds and costs the ability to answer this question at all.
- Scan points
- 4Scan pointsEvery parcel, every route
- Tracked states
- 19Tracked statesIncluding every failure mode
- Districts covered
- 77Districts coveredSame tracking everywhere
- Logins required
- 0Logins requiredFor recipients
The journey
What each status actually means
Written for the person waiting at home, not for someone who works in logistics.
- 1
Booked
The sender has created the parcel and a tracking number exists. Nothing has moved yet.
- 2
Picked up
A rider has collected it and scanned it in. This is when the clock on your promise date starts.
- 3
In transit
Moving between hubs on the overnight line-haul. Long gaps here are normal on hill routes.
- 4
Out for delivery
On a rider’s route today. Expect a phone call before they arrive.
Plain language
“Out for delivery from Pokhara Hub” beats AT_DESTINATION_BRANCH
Status codes are for our systems. The person waiting at home needs a sentence, a time and a place — so that is what the timeline shows.
- A sentence, not a code
- Every event is written as something a customer can read out loud to somebody else.
- Time and place on every line
- Kathmandu time, and the branch or city where the scan happened.
- The machine code is still there
- For merchants and integrations, alongside the readable version — not instead of it.
Failed attempts
We publish the reason a delivery failed
Hiding a failure does not make it go away — it just moves the phone call to the merchant's support team, with nobody able to explain anything.
- The actual reason
- “Phone switched off”, “recipient asked for tomorrow”, “wrong or incomplete address” — not a bare “failed”.
- Every attempt, kept
- The timeline is append-only. A second attempt does not erase the first.
- Actionable for the merchant
- A district where “wrong address” spikes is a checkout-form problem you can fix.
Reading the timeline
Six things people most often want to know
If your question is one of these, the answer is already on the page.
Is it late?
Compare the latest event against the promise date in the summary. If the date has passed, call us — do not wait.
Where is it now?
The top event on the timeline is the most recent scan, with the city or branch it happened at.
Why has it not moved?
Long gaps on hill routes are normal. A hold status will state the reason, including road closures.
How much do I pay?
On a COD parcel the amount is in the SMS sent at dispatch, so you can have it ready.
Who signed for it?
The delivery event records who received it — recipient, family member or neighbour.
Is it coming back?
After three failed attempts the status changes to return initiated, and the sender is notified.
At the door
The rider calls before they arrive
Most failed deliveries in Nepal are not refusals — they are a customer who did not know someone was outside. A call before arrival is standard procedure, not a courtesy.
- A call, every time
- The single biggest lever on first-attempt success anywhere in the country.
- Proof of delivery captured
- Name of who received it, time, and a photo where the merchant asked for one.
- COD amount known in advance
- Sent by SMS at dispatch, so the money is counted before the doorbell.
Why the gaps
No update is not the same as no progress
A parcel on a scheduled hill service can travel for two days between scan points. That is the route working normally, not a parcel going missing.
- Scans happen at handovers
- Not continuously. Between two hubs there is nothing to scan against.
- Hill routes run on fixed days
- A half-empty truck to Jumla helps nobody, so departures are scheduled.
- The promise date is the test
- If that has passed, call us. Before it, a quiet timeline is usually fine.
Offline
A scan in a valley with no signal still counts
Riders work in places with no bars for hours. Scans are stored on the phone with the time they actually happened and upload when signal returns — so an event can appear later than it occurred.
- Timestamped at the scan
- Not at the upload. Your timeline shows when it really happened.
- Never lost
- The queue is durable. A phone that runs out of battery still has the scans when it charges.
- Never duplicated
- Each queued write carries an id, so a replay after a flaky connection cannot double an event.
Inside the hub
Most scans happen while you are asleep
The overnight sort is where a parcel changes vehicles and gets its most informative scan. If you look at the timeline in the morning, that is what appeared.
- Belt scanners, not clipboards
- Labels are read as parcels move, so mis-sorts are caught before they travel.
- Manifested at both ends
- Every vehicle is scanned out and scanned in, so a missing parcel is found the same night.
- Exceptions raised same shift
- A parcel that misses a departure is flagged before the branch opens.
For merchants
Do not make your customers come to us
The public tracking endpoint takes a tracking number and no credentials, so you can render live status on your own order page instead of sending people to a third-party site.
- No authentication
- Safe to call from a browser on your order confirmation page.
- Webhooks push the change
- So your order status updates itself rather than waiting for someone to check.
- Full event history
- Including failure reasons, which is what your support team actually needs.
COD parcels
The amount is in the SMS, before the doorbell
Half of COD friction is a surprise at the door. The recipient gets the tracking link and the exact figure at dispatch, so the notes are counted in advance.
- Exact amount, sent early
- Not read out by a rider standing at the gate.
- Refusal is recorded honestly
- If someone declines to pay, that is the reason on the timeline.
- Partial acceptance captured
- Rather than being flattened into a whole failed delivery.
Promise dates
Every parcel carries a date from the moment it is booked
Set from the destination zone, shown in the summary, and sent to the recipient. Nobody has to guess, and nobody has to ask.
- Working days, seasonally aware
- Saturday is Nepal’s weekend, and monsoon extends hill routes. Both are in the date.
- Same date for both parties
- Merchant and recipient see the same window, so there is nothing to reconcile.
- Express refunds if missed
- On express service, missing the window refunds the premium automatically.
Live network
Thousands of scans a day, all landing in one place
Every rider phone, every hub scanner and every branch counter writes into the same event stream. That is what makes the page you are reading a record rather than an estimate.
- One event stream
- No separate system for partner routes that customers can see a seam in.
- Append-only
- Events are never edited or deleted, so history cannot be quietly rewritten.
- Same data for support
- The person on the phone is looking at exactly what you are looking at.
Still not right?
Call with the tracking number and it is a short conversation
1660-01-55555, Sunday–Friday, 09:00–18:00 NPT. Support has the same operational board dispatch has, so they can move a parcel rather than just apologise for it.
- Have the number ready
- It turns a five-minute call into a thirty-second one.
- Address corrections reach the rider
- Before the next attempt, if you call before it goes out.
- Escalation is a normal request
- Ask for operations if the first answer does not resolve it.
The last mile
Behind every line on that timeline is a person
A rider on a scooter, in traffic, finding an unmarked gate in a ward with no street numbers. The tracking page is the record of their day as much as of your parcel.
- Scanned by hand, at the door
- Not generated by a system guessing where something probably is.
- Three attempts before returning
- Each one a real journey, each one recorded.
- Salaried routes
- So waiting two minutes at a gate is not a financial penalty for the rider.
Questions
Tracking questions
The ones people ask with a tracking page already open.
Where do I find my tracking number?
My tracking has not updated for two days.
What does "delivery attempted" mean?
Do I need an account to track?
Can I change the delivery address from the tracking page?
The status says delivered but I did not receive it.
Sending rather than waiting?
If you are the one shipping, a business account gets you bulk booking, printed labels and weekly settlement on a fixed day.
Ship with a courier that tells you the truth
Every scan published, every failure explained, and a promise date set from the actual road rather than the best case.