The first movement in a tracking link is the creation of the label. This means a shipping label has been generated. This happens at the packing station and indicates that the order has been processed and will be placed in a shipping container for later pickup by the carrier.
First scan is the carrier's first scan of the package after pickup. When a tracking link shows no first scan, it means the carrier hasn't scanned the package into their system yet, even though a label was created.
How does LVK ensure the package is handed over to the carrier?
At LVK Fulfillment Centers, we use LVK shipping containers to track the packages sent from each warehouse. A shipping container is how we group and scan packages as they're sorted at the warehouse, which makes it easier to identify the root cause of any issues.
Our shipping container feature serves as the initial reference point to determine if we handed the package to the correct carrier.
How can I tell if my package has no first scan?
- Log in to the LVK Portal.
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Go to Reports > Shipments.
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Search for the order in the search bar.
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Scroll right in the table until you see the Tracking Number and Shipping Carrier columns, then click Tracking Link under Shipping Carrier.
The tracking link opens the carrier's tracking page, which shows the most up-to-date information about your order. If the carrier's tracking page shows no information, or shows a message indicating the package was never received, the package may have no first scan.
Tracking Movements on Carrier Sites
LVK provides the tracking URL and tracking number for every order shipped. To track the progress of a shipment, check the package's movements on the tracking page for the specific carrier.
Examples of Carriers' Tracking Pages
Each carrier displays this information differently. Below are screenshots of each carrier's tracking page for the most commonly used carriers in the US and Canada.
USA
| Carrier | Example Tracking Page |
|---|---|
| Better Trucks | |
| DHL | |
| FedEx | |
| GLS | |
| Jitsu/Axlehire | |
| UPS |
|
| USPS | |
| USPS/ACI | |
| Veho |
Canada
| Carrier | Example Tracking Page |
|---|---|
| CanPar | |
| Purolator | |
| UniUni |
What should I do if there's no first scan?
Follow these steps if your package shows no first scan:
- If 72 hours have passed since your label was created with no updates, contact our support team. They will check whether there's an issue with the shipping container.
- If there's no issue with the shipping container, allow up to 15 days for the label to show updates.
- If there's still no progress after 15 days, visit the LVK Knowledge Base and submit a ticket for a Carrier Claim.
There are two common reasons you might not see any tracking updates:
- The package is still in transit, and the carrier hasn't scanned it yet.
- The package was lost due to a carrier error.
While you wait for a resolution, you can choose to reship the order or wait for movement on the tracking link.
Important
LVK will not cover the cost of reshipment if the first scan shows the package was handed off to the carrier from the LVK warehouse.
How to determine if you're eligible for a shipping cost credit
Separately from the 15-day window for investigating shipping container issues, LVK's claims team offers a grace period of up to 21 days for tracking updates across all carriers. For USPS and ACI, that grace period extends to 30 days. If there's no movement within this timeframe, the package is considered lost or unreachable.
For orders shipped via USPS that don't have an initial scan, we're required to request a credit from the carrier for the cost of the unused label. Once the credit is approved, we'll promptly let you know when the amount has been applied to your account. This credit is subject to USPS approval.
- If our fulfillment center team sorted the package incorrectly, we'll analyze the situation, and in some cases, we may credit back the shipping cost.
- If the package shows as scanned in the LVK app, we placed it in the correct container. In some cases, though, the carrier may not scan packages at our facilities. When that happens, we'll assess the situation and may credit the shipping cost.
The LVK shipping container feature is only available for LVK-generated labels, such as small parcel labels and generic labels. It does not apply to FBA orders, Passport orders, or third-party labels.