nShift — Tracking & Shipping Investigations (Check!)
Article type: Process / Reference | Audience: Support Agents | Visibility: Internal Only
Overview
Both signadmin and nShift is the carrier management portal used to look up shipment tracking information and raise shipping investigations. You use this tool when a customer reports that their order has not arrived, is delayed, or has been returned.
For basic tracking, you can also use the carrier's own portal (e.g. DHL directly). Ongoing/nShift gives you more detailed dispatch and handling information at the warehouse level.
When to Use Ongoing / Carrier Portals
| Situation | What to do |
|---|---|
| Customer asks "where is my order?" | Check tracking status in Ongoing or carrier portal |
| Order shows as shipped but customer has not received it | Look up the tracking details and check last scan point |
| Order appears stuck or delayed | Check carrier portal for delay information; if no update after 5+ business days, raise an investigation |
| Order returned to sender | Confirm return in Ongoing, coordinate redelivery or refund |
| Customer received wrong / damaged item | Check shipment info; escalate to Production via Slack |
How to Look Up a Shipment
- Open Ongoing/nShift (via browser — internal URL)
- Search by order number or tracking number
- Review the shipment status and last scan location
- If the order is confirmed as lost or significantly delayed, raise a carrier investigation (see below)
Tip: Always check SignAdmin first for the order's tracking number and carrier before going to Ongoing/nShift.
Raising a Carrier Investigation
If an order is lost or stuck with no tracking update for more than 5 business days (standard) or 3 business days (express):
- Confirm in Ongoing/nShift that the parcel has no recent scan activity
- Escalate to the Team Lead or follow the market-specific investigation process
- Contact the carrier directly if required (DHL, PostNord, etc.) using the tracking number
- Add an internal note in Zendesk with the investigation details
- Inform the customer that an investigation has been opened and provide an estimated resolution timeframe
Carriers by Market
Different markets use different primary carriers. Refer to the Market-Specific Rules & Exceptions article for a full breakdown. Common carriers include DHL, PostNord, DB Schenker, UPS, and Royal Mail depending on the destination.
What to Do if Ongoing / nShift Is Down
- Use the carrier's own portal directly to check tracking
- If neither is accessible, inform the customer that you are investigating and will follow up
- Notify your Team Lead
Related Articles
- Late, Missing and Expedited Orders
- Market-Specific Rules & Exceptions
- Escalation Matrix — Who Handles What
- Tools Overview — What We Use and What Each Tool Is For