Once you've prepared a customer order for shipping, it's important to ensure that the shipping label is accurate, the package is handed over correctly, and the shipment can be tracked.
Rootsy integrates with eShipper to support shipping calculations and fulfilment services for physical products.
This guide explains how sellers can review shipping information, manage labels, track shipments, and respond to delivery-related issues.
1. Access Your Order's Shipping Information
To review the shipping details for a customer order:
Visit www.rootsy.ca.
Sign in to your Rootsy seller account.
Open your Seller Dashboard.
Select Orders from the navigation menu.
Locate the order you need to ship.
Open the order and review the available shipping and fulfilment information.
Depending on the order's status and shipping arrangements, you may see carrier, shipment, label, or tracking information.
2. Understand How Shipping Works on Rootsy
Rootsy uses an eShipper integration to help coordinate shipping services.
The shipping process involves three main parties:
Rootsy
Provides the marketplace and integrated shipping workflow.
Seller
Prepares the correct products, packages the shipment, supplies accurate information, and completes the applicable shipping steps.
Shipping Carrier
Handles the physical transportation and delivery of the package under the selected service.
Rootsy is not itself the courier transporting the package.
The available carrier services, labels, pickup arrangements, and tracking features depend on the specific order and shipping configuration.
3. Review the Shipping Details Before Creating or Using a Label
Before proceeding with a shipment, verify the information available for the order.
Check:
Customer order number.
Product and quantity.
Shipping origin.
Recipient delivery address.
Package dimensions.
Package weight.
Applicable carrier service.
Special handling requirements, where applicable.
The package measurements should reflect the actual parcel being shipped, including appropriate packaging.
Incorrect shipping information can lead to additional charges, delays, or delivery problems.
4. Obtain Your Shipping Label
Where a shipping label is available through Rootsy's integrated shipping workflow:
Open the relevant order.
Locate the available shipping or label controls.
Follow the displayed instructions for obtaining the label.
Review the carrier and recipient details.
Confirm the shipment information is correct.
Download or print the label if the workflow provides that option.
If a label isn't available or the shipping workflow displays an error, contact Rootsy Customer Support.
Important: Do not create an unrelated shipping label or purchase an alternative shipping service unless that arrangement is authorized for the order.
5. Check Your Shipping Label Before Printing
Before attaching a label, verify:
Recipient name and delivery address.
Sender or pickup address.
Tracking number, where provided.
Selected carrier.
Shipping service.
Package information.
Any required barcodes or handling instructions.
If the label contains incorrect information, do not use it.
Contact Rootsy Support to determine the appropriate correction process.
6. Print and Attach the Shipping Label
Follow the carrier's requirements for printing and attaching labels.
General shipping-label recommendations include:
Print the label clearly.
Avoid reducing the barcode's readability.
Attach the label securely to the outside of the package.
Keep the barcode flat and visible.
Avoid placing the label over a package seam or heavily curved surface.
Remove or cover outdated shipping labels on reused packaging.
Ensure the correct label is attached to the correct order.
A damaged, unreadable, or incorrect label can cause routing errors and delivery delays.
7. Arrange Package Pickup or Drop-Off
Depending on the shipping service, the parcel may need to be:
Collected by a carrier.
Dropped off at an authorized carrier location.
Handed over through another approved shipping arrangement.
Follow the instructions provided for the relevant shipment.
If the service includes a scheduled pickup:
Confirm the pickup arrangements.
Have the package ready.
Ensure the pickup address is correct.
Follow any carrier packaging or handoff instructions.
Retain available proof of pickup.
If you're required to drop off the package, use the correct carrier location and retain the acceptance receipt where possible.
8. Confirm That the Package Has Been Shipped
After handing the parcel over to the carrier, follow the shipment confirmation process available in your Rootsy Seller Dashboard.
Depending on the workflow, this may involve reviewing or confirming:
Shipment status.
Carrier information.
Tracking number.
Dispatch or handoff details.
Never mark an order as shipped before the parcel has actually been transferred to the carrier.
If the shipment information does not update correctly, contact Rootsy Support.
9. Find and Use the Tracking Number
A tracking number identifies a parcel in the carrier's shipment-tracking system.
When a tracking number is provided, you can use it to follow the shipment's progress.
To locate available tracking information:
Sign in to your Seller Dashboard.
Open Orders.
Select the relevant order.
Review the shipping or fulfilment details.
Locate the carrier and tracking information, if available.
Tracking may also be accessible through an approved carrier tracking page.
Do not share tracking information with unauthorized third parties.
10. Understand Common Tracking Statuses
Carrier terminology varies, but the following statuses are common.
| Tracking status | What it generally means |
|---|---|
| Label Created | Shipping information has been generated, but carrier acceptance may not yet be confirmed. |
| Accepted or Picked Up | The carrier has received the package. |
| In Transit | The parcel is moving through the carrier's network. |
| Out for Delivery | The package is scheduled for a delivery attempt. |
| Delivered | The carrier has recorded a successful delivery. |
| Delivery Attempted | The carrier attempted delivery but could not complete it. |
| Exception | An issue may be affecting the normal shipment process. |
| Returned to Sender | The parcel is being returned to the shipping origin. |
These are general carrier-status explanations. The exact descriptions used by Rootsy or the selected carrier may differ.
11. What if Tracking Has Not Updated?
Sometimes tracking information does not update immediately after a shipping label is created.
This can happen when:
The carrier has not yet received the parcel.
The parcel has not received its first scan.
Tracking events have not synchronized.
A carrier system is experiencing delays.
If tracking hasn't updated:
Confirm whether the carrier actually received the package.
Check any available pickup or drop-off receipt.
Review the tracking number.
Check the carrier's available tracking information.
Contact Rootsy Support if the issue continues.
Important: A created shipping label does not prove that the carrier has received the package.
12. What if the Shipping Label Is Incorrect?
If a label shows an incorrect address, package weight, service, or other shipment detail:
Stop the shipment before carrier handoff, if possible.
Review the order and label information.
Do not manually alter the printed barcode or tracking details.
Contact Rootsy Support.
Follow the approved label correction or replacement instructions.
Do not assume that editing the original product listing will automatically correct a label that has already been created.
13. What if the Carrier Misses a Scheduled Pickup?
If a carrier does not arrive as expected:
Check the scheduled pickup information.
Confirm the package was ready at the correct location.
Review any carrier updates or notifications.
Keep the parcel secure.
Contact Rootsy Support if assistance is needed to resolve or reschedule the pickup.
Do not mark the package as shipped until the carrier has accepted it.
14. What if the Shipment Is Delayed?
Shipping delays can occur because of weather, carrier operations, incorrect addresses, customs or regulatory issues where applicable, or other transportation disruptions.
If a shipment is delayed:
Review the latest tracking status.
Check for delivery exceptions.
Confirm whether additional information is required.
Retain relevant shipment records.
Contact Rootsy Support if the delay requires investigation.
Do not promise a revised delivery date unless it has been appropriately confirmed.
Carrier delivery estimates are not guaranteed unless the selected service expressly provides a guarantee.
15. What if Tracking Says Delivered but the Buyer Has Not Received the Package?
If a buyer reports that an order is missing despite a delivered status:
Review the order number and tracking information.
Confirm that the tracking number corresponds to the correct shipment.
Check the recorded delivery date and any available delivery details.
Retain available proof of handoff and delivery.
Report the issue through Rootsy Customer Support.
Cooperate with any carrier investigation.
Do not assume the buyer has received the package solely because the tracking status says Delivered.
Rootsy may coordinate an investigation and determine the appropriate next steps under its shipping and refund policies.
16. What if a Package Is Lost or Damaged During Shipping?
If a shipment is reported lost or damaged:
Locate the original order.
Review the tracking history.
Gather the shipping label and tracking reference.
Retain proof of carrier handoff, where available.
Preserve photographs or other relevant evidence.
Contact Rootsy Support.
Follow the applicable investigation or claims process.
Any reimbursement, replacement, or refund depends on the circumstances, applicable policies, and carrier arrangements.
Sellers should cooperate with reasonable documentation requests.
17. What if the Package Is Returned to Sender?
A carrier may return a parcel because of:
An incomplete or incorrect address.
Failed delivery attempts.
Refusal of delivery.
Carrier restrictions.
Packaging or shipping-label problems.
If a package is being returned:
Review the tracking information.
Identify the reason for the return, where available.
Contact Rootsy Support.
Keep the product secure if it is returned to you.
Follow the instructions regarding reshipment, cancellation, or refund.
Additional shipping charges may apply depending on the circumstances and applicable terms.
Do not reship a returned parcel to a different address without authorization.
18. Shipping Multiple Orders or Multiple Sellers' Products
Rootsy is a multi-seller marketplace.
A customer may purchase products from different sellers in the same checkout transaction.
As a seller:
Fulfil only the products assigned to your store.
Use the correct shipment information for your order.
Do not attach another seller's label to your package.
Do not combine unrelated orders unless authorized.
Keep tracking references associated with the correct shipments.
Orders involving multiple sellers may arrive in separate packages and on different dates.
19. Protect Customer and Shipment Information
Shipping records may contain personal customer information.
Sellers should:
Access shipment information only for legitimate business needs.
Keep customer addresses confidential.
Avoid sharing labels publicly.
Store shipping records securely.
Use approved customer communication channels.
Follow Rootsy's Privacy Policy and Seller Terms.
Do not use customer delivery information for unrelated marketing or personal purposes.
Frequently Asked Questions
Where can I find shipping labels for my orders?
Open the relevant order in your Seller Dashboard and review the available shipping controls. Label availability depends on the order's shipping workflow.
Does Rootsy use eShipper?
Yes. Rootsy integrates with eShipper to support shipping calculations and fulfilment services.
Can I choose any courier?
Available carrier services depend on Rootsy's approved shipping arrangements. Do not use an alternative service without authorization.
Can I print a label more than once?
If the platform provides an existing label download or print option, follow its instructions. Reprinting a label does not necessarily create a new shipment.
Why does tracking show Label Created?
The carrier may not yet have received or scanned the package.
When does tracking start working?
Tracking updates depend on when the carrier receives and scans the parcel and when those events become available in the tracking system.
Do buyers receive tracking information?
Tracking information may be made available through the applicable Rootsy order and notification workflow.
Can I update a shipping address after a label has been created?
Address changes may require a corrected label or an approved carrier process. Contact Rootsy Support before making changes.
What if the buyer reports a missing delivery?
Review the tracking information and contact Rootsy Support so the issue can be investigated.
Who pays for extra carrier charges?
Responsibility depends on the cause of the adjustment, the applicable shipping arrangements, and Rootsy's policies. Incorrect seller-provided measurements may result in additional seller charges.
Do digital products require shipping labels?
No. Digital products are delivered electronically and do not require physical shipping labels or carrier tracking.
Need Help With Shipping or Tracking?
Rootsy Customer Support can assist with shipping-label issues, tracking problems, missed pickups, delayed shipments, returned parcels, and delivery disputes.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
When contacting support, please provide:
Your registered store name.
The relevant order number.
The shipping carrier, if known.
The tracking number, if available.
A brief explanation of the issue.
Supporting screenshots or shipment records, where appropriate.
Do not share account passwords, verification codes, or sensitive payment information.
Rootsy — Stronger Together, Locally Rooted.
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