What do the different statuses in the Send Tracker mean?

In your Send Tracker, you may notice a variety of statuses related to each of your Sends. Here is a breakdown of what each status means. For more information on the Send Tracker, click here.

eGifts

Sent: When the eGift offer is initiated. The recipient has not opened the email at this point.

Opened: When an eGift offer email is viewed by the recipient. The recipient has not selected their eGift at this point.

Clicked/Redeemed: When an eGift offer link is clicked. The eGift redemption page is displayed to the recipient but they have not confirmed their email address to receive the eGift code. Once the email has been verified, the eGift is now considered Redeemed.

Used: When an eGift is selected and the recipient has received their eGift code. Note that this does not indicate when the user actually used the eGift, only that they generated the code.

Expired: When an eGift offer is no longer available to redeem. If the recipient opens the eGift while the offer is still available, they will have 90 days from the send date to select their eGift before it expires.

Expired and Credited: If the eGift was never opened and is still in Sent status by the date the eGift offer expires, we will credit the funding source as soon as it expires. This status is also used for emails that are bounced.

Physical Sends

Confirming Address: Waiting for the recipient to confirm/update their mailing address. For more information about Address Confirmation, click here.

Address Confirmation - Canceled: Address Confirmation has expired, and the order was canceled. 

Order is Processing: The order has been submitted to our warehouse team for processing. If your order has been in Processing status for more than 7 days, please contact Support.

Issue - Address Exception: Order delayed due to an issue with the recipient’s address. Reach out to Support with the order number for assistance.

Issue - Product Exception: There is an issue with the contents/SKUs in the order. Reach out to Support with the order number for assistance.

Shipped: The order has been shipped out. Your Send Tracker should update with a link to the tracking information.

Delivered: The order has been successfully delivered to its destination.

Paused: The order is between the Processing status and Shipped status. There are a number of reasons a send can be paused. If your order has been in the Paused status for more than 3 days, please reach out to Support for assistance.

Undeliverable: Order has been deemed undelivered (potential issue with address, unable to reach recipient, no one home at the time of delivery, etc.) Reach out to Support with the order or tracking number for assistance.

Canceled: The order has been canceled.

Canceled and Refunded: The order has been canceled and funds have been credited back.

Failed: Reach out to Support with the order or tracking number for assistance.

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