Tracking

Updated 11 November 2026

Overview

This article covers the Tracking page. The page has no settings of its own. It holds two reminders about settings that live on each return policy, because those two settings decide how well tracking works for you and your shoppers.

Use the menu on the left to quickly navigate this article.

The page

In the admin, go to Shipping > Tracking.

Screenshot

Shipping > Tracking, the Policy configurations card with its two lines

The page has one card, Policy configurations, with two lines. Neither line is a link and there is nothing to save on this page.

• Set policy processing events: the line reads We recommend setting each return policy's processing event to "In transit". The processing event is set on each outcome of a return policy; see Outcome settings that every outcome shares.
• Configure return instructions: the line reads Update your return instructions to tell shoppers to look out for return status emails. Return instructions are set on each return policy; see Advanced settings.

How tracking moves a return

A return with an EasyPost label is tracked from the moment the label is made. Each carrier scan reaches ReturnZen through the EasyPost webhook and does three things: it updates the Shipping status column on the returns list, it moves the progress bar on the shopper's status page, and it fires the policy's processing event when the scan matches it.

• Processing events. Pre transit, In transit, Out for delivery and Delivered apply to returns with an EasyPost label, and to a self-ship return once the shopper adds a tracking number. With In transit, the refund, exchange or store credit goes out at the carrier's first scan. See Processing a return.
• A shopper's own tracking number. On a self-ship return the shopper can type a tracking number on the status page. It counts as in transit only when the carrier's scan shows the package heading to your return address. See Self-ship returns.
• The status page. The shopper sees a progress bar that reads Submitted, Shipped, Received, Approved and then the outcome. See The status page.

Note: The first scan of a label reaches ReturnZen through the EasyPost webhook, so the webhook address and signing secret must be set up. After that first scan ReturnZen also checks the carrier itself every few hours. While EasyPost is switched off or has no key saved, those checks stop. See Shipping services and the EasyPost connection.

Related articles

• Outcome settings that every outcome shares
• Processing a return
• Troubleshooting label errors

FAQ

A return's shipping status stays on New and never moves to In transit. What should I check? Usually the package has not been scanned yet, or the EasyPost webhook is not set up. See Troubleshooting label errors.

Why is there nothing to switch on here? Tracking is always on for returns with an EasyPost label. The choices that matter are the processing event and the return instructions on each policy.

Please reach out to support@returnzen.app with any additional questions.