Tracking deliveries

In short: Open the order in the Partner app to check collection and delivery progress; use Chat if STREET needs to investigate.

Follow a live order

Open Orders > LIVE ORDERS and select the order. Completed orders are under ORDER HISTORY, where you can use Search history.

The status distinguishes finding a courier, the rider heading to your shop, collection and delivery. Order Status Flow explains the labels. A packed order may still be waiting for a courier; Shopify's fulfilled status is not proof that the customer has received it.

If progress looks wrong

Check your connection and use Retry or Refresh if the order fails to load. If the status still looks wrong or the rider has not arrived, open Chat and include the order number, location and status shown. STREET support handles courier and delivery problems; see Get Help.

If the courier returns the order

Returning to Store means the courier could not complete delivery and is bringing the order back. Returned to Store means it has come back. Open the order for the reason, where available, and contact support if you need help.

This differs from a customer returning goods after delivery. Check the existing refund before issuing one yourself; see Returns and Refunds.