No first scans

What is a no-first scan? 

No first scan happens when the ShipHero warehouse creates a label, but no further updates are available on the tracking link. Our shipping container feature will serve as the initial reference point for the cases handled by the ShipHero warehouse team to determine if we handed the package to the correct carrier.

No first scan tracking link example:

What are the shipping containers? 

At ShipHero facilities, we utilize ShipHero shipping containers to track our warehouse operations. This process allows us to monitor how our packages are scanned and sorted at the warehouse, making identifying the root cause of any issues easier. 

In our ShipHero container function, our warehouse packers can see all the orders that were tracked and scanned into the container: 

How to determine if you are eligible for a shipping cost credit? 

ShipHero's claim team allows up to a 20-day grace period for tracking updates. The package is declared lost or unreachable if there is no movement within this time frame.

• If our warehouse team sorted the package incorrectly, we will analyze the situation, and in some cases, we may credit back the shipping cost. 
• If the package appears as scanned in the Shiphero app, it indicates that we have placed it in the appropriate container. Nevertheless, there may be instances when the carriers do not scan the packages at our facilities. In such cases, we will assess the situation and provide a credit for the shipping cost.

Note: The ShipHero shipping containers are only available for ShipHero-generated labels (small parcel labels, generic labels, FBA orders, Passport orders, 3rd party labels are not included).