Shipping Status for Returns changes to "In Transit" when label is created

[aaelghat]

This past week there appears to have been a change to shipping status for returns.

Previously, "In Transit" meant that the package had been scanned by the carrier and not yet delivered. About a week ago that seems to have changed because I have a number of return packages where the return label was created (I run a rental service and send the return label with the item), and the shipping status shows "In Transit" the truck icon.

This is not helpful because I previously relied on the status to indicate who had not yet "put the package in the mail". Now all packages (other than delivered) show "In Transit", so I have to check the individual USPS tracking to see if just the label had been created or if it had actually been scanned.

I have sent several messages to support about this change in behavior, along with screenshots and tracking links to illustrate the issue, and they have been unhelpful in just spitting back the standard definition of "unknown" and "in transit" which is contradicted by the evidence I have supplied.

[CaraAdmin]

Hello @aaelghat 

Thanks so much for reaching out! I took a closer look at the shipment status, and here’s what’s likely going on:

A shipment is marked “In Transit” as soon as the carrier receives the label information. This can happen in one of two ways:
• when the package receives its first physical scan at the carrier’s facility, or
• when the carrier receives the shipment data electronically.

In your case, it appears that the carrier has received the electronic shipment data, which is why ShipStation is already showing the 'In Transit' status—even though the package may not have undergone its first physical scan yet. I’ve also included a link to our Help Center article, which provides more details on tracking statuses, in case it’s helpful for you or anyone else in the community.

I’ve passed your feedback along to our development team as well. We genuinely appreciate the insights from our valued merchants, and your input helps us continue to improve the experience. 

If you have any other questions or need help reviewing any tracking details, please don’t hesitate to let us know—we’re here to help!

Happy Shipping!

-Cara

[aaelghat]

Thanks for the reply. I believe that about two weeks ago or so the behavior changed - previously, after the label was created, but before the first scan, the status was "unknown". After the first scan the status changed to "In transit". 

How do I know this? Because I run a rental business where every package I send out has a return label in the package. I send customers reminder emails where the status is "unknown", reminding them to put the package in the mail. Now I cannot do that because both packages with just the label created, and those that have been scanned have a status of "in transit", so I cannot send emails based on the status of unknown anymore. 

I would ask you to please restore the behavior to how it used to work so that return packages where the label was created is again, "unknown".  The "In Transit" status for a return label that was created doesn't make sense if the label never enters the mail stream and the return package may never be returned.