Packing the parcel isn't enough, you need to see its journey too

Carrier API integration means your e-commerce site or order system talks directly to the shipping carrier's system. An API is a gateway that lets two pieces of software ask each other questions and get answers under agreed rules. Once that gateway is open, shipment records, labels, tracking numbers and delivery status are no longer carried over by hand; they pass from system to system on their own.

In a warehouse run by hand, the typical picture looks like this: an order arrives, someone copies the recipient's name and address into the carrier's portal, a label is printed, the tracking number is typed back into the website and the customer is messaged separately. Every step carries a risk of typos, and during the busiest hour of the day one of these steps gets skipped. The purpose of integration is to shorten this chain.

The basic flow in a carrier integration

A well-built flow works roughly like this:

1. The order is confirmed and appears on the warehouse screen.
2. While the parcel is packed, the volumetric weight (desi) or actual weight is entered or calculated from the product record.
3. With one click a shipment is created with the carrier and the barcode label is printed.
4. The tracking number is written to the order automatically and the customer gets an email or SMS.
5. The status updates when the carrier picks up the parcel, when it goes out for delivery and when it is delivered.
6. The warehouse is alerted about parcels that weren't delivered or were returned.

Each step in this flow calls for its own decision. For example, if volumetric weight is to be calculated from the product record, product dimensions must be complete in the system; if they aren't, completing that data is the first job.

Working with multiple carriers

Many businesses start with one carrier and over time add a second and a third depending on region or parcel type. In that case, having the rules defined in the system makes things easier:

Without defined rules, the person in the warehouse decides for every parcel, which means both lost time and inconsistency.

The right information for the customer at the right time

The question customers ask most often is "Where is my package?" When tracking information flows properly to the website, a large share of these questions never reach customer service.

A few suggestions:

• Don't send the tracking number as a bare number; send it with a link that goes straight to the tracking page.
• Show the order status together with the shipping status in the customer's account.
• Don't send notifications too often; "shipped" and "delivered" messages are enough for most customers. An "out for delivery" notice is useful especially for products that require someone to be at the address.
• For parcels that couldn't be delivered, tell the customer clearly what to do.

How is the returns process set up on the carrier side?

Returns are the most neglected part of the integration. When a customer creates a return request, they are given a return code; with that code the customer drops the parcel off at a branch of the contracted carrier. Because the carrier's system recognizes the code, the shipping fee is handled according to your agreement and the parcel can be tracked on its way back to the warehouse.

When the returned parcel reaches the warehouse, these steps should be linked together:

• Inspecting the product and approving the return
• Adding it back to stock or setting it aside as damaged
• Creating the return document on the accounting side
• Starting the refund and notifying the customer

If any of these steps is done by hand, the chain breaks. If the stock side in particular lags behind and you sell on several channels, your marketplace stock synchronization is affected too.

Warehouse checklist

• Weights and dimensions are complete on product records
• The label printer and label size match the carrier's format
• Shipments are created with one click, and addresses are never copied by hand
• The tracking number goes to the order and the customer email automatically
• Rules for multiple carriers are defined
• Return code generation and tracking of return parcels work
• If the carrier is unreachable, the shipment record waits in a queue
• Address data is used only for delivery and not kept longer than necessary

The last item relates to KVKK (Türkiye's Personal Data Protection Law). The recipient's name, phone number and address are personal data; pass the carrier only the fields needed for delivery and state this transfer in your privacy notice.

How we do it at Globya

First we map out one day in your warehouse with you, step by step: where orders come from, who packs the parcels, where labels are printed and how returns come back. Then we connect to the APIs of the carriers you work with as part of our integration service and simplify the warehouse screen around this flow. Our own e-commerce platform, IMFLEXI, comes with carrier connections built in. Companies in the transport business may also want to look at our logistics and transportation page.

Frequently asked questions