Shipment visibility FAQ for shippers, importers and 3PLs
Short, direct answers to the questions logistics teams ask before they move their tracking into ShipmentVisibility. If your question is not here, write to support@shipmentvisibility.com.
Tracking and carriers
Which carriers and modes can I track?
You can track parcel, LTL, FTL, ocean container and air cargo shipments, including major US parcel carriers such as UPS, FedEx and USPS, national and regional LTL carriers such as ODFL, Estes, Saia and XPO, ocean lines such as Maersk, MSC, CMA CGM, Hapag-Lloyd and ONE, and airlines that issue air waybills.
Which numbers can I paste?
Paste parcel tracking numbers, LTL PRO numbers, ISO 6346 container numbers, 11 digit air waybill numbers and bill of lading numbers, one per line or as a CSV file.
How does automatic carrier detection work?
ShipmentVisibility reads the number format and its check digit, for example the owner code and check digit of a container, the airline prefix and mod 7 check of an air waybill, or the 1Z pattern of a UPS number, and assigns the carrier for you.
What if an LTL PRO number matches more than one carrier?
When a PRO format is shared by several carriers, the shipment is marked "LTL PRO, choose carrier" and you pick the carrier once from a short list.
How often do tracking events update?
Events update continuously through the day as carriers, terminals, ports and airlines publish them, and every event is shown as a normalized milestone with its time and location.
Can I track FTL loads?
Yes, FTL loads are tracked by the carrier load or PRO reference, with pickup, in transit, appointment and delivery milestones as the carrier reports them.
ETA and alerts
How is the predicted ETA calculated?
The predicted ETA combines the carrier's own estimate with the latest events, dwell at terminals and ports, and how the same lane has performed recently, and it is shown with a confidence range instead of a single promise.
How accurate is the ETA?
Accuracy depends on the mode and on how often a carrier reports events, which is why every ETA comes with a confidence range that narrows as the shipment moves.
Which events trigger an alert?
Alerts fire on delays, a later ETA, exceptions such as OS&D, missed appointments or failed delivery attempts, long dwell, a container approaching its last free day, and delivery with POD.
Where can alerts go?
Email alerts are included on every plan, and Growth and higher plans also send alerts to Slack channels and to your own webhooks.
Branded page and customers
Can my customers see tracking with my logo?
Yes. On Growth and higher plans, each shipment has a shareable tracking page in your logo and colors, and Enterprise puts that page on your own domain.
Which emails do my customers receive?
Customers can receive shipped, delayed, out for delivery and delivered emails sent in your brand, starting on the Growth plan.
Does the Shopify integration cut "where is my order" tickets?
Yes. Growth and higher plans sync Shopify orders and fulfillments, so buyers get your branded tracking page and proactive delay emails instead of asking your support team.
Plans and billing
How much does ShipmentVisibility cost?
Starter is $49 a month, Growth $149, Pro $499 and Enterprise $1,499, and yearly billing halves each price; see shipment tracking software pricing.
Is there a contract?
No. Every plan, Enterprise included, is self-serve with a public price and no contract or sales call.
What happens when I hit my limit?
Shipments already in your account keep tracking, and new ones wait until you upgrade or until the next billing period starts.
Does deleting a shipment free up my limit?
No. Limits count shipments added during the billing period, so deleting one never returns quota.
How do upgrades and downgrades work?
An upgrade charges the price difference immediately and unlocks the higher plan, while a downgrade takes effect at the end of the current period.
Can I get a refund?
Payments are final, except for a duplicate charge, a proven unauthorized charge or a total failure of the service, as described in the refund policy.
Data and security
Who owns my shipment data?
You do. You can export your shipments and events as CSV at any time, and on Pro and higher through the API.
How long do you keep my history?
History is kept for 90 days on Starter, 1 year on Growth, 2 years on Pro and for a custom period on Enterprise.
How is my data protected?
Data is encrypted in transit and at rest, access is limited by roles, and Enterprise adds SSO and an audit log; read more on the security and data handling page.
Can I delete my account and data?
Yes. Write to support@shipmentvisibility.com from the account owner address and your account data is deleted.
Setup and integrations
Do I need an integration to start?
No. Paste numbers or upload a CSV file and tracking starts right away; integrations are there when you want shipments to arrive on their own.
Which integrations are available?
Shopify starts on Growth, and Pro adds NetSuite, SAP Business One, Microsoft Dynamics, generic CSV and SFTP feeds, a REST API and event webhooks; see shipment tracking integrations.
Can a 3PL give each client its own view?
Yes. Pro and Enterprise include client sub-accounts, so every client sees only its own shipments and tracking page.
How long does setup take?
You can track your first shipments minutes after creating your account, because there is no implementation project; see how shipment tracking software works.