Brainerce HelpShipments
What Brainerce tracks for every parcel across your orders, why this page is staff-only, and what to use instead.
You cannot open this page. Shipping → Shipments is a platform-managed surface restricted to Brainerce staff. Clicking it redirects you to Zones & Rates. That is the gate working, not a bug or a permission you can be granted. This article documents what Brainerce sees on your behalf, so support can talk you through a parcel. To check a parcel yourself, use the Shipping overview (Shipping overview) or open the order and see Order status and shipping.
Shipments lists every parcel created across all orders. Where the Shipping overview asks "what still needs to go out?", this page answers "where is everything that already has?".
What's in the list
The list is a table like the others in the dashboard: one row per parcel, and the columns can be shown, hidden, reordered and resized. Each row shows the order, the recipient, the destination and the address it ships from, the carrier and service, the tracking number (click it to copy, or follow the link to the carrier's page), the status, the last update the carrier reported, the estimated delivery date, a link to the label, the rate paid and when it was created. You can filter by status.
The menu at the end of a row lets Brainerce staff open the tracking history of a shipment: the events as the carrier reported them, not just the latest state. The same menu copies the tracking number and opens the carrier's page or the label. The page is not open to merchants; the tracking number on the order is what you see, and support can read the rest of that history to you.
Shipment statuses
| Status | What it means |
|---|---|
| Pending | The shipment exists but no label has been bought yet. |
| Label Created | Label purchased. The carrier hasn't scanned the parcel yet. |
| In Transit | The carrier has it and it's moving. |
| Out for Delivery | On the van, going out today. |
| Delivered | Arrived. |
| Return to Sender | Coming back, usually a bad address or a failed delivery attempt. |
| Failed | The carrier couldn't complete it. |
| Cancelled | The shipment was cancelled; if a label had been bought, it is voided at the carrier. |
These are the statuses support will quote back to you, and the two worth asking about are what's stuck in Label Created and never got scanned, and what's heading back as Return to Sender. Filtering across all parcels is done on this staff-only page; on your side, each order shows its own shipment's status.
Label Created that never moves is the one to watch. It usually means the parcel was never handed over. The carrier has no record of it, so the customer's tracking link shows nothing and they'll email you before you notice.
Cancelling a shipment
Cancelling a shipment voids its label with the carrier, so nobody is billed for postage that wasn't used.
You can do this yourself, from the Shipping overview, not from this page. Under Shipments on Shipping, a parcel that has not been picked up yet (Label ready, Shipment created or Label not ready) has a Cancel shipment link (you need permission to fulfil orders). It only works while the courier has not collected the parcel, and it only applies to a label bought through a connected carrier that supports cancelling: EasyPost, HFD and Cheetah do, Shippo does not (void a Shippo label in your Shippo account). See Shipping overview. A tracking number you recorded by hand has no label to void; just correct or clear it on the order.
Where shipments come from
- Add tracking, for a parcel you posted yourself. See Order status and shipping. This is the only route available to you, and for most stores it is the whole workflow.
- Buy label, for a connected carrier. You connect a carrier yourself from Apps (the Shipping tab); there is no Shipping → Carriers page. Without a connected carrier, Brainerce buys no labels and no tracking events arrive on their own.
- A return label, for a parcel coming back. Only EasyPost supports it. You can buy one through the admin MCP tool
create_return_label, by asking the AI assistant, or from code with the SDK in admin mode (createReturnLabel, which needs an API key with the fulfil orders permission). It is not on the public/v1API, and there is no dashboard button for it. A return appears as its own shipment, and a return arriving at your warehouse does not complete the order.
What you can see yourself
The Shipping overview lists your latest parcels, the paid orders waiting for a label, and anything that needs attention. It is the merchant version of this page, with fewer rows. See Shipping overview.
What's next?
- Order status and shipping covers recording tracking on an order.
- Shipping zones and rates covers what the customer pays.
Connect Cheetah for deliveries in Israel
Connect your Cheetah account so Brainerce creates the delivery, gets the label and tracks the parcel for you, then see exactly what Cheetah does and does not do.
Taxes
Decide whether your prices include tax, and add the rates you need to collect by country or region.