This article provides a clear overview of issues encountered in the API and online container tracking solutions, outlines possible scenarios, and explains how to determine which cases should be forwarded to Customer Support.
Below are common issues or errors, along with possible scenarios, explanations, and suggested actions:
USER COMPLAIN | POSSIBLE SCENARIOS / ERROR MESSAGE | EXPLANATION / RESOLUTION |
Origin/Final Port missing | The carrier website is also not providing this information | Since we are taking this crucial information from the carrier itself, and in this case, the carrier doesn’t have an event that could indicate what is a port of load / final port of discharge - we are also not able to provide this information. |
| In case the website of the carrier provides this information. | Contact us at [email protected] to investigate further |
| In case we do have events, but the details are not generated on our end | Contact us at [email protected] to investigate further |
| In case we don't have one of these events for the Origin/Final Port, then we will not be able to generate these fields. | No action needed. |
Old data being represented in response | Check what information the carrier reports for this shipment, and if it matches our response. | The customer getting the information while the container is being leased to another carrier, therefore the retrieved data will be old. To verify search for first 4 letters of CN here → Container BIC Code Lookup Tool. |
| If this is not the case and the user either subscribed with another transportation document, you can't find any data, or it doesn't match. | Contact us at [email protected] to investigate further |
Current Port missing | If vessel is currently sailing, then the current Port is expected to be empty. | If the vessel carrying the shipment is physically not in the Port - then this will be empty/null. |
| If vessel is currently at the Port and we don't show this in our response | Contact us at [email protected] to investigate further |
Significantly less number of events | If we have the same number of events as the carrier | As we can observe on the official website of the carrier, the same events are being presented. Unfortunately, we cannot produce more events than what is carrier reports to us due to the carrier being the one responsible for the transportation of the shipment. |
| If there is an inconsistency/difference between our response and the carrier information | Contact us at [email protected] to investigate further |
Can’t see shipment | If you can't see the shipment - provide more information (for example tag name if you used one, API key you used) | Contact us at [email protected] to investigate further |
No transportation plan being generated in online solution | If transportation plain is not generated. | Our solution is a combination derived from multiple sources, and in case we are not able to extract a route from the data - this message will be shown. |
No events defined by carrier | If the carrier didn't report events even on their website. | This error means that the carrier of this shipment is having internal system issues, and due to that, is unable to provide events for its customer. We will retry to get information for the next 60 hours - in case we failed within minutes of confirming this error, the refund of the shipment will be processed. |
| If the carrier did report events on their website | This error means the carrier of this shipment failed to provide events. Our system will keep trying to get information for the next 60 hours, however, in case it fails within minutes of confirming this error, your shipment’s refund will be processed. If you have confirmed information on when is the day of departure, we recommend subscribing to the shipment again a few days before the date of departure. |
| If the SCAC code that they subscribed with is not the carrier’s, but rather is that of the manufacturer or leaser of the container, or if they subscribed with the AUTO option and it points to the very same | AUTO-detect works well in Carrier owned containers, but will not work well in third-party-owned or leased containers, and might lead to the return of tracking information of a past shipment that used the specific container. |
Carrier unresponsive | If the carrier didn't report any events. |
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| If the carrier did report events. | Contact us at [email protected] to investigate further |
Carrier canceled shipment | SEALINE_CANCELED_SHIPMENT | This error means the carrier of this shipment has canceled this shipment. A refund for this shipment will be given to you in a matter of minutes after receiving this error. |
Wrong carrier | WRONG_SEALINE | This error means that the carrier you have entered for this shipment is wrong. A refund for this shipment will be given to you in a matter of minutes after receiving this error. We would recommend trying to subscribe again after checking to make sure that all of the information needed to subscribe to shipment successfully is correct. |
| WRONG_NUMBER | Below are the accepted transportation number and how to identify them, to avoid wrong number: |
Carrier system under maintenance | SEALINE_UNDER_MAINTENANCE | This error means that the carrier of this shipment is having internal system issues due to maintenance, therefore it is unable to provide events. Our system will keep trying to get information for the next 60 hours, however, in case it fails within minutes of confirming this error, your shipment’s refund will be processed. |
No information provided by carrier | If the carrier didn't report events even on their website. | This error means the carrier of this shipment is not providing vital information regarding this shipment. Our system will keep trying to get information for the next 60 hours, however, in case it fails within minutes of confirming this error, your shipment’s refund will be processed. |
| If the carrier did report events on the website | This error means the carrier of this shipment is not providing vital information regarding this shipment. If you have confirmed information on when is the day of departure and you have subscribed a significant amount of time before the departure date, we recommend subscribing to the shipment again a few days before the date of departure. |
| NO_CONTAINERS | This error means the carrier of this shipment is not reporting any container in regard to this shipment. Our system will keep trying to get information for the next 60 hours, however, in case it fails within minutes of confirming this error, your shipment’s refund will be processed. |
Carrier not supported |
| This error means the carrier of this shipment is not supported by our solution. A refund for this shipment will be processed within minutes of receiving this error. |
Auto-detect cannot match Carrier for leased containers |
| The reason why we cannot match the transportation document that you have provided is because this carrier is not in the list of our supported carriers. |
| If the carrier is a leaser, | We do not work well in third-party-owned or leased containers, and might lead to the return of tracking information of a past shipment that used the specific container. |
Missing any time reference: ETA, arrival information… etc. |
| Contact us at [email protected] to investigate further |
Next port is missing |
| Contact us at [email protected] to investigate further |
Current voyage information is missing or is incorrect |
| Contact us at [email protected] to investigate further |
Shipment being completed, when it reality it shouldn’t be. |
| Contact us at [email protected] to investigate further |
Shipment being completed, when it reality it shouldn’t be. |
| Contact us at [email protected] to investigate further |
Transportation legs missing. |
| Contact us at [email protected] to investigate further |
If you receive any other messages or encounter issues not listed above, please feel free to contact us at [email protected] so we can investigate further.