> ## Documentation Index
> Fetch the complete documentation index at: https://docs-pro.global-e.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Tracking an Order

**To track an order:**

1. Access the Tracking Portal:

   From the [Tech Support Help Center](https://service.global-e.com/), click **Where is My Order**?

   <Frame>
     <img src="https://mintcdn.com/globale-pro/DI7MhNRIGZmJisxS/images/uuid-c9ccb6e2-d34d-5594-ce04-0e629ed23c55.png?fit=max&auto=format&n=DI7MhNRIGZmJisxS&q=85&s=f35b62ab08b5174f491731a529a6b182" width="843" height="587" data-path="images/uuid-c9ccb6e2-d34d-5594-ce04-0e629ed23c55.png" />
   </Frame>

   Alternatively, you can access the Tracking Portal directly: [https://service.global-e.com/track-my-order](https://service.global-e.com/track-my-order)

   The Tracking Portal opens showing the Track Orders view.

   <Frame>
     <img src="https://mintcdn.com/globale-pro/ZZL9nUpH-VJskFgH/images/uuid-7e78ef7c-2644-6fa5-5daa-ee3d4681f408.png?fit=max&auto=format&n=ZZL9nUpH-VJskFgH&q=85&s=c017dfea87d3509847455f6095d394b8" width="385" height="250" data-path="images/uuid-7e78ef7c-2644-6fa5-5daa-ee3d4681f408.png" />
   </Frame>
2. Enter your *Global‑e Order ID* or Merchant Order ID.
3. Enter the *email* address used to place the order.
4. Click **Track Order**.

   The order opens, showing the order details and status, and the Order ID as you entered it.

   <Frame>
     <img src="https://mintcdn.com/globale-pro/03R8uscobgLW4hbM/images/uuid-910e9b3e-c598-a91c-4949-1bd9a204174b.png?fit=max&auto=format&n=03R8uscobgLW4hbM&q=85&s=76d0fa3347bed64a4e2e6e933cca824d" width="1840" height="812" data-path="images/uuid-910e9b3e-c598-a91c-4949-1bd9a204174b.png" />
   </Frame>

   <Note>
     Note for the Merchant: You can request that Global‑e adds the following product parameters for

     `TrackingPortalProductAttributesFormat`

     Default: `%Product Image% %Product Name% %Product Description%`

     Supported parameters:

     * `{ProductName}`
     * `{ProductDescription}`
     * `{DutyCategoryName}`
     * `{ProductCode}`
     * `{ProductMetaData}`
     * `{ProductGroupCode}`
     * `{FirstProductCategory}`
     * `{LastProductCategory}`
   </Note>
5. Optional: If required. click **Track Another Order**.

   You are redirected to the Track Orders view. The Order ID and email address are cleared.

<Note>
  * **Marketplace Order** - If the order has an associated marketplace order ID, then the order identifier can accept the marketplace order ID.
  * **Mixed Order** - Once searching for a sub-order, all the Mixed Order associated parcels will be displayed with an appropriate tracking status. Searchable by Merchant Order ID / Global-e Order ID.
</Note>

## Error Messages

An error message is displayed in the following cases.

| Error                                                 | Description                                                                                                                |
| ----------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------- |
| Sorry, we couldn’t find that order id in our database | There is no order that matches the provided order ID and email. Make sure to enter the correct order ID and email address. |
| There are multiple orders with these details          | We found several orders for this merchant (or marketplace) order ID and email combination.                                 |
| Enter a valid mail address                            | Make sure to enter the email address used to place the order.                                                              |