PostHero is a post-shipment dashboard that gives you real-time visibility into every order after it leaves your warehouse, all the way through final delivery. Use it to move from reacting to shipping issues to proactively managing and optimizing your entire delivery process.
Key Benefits of Using PostHero
- Full Delivery Visibility: Track all outgoing US orders from shipment to final delivery across supported carriers in one unified dashboard.
- Optimize Carrier Strategy: Compare carrier performance and average transit times to identify cost savings and efficiency improvements.
- Proactive Issue Resolution: Quickly find and act on stuck, lost, or delayed orders before they become customer complaints.
PostHero must be enabled on your account. Contact support@shiphero.com for assistance.
Note for 3PLs: Enabling PostHero for your 3PL account does not automatically enable it for your clients — you can track your metrics without clients having visibility into your processes. To enable PostHero for a client, contact Support with the client's Account ID, found on the 3PL Customers page.
In this article:
-
How to Use the PostHero Dashboard
- Dashboard Data & Filters
- Visualizing Delivery Performance by State
- Identifying and Managing Problematic Orders
- Receiving PostHero Summaries via Email
-
Making the Most of your Dashboard
- Connecting PostHero Data to Operations
- Analyzing Carrier Metrics
- Optimizing the "Ready to Shipped" Metric
How to Use the PostHero Dashboard
Access PostHero from the Shipping UI navigation bar. The dashboard provides real-time data and updates hourly (between 11 AM and 11 PM EST).
Dashboard Data & Filters
Filter your view by store, date range, carrier, warehouse, and state to isolate performance metrics.
- Supported Carriers: UPS, USPS, DHL, FedEx, Endicia, Veho, Uniuni, and Shippo.
- Geographic Scope: PostHero only supports orders shipped within the contiguous United States (excluding Hawaii and Alaska). International orders are not supported.
- Multi-Package Shipments: Only the oldest tracking number on a multi-package order is included in PostHero reporting.
Visualizing Delivery Performance by State
The map view uses color-coding to show regional delivery performance based on the average time from order creation to delivery in business days:
| Color | Average Business Days* (Order Created to Delivered) |
|---|---|
| Green | ≤ 3 business days |
| Yellow | ≥ 4 business days |
| Red | ≥ 6 business days |
*What is a business day? We define business days as Monday through Saturday, with no hour restriction.
Identifying and Managing Problematic Orders
PostHero highlights orders that need attention so you can manage customer expectations proactively.
| Status | Definition |
|---|---|
| All | All orders with issues. |
| Delayed | Shipped 7 or more business days ago, not yet delivered, but had a carrier update within the last 2 business days. |
| Lost or Stuck | Shipped but not delivered, and the last carrier update was more than 2 days ago. Remains "stuck" until the carrier updates it or you mark it as resolved. |
Solving an Issue with Manual Resolution
If a customer confirms they received a "stuck" package, click the checkmark next to the order listing to manually resolve it. The order is removed after the next hourly system refresh.
Receiving PostHero Summaries via Email
Configure automated PostHero summary emails at your preferred frequency: daily, weekly, monthly, or disabled. Each email summarizes all shipment data since the previous email was sent.
The summary is sent to the primary email address on the account — the main email associated with the account (not an individual user's email), typically the one used when creating the account.
Important
There is no option to configure a different recipient for this email. It always goes to the account-level email address.
The email includes a summary of your average dispatch time, average delivery time, and transit times by carrier.
How to Configure PostHero Summary Frequency
- Open the New and Updated features page.
- Select your user icon in the bottom left corner to open Settings.
- Go to Monitoring Tools > PostHero.
- Select the desired Frequency and click Save.
Example PostHero Summary email:
Making the Most of your PostHero Dashboard
This section covers how to apply PostHero data to real operational decisions.
Connecting PostHero Data to Operations
PostHero acts as the reporting layer on top of your ShipHero platform, turning data into action.
- Closing the Fulfillment Loop: If PostHero flags a problematic order, click "Open Order in ShipHero Dashboard" to jump directly to the order record in your WMS and process a reshipment or credit without delay.
- Proactive Customer Service: By identifying Delayed and Lost orders, your team can reach out to customers before they contact you, improving the service experience. Automate this process further using Klaviyo.
- Data-Driven System Changes: Use PostHero insights to inform changes in other ShipHero features — for example, poor regional carrier performance can trigger updates to your Carrier Rate Shopping rules to route orders to a better-performing carrier.
Analyzing Carrier Metrics
Filter by carrier to review metrics based on your actual order volume:
- Average Delivery Time: Compare carriers and ensure you're meeting your promised delivery SLAs.
- Problematic Orders: See which carrier is generating the most issues, and decide where to reduce volume or switch partners.
Optimizing the "Ready to Shipped" Metric
This metric measures the time between when an order is received and when it ships. If your average is over 1 business day (Red), focus on these areas:
| Area of Improvement | Actionable Tips |
|---|---|
| Warehouse Operations | Optimize picking routes, implement wave picking, and align staff shifts with peak order times to minimize non-productive time. |
| Technology & Automation | Use ShipHero's automation rules to prioritize time-sensitive orders and leverage mobile scanning to instantly update order status during picking and packing. |