The PostHero dashboard shows delivery performance for your shipped orders and flags the ones that need attention. To open it, select PostHero in the main navigation of the ShipHero Web Dashboard or the Packing app. The dashboard updates hourly between 11 AM and 11 PM EST.
Before You Begin
- Account access: PostHero must be enabled on your account. Contact support@shiphero.com to turn it on.
- Supported shipments: PostHero only tracks orders shipped within the contiguous United States from supported carriers.
For supported carriers and 3PL access, see Overview: PostHero Dashboard. For how each metric and status is calculated, see Understanding PostHero Metrics and Delivery Statuses.
Table of Contents
- PostHero Dashboard Filters
- Searching and Exporting PostHero Orders
- Using the PostHero Issues List
- Setting Up PostHero Summary Emails
PostHero Dashboard Filters
PostHero filters narrow every metric, the state map, and the issues list to the orders you want to review. Select a filter at the top of the dashboard, choose your options, and select Apply. Select Clear to reset a filter.
| Filter | What It Does |
|---|---|
| Date range | Limits PostHero data to a time period: All, Last week, Last month, Last 2 months, Last 3 months, Last 6 months, Last year, or Custom. The default is Last month. |
| Shipping method | Limits PostHero data to a carrier and method. Selected shipping method filters by the carrier and method actually used to ship the order. Chosen shipping method filters by the carrier and method requested on the order. Each section has a Carrier field and a Method field, and Method becomes available after you select a carrier. |
| Warehouse | Limits PostHero data to one warehouse. The default is All Warehouses. |
| Customer | Limits PostHero data to one customer. The default is All Customers. |
To view data for a single state, select that state on the PostHero map.
Searching and Exporting PostHero Orders
PostHero lets you find a single order or download the orders on the dashboard.
- Search by order: Enter an order number in the search box above the PostHero issues list to find a specific order.
- Export: Select Export to download the orders shown on the PostHero dashboard. The export uses your current filter selections.
Using the PostHero Issues List
The Active orders with issues list in PostHero highlights shipped orders that need attention. Select a view on the left to change which orders the list shows:
- All: every order with an issue.
- Delayed: late orders that are still getting carrier updates.
- Lost or stuck: late orders with no recent carrier updates.
The list respects the filters set at the top of the dashboard. For the exact timing rules behind each view, see PostHero delivery status definitions.
Why Fulfilled and Delivered Orders Don't Appear in the PostHero Issues List
The PostHero issues list only shows orders that have been shipped but not yet delivered and are Delayed or Lost or stuck. Orders that are delivered, or that are in transit and on schedule, do not appear in the list. This is expected: it does not mean PostHero is missing data. These orders still count toward the PostHero delivery time metrics, the order counts on the timeline, and the state map.
When the carrier reports an order as delivered, PostHero removes it from the issues list automatically at the next hourly refresh.
For example:
- An order shipped 3 business days ago that is moving normally does not appear in the list.
- An order that the carrier marked as delivered does not appear in the list.
- An order shipped 8 business days ago that is not delivered but had a carrier scan yesterday appears under Delayed.
- An order that is not delivered and has had no carrier update for 3 days appears under Lost or stuck.
Resolving a PostHero Order Manually
When a customer confirms they received a package that PostHero shows as lost or stuck, select the checkmark next to the order in the issues list to manually resolve it. PostHero hides the order from the list right away and shows the message "Order has been successfully marked as resolved and will be removed from list at next refresh!" The order is fully removed at the next hourly refresh.
Choosing How to Handle a PostHero Delivery Issue
PostHero surfaces delivery issues, but ShipHero does not enforce a resolution path. Your team decides how to handle each order based on your own process. To work on an order, select Open Order in ShipHero Dashboard to go directly to the order. Most teams use one of these options:
- File a carrier claim: When a shipment is confirmed lost, or delayed beyond the carrier's service level, consider starting a claim with the carrier. Check your carrier's guidelines and claims policy first.
- Reship or replace the order: Send a replacement to protect the customer experience. When you reship, do not add the items back to inventory.
- Resolve without taking action: Use this when the package was delivered but tracking never showed it as delivered, when it was delivered to a parcel locker, or when you only act if the customer reaches out.
Setting Up PostHero Summary Emails
PostHero summary emails keep delivery metrics in front of your team without opening the dashboard. You can send them daily, weekly, or monthly, or turn them off. Each email summarizes all shipment data since the previous email was sent, including your average dispatch time, average delivery time, and transit times by carrier.
PostHero summary emails always go to the account's original admin user, the person who created your ShipHero account. You can't send them to a different email address.
How to Configure PostHero Summary Email Frequency
- In the ShipHero Web Dashboard or the Packing app, select your user icon in the bottom left corner, then select Settings.
- Go to Monitoring tools > PostHero.
- Under Email stats notifications, select a Frequency: Disable emails, Daily, Weekly, or Monthly.
- Select Save.
The same PostHero settings page also has a Third party integrations section, where you can enter a Klaviyo API key to send automated delivery emails to your customers. See Setting Up Klaviyo with ShipHero.
Example PostHero summary email: