Retino automatically detects the carrier on every shipment based on the tracking number, tracking URL, and the shipping method name from your e-shop. If the result isn't right — you see the wrong carrier or shipments stuck on "Cannot be tracked" — you have three ways to fix it. Start with the simplest fix and escalate to a systematic one only when needed.
Find the affected shipments and identify the problem type
When your dashboard shows a higher share of untracked shipments, start here:
In the Shipments list filter by status Cannot be tracked
Open a few shipments and check the specific status:
Credentials Required — Retino detected the carrier correctly but doesn't have API access. This is not a detection issue — add the credentials in Settings → Tracking → Carriers and click on the carrier
Wrong carrier assigned — Retino assigned the shipment to a different carrier than the actual one (paste the tracking number into the real carrier's tracking page to verify) → continue with 1. Manual correction; if you see the same problem repeatedly with the same number range → 2. Custom tracking number range
Provider Not Detected or Untrackable — Retino couldn't identify the carrier at all, or the carrier isn't supported → 3. When neither of those helps
1. Manual correction on a single shipment
For one-off cases — Retino occasionally mis-classifies a single shipment while the rest is fine:
Open the shipment detail from the Shipments list
In the top-right corner click Change carrier
Pick the correct carrier from the list
(Optional) Briefly explain why the correction was needed
Confirm with Change carrier
The shipment switches to the new carrier and tracking restarts from scratch. Tracking under the original carrier stops.
Tip: If you correct the same kind of shipment repeatedly (3 or more corrections sharing the same shipping method name), Retino remembers the rule automatically and detects future shipments correctly. A few corrections are enough — the rest takes care of itself.
2. Custom tracking number range — for systematic issues
If you have a special account type with a carrier that uses its own tracking-number range, correcting every shipment by hand is tedious. Add a custom range instead — Retino will then automatically detect every future shipment whose tracking number starts with a given prefix.
Typical example: You have a special GLS account where all tracking numbers start with 34230. Without a custom range, Retino may detect these as a different carrier that uses a similar number format.
How to add a range
In the left menu open Settings → Tracking → Carriers
Click the carrier you want to configure
In the Detection rules section click Add range
Enter the prefix your tracking numbers start with (3–50 characters: letters, digits, dash, underscore)
Confirm with Add range
Every future shipment whose tracking number starts with the prefix is automatically assigned to this carrier. Existing shipments are not affected — fix those manually using section 1.
Deleting a range
In the Detection rules table click the trash icon next to the rule and confirm. Detection of shipments starting with that prefix stops, but existing shipments are not affected.
3. When neither of those helps
Some shipments can't be identified from the tracking number alone — multiple carriers use similar number formats, and without extra context there's no way to tell them apart reliably. You can help in two ways:
Add more context in the XML feed
Retino can recognize the carrier far more accurately when it has additional context from your e-shop:
Tracking URL — the link to the carrier's tracking page for the shipment. Retino can identify the carrier from the URL alone
Specific shipping method name in
SHIPPINGitem type — instead of generic names like "Shipping" or "Cheapest delivery", send the actual carrier name ("GLS", "Packeta", "Czech Post pickup point")
If you use the Retino XML feed, add both fields directly there. Details in the Simple Retino XML feed article.
Carrier not on the list
If you use a carrier Retino doesn't support yet (none of the predefined ones in Settings → Carriers), email [email protected] with:
The carrier's name
5–10 sample tracking numbers
A link to the carrier's tracking page
(If you have it) The carrier's API documentation
We'll review the integration and add it to the roadmap.
Which rule does what
The Detection rules section under each carrier shows two rule types:
Type | Origin | How it matches |
Range | You add it manually | Tracking number prefix |
Auto | Learned from repeat corrections | Shipping method name from your e-shop |
Auto rules appear and disappear on their own based on your team's corrections — you don't need to manage them. If several team members correct the same shipments to different carriers, no rule is created. You can only delete Range rules that you added manually.