Labels & Tracking
Create labels on approval or in bulk, live tracking, retries and new shipments.
On this page
Once a carrier is connected, labels are created from the claim — one at a time or in bulk — and tracking flows back to the claim and the claimant’s status page.
Create a label
A label is created automatically when you approve a claim with a physical gift. Don’t want that yet? Tick Skip label creation when approving; the claim then appears under Pending labels on the dashboard.
To create a label later:
- On one claim: open the Fulfilment section and press Create label.
- For many claims: select approved claims in Requests and choose the bulk action Create labels, or work through Pending labels on the dashboard.
The label PDF is stored on the claim. DHL is the exception: Donaraz creates a draft shipment that you print from My DHL.
What the claimant sees
- A branded shipping email with the tracking link when the label is created.
- Live status on their status page once they verify with their email or postal code.
Tracking updates
Tracking numbers are written back to the claim and a Tracking updated event is added to the timeline. Updates arrive automatically; with DHL or PostNL live tracking turned on, they arrive the moment the carrier scans the parcel. The claim page has a Refresh button for when you need the latest status right now, and the bulk action Check tracking refreshes a selection of claims at once.
When a label fails
The error message tells you what’s missing and links to the right setting:
| Error mentions | Fix |
|---|---|
| API key / credential field | Check the carrier under Settings → API Keys. |
| Country not served | The carrier doesn’t deliver there — use another carrier. |
| Customs fields (HS code, origin, value, weight) | Complete Customs details on the gift product. |
| EORI or UK VAT number | Add it under Settings → Shipping Address → Customs identifiers. |
| Phone number | Add a phone number under Settings → Company Info. |
Then press Retry, or choose Retry with… to send it with another connected carrier. In bulk approvals, claims whose label fails are skipped and logged; fix the cause and create their labels from Pending labels.
Send a new shipment
Parcel lost, damaged, sent to the wrong address or with the wrong courier? Open the claim and choose Fulfilment → New shipment. Pick the carrier, optionally add a reason, and Donaraz creates a fresh label.
The old label and tracking stay in the timeline as history, but they are not cancelled at the carrier — don’t use them any more. For DHL, delete the old draft in My DHL.
Fulfilment through Shopify
With Shopify fulfilment turned on, approving a claim creates an order in your Shopify store instead of a Donaraz label. Your normal Shopify fulfilment process ships it, and the order ID and tracking appear on the claim. See Shopify.
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