The shipment detail separates booking, carrier identity, document state, printer evidence and history. Use the exact despatch/attempt rather than treating every record with the same order reference as the same event.
Read the retained chain
Supervisor or Viewer opens Shipments and the relevant detail. Read Carrier attempt, carrier shipment/parcel information, Printing and History.
A booked state can coexist with labels requiring recovery. A submitted or uncertain print can coexist with a known booking. An older reconciliation remains part of the evidence even when a later outcome clarifies it.
If a document is not assigned to a proven parcel order, do not assume it is safe to print from its appearance. Ask a Supervisor to investigate the precise document state.
Take the complete export
Owner or Supervisor opens Plan and usage → Complete export at the real site. Complete the required confirmation and recent second factor, then choose Download complete export.
The current export is a JSON file containing retained site records and label-document bytes encoded within it. It withholds credentials and signing secrets. It is not a selective public report or a replacement for the organisation's secure backup process.
Check the file completed
Retain it through the organisation's private records process and verify that the download completed. The export implementation marks the completed document with "complete": true; a cut-short file without that final completion marker must not be treated as a complete export.
Viewer cannot request it merely because Viewer can inspect shipment history. A support diagnostic with counts/identities is also different from the complete export.
Preserve privacy
Order snapshots and carrier responses can contain personal delivery information. Handle the file and any extracted labels accordingly. Do not attach the entire export to public documentation feedback.
When investigating missing or expired data, use the site's current retention state and support process. Do not assume another SmartFACT product's archive expiry or reopening period applies here.
Report a defect precisely
Give support the product/site, despatch/attempt, relevant document or PrintStation reference, time and current message. Share private evidence through the approved route and keep credentials out of the report.