# Resolve an uncertain carrier booking

Obtain the carrier’s evidence before recording whether a shipment exists.

Source: https://help.smartfact.ai/manuals/parceloffice/uncertain-booking

Review edition: 25 October 2026

Roles: supervisor

A **booking unknown** result means the carrier may or may not have accepted the request. It is not safe to resolve it by booking again. Missing labels or a shipment absent from a search list are not proof that no booking exists.

## Preserve the original reference

Operator stops further booking attempts and gives the Supervisor the despatch/attempt reference. Supervisor opens that record under **Shipments**, checking its carrier attempt and history.

Do not alter the work-order reference or use another station to create replacement work while the outcome remains unknown.

## Obtain carrier confirmation

Contact the carrier through your organisation's agreed support/account process. Establish the outcome of this exact attempt using the available references. Record who confirmed it, how and their reference.

If they cannot establish the outcome, leave it uncertain. Do not choose a definitive result just to clear a hold.

## Record that the shipment exists

Under **Reconcile with the carrier**, choose **The carrier confirmed the shipment exists** only when supported. Enter the **Carrier shipment ID**, parcel tracking details the form requests and the **Evidence** reference.

Use **Record reconciliation** and complete required recent authentication. This records the existing carrier outcome; it does not create another shipment. Its labels may still need recovery for that recorded shipment.

## Record that no shipment exists

Choose **The carrier confirmed no shipment exists** only when the carrier explicitly confirmed it in writing or by a reference you record. Complete the confirmation and evidence fields, then record the outcome.

A failed search, delayed carrier list or empty label response is insufficient for this declaration.

## Follow the remaining work

Read the resulting state. If a shipment is booked but its labels are missing, use the supported label-retrieval process for that shipment. If another booking is appropriate after a confirmed no-shipment outcome, follow the source/station's permitted next action deliberately.

Keep printer uncertainty separate. A known booked shipment can still have unknown paper output; resolve that in PrintStation before authorising an extra physical label.