Understanding ProActive Tracking service policy

Service Overview

ProActive Tracking is a service designed to help users improve early tracking visibility for orders using valid USPS tracking numbers, with the goal of reducing the risk of missing handling time or delivery-related requirements imposed by marketplaces.

This service focuses on proactive tracking visibility within the carrier system and does not replace or alter the actual production, shipping, or final delivery process of any order.

Service Scope

ProActive Tracking applies to orders that meet all of the following conditions:

• The order is recorded as paid successfully

• The order uses a valid USPS tracking number

• The ProActive Tracking service is registered before processing begins

Processing Time & Tracking Update

1. Processing start time

The processing time of ProActive Tracking starts from the exact moment an order is recorded as paid successfully in the system, calculated down to the hour, minute, and second (US time).

This timestamp is automatically recorded and serves as the official reference for determining tracking update timelines under this policy.

1. Processing time frame

Processing time is calculated based on US business days.ProActive Tracking operates from Monday to Saturday, excluding official US holidays.

US holidays are fully excluded from processing time and are not considered delayed tracking updates.

1. Tracking update commitment

• The first tracking event is expected to appear within 48 hours from the time the order becomes eligible for processing (calculated in US business days).

• The service maintains a delayed tracking update rate below 2%.

1. Delayed tracking updates

In certain circumstances beyond operational control, tracking updates may appear later than expected, including but not limited to:

• Abnormal or severe weather conditions

• Carrier system interruptions

• Technical or operational issues on the carrier’s side

For orders experiencing delayed tracking updates:

• Tracking updates are prioritized on the next business day

• The tracking update will not exceed 72 hours from the time the order becomes eligible for processing

Tracking Display Behavior

• Tracking events may appear from various USPS processing locations, depending on USPS system behavior.

• The location shown in tracking updates does not represent the actual production, packaging, or fulfillment location of the order.

• ProActive Tracking does not guarantee a fixed or specific tracking status.

Tracking statuses may include, but are not limited to:

• USPS in possession of item

• USPS picked up item

• Departed Post Office

Eligible Labels

ProActive Tracking only supports:

• USPS shipping labels

• Labels containing valid USPS tracking numbers

Label requirements:

• Standard size 4 x 6 inches, PDF format

• Clear, readable information without blurring or distortion

• Tracking numbers must not be altered or reused

Users are responsible for ensuring that uploaded labels are accurate and compliant.

USPS

DHL

User Responsibilities & Compensation Exclusions

1. Invalid label cases

The service does not support processing and does not apply compensation for orders that fall into any of the following cases:

• Uploading non-USPS labels (e.g. FedEx, UPS, DHL)

• Uploading files that are not shipping labels

• Uploading USPS labels that:

  • Do not follow the 4 x 6 inch standard

  • Are rotated or displayed in an incorrect orientation

  • Contain unclear, blurred, or unreadable information

• Label files that:

  • Are password-protected

  • Cannot be opened, read, or processed by the system

This label is uploaded with an incorrect orientation. The label content is rotated and does not display properly in the required vertical layout.

This label is not compliant with ProActive Tracking requirements because it is not formatted in the standard 4 x 6 inches size

1. Handling of invalid labels

For invalid label cases:

• BGP will notify users to upload a valid replacement label

• Processing time resumes only after a valid label is provided

• The waiting period for user updates is excluded from service processing time

1. Compensation exclusions

• Any delayed tracking update caused by invalid labels or incorrect uploads is excluded from the compensation policy.

• Compensation applies only to orders that:

  • Have valid labels uploaded from the initial submission

  • Fully meet all service requirements

  • Do not require user-initiated corrections

Service Limitations & Disclaimers

ProActive Tracking:

• Does not guarantee final delivery time

• Does not guarantee successful delivery

• Does not interfere with carrier routing, transportation, or delivery processes

• Is not responsible for tracking behavior or updates controlled by USPS

Tracking updates may:

• Remain unchanged for a period of time

• Update intermittently

• Change status based on USPS system behavior

Compensation Policy

If no tracking update appears after 72 hours from the time the order becomes eligible for processing:

• Users may request a refund of the ProActive Tracking service fee for that order

• Compensation is strictly limited to the service fee paid

• Compensation does not apply to:

  • Indirect damages

  • Marketplace penalties

  • Cases defined in Section 6

Policy Updates & Enforcement

BGP reserves the right to update, modify, suspend, or terminate the ProActive Tracking service at any time to ensure operational safety and policy compliance.

All changes take effect immediately upon publication.

Frequently Asked Questions

1. What is the purpose of ProActive Tracking? ProActive Tracking helps improve early tracking visibility for orders using USPS tracking numbers. The service is designed to reduce the risk of missing handling time or delivery-related requirements enforced by marketplaces.

2. Does ProActive Tracking guarantee delivery or shipping speed?

   No. ProActive Tracking does not guarantee delivery time, shipping speed, or successful delivery. The service focuses solely on tracking visibility within the carrier system.

3. When does the 48-hour tracking update timeline start?

   The 48-hour timeline starts from the exact moment an order is recorded as paid successfully, calculated down to the hour, minute, and second (US time), and is measured based on US business days.

4. Are US holidays included in the processing time? No. Official US holidays are excluded from processing time and are not considered delayed tracking updates.

5. Why does the tracking location look different from my actual fulfillment location? Tracking locations are generated by the USPS system and do not represent the actual production, packaging, or fulfillment location of your order.

6. What happens if I upload an invalid label? If an invalid label is uploaded, BGP will notify you to provide a valid replacement. Processing time resumes only after a valid label is submitted, and the waiting period is excluded from service processing time.

7. Will I receive compensation if tracking updates are delayed? Compensation applies only if no tracking update appears after 72 hours from the time the order becomes eligible for processing, and only for orders that meet all service requirements. Delays caused by invalid labels or incorrect uploads are excluded from compensation.

8. Does ProActive Tracking work with non-USPS carriers? No. ProActive Tracking only supports USPS tracking numbers and USPS shipping labels.

9. Can ProActive Tracking be suspended or changed? Yes. BGP reserves the right to update, modify, suspend, or terminate the ProActive Tracking service at any time to ensure operational safety and policy compliance.

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