OnTrac tracking status
OnTrac “Label created”: what it means
The short answer
Keep an eye on itOnTrac has the shipping details, but tracking does not yet show it has the package. Real tracking starts with an 'Origin Scan' and a city. In shared histories that comes anywhere from the same day to 5 days later, and OnTrac's own guide is 3 business days.
When to act: If tracking still shows only this line after 3 business days, file a complaint and we send it to the seller.
Also shown as: “LABEL CREATED, TRACKING DETAILS WILL BE AVAILABLE ONCE THE PACKAGE ARRIVES AT THE ONTRAC FACILITY” · “On its way to OnTrac” · “Shipping label created; data received.” · “Waiting for package from shipper.” · “The package data was sent to OnTrac, but we have yet to receive the package from the sender. Please contact the sender for more information.” · “The Package Data Was Sent To OnTrac, But We Have Yet To Receive The Package From The Sender. Tracking Will Update Once It Arrives. Please Contact The Sender For More Information”
What to do now
- 1
Check the date on your shipping email or text and count business days from there. OnTrac's own guide is 3 business days without a change.
- 2
Retype the tracking number on OnTrac's tracking page. Its numbers start with C, D, 1LS, LS, LX or BN, and an order number will not work.
- 3
Look for an 'Origin Scan' line with a city. That is the first sign OnTrac really has the package.
- 4
Turn on text alerts on the tracking page, so you hear when it goes out for delivery.
- 5
Keep your shipping email and a dated screenshot of the tracking page.
- 6
Still not sorted? File your complaint here. We write it with you and send it to the seller, so you do not have to chase it yourself.
What does “Label created” mean?
A seller creates a label and sends the package data to OnTrac before the package reaches its first site. OnTrac's FAQ is clear about this stage: if tracking only shows 'LABEL CREATED, TRACKING DETAILS WILL BE AVAILABLE ONCE THE PACKAGE ARRIVES AT THE ONTRAC FACILITY', OnTrac has not received your package. Its tracking page has a similar line, 'Waiting for package from shipper'. When a number shows nothing at all, the page says the sender may still need to send the package data, or the number is invalid.
OnTrac does not define 'On its way to OnTrac', and the wording can mislead. In tracking histories people share, it is the first line, it has no city, and the first real scan comes later as 'Origin Scan' with a city. So it does not show that OnTrac has the package. A seller's 'shipped' email does not prove that either. One customer got different answers from the seller and OnTrac, and the package then came within 2 days, with no update until the day of delivery.
Why does OnTrac show it?
- The seller made the label but has not handed over the package yet
- The package is on its way from the seller's warehouse to the first OnTrac site
- The package was handed over but has not had its first scan, as some people report
- An imported order is still on its way to the US
- The tracking number is wrong or not active yet
How long does it last?
The next line should be 'Origin Scan' with a city, then 'Arrived at Facility'. In two histories people share, the Origin Scan came the same day as 'On its way to OnTrac'. In another, the first facility scan came 5 days after the package data line. OnTrac's support page says to allow at least 1 to 3 days after a shipping notice for tracking updates to appear, and that some shippers take up to 24 hours to add the tracking information.
Other OnTrac statuses
- Arrived at FacilityNormal
- Out for DeliveryKeep an eye on it
- Delayed. Delivery date updatedKeep an eye on it
- ExceptionKeep an eye on it
- Tracking not updatingKeep an eye on it
- Delivery attemptedKeep an eye on it
- Incomplete address. Please contact usTake action
- Delivered but not receivedTake action
- Returning package to the shipperTake action
Who is responsible for a late or missing package from OnTrac?
If you bought online from a business, the seller chose OnTrac and is its customer, so a late, lost or missing order is in most cases for the seller to put right, with a replacement or a refund. OnTrac's own terms point the same way: claims have to come from the shipper, and a recipient should turn to the company that shipped the package for a replacement or refund.
If you sent the package yourself on an OnTrac account, your contract is with OnTrac under its Service Terms and Conditions, unless you have a separate written agreement. Those terms limit its liability for loss, damage or misdelivery to the lesser of the replacement cost or $100 per parcel, and promise no delivery on a specific day. OnTrac also accepts no liability when the shipper authorized leaving a package without a delivery signature.
Questions about “Label created”
What does 'On its way to OnTrac' mean?
OnTrac does not define it. In tracking histories people share, it is the first line, with no city, and it comes before OnTrac's first real scan. Read it as label information, not as a package moving through OnTrac's network.
How long does OnTrac stay on label created?
OnTrac gives no fixed time. Its general guide is 3 business days without a status change before it is worth acting. In shared histories the first scan comes anywhere from the same day to 5 days later, and one person reports a week on this line.
Why does the seller say it shipped but OnTrac does not have it?
A label can exist before the package has left. OnTrac says it has not received the package while tracking only shows the label line, so both can be true for a while. After 3 business days, file a complaint on Complain.biz and we send it to the seller.
Why does OnTrac say no tracking information is available?
The tracking page says the sender may still need to send OnTrac the package data, or the number may be invalid. OnTrac's support page says some shippers take up to 24 hours to add tracking details.
Based on
- OnTrac: Frequently Asked Questions
- OnTrac: Customer care and support (tracking updates, up to 48 hours to investigate)
- OnTrac: Tracking page (status lines, text alerts, delivery instructions)
- Reddit r/ontrac: tracking history from 'On its way to OnTrac' to 'Arrived at Final Servicing Facility'
- Reddit r/ontrac: tracking history with 'On its way to OnTrac', 'Origin Scan' and 'Mis-sorted'
- Reddit r/ontrac: stuck at label created while the seller says it was sent, package came within 2 days
- Reddit r/ontrac: history with 'The package data was sent to OnTrac', first facility scan 5 days later
- OnTrac: Service Terms and Conditions (liability limit, no guaranteed delivery day)
- OnTrac: Additional Terms and Conditions (three attempts, undeliverable shipments, claims by the shipper, signatures)