What is a split shipment?
A split shipment is an online order that is delivered in two or more separate packages, often on different days and with different tracking numbers. It happens when items ship from different warehouses or stores, when some items ship later, such as pre-orders, or when a single large item needs more than one box.
Also called: split shipping, partial shipment, multi-package order, order fulfilled in parts
Why split shipments matter
Split shipments let retailers send items as soon as they are available, but they often confuse customers. A shopper receives part of an order and assumes the rest is missing. They may get several shipping confirmation emails, each with its own tracking number. An order-level status such as "delivered" can hide the fact that one parcel is still in transit.
The result is extra customer contacts: WISMO questions, "item missing" reports and requests to check what has been sent. Split shipping is also called partial shipment, and some platforms describe these orders as fulfilled in parts.
How brands handle split shipments
Retailers reduce the confusion in three ways:
Telling customers at checkout or in the order confirmation that the order will arrive in more than one package.
Sending a separate notification, with its own tracking link, for each shipment.
Making sure customer service checks each parcel individually before replying, since the order-level status can be misleading.
Example
A customer orders a bed. The base ships from one warehouse and arrives on Tuesday. The headboard ships from another warehouse and is due on Friday. On Wednesday the customer gets in touch to say the headboard is missing. A useful reply checks both parcels, confirms the base was delivered and gives the headboard's tracking link and expected delivery date.
Split shipment and DigitalGenius
DigitalGenius checks each item in a split order individually, using the brand's ecommerce platform and carrier data where item-level information is available. Its reply can then say which parcels have arrived and which are still on the way.
Related terms
FAQ
Why do orders get shipped in separate packages?
Items in the same order can ship from different locations, become available at different times, or be too large to pack together. Retailers often send each item as soon as it is ready, so the order arrives in several deliveries.
Will a split shipment have more than one tracking number?
Usually, yes. Each package normally has its own tracking number, and customers may receive a separate shipping confirmation email for each one.
What customer service challenges do split shipments create?
Agents, including AI agents, will need to identify all the packages associated with the order. If one part is delivered then it may appear as though the whole order has been delivered, which can confuse customer and agent alike.
· By Iain Moss