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Where to find it: Main → Integrations → Sales Channels — Open in OTO ↗
Your customer does not have an OTO account. They have an order page on the store they bought from, and whatever that page says is what they believe.

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Why statuses have to be translated

OTO and your sales channel do not use the same words, and they should not. OTO tracks a shipment through a logistics lifecycle; a storefront tracks an order through a commerce one. Out for Delivery is meaningful in the first and has no equivalent in the second. Status mapping is the translation table between them: for each OTO event, what the channel should be told, and how.

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The mapping table

Open a connected channel’s … menu and choose Status Mapping. Each row is one rule. Add New Row adds a rule and each row can be deleted. Mapping is per channel, so a marketplace with a strict status vocabulary and your own storefront can be driven differently from the same events. Each column header carries an information tooltip, and the dialog saves as a whole rather than row by row.
Get the channel’s codes from the channelEcom Status is a free-text field, and it is passed to the channel’s API as typed. The channel expects its internal code — executed, not Executed; delivery, not Out for delivery.A near-miss here does not raise an error in OTO. It produces an update the channel rejects, and an order that sits on the wrong status while everything looks configured.
The Status Mapping dialog showing eight rows mapping OTO statuses to a channel’s own status codes and comments

Fig. 1 — A real mapping. Note that Shipment Processing appears twice with two different update types — and that the Ecom Status column takes the channel’s own codes, not its display names.

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One event, several updates

The same OTO status can appear on more than one row with different Update Types. In the mapping above, Shipment Processing appears twice: once as an order comment carrying the status and the carrier name, and once as an Order Shipment — which is what actually creates the fulfillment record on the channel. That is the mechanism behind the register’s custom triggers. One event can both tell the customer something and write a structured record, because those are different operations on the channel’s side.
A row with an empty status and comment does nothingRows are allowed to carry an OTO status and an update type with both right-hand fields blank. Nothing warns you, and the mapping screen looks complete.If a status is not reaching the channel, check the row exists and that it has something to say. A blank row is indistinguishable from a missing one from the customer’s side.
Map fewer statuses than you think, and map them wellEvery status you forward is a message the customer reads. Forwarding all of them turns an order page into a logistics feed; forwarding none of them leaves it frozen on Processing.The three that almost always earn their place are dispatched, out for delivery and delivered. Add returns if you take them — a refund the customer cannot see the progress of generates more contacts than the return itself.
The second thing written back is how the customer follows the parcel, and there is a real choice here.
The tracking page is the most-visited page you ownA customer who has ordered something checks on it more than once. That traffic is already yours and it is already engaged — sending it to a carrier’s site gives it away, along with every impression on it.The branded link also survives a carrier change. A tracking URL on your own domain keeps working when you switch carriers; the carrier’s does not, and neither do the emails that quoted it.