In the event that you mistakenly enter an invalid tracking number, email the customer via their encrypted email address that is provided on the order and provide them with the correct tracking number and carrier name.

Do not include any links to tracking websites in your email as this information will be removed upon sending and can cause the entire email to arrive to the customer blank.

When you use the encrypted email address will create a note in the customer’s order in the Sears order entry system. This is helpful if the customer makes contact with us as our call center agents can relay the updated tracking information, eliminating unnecessary additional contacts.