A Narvar outage is not something you can fix, but how you respond in the first 15 minutes decides how much it costs you. This guide covers confirming the outage, limiting the damage, and keeping customers informed.
How do I confirm Narvar is actually down?
Check two independent sources before changing anything in your store. First, StatusBird's live Narvar status page, which is based on independent checks every 2 minutes. Second, Narvar's own status page at narvar.com/. If the official page still shows green, do not assume you are wrong: vendors often acknowledge incidents well after they start. If both look clean, the problem is more likely your store's configuration or a specific integration.
What does a Narvar outage look like?
- Branded track-your-order pages return errors or fail to load
- Tracking pages load but show outdated or missing carrier scans
- Customers report they cannot start a return or generate a return label
- Shipping and delivery notification emails or SMS stop going out
- WISMO (where is my order) support tickets spike suddenly
What breaks in your store
When Narvar goes down, branded tracking pages stop loading or show stale carrier data, so every 'track my order' link in your shipping confirmation emails leads to an error or a blank page. The returns portal also becomes unavailable, so customers cannot start a return or print a label. Shipping and delivery notification emails or texts may stop sending, and the practical result is a spike in 'where is my order' tickets because the self-service layer disappeared while packages keep moving normally.
For context, Narvar has had no major incidents in the last 90 days of StatusBird's independent monitoring (100.0% availability), so a real outage is unusual. That makes it easy to mistake one for a problem on your end, which is why confirming first matters.
What to do during the outage
- Give customers the raw carrier tracking number and a direct link to UPS, FedEx, or USPS tracking, since packages are unaffected.
- Post a notice on your order status or FAQ page explaining that tracking pages are temporarily unavailable.
- Handle urgent returns manually by emailing prepaid labels generated directly from your carrier or shipping software account.
- Prepare a support macro so agents can answer WISMO tickets quickly with carrier links.
- Extend your return window by a few days for customers who could not start a return during the outage.
Frequently asked questions
Customers say my order tracking page is broken. Are their packages lost?
No. Narvar only displays tracking data; the carriers are still moving and scanning packages normally. Send customers the carrier tracking number directly so they can check status on the carrier's own site until the branded page recovers.
Can customers still return items while Narvar's returns portal is down?
Not through self-service, but you can process returns manually. Generate a prepaid label from your carrier or shipping platform account and email it to the customer, then record the return in your system once Narvar recovers. Consider extending return deadlines for anyone affected.
After the outage
Once Narvar recovers, verify the affected workflows end to end rather than trusting the status page. Note the start and end times while they are fresh: if you are on a paid Narvar plan with an SLA, documented downtime is what a service credit claim is built on. See how to claim SLA credits for the process.
How this data is measured
StatusBird checks Narvar's status every 2 minutes, around the clock, independently of the vendor. The availability figure counts major and critical outages only; minor degradation is excluded so numbers are not skewed by vendors that report small blips near-continuously. Grades run from A+ to F. See the live numbers on the Narvar reliability page and current status on the Narvar status page, or browse all 84 service grades.
Know before your customers do
StatusBird monitors Narvar and 83 other services online stores depend on, plus your own storefront, every 2 minutes. When something goes down you get an SMS, email, or Slack alert with plain-English context, usually before the official status page catches up. Start monitoring free, no card required for the free plan.