Although this is not an ordinary case, it might sometimes happen that your shipment does not show any tracking information. This can happen for two reasons:
The shipment has not been sent (although it appears as picked up). Keep in mind that when the courier marks the pickup as completed, all shipments associated with it are marked as picked up. If for some reason you have not given the shipment to the courier, it will appear as picked up but later on, there will be no further information.
The other option is that the courier actually took it, but lost it on the way to the first warehouse.
In this case, the best would be to use the claim tab and let the courier know that there is no movement of this shipment.
As proof that this is not the first case, you must send, along with the support request, the Shipping List of the day where that order appears, signed by the courier. The Shipping List should prove that the shipment was actually picked up. The courier will see if they can find the shipment, or if not they report an incident to process the loss of the shipment. You can follow the process from your claims tab in Outvio.