Under Setup > Company > Enable Features > Transactions tab > Shipping & Receiving section > Shipping Label Integration box is not checked.
Customer is generating Tracking #'s outside of NetSuite.
For the Tracking # field to appear under the Shipping tab of Sales Orders > on the associated Item Fulfillment > Packages tab > enter the Tracking # under the Package tracking number column/field > Save
Go back to the Sales Order > Shipping tab > same Tracking # will be populated.
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