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Order tracking

After a customer places an order, the confirmation shows a private tracking link and asks them to save it. The link opens a page in your storefront where the customer follows the order's progress without an account. The tracking page is on for every store and every plan until you turn it off.

Settings​

  1. Open Apps.
  2. Click the Order Tracking card.
  3. Change the settings below, then click Save.
  • Enable the tracking page: on by default. When you turn it off, every tracking link answers "not found" and the Track your order link disappears from your storefront.
  • Contact button: the button the customer sees on the tracking page.
    • Leave it unset to reuse your quick-contact number.
    • WhatsApp or Phone call: enter the Number. It must be valid for your store's country.
    • No contact button: show no button.
  • How buyers find their order: how a customer who lost the link gets back to their order.
    • Phone number only (default): the customer enters their phone number and sees their recent orders in your store. Anyone who knows a customer's number can see that customer's orders in your store.
    • Order number and phone number: stricter, but a customer who lost their order number cannot use it.

What the customer sees​

The tracking page shows:

  • the order number, the date it was placed and its current status;
  • a timeline of four steps: Order received, Confirmed, Shipped, Delivered, with the date of each step reached;
  • the products, quantities, subtotal, delivery fee (Free when there is none) and total;
  • the customer's name, wilaya/region and commune, and the delivery type;
  • your contact button.

An order in Call Back or Flagged shows as Order received, so the customer never sees those internal statuses. A cancelled, returned or problem order shows that outcome, and the timeline stops where the order got to. The page uses your storefront's language.

Your storefront's footer and bottom navigation have a Track your order link. It opens a form where the customer enters their phone number, or their order number and phone number, depending on your setting. After several attempts in a short time, the form asks the customer to wait a moment.

In Orders, open the order. Under Customer tracking link, click Copy link and send it to the customer. The link appears only when your store has a subdomain or a verified custom domain. See Custom domains.

Good to know​

  • Abandoned orders have no tracking page until the customer submits the order.
  • The tracking page does not show the delivery company's tracking number.