Tracking Overview
Order tracking lets customers monitor their shipment's progress from dispatch to delivery. It's a fundamental part of the post-purchase experience that significantly impacts customer satisfaction.
Shopify supports tracking out of the box for most major carriers. When you add a tracking number to an order, customers automatically receive updates and can track their package.
Why Tracking Matters
- •Reduces WISMO queries ("Where Is My Order") by 50% or more
- •Builds trust by keeping customers informed throughout delivery
- •Creates touchpoints for post-purchase marketing
- •Improves satisfaction leading to better reviews and repeat purchases
Adding Tracking Numbers
Tracking numbers are added when you fulfil an order. You can add them manually or automatically if using a fulfilment service.
Manual Fulfilment
- 1Open the Order
Go to Orders in your Shopify admin and click on the order you want to fulfil.
- 2Click Fulfil Items
In the Unfulfilled section, click "Fulfil items" to start the fulfilment process.
- 3Enter Tracking Information
Enter the tracking number and select the carrier from the dropdown. Shopify recognises most major carriers automatically.
- 4Send Notification
Check "Send shipment details to your customer now" to email the tracking information immediately.
Supported Carriers
Shopify automatically recognises tracking numbers from major UK carriers including:
Tracking Notifications
Shopify sends automatic email notifications at key stages. You can customise these emails to match your brand.
Shipping Confirmation
Sent when you fulfil an order with tracking. Includes tracking number and link to track the shipment.
Shipping Update
Sent when you add or update tracking information on a previously fulfilled order.
Out for Delivery
Sent when the carrier marks the package as out for delivery (requires Shop app or compatible carrier).
Delivered
Sent when the carrier confirms delivery. Good opportunity to request a review.
Customising Notifications
Go to Settings → Notifications to edit your shipping notification templates. You can modify the subject line, body text, and design to match your brand.
Order Status Page
After checkout, customers are directed to an order status page where they can view their order details and tracking information. This page updates in real-time as the order progresses.
Order Status Page Features
- •Order summary: Products ordered, quantities, and prices
- •Shipping status: Current status with visual progress indicator
- •Tracking link: Direct link to carrier tracking page
- •Delivery address: Shipping destination confirmation
- •Map: Visual map showing delivery location
Pro Tip
Customise your order status page under Settings → Checkout → Order status page. Add your logo, custom scripts, or additional information for customers.
Tracking Apps
For advanced tracking features, consider a dedicated tracking app. These provide branded tracking pages, more detailed notifications, and analytics.
AfterShip
The most popular tracking solution. Supports 1100+ carriers, branded tracking page, SMS notifications, and delivery predictions. Free plan available.
Parcel Panel
Affordable alternative with branded tracking page, upsell widgets, and delivery date predictions. Good for smaller stores.
Track123
Budget-friendly option with core tracking features. Branded tracking page and email notifications included in free tier.
Wonderment
Enterprise solution with advanced analytics, proactive issue detection, and comprehensive delivery metrics.
Branded Tracking
Branded tracking pages keep customers on your website instead of sending them to the carrier's site. This creates a better experience and additional marketing opportunities.
Branded Tracking Benefits
- •Consistent branding: Your logo, colours, and messaging throughout
- •Product recommendations: Suggest related products while customers wait
- •Social links: Encourage customers to follow you on social media
- •Analytics: Track how often customers check their order status
Most tracking apps include a branded tracking page feature. Customers visit a page on your domain (e.g., yourstore.com/track) where they can enter their order number or tracking number to see status updates.
Best Practices
Follow these best practices to maximise the value of your order tracking.
Tracking Tips
- •Add tracking promptly: Enter tracking numbers as soon as you receive them from your carrier
- •Set delivery expectations: Include estimated delivery times in your shipping confirmation
- •Handle delays proactively: Reach out to customers if tracking shows issues
- •Request reviews post-delivery: Send a review request after delivery confirmation
- •Monitor delivery metrics: Track on-time delivery rates to identify carrier issues
