Show the customer clearly not only where their order is, but also what happens next.
Order tracking is a fundamental element of customer trust after purchase. In addition to general statements like "order received," "preparing," or "shipping," information such as estimated delivery date, packages, carrier, potential delays, and customer actions should be clearly presented.
An order can be fulfilled from different warehouses or on different dates. The system should be able to track the status of each line, package, and shipment separately while maintaining the overall status of the order.
Situations that can be shown to the customer
Order received
Payment or verification pending
Getting ready
Partially prepared.
Shipped
In transit for delivery.
Delivered
A delay or exception occurred.
In the cancellation, return or refund process
Tracking screen content
Order number and date
Product, quantity, and packaging separation.
Estimated shipping and delivery dates
Carrier and tracking number
Delivery address and method
Invoice and document access
Cancellation, refund, or support options
Order changes and communication history
Guest order tracking
Guest customers can track their order using their order number and verified contact information. Sensitive order and address information should not be publicly disclosed, except perhaps through a predictable order number.
Delay and exception visibility
When the delivery date changes, not only should the status be updated, but the new estimate, the known reason for the delay, and the customer's options should also be explained. There should be no unnecessary discrepancies between the information visible to the support team and the information shown to the customer.
Tracking performance
Tracking page usage rate
Where did the decrease in demand for orders occur?
Difference between estimated and actual delivery
Timing of delay notifications
The conversion rate from following up to requesting support.
Don't limit order tracking to just providing a carrier link; transform it into a service screen where the customer can understand the entire order lifecycle and take the right action when needed.