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Can customers track orders?
Summary
Yes. Customers can track their orders directly from the merchant's website. If the merchant has integrated a logistics partner, order shipping status can be updated automatically based on logistics partner updates without the merchant needing to manually intervene every time.
Who this is for: Merchants who want customers to track orders after purchase and reduce repeated customer questions about delivery status.
Can customers track orders in ShopIQ?
Yes. Customers can track orders directly from the merchant's website. This helps customers check the status of their order without needing to message the merchant repeatedly. Order tracking can improve customer confidence, reduce support workload, and make the post-purchase experience more professional.
How does customer order tracking work?
After placing an order, the customer can access order tracking from the website where the order tracking workflow is available. The customer may be able to view details such as:
- Order confirmation
- Order status
- Payment status
- Shipment status
- Tracking updates
- Delivery progress
- Delivery completion status
The exact tracking experience depends on the merchant's order setup and logistics integration.
Can shipping status update automatically?
Yes. If the merchant has integrated a supported logistics partner, shipping status can be automatically updated based on updates received from that logistics partner. This means the merchant does not need to manually update every shipment status. For example, once a logistics provider updates the shipment as picked up, in transit, out for delivery, or delivered, that status can reflect in the order tracking workflow where configured.
Which logistics partners can support automatic tracking?
ShopIQ supports logistics integrations such as Delhivery, Shiprocket, and other available providers depending on setup. The exact tracking behavior depends on the connected logistics provider, account configuration, serviceability, and integration status. Each external logistics provider counts as a connected app under the merchant's plan.
Do I need a logistics integration for order tracking?
Customers can track order status from the website where the tracking workflow is available. For automatic shipping status updates, the merchant should connect a supported logistics partner. Without logistics integration, the merchant may need to manage order and shipping updates manually.
Can customers track COD orders?
Yes, customers can track COD orders if the order and shipping workflow supports tracking. COD availability and tracking updates depend on the merchant's checkout setup and logistics provider.
Can customers track cancelled or refunded orders?
Customers may be able to view order status changes such as cancellation, refund request, refund status, or return status where supported by the website and order workflow. The exact visibility depends on the merchant's configured rules and order management setup.
Does order tracking consume AI credits?
No. Customer order tracking and automatic logistics status updates do not consume AI credits. AI credits are consumed only when AI-powered workflows are used, such as AI order summaries, AI sales analysis, AI customer replies, or AI-generated communication.
What should merchants check before going live?
- Order placement
- Tracking page access
- Logistics integration
- Shipment status sync
- Customer notification flow
- Payment status display
- Order cancellation status
- Return or refund status
- Delivery status
- Mobile tracking experience
Order tracking depends on accurate order and logistics data. If a logistics provider delay, sync issue, wrong tracking ID, or shipment error occurs, the merchant may need to review the order and coordinate with the logistics provider.