Checkout isn’t the finish line. It’s the first chance to prove that your customers can trust you. When shoppers place orders, they expect transparency and real-time updates.
Research by Verte, as Businesswire reports, confirms this reality. About 91% of consumers track their packages, and 82% expect precise delivery information.
An order tracking system can offer shipment visibility for both you and your customers. It reduces customer anxiety and “Where is my order?” queries. The cherry on top is that the benefits go beyond customer experience. Order tracking solutions also dispense many advantages that simplify your business operations.
In this guide, we will walk you through the essentials of an order tracking system. Also, how to choose the best order tracking system for your business. Are you ready to turn shipping chaos into customer satisfaction and smooth logistics? Read on!
What is an Order Tracking System?
An order tracking system tracks and monitors order status after customers place orders. It also gives a clear view of estimated delivery dates and any possible delays in real time. But how does it do this?
Simply put, it gathers tracking data from shipping carriers like FedEx, UPS, DHL, and USPS. Then, it organizes this data in a single place for you and your customers to see. This could be via a branded tracking page, email notifications, or a dashboard.
Without an order tracking system, you would have to check individual carrier websites for order updates. This is inefficient, particularly when you’re managing several orders across shipping providers. It also inconveniences your customers, who prefer simplicity.
A typical order tracking system has some defining features that make it beneficial. For customers, live order status updates in a single place are a pro. For you, tracking high volumes of orders becomes easy. Let’s take a closer look at the features that make this possible.
Key Features of an Order Tracking System
1. Live Order Status Updates
An order tracking system follows orders at different stages. These include “processing,” “shipped,” “in transit,” “out for delivery,” and “delivered.” Many systems also offer live tracking details. So, your customers can see the exact location of their packages.
2. Centralized Order Dashboard
The dashboard is where you can track shipments from different carriers. It helps with order management, especially if you handle high order volumes. You can also access order data, as well as carrier and customer details here.
3. Automated Shipping Notifications
Order tracking systems notify customers via SMS, email, or apps when there is a change in order status. You also receive updates.
4. Branded Order Tracking Page
Order tracking systems allow you to offer branded tracking pages. This means that you do not have to redirect your customers to carrier websites. These pages can also serve as spaces for customer engagement and marketing. For example, the branded tracking page can inform customers about a loyalty program.
5. Exception Management
Sometimes, order delivery gets delayed or fails. In such moments, a tracking system supports crisis management to protect customer trust. You receive automated alerts about possible issues before they escalate. This helps you act quickly. You can also talk to customers and carriers to solve issues on time.
6. Analytics and Reporting
Tracking systems often collect and communicate valuable performance information. With this information, you can keep a close eye on your entire shipping process. This includes analyzing carrier efficiency, delivery times, and common bottlenecks in logistics. These metrics help you improve shipping strategies. This way, you can satisfy more customers and cut costs.
7. Bulk and Automated Tracking
Now, let’s focus on a few features that particularly cater to ease of operations for you. Order tracking systems make it possible for you to track volumes like 10,000+ orders at once. Imagine doing this manually! Furthermore, tracking systems also automatically identify the shipping carrier. So, you don’t need to feed this information yourself.
8. Integration Capabilities and Customization
A good tracking system integrates well with eCommerce platforms, CRM software, and ERPs. You can be sure that tracking data will stay consistent in all your business systems.
Also, tracking systems provide API endpoints that especially serve your various tracking needs. With custom API rate limits, you can rest assured of high performance even with bulk order tracking.
What’s more, tracking systems also enable live tracking across sales channels. So you and your customers can have a centralized tracking experience.
Why is Order Tracking Important for Your Business?
Did you know that most shoppers refuse to go back to a business after a single bad post-purchase experience? Yes—a survey by Ipsos and Octopia revealed that almost 85% of customers do not return after a poor delivery experience. However, this is easily avoidable.
A good order tracking system can address several concerns that customers have during the delivery process. Essentially, live tracking builds trust and also brings down customer uncertainty and ambiguity. So, it makes them more convinced and inclined to come back for future purchases.
Another advantage of order tracking is that it reduces cart abandonment rates. When customers feel secure due to clear delivery timelines, they are more likely to follow through with the payment. In parallel, you also gain more customer loyalty and word-of-mouth referrals. It’s because customers appreciate it when eCommerce businesses make promises that they keep.
Furthermore, an order tracking system substantially cuts down on WISMO queries. Your customer service can then focus on issues that require more time and energy. In short, you benefit from smoother logistics, which saves time and resources.
Common eCommerce Order Tracking Challenges for eCommerce
Order tracking does come with its benefits, but it can also present a few challenges. Let’s take a detailed look at these challenges so that you’re better equipped to combat them.
1. Multi-Carrier Tracking Problems
If you use a mix of carriers for order fulfillment, you would already know that they all function a little differently. Having several carrier options like UPS, DHL, and FedEx has the luxury of flexibility, but it also creates some shipping challenges.
- Carrier APIs and Formats
Every shipping company has its own system it uses to track shipments. The authentication methods are different, and so are the data formats as well as update procedures. Smooth tracking in such a scenario requires you to integrate many carrier systems. This isn’t cost-effective and needs a lot of time.
- Inconsistent tracking status terminology
Customers can get confused if your order tracking system uses different terms to describe the same processes. Basically, if one carrier says “Out for Delivery” while another says “On Vehicle for Delivery,” your customers may start raising more support tickets. Other terms that essentially convey the same message, like “Delivery Exception” and “Weather Delay,” also cause these problems.
- Different update frequencies
Again, various carriers have different update frequencies. Some premium shipping options may provide minute-by-minute updates. Others may update only at specific checkpoints. A handful of carriers may only refresh the order status a few times a day. Such inconsistencies can hinder customer experience.
They also make it harder for you to ensure that your customers do not feel like they’re facing unpredictability on order status each time they place orders with you.
2. Manual Tracking Management
Many businesses prefer tracking orders manually. However, this method comes with a lot of inefficiencies and leaves room for error.
- Errors in tracking number uploads
The risk of typos is at an all-time high if you enter tracking numbers manually. Getting even a single digit wrong can render the entire tracking number invalid. Your customers can then feel exasperated when they cannot find their order in tracking systems. This will naturally lead to higher support inquiries and lower customer loyalty.
- Tracking failures due to mismatched carrier data
The tracking system doesn’t recognize situations when someone assigns the wrong carrier to a specific tracking number. If you upload spreadsheets with incorrectly aligned columns, this can happen. Another way it can happen is when staff members accidentally select the wrong carrier manually. Such human errors can lead to “Not Found” results when customers enter their tracking ID. It can leave them feeling full of panic and uncertainty.
- Difficulty handling large volumes of orders
If you’re regularly working with large order volumes, it becomes impractical to check each shipment or package by hand. However, this is where shipment tracking automation is beneficial. It becomes easier for your team to pinpoint delays or misplaced packages. You can then address these problems before your customers recognize them and complain.
3. Customer Communication Issues
Tracking data can be quite accurate. But if its communication is poor, customers will have a less than ideal experience.
- Too many or too few tracking updates
If you send too many updates, customers might feel overwhelmed. If you send too few, they might feel left in the dark. Finding the right balance is key. You want to give them enough information to feel reassured, but not overwhelm their inbox.
- Inconsistent tracking information across platforms
Customers often track their order status on your website, by email, or through SMS. Sometimes, these platforms may show different statuses. This might be due to slow updates or system issues that aren’t your fault. However, the result is that customers lose trust in your tracking system.
- Poor communication about delays
Delays happen, but how you communicate them makes all the difference. A vague message like “Shipment Delayed” doesn’t tell customers much.
A more useful update would be, “Your package is currently awaiting customs clearance. Expected delivery in 2-3 days.” Giving customers clear and detailed updates reduces frustration and unnecessary support tickets.
4. International Shipping Challenges
Shipping across borders brings more complexities that can make tracking less reliable.
- Carrier handoffs causing tracking gaps
When it comes to international shipments, the involvement of several players is quite common. This means that a package will change hands multiple times. From the original carrier to an internal freight service to the destination country’s postal system—it could be anything.
Now, during such transition points, the order status may disappear or not reflect updates. Your customers may feel worried or get the impression that their package has been lost.
- Unreliable delivery estimates
Processing times for customs can vary as per the contents of the package, its destination, or any other factors. Some shipments make it through costumes within a matter of hours. Others may take weeks.
If you’re promising a “7-10 day delivery” to your customers, but then delays due to customs extend this to 20 days, you lose out on credibility. Your customers will feel frustrated and question whether they can rely on you or not. So, an advanced tracking system that helps you set and communicate realistic expectations is important.
- Language barriers
Sometimes, tracking updates are in languages that the customer doesn’t speak. This can lead to incorrect status updates or comprehension issues at their end. For example, an American customer ordering from a Japanese store might receive updates in Japanese. It is bound to leave them confused.
So, it’s your responsibility to provide translations for important updates and offer clarity. Doing so has another benefit: a strong global presence for your brand.
5. Returns Tracking Complexity
As an eCommerce store owner, you already know that returns are part and parcel of the business. No pun intended! However, many businesses struggle to effectively track returns and accordingly provide updates to customers.
- Limited return shipment visibility
While outbound shipments may have comprehensive tracking, return shipments often lack these. There may be minimal or no real-time status updates available to your customers. This can cause customers to feel uncertain about their refunds, leading to disputes and inquiries.
- Disconnected return tracking and order history
Most tracking systems don’t integrate return tracking with order history. A customer might check their account and see “Delivered” for the original order. Yet, they may have no idea if you’ve received or processed their return. Without a clear returns tracking system, customers may stress over refunds.
It depends on the system you choose, but generally, order tracking systems do not integrate return tracking with order history. Your customers might check their order history and see “Delivered” for orders they’ve returned. So, they may have no information on whether you’ve received or processed their return. Your customers are bound to stress out in the absence of a clear returns tracking system.
How Does Order Tracking Software Help Your eCommerce Business?
Based on the above section, you may feel that order tracking is a tricky affair. However, there’s nothing to worry about. The right software makes it easier. It streamlines your operations, enhances customer satisfaction, and helps you cut costs. Let’s look at how a good order tracking system benefits your business.
1. Proactive Customer Communication
Customers will value you more if you maintain clear communication at all stages of shipping. Live notifications via email, SMS, or push alerts help them stay updated. Another aspect of order tracking is a branded tracking page, as you’ve learned. These pages also keep customers engaged with your business, since they don’t end up visiting carrier pages and stick to your brand.
On another note, through clear delivery expectations, you save your customers from a lot of frustration. With increased feelings of control and satisfaction, customers develop loyalty to your brand as well.
2. Reduced Customer Service Inquiries
With timely order status updates, tracking software cuts down on order inquiry support tickets. Your customers can access important order information themselves instead of contacting support. Your teams, therefore, get more time and capacity to focus on urgent subjects.
3. Automated Shipment Tracking
Order tracking software saves time by automating tasks, whether you need basic carrier updates or a fully automated system. Below is how order tracking software reduces your workload.
| Tracking Method | What do you need? | What should order tracking software offer? |
| Manual Tracking | Tracking number, carrier | Basic carrier integration, simple interface for individual entry |
| CSV Bulk Tracking | List of tracking numbers and carriers | Bulk import/export, optional carrier detection, error validation, batch processing |
| Automated Tracking | Only tracking numbers | Multi-carrier API integration, real-time updates, automated carrier detection, event-based notifications |
4. Multi-Carrier Shipment Tracking
A unified tracking API makes it easy to manage many carriers. It brings together all major shipping providers into one system.
On one hand, standardized status codes simplify tracking updates. On the other, centralized data improves carrier performance analysis and logistics optimization. It’s a balanced approach that guarantees a positive impact.
5. Delivery Exception Management
Delays are unavoidable. Often, it’s out of your hands as well. However, in such situations, crisis management is important. With a tracking system, your teams will receive automated alerts about shipment exceptions, whether via emails, dashboards, or webhooks.
Moreover, custom exception rules can help you put delays into categories for better management. You can also maintain precision in your overall shipping and logistics data.
6. International Tracking Efficiency
International shipments often bear the brunt of carrier transitions and customs processing timelines. If you’ve got a good order tracking system that unifies all carriers in the shipping chain, you can get real visibility. Smart order tracking systems include customs processing times in the delivery date estimation.
Furthermore, they also help translate order updates for your audience, removing language barriers and improving customer experience.
7. Return Tracking Management
Returns are a key part of the post-purchase experience. Order tracking software makes it super easy for customers. They can track returns just like they track outbound shipments.
What’s more, you can also connect return shipments to the original orders and refunds. Finally, automated status updates further reduce the need for manual intervention.
Order Tracking Software Solutions Across Industries
Order tracking is not exclusive to eCommerce. It’s the norm in several busy industries. It helps different sectors monitor shipments and run their operations in a smooth way. From the ones in logistics to those in healthcare, all businesses use tracking systems. The key takeaway is that order tracking systems boost customer satisfaction and increase efficiency, regardless of the industry.
Let’s look at some industries that make use of order tracking software regularly.
Order Tracking in Logistics and Transportation
Notable carriers like DHL, UPS, and FedEx use GPS tracking to keep an eye on their shipments. They require automated updates and often use standard status codes to maintain uniformity. They can then easily track packages from pick-up to delivery and guarantee a good experience for their clients. That’s what keeps them ahead in the game, and this reliability is why their market penetration is far higher than other services.
Retail and eCommerce Order Tracking
Order management systems and warehouse systems are central to the retail business. Retailers, therefore, often connect their order tracking systems with these two systems as well. This paints a very clear picture of the status of online orders, in-store pick-ups, and doorstep deliveries.
Furthermore, thanks to automated updates, retailers also come across lower customer questions. The cherry on top is that communication of accurate delivery timelines help retailers elevate the overall shopping experience for customers.
Manufacturing and Supply Chain Tracking
Raw materials, components, and finished products—manufacturers use order tracking systems to keep a close watch on all of these. For example, Toyota’s Just-in-Time model makes use of RFID and barcode scanning for visibility. It helps Toyota keep note of its inventory, slash waste volumes, and optimize production schedules.
Healthcare Order Tracking
In healthcare, precise tracking is fundamental for patient safety and regulatory compliance. Hospitals and labs track pharmaceuticals, medical supplies, and lab specimens. IoT sensors ensure proper storage. They send real-time alerts to avoid errors and keep products safe.
Order Tracking System Implementation Guide
So, you’ve decided to upgrade your eCommerce store with a new order tracking system. Where do you begin? This is where choosing the right tracking solution is super important. When you do this right, it boosts efficiency and keeps customers happy. Let’s take a look at the basics.
Choosing the Best eCommerce Order Tracking Software
The right order tracking software depends on several key factors:
Order Volume Assessment
- Small businesses shipping fewer than 50 orders per month may use carrier-provided tracking.
- High-volume businesses need scalable solutions with bulk tracking, automated updates, and multi-carrier support.
Functionality Requirements
- Basic tracking provides shipment status updates.
- Advanced solutions deliver real-time tracking. They feature branded tracking pages, send automated customer notifications, and offer analytics dashboards.
- Reducing WISMO inquiries requires automated email and SMS alerts.
Carrier API Integration
- Multi-carrier tracking APIs make it easy to observe shipments from different carriers.
- Choosing a system with pre-built carrier integrations reduces development time and maintenance costs.
eCommerce Integration
- Seamless connectivity with platforms like Shopify, Magento, and WooCommerce ensures a streamlined experience.
- Integration with ERP and WMS systems enhances order management.
Budget Considerations
- SaaS solutions provide subscription-based pricing with lower upfront costs.
- Custom-built systems need significant investment but offer complete control.
- A SaaS solution with API flexibility balances cost and customization.
SaaS vs. Custom Development: Evaluating Your Options
Choosing between SaaS and custom development depends on cost, implementation time, and control.
| Aspect | SaaS Tracking Solution | Custom Development |
| Implementation Time | Fast deployment (days/weeks) | Long development timeline (months) |
| Scalability | Easily scales with business growth | May require redevelopment |
| Initial Investment | Low upfront cost, subscription-based pricing | High development and deployment costs |
| Customization | Configurable within system boundaries | Fully customized but complex and costly |
| Maintenance | Managed by provider | Requires in-house IT team |
| Carrier Integrations | Pre-built, unified multi-carrier support | Custom-built integrations |
| Updates | Automatic feature upgrades (AI-powered EDD, analytics, etc.) | Manual updates and maintenance required |
| Compliance and Security | Industry-standard certifications (GDPR, CCPA, ISO 27001) | Requires internal audits |
| Analytics and Reporting | Built-in dashboards | Requires custom-built reporting |
| Support | 24/7 provider support | Internal team manages issues |
| System Uptime | 99.9%+ uptime, provider-monitored | Dependent on internal infrastructure |
Implementing an Order Tracking System
Different platforms have different processes for implementation. However, let’s take a look at a basic workflow:
SaaS Implementation
- Integrate APIs: Connects with eCommerce platforms, carrier networks, and order management systems.
- Configure and Customize: Adjust branding, notification settings, and tracking pages.
- Test and Validate: Ensure tracking accuracy and verify timely notifications.
- Deploy and Train: Train staff on dashboard usage and customer support.
- Optimize Logistics and Analyze Performance – Utilize tracking data for logistics operations, carrier performance analysis, and delivery optimization.
Custom Development
- Develop System and APIs: Build a backend for tracking. Next, integrate it with carriers.
- Design UI and Set Up Alerts: Create a branded tracking portal and set up automated alerts.
- Test and Tweak: Simulate real-world scenarios and take optimization measures for system stability.
- Launch and Monitor: Roll out in phases and put a maintenance plan in place.
Major Metrics for Judging Order Tracking Performance
Your job isn’t over once you pick and implement an order tracking system! It is also equally important to monitor performance and note the overall order tracking performance of your store. Diligent monitoring and evaluation helps you judge the effectiveness of the system, pinpoint bottlenecks, and streamline logistics. Here are a few KPIs you can keep an eye on for this purpose:
- Reduction in WISMO Inquiries: Fewer customer service tickets show improved shipment visibility.
- Customer Satisfaction Scores: Higher ratings and positive reviews reflect an improved post-purchase experience.
- Cart Abandonment Rates: Real-time tracking updates reduce checkout hesitancy.
- Repeat Sale Frequency: Reliable tracking fosters customer loyalty.
- Customer Support Time per Order: Lower handling time indicates operational efficiency.
- Website Engagement with Tracking Pages: High engagement suggests customers value real-time tracking.
- Delivery Exception Resolution Time: Faster resolutions prevent negative customer experiences.
The Best Approach: Hybrid Order Tracking Software
You don’t need to pick between custom development software and SaaS. You can go for a hybrid approach. Such an approach blends the best of both choices. You benefit from the quick, hassle-free setup of SaaS, while also having access to custom features for the unique needs of your business.
An example of such a hybrid, complete SaaS tracking platform is TrackingMore. Its enterprise-grade APIs can help you add advanced features with ease. You can rest assured of peak operational efficiency while enjoying flexibility and steady growth.
Final Words
Picking the right order tracking system is crucial. It helps enhance your logistics and please customers. If you’re a small business, look for affordable solutions that are easy to integrate. Medium-sized businesses can use tracking tools that grow with them. These tools also offer better visibility. Larger businesses need powerful, API-driven platforms to handle high shipment volumes.
If you need a reliable and scalable choice, choose TrackingMore. We’ve been dedicated to shipment tracking for over 10 years, and we know what solutions you want and need. Try TrackingMore for a 14-day free trial!
FAQs
Having worked in the B2C, B2B, and dropshipping industries, I has built a profound understanding of e-commerce and logistics. Passionate about writing, I loves creating compelling and in-depth content that resonates with our audiences.
