Order Tracking

Enhance transparent delivery experience by sending combined tracking updates across multiple channels with real-time package location information.

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Order Tracking

What is Order Tracking?

Order Tracking gives customers real-time visibility into their deliveries by combining Email and WhatsApp updates with live tracking links. Customers receive proactive notifications when their order is shipped, in transit, or out for delivery, making the experience more transparent and reducing support overhead.

Why Order Tracking Matters

Challenges

Uncertainty around delivery status frustrates customers and leads to WISMO support tickets. Delayed or unclear updates often create cancellations or distrust.

Opportunities

By proactively sending live tracking updates on both WhatsApp and Email, brands reassure customers, lower support load, and open a new channel to drive engagement (upsells, loyalty nudges).

Outcomes

Fewer WISMO queries

Improved customer trust and transparency

Higher engagement through touchpoints

Who is it for?

Audience

All users whose orders are shipped and live, excluding customers who have opted out of tracking communications or orders with shipping complications.

Exclusions

Customers who opted out of tracking updates, orders with delivery complications requiring special handling, or shipments not yet in carrier tracking systems.

How it Plays Out

A sample sequence for this use case.

day
0

Track your order live! Here's your real-time delivery status → [Tracking Link]

day
1

Track your package live right here → [Tracking Link]

day
2

Almost there! Your package is nearby → [Live Location]

day
3

Out for delivery now - track final mile → [Real-time Updates]

Best Practices

  • Send updates across both email and WhatsApp to ensure customers receive information through their preferred communication channel.
  • Provide live tracking links that show real-time package location rather than static status updates.
  • Include estimated delivery windows and any special delivery instructions to set appropriate customer expectations.

Order Tracking Examples & Prompts

Channel Examples

Email
Subject: Track your order live! Body: Here's your real-time delivery status with live tracking updates. Follow your package every step of the way. [Live Tracking]
WhatsApp
Copy
Track your package live right here. Get real-time updates on your delivery progress and estimated arrival time [Tracking Link]

Automate with Zenie Prompts

With Zenie, you can automatically coordinate tracking campaigns across email and WhatsApp channels.

Segment Prompt

Segment all users whose orders are shipped and live

Copy
Journey Prompt

Send combined tracking updates across Email + WhatsApp with live tracker link.

Copy
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FAQs

Why use both email and WhatsApp for order tracking instead of single channels?

Multi-channel tracking ensures customers receive updates through their preferred communication method and provides backup delivery if one channel fails. Email works well for detailed tracking information while WhatsApp provides immediate, mobile-friendly updates.

Should live tracking updates be sent at every package milestone or only key moments?

Focus on key milestones like shipping confirmation, in-transit updates, out-for-delivery alerts, and delivery confirmation. Too many updates can overwhelm customers while too few leave them uncertain about progress.

How do you ensure tracking information remains accurate across both channels?

Integrate directly with carrier APIs for real-time data and synchronize updates across all channels simultaneously. Test tracking accuracy regularly and provide fallback options when live tracking isn't available.

What should customers do if live tracking links aren't working properly?

Provide alternative tracking methods like carrier websites, phone numbers, or customer service contacts. Include troubleshooting tips and ensure customer service can assist with tracking issues quickly.

How do you measure multi-channel tracking campaign effectiveness?

Track engagement rates across both channels, customer satisfaction with delivery communication, reduction in delivery-related support inquiries, and delivery success rates. Monitor whether comprehensive tracking leads to improved customer experience metrics.