E-Commerce Order Tracking

Introduction:

Imagine you’re waiting at the traffic signal. You don’t know how long you’ll have to wait. You have no control over traffic, you can’t bypass the route, the weather is bad, and you are short on time. You hate it. 

The truth is – Everyone hates waiting, your customers included. 

This is where e-commerce order tracking comes into the picture.  It makes the process of waiting for online orders less frustrating for the customers and more helpful for the retailers. 

Interestingly, 90% of online buyers track their orders. 

Not long ago, order-tracking was an advanced logistics factor that only big players offered. Today, customers have a default expectation that online retailers will inform them about estimated delivery dates and keep them updated on their order status. 

Have questions around what is order-tracking, why do you need order tracking, and how order-tracking will impact your business in near future? Keep reading. 

If you quickly need to track your order or see how digital order tracking works, check this:

What is E-Commerce Order Tracking?

E-commerce order tracking is the process of monitoring an order’s journey from the moment it’s placed to its final delivery. Think of it as the GPS for your online shopping, showing you exactly where your package is and when it will reach your doorstep. For businesses, it’s a way to ensure smooth logistics and keep customers updated about parcel journey.
When you buy something online, order tracking helps you see where your package is and how soon it will reach you. After you place the order, you get a tracking number or link. Using this, you can:

• Know the Status: Check if your order is packed, shipped, or out for delivery.
• See Location Updates: Track the journey of your package—like “dispatched from the warehouse” or “arrived at your city.”
• Get Delivery Time Estimates: Know when your package is likely to reach your doorstep.

It keeps you informed, so you’re not left questioning where your order is. In short, it gives peace of mind while you wait for your goodies! 🎁

Also Read: Importance of Delivery Tracking System

Why is E-Commerce Order Tracking Important?

E-commerce has become like a war zone, and winning the war requires acquiring and retaining loyal customers. This is possible when brands build trust by offering transparency. 

Online shoppers can’t see any background activities after they hit the “Buy Now” button. Now, this lack of knowledge about their package makes them feel worried. In contrast, when they purchase something offline, they immediately own it. This delayed ownership causes minor frustration and anxiety in the customer’s mind. 

Naturally, when you offer visibility for order processing and shipping status, your buyer is relieved that their order is on the way. Regular status updates help you set their expectations right and lessen the chance of them being disappointed with your delivery experience. 

Similarly, retailers like you wonder whether you’ll be able to deliver the order within the promised timeline. You always need to be updated on order status so that you can improve the order fulfillment process on your end. The unexpected delays, or worse, damaged packages, can all be prevented if you track online orders.

For online retailers, order tracking offers valuable data to improve the overall delivery experience. 

Also Read: How does the courier/package tracking system work?

How Does E-Commerce Order Tracking Work?

Once the buyer hits the “Buy Now” button and completes the order, his job is over. It is the seller’s responsibility to deliver the order.
Smart sellers know their growing business needs a reliable logistics partner to ensure smooth delivery and real-time order tracking. Logistics partners can use one of these order tracking systems to track online orders.

1. Manual Order Tracking:  Manual order tracking requires the retailer’s staff to input the order status manually in an information record system for eg, Google Sheet or Excel.

2. Automated Order Tracking: An automated system uses technology to track and record the orders right from when they’re processed to when they’re delivered successfully to the customers. Everything is synced and available under a single dashboard and requires zero human intervention. 

3. Hybrid Order Tracking: A hybrid system is a blend of an automated and manual system. 

A reliable logistics partner uses an automated order tracking system which works as follows – 

1. While processing the order, the staff at the logistics partner assigns a unique number to the package. Order tracking systems use RFID, Bar or QR codes to assign a unique code called “AWB Number” that acts like a unique tracking code for the package. 

2. During each phase of shipping, the logistics system tracks the AWB Number and maps it to the stage of delivery journey of the parcel.

3. An automated system sends a message informing about the live location of the package to buyers.

4. The customers get the full picture of the package in transit if it has left the ‘fulfillment center’ or is ‘Out for Delivery.’ 

Things to look out for while choosing order tracking partner:

An effective order tracking system must save precious time and money for the online retailer. Things to look out for while choosing an order-tracking system to ensure it serves this purpose – 

• Real-Time Updates: Provide real-time updates to customers about the status of the shipment, including the live location. The tracking code is key to this information. 

• Multi-Channel Notifications: Different customer bases can have varying priorities when it comes to communication channels. Order tracking systems must enable email, SMS, and push notifications to reach out to all customers. 

• Delivery Estimates: Estimated time of arrival (ETA) updates are critical to customers. About 24%, that’s roughly every 1 in 4 shoppers, will abandon the cart if buyers fail to give an estimated delivery date for delivery. 

• Interactive Tracking Pages: The entire customer experience speaks for how much you care for the convenience of your customers. User-friendly interfaces for checking order status ensure your customers stay informed without thinking twice. 
• Branded Tracking Pages: Build customized tracking pages to build brand trust and offer a homogenous brand experience. 

• Returns Tracking: Returns pose a big challenge to sellers. An effective order tracking system helps track the status of Return orders as well. 

Also Read: How To Choose The Right ECommerce Shipping Partner

Benefits of E-Commerce Order Tracking to shoppers

1. Trust factor 

When sellers offer regular updates on order processing and shipping status, a buyer trusts the e-commerce seller and feels confident about the money spent and their order. 

2. Convenience 

When buyers are informed timely about their order status and location, it becomes convenient for them to be available to collect the shipment. 

3. Customer Involvement 

Unlike physical stores, buyers aren’t fully involved in online shopping. Order tracking makes buyers a part of this journey and keeps up their excitement about buying something new from your store. 

Benefits of E-Commerce Order Tracking for D2C Brands 

1. On-Time Shipping 

The visibility of the actual location in real-time helps resolve any bottlenecks and ensure timely delivery of the order.  

2. Improved Delivery Rates 

Regular order tracking helps buyers to be present at the delivery address to receive the shipment or arrange for alternative solutions. This helps sellers maintain high delivery rates and lower return rates

3. Excellent Customer Experience 

The order tracking page is like another chance for your customers to interact with your brand. Make the most of this interaction by providing effortless, accurate, and quick information. 

4. Decreased Customer Queries 

Another benefit is reduced workload for customer support professionals, who are otherwise burdened with WISMO queries. This also helps sellers save time and money on customer support functions. 

5. Brand Loyalty 

It’s not only the product, it’s the overall experience that will make you memorable to your customers, making them return to your store and become a loyal fan of your brand. 

6. Positive Reviews 

The direct result of a positive experience with your brand is your chance to receive positive testimonials from the customer, which will attract new customers.

Challenges in Order Tracking and How to Overcome Them

• Delayed Updates: 

Delayed updates defeat the purpose of the order tracking system. Different carriers, and multiple e-commerce storefronts can cause delays in exchanging updates. Also, the lack of an automated system that sends messages on the seller’s behalf can also cause delays. 

Solution – Use real-time tracking tools that provide accurate data on a single dashboard to prevent any hold-up of information. 

• Miscommunication: 

The journey of a shipment from fulfillment to delivery address involves multiple exchanges and handling while order picking, packaging,and actual shipping. This means that a package can be late or harmed at any stage. The role of an effective order tracking system is to take into account all these factors and ensure smooth communication to the end customers, making their life convenient. 

Solution – Notify customers of delays proactively, to reset their expectations and give them first-rate customer experience. Talk to them on their preferred channel to avoid missed messages. 

• Lost Packages: As discussed, packages go through multiple stages and are handled by multiple people and a single mistake can cause the order to be misplaced or lost. 

Solution – Set up an easy claims process for customers because they’re usually in the dark when it comes to the existent order processing and fulfillment process. Streamline your order picking and packaging process and improve warehouse management. Alternatively, you can rely on a comprehensive automated order tracking system to do the job. 

Integration of multiple channels : Multiple carriers and storefront options present the challenge to integrate all the data and systems seamlessly. Use of multiple disjointed systems can ruin the customer experience and make business processes difficult for retailers. 

Solution – A powerful order tracking system integrates all modules of an ecommerce business to give a single unified view with the latest data. 

• Outdated technology: Use of legacy systems may cause issues in the accurate order tracking with manual errors creeping in. This can lead to unwanted expenses and wasted time to bring them at par with modern businesses. 

Also Read: Here Is How iThink Logistics Fixes Order Pickup Delays

Solution – Use a modern, automated order tracking system that provides all functionalities in a streamlined manner. 

Best Practices for E-Commerce Order Tracking

• Clickable Links:

Offer clear tracking statistics with clickable links that help customers immediately check the status. 

• Multiple Communication Channels:

Provide updates using one or all of SMS, email, or a dedicated app. This ensures you serve customers where they’re likely to see the results of their common query – track my order. 

• Brand Cohesion: 

Use branded tracking pages to reinforce brand identity and provide a uniform experience across channels.

• Set The Right Expectations:

Send proactive notifications on delivery changes or delays. This conditions the customers to have the right expectations and avoid any negative or unexpected experience. 

Future of E-Commerce Order Tracking

Technology is rapidly evolving, and the e-commerce sector isn’t untouched by it. We’re looking at automated vehicle fleets and sensor-fitted packages. Let’s deep dive into what retailers like you can expect to see in the near future – 

• AI and predictive tracking:

Generative AI can process scattered data and build a central information hub to analyze and predict supply chain issues like overstock or stock-outs. Plus, AI can also source and process real-time data like weather conditions or entry points to a large building for local delivery. 

Amazon has already implemented this type of technology in its fulfillment centers and orders tracking system. 

• Role of IoT (Internet of Things):

The Internet of Things is a technology that connects everyday objects to the Internet to share data using cameras or sensors. Packages fitted with sensors can provide useful data that can be shared over the internet and processed to find meaningful insights into the movement of shipments, storage conditions in warehouses, or route optimizations and faster delivery. 

• Automation: 

Big players like Google recently experimented with drones to deliver small packages within one hour. You must have seen automated, driverless cars. Now, they can be further used for managing shipping and logistics operations. 

Plus, customer chatbots are another use case of automation that can update the customers about order tracking status and answer WISMO queries. 

Conclusion 

E-commerce order tracking is critical to the success of an e-commerce business because this function directly caters to the end customers and largely shapes customer behaviour. Plus, order tracking also offers insight into supply chain issues that need attention. 

An automated logistics solution can not only simplify E-commerce order tracking but also streamline other related operations. While the initial investment can be costly, it brings net positive results for retailers with efficient operations and loyal customers. 

Our E-commerce order tracking system can help your online store become the #1 choice for your customers. Get in touch today. 

FAQs on E-Commerce Order Tracking

1. What is E-Commerce Order Tracking?

Tracking the status of an online order on the way to a shopper’s doorstep is Order tracking. It helps both customers and retailers know the location of their packages. 

2. Why is order tracking important for online stores?

When online stores have visibility of their own orders, they are better equipped to refine their order fulfillment processes with the available data. For customers, online order tracking ensures greater transparency, trust, and convenience. 

3. What are the key features of a good order-tracking system?

The key features of a good order tracking system are the ability to integrate multiple carrier channels and provide accurate real-time location of the shipments. Besides, an order tracking system must offer multi-channel notification and branded tracking packages to ensure the best possible customer experience. 

4. How does real-time tracking work?

Real-time tracking can make use of two technologies. The first is GPS technology that can give ground reports on fleet and weather, etc. Another is a sensor technology like QR codes that can store updates about the location to be shared on the tracking package. 

5. Which order tracking tools should I use for my store?

You can use any of the order tracking tools. But, the most important thing to remember is you need more than an order tracking tool that provides a one-in-all solution for your logistics requirements, the best logistics solution available. 

Also Read: Difference Between Shipping and Delivery