Order tracking for your buyers

What order tracking does

Every store gets a public order-tracking page where a customer can look up an order and see its current status for themselves. It saves them from messaging you for an update, and saves you from answering "where is my order?" one reply at a time.

How a customer tracks an order

Tracking is available on your storefront without the customer needing to log in. To see an order, the customer enters:

• their order number, and
• the email address used on the order.

Both must match for the status to be shown. This keeps order details private — a stranger cannot look up someone else's order just by guessing an order number, because they would also need the email that placed it.

What they see

Once verified, the customer sees the status of their order — where it is in your fulfilment process. As you update an order in your dashboard, the tracking page reflects the latest state, so the information a buyer sees stays in step with your records.

Helping customers find it

The order number and the tracking link are the two things a buyer needs, so make them easy to find:

• The order confirmation email your store sends includes the order number.
• A link to the tracking page sits in your storefront so returning customers can reach it.

If a customer says they cannot track an order, the usual cause is a mismatched email — they may have checked out with a different address than the one they are entering. Ask them to use the exact email from their confirmation.

Why it helps

Self-service tracking is one of the simplest ways to cut down on support messages while making buyers feel looked after. Combined with keeping your order statuses up to date, it means most customers can answer their own "has it shipped yet?" question without ever needing to contact you.