Order Tracking

The order tracking feature includes an order tracking portal and notifications enabling customers to check the status of their order shipments and view shipment history in real-time.

Capabilities and Requirements

  • Order tracking is a quota-based feature, similar to returns. This means that you have a certain number of shipments that you can track each month, and you will be charged for any additional shipments.
  • To activate order tracking, you will need to contact us to purchase a shipment tracking quota for your store.
  • Order tracking is a feature of the returns system, so it cannot be used independently at this time.

How to Configure Order Tracking

To configure order tracking:

1. Enable order tracking

Contact us to enable the feature and purchase a shipment tracking quota for your store.

2. Set up the tracking portal

Customize your portal in Settings > Portals > Look and Feel. Adjust font colors and offset settings (these will affect all ReturnGO portals), and define the portal’s search options such as tracking number, order number, or zip/phone/email.

3. Customize your email notifications

Customize which email notifications ReturnGO sends to your customers under Settings > Emails > Content.

4. Add the tracking portal to your store

    1. To add the order tracking portal to your store, add the link anywhere on your website or use the advanced HTML editing guide found under Settings > Portals > Look and Feel.

How to Start Using the Order Tracking Portal

Before you go live with the portal, it’s recommended to test it first. Enable some of the relevant email notifications, then search for one of your orders in the tracking portal (keep in mind that tracking updates aren't always received in real-time from the carriers, so the new order you see may not have the tracking information yet and will be updated later).

Once you’re done with notification editing and testing, you’ll be ready to go live with the portal. 

In order to go live and start using the order tracking portal, make sure you set your store to start tracking all orders.

To start using the portal:

  1. Go to Settings > Integrations > Products & Services.
  2. Open the Shopify Integration section.

   3. Enable the Automatically track all orders toggle.
    1. When it's disabled - ReturnGO won’t automatically track new orders when they’re created, but only when they are submitted in the tracking portal, sending email notifications (great for testing).
    2. When it's enabled - Any new order that's fulfilled/partially fulfilled and has a tracking number, will be tracked by ReturnGO and will receive the relevant email notifications.

   4. Copy the order tracking portal URL and add it wherever you want customers to be able to find the portal - website header, footer, product pages, confirmation emails, etc.

The Customer Flow

The order tracking portal will look similar to the return portal and will have 2 screens: 

  1. Search screen
  • Customers can enter their order number or tracking number to search for their order.

2. Order tracking information screen
  • Customers can view all shipments related to the order (including multi-shipment orders), along with the tracking number, status, estimated time of arrival (ETA), and shipment history. 
  • Customers can also choose to opt out of receiving further notifications about the order from this screen.

The order tracking portal is a valuable tool for customers as it enables them to track the status of their orders and receive updates along the way. This can help reduce anxiety and frustration, and make customers more likely to shop with you again in the future.

Unfulfilled Items

Unfulfilled items in partially-fulfilled orders can be seen on the order tracking portal as a separate "shipment", so the customer can see any remaining items that haven't yet been shipped.

Order Tracking Notifications

Order tracking emails are automatically sent throughout the shipment process, to keep customers updated and refer them to the order tracking portal to view their shipment details.

The emails can be customized to fit your brand tone and style, and you can choose which ones to send and which not to send.

You can also integrate with Klaviyo to send your notifications through there if you prefer, for additional flexibility and customization.

Selecting Which Emails to Send

The Email Content page lets you choose which emails to send and which not to send, as well as send yourself test emails. Learn more about testing emails here.

To adjust each notification’s settings:

  1. Click on the dropdown next to the relevant notification.
  2. Select whether you want it to be sent or not.
  3. Click the save icon.

Emails 13 (1)

Customizing Order Tracking Emails

Your order tracking notifications are automatically sent with default content. However, you have the option to create customized emails that reflect your brand and style.

This feature is currently in beta. Contact us to activate it.

Before starting, be aware that once you begin using the email editor, the default emails will be permanently replaced with your custom versions.

To customize your emails using the email editor, you’ll copy the template provided here into the email editor, and then adjust it as needed, using variables to personalize the emails, showing them the relevant order number, shipment status, and more.

Follow these steps to create a custom email:

  1. Go to your ReturnGO dashboard.
  2. Click on Settings > Emails > Content.
  3. Click on Order Tracking Emails.

4. Click on the email you want to edit.

5. Click on the middle of the screen to open the editor.

6. Paste the template into the editor.

Email Body Template:

ORDER {{order_name}}

Hi, {{first_name}}!

Your order’s tracking status has been updated to: {{status_description}}, for your shipment with tracking number: {{order_tracking_number}}

Click on the link below to view full details of your shipment’s tracking history: {{portal_tracking_url}}

Need help? Do not reply to this email. Please contact {{customer_support_url}} customer support.

Thank you,

7. Click on the area below the main message to open the footer editor.

8. Paste the footer into the editor.

Footer Template:

Not interested in receiving any more updates for this order? Click here: {{unsubscribe_link}}

9. Customize the message, including the subject line and footer.

Note: Your logo can be edited under Settings > Emails > Look & Feel. The logo you add there will appear at the top of all the email notifications you send to customers.

10. You can personalize the emails using variables, which can be accessed by clicking the lightning bolt icon and navigating to Tracking > Variables

Copy the variables you want to use into the relevant email section, and format them with double curly brackets; e.g., . When the email is sent, the variable is replaced with actual order details, creating customized emails with personalized information for each order.

11. Save the email.

Now, this is the email that will be sent to your customers at the relevant stage.

You can send a test email to yourself to see how it looks by clicking on the test tube icon and inputting your email address.

Note: If you don't change anything, ReturnGO will use the default content. However, once you change anything in the editor, the default content is deleted.

This means that if you write something in the editor and then delete it, your customers will receive a blank email.

Whatever is in the editor is what gets sent to customers, so make sure you're satisfied with the email in the editor before saving changes.

Email Body Template

ORDER {{order_name}}

Hi, {{first_name}}!

Your order’s tracking status has been updated to: {{status_description}}, for your shipment with tracking number: {{order_tracking_number}}

Click on the link below to view full details of your shipment’s tracking history: {{portal_tracking_url}}

Need help? Do not reply to this email. Please contact {{customer_support_url}} customer support.

Thank you,

Email Footer Template

Not interested in receiving any more updates for this order? Click here: {{unsubscribe_link}}