Knowledge Base

Order Tracking

Order Tracking Notifications

Order Tracking Notifications

Last Updated: October 13, 2024

Order tracking emails are automatically sent throughout the shipment process, to keep customers updated and direct 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 how.

You can also use an integration like Klaviyo or Yotpo to send your notifications via SMS as well, with 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:

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

Emails 13 (1)

Customizing Order Tracking Notifications Content

To customize the content of your order tracking notifications:

1. Go to Settings > Emails > Content.

2. Click TRANSLATE ORDER TRACKING EMAILS.

3. Click the pencil icon of the language you want to edit.

4. Open the relevant order tracking notification you want to edit, or open the General section to edit the general content that's used in all tracking emails.

5. Edit the content as needed, using the hints to see which part of the email each field refers to.

6. Click SAVE at the bottom of the page to save the changes.

Troubleshooting

Order Not Receiving Updates

Automatic order tracking in ReturnGO is triggered by order fulfillment. When an order is fulfilled and the automatic tracking setting is activated, ReturnGO receives updates from your eCommerce platform. As the shipment progresses through its life cycle, ReturnGO will be updated and trigger any related notifications.

However, if automatic tracking was not enabled at the time the order was fulfilled, ReturnGO will not receive further updates for that shipment. To backfill tracking information, manually enter the order's details into the tracking portal, and future updates will be registered in ReturnGO.

Tip: It's recommended to always enable automatic order tracking to avoid missing updates.

Commonly Conflated Order Tracking Statuses

Ready for Pickup: Refers to when the carrier collects the package from the warehouse.
Ready for Collection: Refers to when the customer can pick up the package from the delivery center.

Advanced Order Tracking Email Editor

The advanced email editor enables you to customize your order tracking notifications in a way that better reflects your brand style.

This feature is currently in beta. Apply to join the beta.

Please note that once you start using the advanced email editor, the default emails will be permanently replaced with your custom versions. Meaning that if you leave the email blank, it will send a blank email.

To customize your emails using the email editor, 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:

Once the feature is enabled, go to your ReturnGO dashboard.
Click on Settings > Emails > Content.
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,
{{store_name}}

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 as you like, 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. Click on the save icon to 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