Understanding the Difference Between Tracking and Order View Pages in WeSupply

1. Overview

WeSupply provides two key customer-facing pages: the Tracking Page and the Return Page. While both enhance the post-purchase experience, they serve different purposes:

• The Tracking Page keeps customers updated on the shipping journey.
• The Order View Page allows customers to initiate and manage product returns or exchanges.

Understanding the differences will help you configure both pages correctly and improve customer satisfaction.

2. Pre-requisites

Before using these features, ensure:

• Your WeSupply account is set up and connected to your eCommerce platform (Shopify, Magento, BigCommerce, etc.).
• Tracking carriers are properly integrated, so shipment updates display.
• Return and warranty methods are configured under Settings → Return and Warranty Methods.

3. Step-by-Step Explanation

A. Tracking Page

The Tracking Page displays real-time updates about a customer’s order. It typically includes:

• Carrier updates (in transit, out for delivery, delivered).
• Estimated delivery dates (if enabled).
• Marketing banners or upsell opportunities.
  

📍 How customers access it:

• Via tracking emails or SMS notifications.
• Direct links embedded in your store or order confirmation messages.

B. Order View Page

The Order View Page is where customers initiate returns or exchanges. It includes:

• Return reason selection.
• Options for refunds, exchanges, or replacements (based on your return logic).
• Label or QR code generation if return shipping is required.
  

📍 How customers access it:

• Through your store’s navigation (if you add the link).
• Via return instructions in confirmation emails.

4. Examples / Best Practices

• Branding: Customize both pages with your logo, fonts, and colors under Settings → Branding → Pages to ensure a consistent brand experience.
• Clarity: Use clear messaging on the Return Page about eligibility, deadlines, and policies to reduce confusion.
• Engagement: Add marketing banners on the Tracking Page to promote related products or seasonal offers.
• Testing: Always preview both pages before publishing to ensure they reflect your policies and branding.

5. Troubleshooting / FAQ

Q: Why don’t tracking updates appear on the Tracking Page?
A: Check that your carrier integrations are active and that the tracking number has at least one scan from the carrier.

Q: A customer cannot initiate a return. What should I check?
A: Confirm that the order status is marked as delivered in WeSupply and that the return window is still open.

Q: Can I use the same link for both Tracking and Return Pages?
A: No, these are separate URLs. The Tracking Page is for shipment updates, while the Return Page is for return initiation.

Q: Can both pages be customized separately?
A: Yes. You can independently edit layout, design, and content for each under Branding → Pages.