Enhancing Customer Experience: Direct Access to Tracking from Order Lookup – WeSupply

1) Overview

Give customers one-click access to tracking right from the Order Lookup page. Once a shipment exists, a View Tracking button appears in the order details, taking customers straight to your branded tracking page (no extra steps).

2) Before You Begin

You have Admin access to WeSupply.
Your store is connected and orders/shipments are syncing.
At least one test order has an active shipment + tracking number.

3) Step-by-Step Instructions

Step 1 — Access Order Lookup Page Settings

In WeSupply Admin, go to Settings → Branding.
Select Order & Return Lookup.

Step 2 — Edit the Template

Click on Edit Template for the Order & Return Lookup page to open the template settings.

Step 3 — Modify Content Settings

Under Content, locate the Find Order Action setting.

Step 4 — Select "Open Tracking" from the Dropdown

In the Find Order Action dropdown menu, select Tracking as the default action.
Save your changes.

4) Best Practices

Keep it secure: Maintain the two-field lookup requirement so order details aren’t exposed.

5) Troubleshooting / FAQ

The “View Tracking” button isn’t showing.

Ensure the toggle is On and Saved.
Confirm the order has an active shipment with a valid tracking number.
Re-check that you’re viewing the Order Lookup page (not a different customer page).

Clicking the button shows a blank tracking page.

Verify the carrier and tracking number exist and have events.
Allow time for the first carrier scan to appear.

Customers can’t find their order to see the button.

Remind them to use the same email/phone/ZIP used at checkout.
Make sure your lookup methods (Order+Email, Order+ZIP, etc.) are configured and visible.

6) Summary

Turn on the View Tracking shortcut in Settings → Branding → Order Lookup, save, and test with a shipped order. Customers will access your branded tracking page in one click from Order Lookup—reducing friction and lowering “Where is my order?” contacts.