Order Tracking - Getting Started

Answer the #1 Customer Service Question: “Where is My Order?” and keep customers notified at every stage of the delivery process!

Identify and proactively resolve delivery issues before customers experience them with our real-time package analysis solution that automatically updates your customers at every step of the shipping experience.

Don’t send your customer service representatives into the field without the proper tools. Equip them to handle anything! Our app puts fully updated order, shipment, tracking, and delivery time information at their fingertips. This enables them to quickly and efficiently help customers through any issue.

Overview

In this article you'll learn about:

• Store Integration
• Carrier Integration
• Shipping Notifications Explained
• Real-Time Shipment Visibility
• View Sent Notifications & Resend Notifications
• Notify Customers About Shipment Updates in Bulk
• Report Lost Packages
• Post-Purchase Notifications FAQ 

Store Integration

Whether you're running a Magento 2 store, a Shopify website or you're managing orders via ERPs/OMS/SAPs (NetSuite, Brightpearl, Aptos, etc.) and Retail Management Systems (RMS), you can easily integrate your systems with WeSupply via existing native integrations, via the WeSupply API or the Zapier integration.

Once your store is connected to WeSupply, you can start importing orders into the platform.

Start here 👉: Connect your store to WeSupply

Carrier Integration

Automatically track packages and send proactive order and shipping notifications to your customers with over 800 carriers around the world!

If you've already connected your store to WeSupply and orders started to flow into the platform, make sure you assign valid tracking numbers to each order when those are shipped from your system.

Once tracking numbers are assigned to the shipments, WeSupply will track your packages based on the carrier updates. 

Start here 👉: Connect your carrier to WeSupply

Shipping Notifications Explained

WeSupply is sending over multiple Email and SMS Notifications, so please read below about each of them to better understand when those are triggered.

Start here 👉: Shipping Notifications Explained

Real-Time Shipment Visibility

Improving shipment transparency is becoming increasingly important in order to gain stronger brand loyalty, beat competition, and lower operating costs. Why? Thanks to many benefits, better visibility over carriers and your shipments.

WeSupply admin users can filter shipments by order number, customer billing or shipping name, email address, order status, shipping status, item status, item SKU, date range, and attribute.

Start here 👉: Advanced Orders Search Bar: How To Search For Order Data By Multiple Filters?

You have full visibility into your entire order fulfillment process so you know exactly when each package will arrive at its destination, no matter what carrier it uses. This allows you to optimize your operations by ensuring all packages are shipped out on time, every time!

Start here 👉: Identify and manage stalled shipments & delivery exceptions

View Sent Notifications & Resend Notifications

• WeSupply admin users can visualize all notifications that were sent to a customer and resend order confirmation or any shipment notifications.
• Deliver relevant order updates from the time an order is placed to the moment it arrives at the door.
• Get alerts of delivery incidents and resolve them before customers complain.
• Send over 40 Branded Order Notifications via Email & SMS to create an engaging experience every step of the way.

Start here 👉: How to resend order confirmation and shipping emails?

Notify Customers About Shipments Updates In Bulk

Are you looking for a way to communicate with your customers in bulk about unexpected situations with regard to their shipments?

With our bulk messaging feature, you can easily communicate with all or select customers at once! You’ll never have to worry about missing out on any important information again because we make it possible for you to reach every single one of your customers through personalized notifications. This is an easy and effective way of keeping your customers posted on the status of their packages when delayed above normal. 

Don’t let another day go by without proactively reaching out and staying connected with your customers at the right time!

Start here 👉: How to Send Custom Email Notifications from WeSupply? (Shipment Management)

Report Lost Packages

It is estimated that the holiday season will see more than 1 billion packages shipped by major carriers like FedEx, UPS, USPS, and DHL. This means there are likely to be significant delays in delivery times during this busy time of year and the number of stolen packages can be a real boom.

You can easily solve this problem by using the WeSupply service that allows your customers to report lost packages so you could contact carriers for further investigation and take necessary actions if needed. Easily manage customer expectations during the holidays when deliveries tend to get backed up due to increased volume.

Start here 👉: How customers can report lost packages?

Post-Purchase Notifications FAQ 🙋

1. What’s the average Open Rate and CTR?

For SMS, the Open Rate is basically 99.99%. The CTR for SMS is around 75%
For Emails, the Open Rate is around 66%. The CTR for Emails is around 30%
The above numbers are calculated as an average across all our customers, your results may vary.

2. What carriers do you support?
We support over 800 carriers worldwide 🌍. You can check all supported carriers on our Integrations page here: https://wesupplylabs.com/integrations/

3. What notifications can I send?

Orders

Order Cancelled
Confirmation email of all the items that got canceled by the customer – Triggered when the option to cancel item/product is enabled in WeSupply

Order Received
Order confirmation email – Triggered shortly after the order is placed by the customer (if the order is sent to WeSupply right away)

Order Delayed
This notification will remind the customer that their order is still processing (usually due to increased sales volume or slow processing time) – Triggered when an order was not shipped out yet based on the configuration set in WeSupply

Order Received Store Pickup/Curbside
Order confirmation email for Store Pickup/Curbside - Triggered shortly after the order is placed by the customer (if the order is sent to WeSupply right away and contains pickup items)

Order ETA
Product Eta notification - Triggered when a product is on backorder

Shipments

Package Shipped
Also known as Shipment confirmation email – Trigged when a tracking number is assigned to an order

Shipment Received
Carrier has received package from shipper – Triggered when the courier updates to this status

Shipment In Transit
Carrier has accepted or picked up shipment from shipper. The shipment is on the way – Triggered when the courier updates to this status. This might trigger overnight

Shipment Failed Attempt
Carrier attempted to deliver but failed – Triggered when the courier updates to this status

Shipment Picked Up
The package was picked up from a pickup location – Triggered when the courier updates to this status

Shipment Out For Delivery
The package has left the delivery office with a carrier, and delivery is intended on that day. – Triggered when the courier updates to this status

Shipment Delivered
Your package has been delivered and a delivery scan recorded the time and date of delivery. – Triggered when the courier updates to this status

Shipment Exception
An exception occurs when a package is temporarily delayed while in transit. Every effort is made to deliver every package as soon as possible, so an exception does not necessarily denote a late shipment. The status exception explains the most recent exception in the scan activity section. – Triggered when the courier updates to this status

Shipment Expired
Shipment has no tracking information for 30 days since added. – Triggered when the courier updates to this status

4. Do I have Analytics for the Post Purchase Notifications?
Yes, you can track the performance of all notifications, how many got sent, what’s the open rate of each and how much revenue it generated.

5. Can I send Post-Purchase SMS Notifications?

Yes! Some frequently used notifications are:
Order Received
Order Delayed
Package Shipped
Shipment In Transit
Shipment Exception
Shipment Out For Delivery
Shipment Failed Attempt
Shipment Delivered

6. Can I send Post-Purchase Email Notifications?

Yes! Some frequently used notifications are:
Order Received
Order Delayed
Package Shipped
Shipment In Transit
Shipment Exception
Shipment Out For Delivery
Shipment Failed Attempt
Shipment Delivered

6. Can I send SMS notifications from my own short number?
Yes! We can simply set it up so you send it from your own short number!

7. Do you support split-shipment notifications?
Yes! Using WeSupply you can send notifications for each individual shipment, and show the customer what each package contains what other products are sent and when they will arrive.

8. How Am I Charged for the SMS Notifications?
The character limit for a single SMS is 160 characters. As such, if specific SMS notifications exceed 160 characters due to the inserted variables, length of the text, links, and so on, the message will be split and charged accordingly. The price per SMS can be found on our Pricing Page https://wesupplylabs.com/pricing/

9. Can I customize the design of the emails?
Yes! You can simply change up Fonts and Colors using our simple editor to match your brand.

10. Can I customize the HTML of the emails?
Yes! You have full access to all email HTML to customize every pixel to your needs.

11. Do you offer email customization service?
Yes! If you opt for the Expert Onboarding Package, our development team can customize all the emails to match your brand needs.

12. Can I resend the customer a notification if they cannot find it?
Yes! We have a simple button [Resend] that will resend any notification to your customer.

13. Can I subscribe/unsubscribe a customer to/from SMS notification?
Yes! The customer can simply reply STOP to unsubscribe from any SMS notification.
Also, your team can subscribe the customer to SMS notifications based on customer requests.

14. Can I customize the email address from which the emails are sent from?
Yes! You can set up your own SMTP and all notifications will be sent directly from your domain maximizing this way the delivery rate of all notifications.

Feel free to contact us via live chat or via email at support@wesupplylabs.com if you have any questions and we'll happily answer those 💁!