When it comes to eCommerce, order tracking is one of the most important aspects for both customers and businesses.
Not being able to track orders can be incredibly frustrating for customers. They may not know where their order is or when it will arrive, which can lead to them losing trust in your business.
WeSupply's integration with Omnisend allows you to keep your customers updated on the status of their orders through email and SMS updates while the entire experience is fully personalized. You can provide them with a link to track their shipment directly via email or SMS. This will help reduce customer frustration and you can build trust between you and your customers through successful campaign experiences.
- Keep customers up to date on each step of the delivery process
- Send personalized emails/SMS to your customers after different shipping events
- Request customer feedback as soon as their package is delivered and analyze data in your favorite tool
- Improve brand loyalty and boost customer retention
- Include educational content and let your customers know how they can use your products, store them, return back to your warehouse, or spread the word about your sustainability program
- Upsell products via transactional emails
- Target specific customers for special discounts (i.e. based on location to announce store openings and offer special discounts/gifts for your first in-store buyers)
- Target specific customers and let them know that they can return products to the nearest store location in their city
- Target first buyers and make them repeat customers
- Target repeat customers and build your VIP customer group
- Target customers who experienced exception delays during holidays and offer them a gift card
- Analyze purchase behavior and segment customers to build successful marketing campaigns.
How to set up WeSupply - Omnisend integration?
Step 1. Log into your Omnisend account and go to My Account > Store settings:
Step 2. Go to API Keys:
Step 3. Create API Key for your WeSupply integration and copy it:
Step 4. Now log into your WeSupply account and go to Settings > Apps:
Step 5. Under Omnisend app, insert the API Key generated in Omnisend and click Update:
Step 6. Go to Settings > Webhook & API:
Step 7. Scroll down to Webhooks Events and select the Event you're looking to send to Omnisend - for example: Package Shipped.
Then, select Type: Omnisend and click Add Webhook.
Repeat this step for all order, shipping, and returns events you would like to send to Omnisend.
That's it! Integration is enabled. You have an option to disable it whenever you want.
Once the webhook event is added, this is automatically enabled and you can click on the Send test request button to test the trigger with sample data.
You also have the option to temporarily disable the webhook event at any point or even delete it if no longer needed.
How to create flows in Omnisend based on WeSupply events?
You can create a custom journey in Omnisend using the custom events from WeSupply. The steps outlined here will guide you through building automated custom workflows using WeSupply's custom events for order updates, updates to in-store pickup and curbside orders, shipping updates, or return management.
Example Shipment Delivered Notification
Types of Events
Below you'll find all events that WeSupply is sending to Omnisend.
- Order Events
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 Cancelled - the option to cancel an item/product is enabled in WeSupply
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 ETA - Product Eta notification - Triggered when a product is on backorder
- Shipping Events
Package Shipped - Also known as Shipment confirmation email - Trigged when a tracking number is assigned to an order
Shipment Received - Carrier has received the package from shipper - 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 this status
Shipment In Transit - Carrier has accepted or picked up shipment from the shipper. The shipment is on the way - Triggered when the courier updates this status. This might trigger overnight
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 Failed Attempt - Carrier attempted to deliver but failed - 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 Expired - Shipment has no tracking information for 30 days since added. - 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
- In-Store Pickup & Curbside Events
Customer is Waiting Outside - Store associate notification - Triggered when the item status is "Customer Waiting Outside"
Order Pickup Reminder - Notification reminder for orders ready for pickup - Triggered when the "x" days configured under Settings > Stores > Curbside & Store Pickup are passed
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 is Unable to Fulfill - In-Store order is unable to fulfill - Triggered when the item status is "Unable to Fulfill"
Order is Ready for Pickup - In-Store order is ready for pickup - Triggered when the item status is "ready for pickup"
Order was Cancelled - In-Store order was canceled - Triggered when the item status is "Cancelled"
Order was Picked Up - In-Store order was picked up - Triggered when the item status is "Picked-Up"
Digital Receipt (Walk Out)
- Return Management Events
Return Approved Awaiting Tracking Number - Email confirmation of the approved return request, a return label was not generated for the customer, and the customer is required to input the tracking number as soon as they have it - Triggered as soon as a return request is approved, a return label is not generated by WeSupply and returns method sends it back
Return Approved Label Generation - Email confirmation of the approved return request with a link to download the return label - Triggered as soon as a return request is approved and a return label is generated
Return Approved by store or ship back - Confirmation email that the return was approved, now the customer can select the return method In-Store or Ship it back - Triggered as soon as a return request is approved by the Returns Manager
Return Authorization pending - If a return requires manual review - Triggered if the return request matches a return logic that requires manual review
Return Confirmation Store Selected - Confirmation of the store location where the items are going to be returned - Triggered as soon as a return request is approved for a return to store process.
Return Confirmation Tracking Number Received - Email confirmation that the tracking number provided by the customer was received and it can be tracked in WeSupply - Triggered as soon as a tracking number is provided by the customer and input into WeSupply
Return Delivered - The shipment with the return has arrived at the return location, this notification should contain instructions such as "please allow 2-3 days to process your return and issue a refund" - Triggered as soon as the tracking number for the return is updated with the status "delivered" by the courier
Return Not Approved instructions - Return request rejected by the Returns Manager - Triggered after the Returns Manager rejects the return request for whatever reason (the reason is included in the email)
Return to store Approved - As soon as a return request is approved to be returned to a store - Triggered as soon as a return request is approved by the Returns Manager
Request Refund Issued - Refund successfully issued for the customer - Triggered as soon as a refund is issued within WeSupply