How can customers track their order?

Every shop has a Track Order page at yourshop.com/track-order. A customer types the order number and the mobile number they ordered with, presses Track Order, and sees the order's current status. They do not need to sign in.

Where to find it

There is nothing to switch on. The page is part of every shop.

• On a phone, the shop's header has a Tracking button.
• On a computer, it is in the account menu at the top as Track Your Order.

You can also share the link /track-order with customers on Messenger or WhatsApp.

How it works

1. The customer opens the Track Order page.
2. They type the Order Number. This is the invoice number shown on the thank-you page after ordering (for example #482915). They type the digits only, without the #.
3. They type the Mobile Number they used when ordering.
4. They press Track Order.

If both match an order in your shop, the page shows the order number, the mobile number and the Current Status, with a row of steps underneath.

The status comes from the status you set in Admin › Online store › Website orders:

Any other status (On Hold, Cancelled, Return, Fake, Incomplete) shows as Pending on this page.

Good to know

• Only your shop's orders. The page searches your own shop only, never another shop's orders.
• Both details must match. The order number and the mobile number must belong to the same order, so a stranger cannot look up an order with a number alone.
• Signed-in customers can also see their orders in their account: Dashboard › Orders lists each order with its number, date, status and total, and View opens the invoice.
• Keep statuses up to date. The page only knows what you set. When you send a parcel, change the order to On Courier so the customer sees it.

Common problems

• "Order not found. Please check your Order Number and Mobile Number." Ask the customer to type the digits only (no #, no "ORD-") and the same 11-digit mobile number they ordered with.
• A cancelled or returned order shows "Pending". This page only shows the five steps above. Tell the customer the real status by phone or message.

Related

• How do I see my shop the way customers see it?
• How do customers sign up and sign in on my shop?
• What do the website order statuses mean?
• Does my shop work well on phones?