A guide to e-commerce order tracking for brands: 14 statuses explained
Gone are the days when consumers would place an order and fall into the abyss of uncertainty, not knowing when it will arrive, anxiously awaiting the arrival of their packages. Nowadays, advanced tracking systems give customers real-time, transparent updates on their orders.
Order tracking translates into fewer customer inquiries, streamlined logistics, and improved efficiency. Whether it’s through SMS notifications, mobile apps, or website portals, order tracking is no longer optional for e-commerce brands. Let's dive into why order tracking matters and explain the differences between order statuses.
What is order tracking, and what is delivery status?
Order tracking refers to the process of monitoring and tracing the movement of a package as it moves through the fulfillment and shipping process. It allows customers to track their orders at various stages, such as processing, shipping, and delivery. Typically customers track orders with a tracking number which takes them to an order tracking page with relevant details.
Delivery status, on the other hand, specifically refers to the current state or location of a package in transit. It provides customers with information about whether their package has been shipped, is out for delivery, or has been successfully delivered. Delivery status updates are crucial for customers to stay informed about the whereabouts of their orders and anticipate their arrival.
Why e-commerce order tracking matters
Order tracking serves as a linchpin in the e-commerce ecosystem. E-commerce brands that prioritize order tracking can differentiate themselves in a competitive market landscape and form long-lasting relationships with their customers. Here are some benefits of e-commerce order tracking:
Improved customer experience and satisfaction
Order tracking allows customers to stay informed and engaged throughout the delivery process, with real-time visibility into the whereabouts of their packages. When customers can easily track their orders from fulfillment to delivery, they feel more confident in the reliability and efficiency of the brand's shipping process. This transparency builds trust and brand loyalty, encouraging repeat purchases.
Fewer customer service inquiries and reduced support workload
Efficient order tracking systems can significantly reduce the inquiries and support tickets that e-commerce brands receive. When customers have access to comprehensive order tracking information, they are less likely to reach out to the customer support team for updates or assistance. As a result, e-commerce brands can streamline their support processes, allocate resources more effectively, and focus on delivering exceptional service in other areas of their business.
What key order statuses mean
Understanding these key order tracking statuses empowers e-commerce brands to enhance customer communication, manage customer expectations effectively, and provide a seamless shopping experience from purchase to delivery. Let's dive into what each order status means and its significance for e-commerce brands:
Order placed: This status indicates that the customer has successfully placed an online order and signifies the initiation of the e-commerce fulfillment process. Brands can send an immediate order confirmation email to the customer, providing order details, shipping details, and estimated delivery timelines.
Order confirmed: After the order is placed, the confirmation stage signals the receipt of the order by the e-commerce platform. Brands can validate order details, ensure inventory availability, and prepare for order processing.
Order processing: This status indicates that the order is being prepared for shipment, including picking, packing, and labeling. E-commerce brands can inform customers that their order is in progress and provide updates on any potential delays or issues that may arise during processing.
Awaiting delivery: The package has arrived at its destination distribution center or local delivery facility and is awaiting final processing and delivery to the customer. Brands can notify customers of status updates and provide estimated delivery windows.
Shipped/dispatched: Once the order has been packaged and handed over to the shipping carrier, it transitions to the shipped or dispatched status. Brands can notify customers that their order has left the warehouse and provide shipment tracking information.
In transit: The package is moving through the shipping carrier network to its delivery destination. E-commerce brands can reassure customers that their order is on its way and provide estimated delivery dates to manage expectations effectively.
Scheduled delivery: When the shipment is scheduled for delivery by the carrier, brands can notify customers of the impending delivery and offer additional delivery options or instructions, such as signature requirements or delivery preferences.
Out for delivery/pending delivery: This status indicates that the package will be delivered to the customer's address shortly. E-commerce brands can remind customers to ensure someone is available to receive the package.
Attempted delivery: If the delivery attempt is unsuccessful, brands can inform customers of the failed delivery attempt and provide instructions for rescheduling delivery or redirecting the package to an alternative location.
Delivery exception: When there is a deviation from the standard delivery process, such as a delay, damaged package, or address issue, brands should proactively address any issues that may arise, provide timely updates to customers, and offer solutions to resolve the exception.
Delayed: If there is a delay in the delivery process due to unforeseen circumstances such as weather conditions, transportation issues, or customs clearance, brands should inform customers of the delay, apologize for any inconvenience caused, and provide revised delivery estimates.
Held at customs: For international shipments, this status indicates that the package is held at customs for inspection or clearance. Brands should notify customers of the delay and provide guidance on any additional steps required for customs clearance.
Awaiting pickup: In cases where the package is awaiting pickup by the carrier or has been returned to the e-commerce warehouse, brands need to coordinate with the carrier for re-delivery or arrange for the customer to pick up the package from a designated location.
Lost: In rare instances where the package cannot be located within the shipping network, brands would be well-suited to initiate an investigation with the carrier, provide support to the customer, and offer a resolution such as a replacement shipment or refund.
How to address common order tracking challenges
Here are common challenges and tips for e-commerce brands to address them:
Delayed updates: One of the most common challenges e-commerce brands face is delayed updates in order tracking systems. This can lead to customer frustration and uncertainty about the status of their orders. To mitigate this challenge, brands should implement systems that provide real-time updates and notifications to customers at every stage of the shipping process. Also, proactive communication with customers about potential delays and revised delivery estimates can help manage expectations and reduce dissatisfaction.
Inaccurate information: Inaccurate tracking information, such as incorrect delivery dates or package locations, can undermine customer satisfaction and trust. E-commerce brands can address this challenge by ensuring data accuracy and integrity within their order tracking systems. Regular audits and quality checks of tracking information can help identify and rectify any inaccuracies promptly. Plus, providing clear and transparent communication with customers about any discrepancies or updates in tracking information can help alleviate concerns and build trust.
Lost packages: Despite efforts to streamline order tracking processes, lost packages remain a persistent challenge for e-commerce brands. To address this issue, brands should have thorough procedures to investigate and resolve lost package incidents promptly. This may involve collaborating closely with shipping carriers to trace the package's last known location and determine potential points of failure in the delivery chain. Offering timely refunds or replacements to affected customers demonstrates proactive customer service and reinforces brand reliability.
As e-commerce continues to evolve, investing in robust order tracking systems and strategies should be a top priority to stay ahead of the curve.
