Overview
Tracking shipments accurately is integral to improve performance and deliver an enhanced post-purchase customer experience. With AfterShip Tracking, proactive delivery updates can be sent to shoppers. They can also track shipments effortlessly with the click of a button.
Show tracking information at the store
1. Track Button
Insert the Track Button into your store or embed it on the order history page. Shoppers can check the order status by entering a tracking number or by automatically adding the tracking number and courier on the store page.
2. AfterShip Tracking API
AfterShip API is a more advanced way to display tracking results directly on your site without asking the shoppers to manually input tracking numbers. Unlike Track Button, you have full control over the design of the tracking results presentation. To use the API, you need to generate an API key in your AfterShip account. This method is particularly useful for custom setups where the standard app connection may not suffice.
3. Branded tracking page
AfterShip branded tracking can be embedded on any page at the store. Provide the tracking page URL within email and SMS notifications to support tracking. Shipments can be tracked with a tracking number and/or order number and email address. Additionally, you can create various types of tracking pages, such as an Order Lookup Page, Tracking Results Page, Gift Tracking Page, In-Store Pickups Page, and Return Shipment Tracking Page, to enhance the customer experience.
Create a branded tracking page and
Easily track orders and get real-time status
Promote the brand with your logo and URL
Reduce customer WISMO inquiries
Display social media content
Engage shoppers after-sales- Embed the branded tracking page directly within a page on your website for seamless integration.
Common Issues and Troubleshooting Steps
Incorrect Timestamps on Tracking Information
Tracking times are displayed in Coordinated Universal Time (UTC) by default. This can cause timestamps to appear incorrect if you are in a different timezone. To resolve this, update your account or tracking display settings to reflect your local timezone.
Using Order Numbers Instead of Tracking IDs
Entering an order number instead of the shipment's tracking ID can result in inaccurate or incomplete tracking information. Always use the tracking ID provided by the seller or carrier to retrieve accurate shipment updates.
Searching by Order Number and Postal Code Returns “Can’t Find Order”
This issue occurs because the order search form requires an order record in the Commerce system. If a shipment is created only via the Tracking API, it generates a tracking record but not the corresponding order record. To resolve this:
Use the Commerce API to create the corresponding order in AfterShip.
Ensure the order record exists so the branded tracking page can match the entered order details with the configured verification fields (e.g., postal/zip code). Direct tracking links will still work as they search by tracking number and do not depend on an order record.
Tracking Numbers Not Displayed on the Branded Tracking Page
The branded tracking page only displays shipments imported into your AfterShip Tracking dashboard. If a shipment is not imported, it will not appear on the tracking page. To fix this:
Import the shipment into your AfterShip dashboard to make it visible on the branded tracking page.
Order Numbers Missing on the Tracking Page
If shipments are imported via API without order data, the system will not display order-related fields, such as the order number. To ensure order numbers appear:
Include order data when importing shipments via API. This will populate the order-related modules and fields on the tracking page.
Incorrect tracking status
AfterShip syncs the tracking data from the courier's official website and reflects the same tracking information to the shoppers. When there is an update regarding a tracking number, AfterShip automatically analyzes the tracking information and maps it to one of the corresponding statuses, like “In transit,” etc. However, discrepancies can occur for various reasons:
Incorrect Delivery Status or Timestamp: AfterShip displays tracking information exactly as provided by the courier. If the status or timestamp seems incorrect, it may be due to errors in the courier's system or misinterpretation of the data.
Using Order Numbers Instead of Tracking IDs: Entering an order number instead of the shipment's tracking ID can result in inaccurate or incomplete tracking information.
Timestamps in UTC: By default, tracking times are displayed in Coordinated Universal Time (UTC). This can make timestamps appear incorrect if you are in a different timezone.
How to Resolve Tracking Discrepancies
Compare with the Courier's Official Tracking Page: Always cross-check the tracking details on AfterShip with the courier's official tracking page to ensure consistency.
Use the Correct Tracking ID: Ensure you are entering the tracking ID provided by the seller or carrier, not the order number, to retrieve accurate shipment updates.
Contact the Courier or Merchant: For delivery disputes or suspected incorrect scans/timestamps, reach out to the courier or the merchant/seller directly. They control delivery operations and can investigate or correct the record.
Adjust Timezone Settings: If timestamps appear incorrect due to timezone differences, update your account or tracking display settings to reflect your local timezone. This will ensure timestamps are displayed accurately. In case of any discrepancies in tracking, you can also contact the support team at [email protected].
FAQs
1. Can I Disable the Order Lookup Page?
No, the Order Lookup page is a built-in part of the tracking experience and cannot be disabled independently.
Additional considerations
AfterShip shares tracking updates precisely to ensure that you can keep track of your shipments. But there are a few things you need to know to use AfterShip properly. Kindly keep the following details in mind.
You can check the tracking details for up to 120 days since you added the shipment to your AfterShip dashboard. After this period, the shipment will be removed automatically from your AfterShip admin.
As per AfterShip's policy, we only fetch the tracking updates from the carrier if they are updated within 90 days. After 90 days, shipments may show a "Pending" status in AfterShip even if the courier's website shows them as delivered. You must check tracking updates on the carrier's website for such cases.