How are packages monitored by delivery companies?

Unlocking the Secrets of Package Tracking: A Comprehensive Guide

Picture this familiar scenario that you and your team may have encountered:

Your package is seemingly trapped in transit, causing frustration for both you and your customers. The customer support team is unable to retrieve crucial information about the order. To pacify the disgruntled customer, they opt to dispatch a replacement product. Unfortunately, this reactive approach results in a subpar customer experience, additional shipping expenses, and a stressed-out workforce—undesirable outcomes for any business.

Fortunately, delivery companies typically furnish a wealth of tracking details, encompassing delivery status and the last processing facility. This valuable information empowers retail businesses and their customers to monitor packages, ascertain their approximate locations, and even gauge the estimated delivery date.

Embracing shipment tracking offers myriad benefits. It not only enhances the post-purchase experience but also mitigates shipping-related anxiety. Moreover, it serves as a safeguard against potential issues like missing packages or porch piracy. With shipment tracking, you can promptly identify whether a shipment is stuck in transit or if a delivered package has been pilfered, enabling you to take the appropriate measures in each situation.

How an order tracking system operates?

Regardless of the size of your business, the implementation of an order tracking system is crucial for maintaining organizational efficiency. In today's dynamic landscape of supply chain technology, not having such a system is no longer acceptable.

The functionality of a proficient order tracking system revolves around the centralization of all order-related data in a unified location. It provides real-time updates by monitoring the scanning of packages at carrier facilities. This process ensures that both businesses and customers are promptly informed about the delivery status, including any delays or interruptions. Dealing effectively with delivery exceptions becomes paramount in such situations.

Each shipment undergoes scanning and is integrated into the courier company's system. These packages are systematically arranged and identified by a unique code, typically a barcode or QR code. Courier drivers possess the capability to scan these codes, enabling automatic updates on the shipment's status from any location. This eliminates the need for manual location entries when the drivers reach a delivery depot or carrier facility.

By employing this approach, the system enables continuous tracking of package whereabouts, enhancing accuracy, and ensuring timely updates until the order reaches its final delivery destination.

How does the carrier's order tracking process unfold?

Certainly, an indispensable component of any omnichannel or online retail business is a robust parcel/package tracking system. Understanding the intricacies of this process is crucial for delivering an optimal customer experience.

In the realm of tracking and shipping, shipping companies leverage both software and hardware to maximize efficiency and speed. In addition to a comprehensive suite of digital and physical tools, they employ automated processing to streamline and eliminate unnecessary repetitive tasks.

Here's a non-exhaustive breakdown of the order tracking process from the moment goods leave your store, warehouse, or distribution center until they reach your customers' doorsteps:

  1. The package is collected from the store, warehouse, or distribution center.
  2. Sender and recipient information is inputted into the carrier's system.
  3. A barcode or QR code is automatically generated for each package.
  4. Couriers scan the barcodes to record data and update the shipment status.
  5. Packages are in transit between facilities until they reach the last mile.
  6. Shipments undergo multiple scans throughout their journey.
  7. The packages are marked as "Out For Delivery" in the delivery truck.
  8. Finally, the package arrives at the recipients' addresses.

What features should be incorporated into an order tracking system to optimize efficiency?

When selecting a provider, prioritize features such as online tracking portals, real-time SMS and email notifications, and automated integrations for maximum effectiveness.

Branded tracking pages play a crucial role in fostering a seamless and branded customer experience. Given that customers expect personalized communication, the order tracking portal serves as an excellent starting point.

By utilizing integrations like Justuno and Attentive, you can not only showcase product recommendations on the branded order tracking pages but also incorporate them into your delivery status notifications. This approach allows for a comprehensive connection with customers, contributing to the creation of an omnichannel, seamless experience that is increasingly sought after in the competitive retail landscape.

Redirecting customers to a third-party carrier page or simply providing a tracking number, such as USPS, is no longer sufficient. Merchants must adapt and innovate to ensure success. In fact, the tracking page has evolved beyond its basic function and is now a powerful tool for enhancing repeat purchases and increasing customer lifetime value.

What should customers be aware of when it comes to tracking their orders?

The shipping experience directly influences how consumers perceive a brand, either positively setting a business apart or negatively impacting its image. Proactive order tracking is crucial to manage these perceptions effectively.

Many customers expect real-time package tracking, but it's essential to clarify that tracking systems typically provide historical information about a package's locations rather than its precise current location.

Why is a shipping policy important?

Setting accurate expectations is key in both retail and logistics. Shipment delays are common, but if you communicate openly and proactively address such situations, customers are less likely to hold it against your brand. Introducing a comprehensive shipping policy on your website alongside return, refund, and exchange policies ensures that customers are well-informed and their expectations are consistently met.

How do customers locate and use their order tracking number?

Carriers usually provide the order tracking number, sent via email or SMS with a third-party link. Alternatively, you can create a branded order tracking portal featuring personalized offers, enhancing customer loyalty. This portal allows customers to easily track orders, make future purchases, and request returns or exchanges. Centralizing information in one place benefits both customers and your team, eliminating the need to switch between apps for a comprehensive overview.

What steps can your team take when issues arise with an order?

For customer support teams, having all order details in one centralized system is crucial. This ensures they can swiftly identify the cause of an issue, provide relevant solutions, and send proactive delivery notifications. With a complete picture of orders, including shipping delays and stalled shipments, your team can efficiently manage challenges without consuming excessive time—an invaluable resource.

Imagine the frustration of customer support struggling with fragmented information and a suboptimal system. It not only frustrates customers but also places unnecessary pressure on your employees.

How to Establish and Structure Your Order Tracking and Management System?

If you've reached this point, it's likely that you're seeking ways to enhance the efficiency of your order tracking and management processes and ultimately address the primary Customer Service Question: "Where is My Order?"

To achieve this, you need to identify the order tracking system that aligns best with your business requirements. Do you require a customized and personalized branded tracking page? Do you also need to track in-store and curbside pickup orders? Is prioritizing self-service returns and exchanges essential for your operations?

Pose these questions, consult with your customer care representatives (as they are consistently in touch with your customers), and make a well-informed decision. Once you choose the appropriate tool, your processes will operate seamlessly!

Simplify package tracking with WeSupply!

With WeSupply, the process is straightforward. Simply sign up for free, configure your stores and integrate carriers, and import your orders, whether you operate a Magento 2 store, a Shopify website, or manage orders through ERPs/OMS/SAPs (such as NetSuite, Brightpearl, Aptos, etc.) and Retail Management Systems (RMS).

Back to blog