Order Tracking



Introduction

Effective order tracking is essential for providing seamless delivery experiences and maintaining customer satisfaction. Our platform offers two powerful solutions for tracking deliveries: Tracking Links and Webhooks. Tracking Links allow end customers and merchant staff to monitor deliveries in real-time with live updates, while Webhooks enable instant notifications and detailed event data for system integration. This guide outlines these solutions, their implementation, and how they can simplify operations while enhancing the user experience.



1. Tracking Links

Overview

For every delivery request on our platform, we provide two types of tracking links:

End-Customer Tracking Link

  • Designed for customers to track their delivery in real-time.
  • Provides live updates, including:
    • Courier's position on a map.
    • Estimated time of arrival (ETA).
    • Courier contact details (name, transport type, anonymized phone number).

Client Tracking Link

  • Tailored for merchant staff to manage deliveries effectively.
  • Includes all features of the End-Customer Tracking Link, plus:
    • A Customer Support (CS) widget for direct communication with support teams.

Both links redirect users to a live tracking map with real-time delivery updates.

Implementation

End-Customer Tracking Link

  • Retrieve via:
    • Job Creation Endpoint: From the tracking_url field in the response.
    • Webhooks: Selected events (e.g., package_created) include the link in their payloads.

Client Tracking Link

  • Retrieve via:
    • Webhooks: Same as above; The link is included in a selected events payload.
    • Get Job Endpoint: The link is provided in the dropoff.client_tracking_url field.

Usage

End-Customer Tracking Link

  • Recommended to share after the courier picks up the order to avoid unnecessary frustration.
  • Ways to provide the link:
    • Embed it in your app or website’s order page.
    • Send it via SMS notifications.

Client Tracking Link

  • Embed in your merchant interface, such as back-office systems or POS tools, to monitor and manage deliveries.

Benefits

This tracking solution simplifies delivery operations and improves the user experience by providing real-time, comprehensive delivery details via a single link. It’s easy to implement and ensures both customers and staff have all the necessary information at their fingertips.

For more guidance, refer to our article on embedding tracking links.


2. Webhooks

Overview

Webhooks provide real-time updates on delivery events, allowing you to track delivery status changes instantly.

Their key features:

  • Real-time notifications.
  • Detailed delivery status updates.

Implementation

  1. Subscribe to Webhooks:
    • Use the API or dashboard to subscribe.
    • Provide the URL to receive updates.
    • Select the delivery events you want to track.
  2. Receive Updates:
    • Identify packages using the client_reference field in the event payload.
    • Update delivery statuses in your system based on the event data.

Usage

  • Display live delivery statuses on your app or POS interface.
  • Build a custom tracking map tailored to your branding and user interface.

Benefits

Webhook updates occur every 10–30 seconds, depending on courier movement. Payloads include the courier’s geocoordinates and other delivery details, enabling real-time tracking. You can enhance the experience by integrating features like ETAs and courier information, providing both end-customers and merchant staff with a seamless, branded tracking experience.



Conclusion

For optimal results, we recommend the following:

  • Combine both tracking solutions to achieve a more comprehensive and efficient approach.
  • Share End-Customer Tracking Links via SMS notifications to give customers easy access to real-time updates. Ensure that customer mobile numbers are provided for seamless SMS functionality.
  • Leverage our white-labeled tracking links to deliver a fully branded and professional tracking experience.
  • When integrating Webhooks, we strongly encourage adopting version 3, which includes the latest features and improvements, as version 2 will soon be deprecated. 

By leveraging these tools together, you can deliver a superior tracking experience for both end customers and internal teams.