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Is It Really Necessary To Provide Order Tracking for Your E-commerce Customers?

Updated: Apr 4

So, you've got this fantastic online store. People seem to love your products, your website is sleek, and your checkout process is smoother than a freshly buttered biscuit. But hold on a second – have you thought about order tracking?

You might think, "Do I really need to bother with that?" Well, my friend, order tracking is like the cherry on top of your e-commerce sundae. 

A little cheesy I know, but that’s the best way I can put it!

People usually focus on the other things (as they should) but order tracking is something most business owners tend to overlook.

Think about it, after you've ordered something online, you eagerly wait for your package to show up. You keep checking to see if it's getting closer and closer. And with each update, you can't help but get a little more excited.

And you know why you can do all that? It's because the online store you bought from gave you a tracking number for your order.

Today, customers expect their online orders to arrive as quickly as possible and with free shipping. Not only that, customers also want to know where their package is at all times. It's like when you order a pizza – you want to track its journey from the oven to your doorstep, right?

Even better is when you get updates along the way, like text messages or emails telling you when your pizza is out for delivery or when it's about to arrive. It helps keep you in the loop every step of the way, from the moment you hit "buy" to the moment your package lands on your porch.

Brings Peace of Mind to Shoppers and Business Owners

When we talk about order tracking, we often think about how it helps customers. Yes, order tracking is very helpful for customers but it’s also beneficial to businesses as well. 

How? Well, you’d be having a bird's-eye view of all your packages, making sure they're on the right path.

For instance, let’s say you're running a bakery and you've just received a bunch of orders for cakes. With order tracking, you can easily check where each cake is in the delivery process. 

You’d know exactly where each cake is and when it'll reach its destination. This way, you can make sure everything is running smoothly and your customers get their cakes on time. 

And for customers, think about it: once you've hit that "buy" button, the anticipation kicks in. You're excited, but there's also that nagging worry – will it arrive when it's supposed to? Will it arrive at all? Having the ability to check where your order is at any moment helps ease those nerves.

Helps Customers Prepare in Advance

Order tracking doesn’t just satisfy curiosity – it also helps customers plan ahead for when their package/parcel is on the way.

Let's get more specific: Imagine you've just treated yourself to a fancy new pair of shoes. You definitely don't want them sitting on your doorstep all day, right? And if you need to sign for them, you might need to juggle your plans. That's where order updates save the day.

This way, whether they're chilling at home or on the move with their phone, customers can plan ahead. Basically, it's similar to knowing exactly when your best friend will arrive for a surprise visit, so you can make sure your house is clean and spotless!

According to Project44, a whopping 75% of customers want to track their orders, especially on their phones. And get this – 62% of them prefer getting emails about their package's journey.

Strengthens Customer Loyalty

The way you treat your customers online can make or break your business. Providing shoppers with easy access to tracking information, sending them tracking emails, and keeping them informed about delivery times can really boost their confidence in your brand. 

The goal here is to create a smooth experience that keeps them coming back for more, which in return, builds loyalty.

As a customer, imagine you have to jump through hoops JUST to find out where your package is. It's frustrating, right? 

Having a good tracking page in those customer touchpoints will be crucial because about 40% of shoppers think that the most memorable part of their brand experience happens after they've made a purchase.

Eases the Load on Your Customer Support Team 

Lots of online stores are trying to find ways to make life easier for their customer support teams and cut down on the time they spend dealing with simple questions. One way they're doing this is by offering real-time order tracking, which means customers don't have to keep asking, "Where's my order?"

Instead of bombarding your team with calls and emails asking about their order, customers can get updates automatically. This could be through emails or by logging into a website to see where their package is. 

When you automate these notifications, whether it's through texts, app alerts, or emails, your team can focus on handling more complicated problems. It's a win-win – customers get the info they need, and your support team can breathe a little easier.

Reduces the Likelihood of Returns

You know how sometimes you order something online, but it takes forever to arrive, and by the time it does, you're like, "Meh, I don't really need this anymore"? 

Well, with good order tracking and a clear returns policy, customers can see exactly when their package will show up. This means they're less likely to send it back just because it took too long.

And here's the best part – when you cut down on returns, you're also boosting your bottom line. More sales, less hassle!

Final Words

It’s safe to say order tracking is there to save the day for both customers and businesses. Customers get peace of mind knowing where their packages are, while businesses can keep things running smoothly. 

It's truly a game-changer, making the whole online shopping experience a whole lot smoother and happier for everyone involved!


Well, aren’t we glad you asked! We at DigiCom are obsessive data-driven marketers pulling from multi-disciplinary strategies to unlock scale. We buy media across all platforms and placements and provide creative solutions alongside content creation, and conversion rate optimizations. We pride ourselves on your successes and will stop at nothing to help you grow.


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