Table Of Contents
Where is my order?
I’ve been waiting for a century now.
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Once your customer(s) submit their order, they keep asking one question: Where is my order?
These WISMO questions may come up regardless of the huge efforts you carry out to plainly reveal the estimated shipping window. That is the reason it is so vital to make order tracking accessible as fast as possible.
WISMO = Where Is My Order
What Is Purchase Order Tracking?
Purchase Order Tracking, also referred to as “PO tracking,” is the process of following up, step by step, a purchase order from the moment of “Submit” to “Arrival.” Though it depends on the products being tracked, several purchase orders can follow the same items at multiple stages in timeline.
Earlier, before the advent of technology, the sales department had to carry out this tracking process manually. Normally, such a process consumed a lot of paperwork with some fatal miscommunications in-between.
At present, modern management and technology has systematized the process of purchase order tracking and maximized the seller’s productivity, in a manner that would have been unthinkable a few decades ago.
However, as long as vendors of all scales are in competition with business hulks, customer expectations will be in a continuous rising. Currently, some of the main stereotypical expectations are to get an expedited shipping and be informed about the precise date and time of package arrival.
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Simple Steps to Save You the Hassle
The more effectively you impart available tracking information, the less desperate questions you will receive from panicked customers. Thus, creating a tracking number to every order, as of the “Submit” moment, can spare you unnecessary hassles. You can also offer ePacket order tracking to enable the customers to follow up by themselves.
You may also advise your customers to create an order tracking platform like ShipStation and 17track.net. On assigning a tracking number, your clients can use it to check shipping information from the order status page.
Take Notice: Plugins such as assigning a tracking number, delivery notices, and estimated arrival date, during the course of the process, all rally round to eliminate the “peril” of buying online products and establish confidence with your customers.
Tracking Process and Customer Purchasing Frequency
Buying goods online has grown to the degree of a necessity for each person. We all do it in few occasions and, sometimes, it becomes so extreme that it invokes others to intervene.
Anyway, when you are ordering something online, does order tracking process matter to you? Or is it simply another exhausting online buying procedure?
In my opinion, tracking is an integral part of online shopping, because it maintains me informed about my order status. Hence, I do not have to be anxious, where my order is and I have never received any at an unscheduled date or time.
Here, allow me to elaborate some points for you on the advantages that order tracking process provides to buyers and sellers.
Not only does order tracking system helps customers identify the location of their package, but it also allows e-commerce marketers to achieve authentic business indications.
On top of that, e-commerce stores can draw customer attention (and then customer acquisition) with tracking procedure, also by deploying order tracking system they can raise their customer retention rate.
Remember: Customer retention means more recurrent sales.
But how can an order tracking facility stimulate customers to buy more and enhance their purchase frequency?
E-commerce purchase tracking lends you the power to keep an eye on the entirety of your e-business online order and shipments, and then transmit the status to your clients at any point in the order’s timeline.
E-commerce order tracking comprises attributes like estimated delivery dates, package tracking, and frequent updates on the order status. Jointly, these features play a major function in the customer experience, allowing buyers to discern what to anticipate for their delivery and get notifications of any delays.
Order tracking system alerts store agents and item buyers about the current order status whenever placed by the customer. Consequently, the tracking process makes all sides stay on the same page and eliminates the incidence of miscalculation on both of the buyer’s side and/or the seller’s side.
It updates the customers and online store owners on the order status from the moment of departure to the arrival. Although it may vary from business to another, generally the order status can be subdivided into five phases: Submitted, Processing, Shipped, Delivered, and Closure. The matter is entirely dependent on the store owners’ alternatives and options.
For example, the buyers can track if their purchased product is out for delivery from the supplier or not. Also, they can know the time of arrival that they can expect, so that they can approach to the point of arrival.
In the following paragraphs, we will find out the advantages of the order tracking procedure for the buyers and for store owners as well.
Advantages of Order Tracking System
Today, installing e-commerce order tracking is deemed an indispensable assistance that every e- business firm has to provide. There are many advantages to D2C brands and to their customers too.
Definition: Direct-to-consumer (D2c) is a business model where a company produces a given product in its own facility, as well as distributes it within its own channels.
1. Cost Reduction
Probably you have personally realized that handling customer questions or complaints, in the long-term, has inflated hidden costs. Sometime later, you will be obliged to employ someone, subcontract customer service, or install a chatbot to reply to each individual complaint. Failing to do so will have serious consequences on your customer reviews.
The bright side is that if you deploy e-business order tracking, you will encounter far fewer inquiries. Once put into effect, all the tracking data will be automatically streamlined to your customer. Moreover, in event of any disputes, you can easily browse all your current (or previous) orders to find what is going on.
A Pro Tip: Using Software-as-a-Service (SaaS) order tracking can automate the procedure without loading you by unnecessary work, and minimize your customer support team stress, without affecting the service quality. By saving time and money, you would have further resources to devote in other schemes of refining the customer experience.
2. Fulfill Customer Expectations
The vast majority of buyers presume their ability to monitor their orders over every point of the shipping timeline.
Customers have obviously become familiar with following their orders through a high level of visual tools. After all, the environment of e-commerce commands it with such a relentless competition in the field.
Therefore, it is mandatory to implement an e-commerce order tracking system if you do not want your brand to lose business to other giant retail stores.
If you cannot offer the adequate level of service, customers will react to this, which may jeopardize your customer loyalty. Establishing order tracking process feeds your customers with the latest information, where their expectations will be fulfilled, and they will be more inclined to write good posts about you, buy again from you, or recommend you to their friends.
Remember: offering solutions to customers is far much gratifying for them than the unpleasant statement “I do not know where your order is,” or repeated apologies. It is possible for an order, in the middle of this crowded traffic and travel, to stay far-off its final arrival point.
When an order departs the factory or warehouse, it can be transferred to a post office or assorting facility before it arrives to the buyer. Keeping the client in action, will eliminate any chaos.
3. Better Controlled Order Fulfillment
The order is not fulfilled just by packing the item and handling it to the shipping agent. By order tracking system, you will uphold better control on the order fulfillment procedure, and you can promptly tackle any issues when they surface with ease. Without tracing system, critical tracking data could be omitted, leading to a buildup of emails from unhappy clients.
Customer acquisition is an excellent aim, but the real profit comes from having permanent customers who continue to buy frequently from your store. The precise e- business fulfillment strategy, which employs order tracking, can help reduce disputes, and at the same time maximize the lifetime value of the clients and gain you more sales.
The good thing is that there are so many excellent services to aid you manage order fulfillment and solve e-commerce shipping bottleneck more effectively, be it for sellers and buyers like ShipStation, or for buyers like 17track.net.
From Buyer’s Point of View
Being informed where your package is from the moment it is “Accepted” until it arrives to the destination point is a key approach to enhance your customer experience and influence how they view you. By managing this perception, you can earn greater trust with your customers, which will normally reflect into a better relationship and more sales on the long term.
- Makes it easier to manage and follow up order status.
- Makes the process more efficient and avoids confusion.
- Clients are not required to track their orders.
- Consolidates satisfaction and confidence.
- Eliminates customer online waiting for replies from support agents.
From Seller’s Point of View
- Saves your support team time and effort, as they do not need to solve your clients’ order status issues.
- Deepens customers’ loyalty to your business.
- Keeps you aware of your client’s order status.
- Rises the purchase frequency of customers.
- Fulfills your customers’ expectations easier.
- Saves efforts and hours of office work.
Other Advantages of Automating Order Tracking
After ordering an item online, the buyer will never just sit down waiting his/her parcel to arrive. Normally, package shipment, if it is forwarded to a main city inside the same country, will reach its destination in 1-2 days. The shipment may take longer time, when customers purchase items from smaller towns or country areas.
If the buyer is ordering an international purchase, then the parcel will take much longer days to arrive, depending on the country and location. Therefore, tracking purchase orders (POs) is one of the most vital services the seller can provide to their clients.
Many e-commerce stores, to this day unfortunately, still transporting their products without providing their clients with a reliable automated tracking system. When customers cannot automatically track their goods, and when information is not flashed on their screens, showing the status of the package, they will feel as if they have been waiting for a century.
This would portray a distorted image about your business, and the buyer may go for a seller who, by default, offers automated data about the item departure and arrival. Here, let us review some of the main essential reasons why you ought to automate orders tracking.
1. Responsibility and Answerability
Any e-business store must consistently confirm that it is held accountable to its clients. When orders and goods are under control and can be clearly tracked, this will encourage the buyers to return to your store and purchase again.
Also, automated order tracking will make it easier for your sales agents, to keep all your transactions manageable. When a problem arises with invoicing or orders, you can always backtrack your records to validate any claim.
2. Confidence and Trust
Buying goods online has rocketed in an unprecedented way. And yet, people still refrain from shopping online, particularly, the elder clients, and those who are not familiar with online shopping, yet.
With automated order tracking, buyers will receive notices in a scheduled bases, a manner will establish faith and confidence. Such buyers are prospective to make purchases frequently.
3. Reduce WISMO Calls to Customer Support
In business, it is very common to meet suspicious customers. We have customers who, at all times, want to believe that their package will never arrive as scheduled; even though, it is covered by insurance and subject to guarantee claim.
Such fears originate from an exaggerated uncertainty, but that uncertainty can lead to a flood of excessive calls on the heads of the customer service department. This situation, will result in avoidable waste of time and nerves of your customer care agents.
In order to avoid such irritated and hysterical calls about goods, still not arrived, install automated order tracking, and regularly forward out updates on order status to customers.
4. Automated Tracking System Keeps an Accurate Timeline
As a store owner, you must know all the particulars of the orders as well as the shipments. You could need at the exact moment or even in time ahead.
The automated order tracking system assist you, at any given moment, to retrieve data pertinent to, shipments and orders fulfillment. This will release you, and the customers, from unwanted confusion and would streamline the shipment process.
Why Too Much Office Work?
Few decades ago, automation wasn’t present everywhere. Employees had to engross themselves, by hand, in many endeavors all at once. This, devours work time, energy, and tons of office work. All works were so convoluted that even a simple process would take hours to be completed.
The manual order tracking process was an utter chaos, as it exerts a huge pressure of paperwork on the procurement department.
In the era of information technology, the so many channels of communication have simplified data collection and storage. Online stores can, in seconds, extract the data regarding order status of clients to confirm that the order is in due course and on time, the buyer can receive their delivery.
It makes no difference, the popularity of your online store is, or the vastness of your customer base is. After all, if these clients do not revisit your store, then probably you will not be able to hold your grounds versus your competitors.
To achieve customer retention and rise purchase frequency, you have to implement order tracking system. Also, let us find out how it increases customer loyalty.
Order Tracking Process – Increase Purchase Frequency
E-commerce order tracking system consists of modules begins with order “Submit” to order “Fulfillment”, to better serve and reach the customer expectations. When a business serves its customer base well, then its customers will automatically enhance their purchase frequency. Besides, it strengthens customer loyalty to the house.
It describes the number that indicates how many purchases a prospective client will make in any given interval of time. For example, the number of times a customer completes his/her purchase from the same store in a certain campaign or duration.
As we know, the clients want to accomplish their purchase process with ease. They do not want to exhaust their time or energy. Then, if provisions like online shopping start devouring clients’ time, it is logical to assume that it will not endure in their lives.
The online tracking system helps buyers to follow and manage their order status. This just makes them happier. Therefore, if your e-commerce employs an order tracking procedure, then it is great; if not then you should conduct a plan to implement one.
Because it can:
- Assist you gratify your customers’ expectations.
- Lead to more satisfied and loyal customers.
- Minimize your care time, cost, and effort.
Order Tracking System Increases Sales
As a client, online stores that provide this facility simply attract my eyes. Other than me, there are so many in the community who love the order details. Many customers want an order tracking system because they love it and appreciate it.
Keep in mind, e-commerce order tracking functionality improves customers’ purchase frequency that in the end enhances retention rate.
How a Typical Order Tracking System Should Perform
Clearly, your clients need e-commerce order tracking function that works in a real-time to receive and manage order data.
It can be a plugin that can be installed to manage orders and offer a full real-time tracking system.
Preferably, the functions that order tracking system provides should be similar to the following:
- Order tracking functionality from Submitting to Fulfilling.
- Multiple tracking templates with full customization.
- Notify the buyer about order status via email.
- Feeds tracking data with a Third-Party Logistics (3PL) agent.
- Equipped with WordPress Multilingual Plugin, to overcome language barrier.
Definition: Third-Party Logistics (3PL) provider, in business, has a broad meaning that applies to any service contract that involves storing or shipping items.
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In a Nutshell
As we said above, automated order tracking, is not a fancy choice nor it is an over expenditure. It can help you reinforce customers’ trust and confidence. Moreover, it assists you to recall shipment related records at any time you demand it.
Orders, shipping cargoes and other logistics relevant information are highly decisive, particularly when addressing complaints. Automating the whole tracking process helps you to avoid overwhelming hurdles while running an e-business.
Showing understanding for your client’s current situation can influence the tone and wording of your reply. The customer is calling you with some despair, wondering when they will see their package, in an acceptable timeline. When the seller recognize the customer’s frustration, this will make big difference to turn a negative feeling into a positive experience.