Customers follow their order on your site at the link in their order emails (and in My account → Orders).
- One section per package: its items, the carrier, the timeline and the expected date. The top line reads "2 of 3 packages delivered". The order counts as delivered when every package is.
- Expected date: "Arriving Thu, Nov 12". If the carrier's date slips past the date shown at checkout: "Running late: now Fri, Nov 13".
- Waiting at the post office when the package is held for pickup. A package returned to sender is a delivery problem.
- Tracking number: when your EasyPost or Shippo account tracks the package, the page shows the number with a Copy button and no link out. When we can't track it (a number typed in, or Pirate Ship with no EasyPost or Shippo connected), it links to the carrier's site.
Only your store's name ever shows. Customers never see the shipping company you use or us.
Updates
Tracking updates arrive by themselves from your shipping account, with a daily check for packages that haven't moved in 3 days. Emails go out for shipped, out for delivery (at most once a day per order), delivered and delivery problems (per package). Texts for the same steps are off until you turn them on (see Order emails).