Track My Order Redesign

Overview

In the competitive world of e-commerce, a smooth post-purchase experience is key to retaining customers. The redesigned Track My Order (TMO) experience revolutionized the way customers follow their purchases, offering real-time updates, multi-shipment tracking, and clear, detailed order statuses.

The Challenge

Previously, customers had a fragmented tracking experience. Without vendor API integration, users were redirected to carrier websites, creating unnecessary clicks and friction. This disjointed journey led to frustration and higher contact rates to customer service.

Hypothesis

By integrating Narvar Notify and a new TMO page, we could create a unified, real-time tracking experience that:

• Reduced the number of redirects and customer effort.

• Empowered customers with self-service capabilities.

• Lowered contact center volume by 10%, driving operational savings.

The Solution

The new TMO experience integrates Narvar’s Order Tracking API, allowing customers to see live updates directly on the website and in branded email notifications.

Multi-Shipment Tracking

Customers can now track multiple shipments at once — even across different carriers — from a single interface, reducing confusion and improving transparency.

Comprehensive Order Statuses

The page now provides clear, detailed order states including: Processing, Shipped, Delivered, Delayed, Returns, Cancelled, Out of Stock, and Backorder.

Impact

• Reduced friction: No more redirects to carrier websites.

• Greater transparency: Real-time updates and detailed status information.

• Increased customer satisfaction: Improved trust and control over orders.

• Operational efficiency: Expected 10% reduction in Customer Center contacts.

Key Learnings

• Integrating tracking tools directly into the brand ecosystem increases user trust and engagement.

• Multi-shipment visibility is crucial in modern e-commerce to manage split deliveries.

• Clear, branded communication helps set accurate delivery expectations and reduces WISMO (“Where is my order?”) inquiries.

Conclusion

The redesigned TMO page represents a significant leap forward for the brand’s post-purchase experience. By combining real-time order tracking, multi-shipment visibility, and clear communication, the company empowers its customers with convenience and confidence — setting a new standard for excellence in post-purchase engagement.