Benefits of Order Tracking App for Your E-Commerce Business

A customer places an order, receives an e-mail confirmation, and waits. For the first couple of days, the wait feels okay. Then, many people begin to ask themselves where their package is. If they don't find the answer quickly, they reach out to the seller via email, Instagram message, or live chat.

That one question adds up quicker than many store owners realize. According to ReadyCloud, "Where is my order?" (WISMO) inquiries make up 10% to 25% of support contacts in a normal month.

That figure also rises to 15% to 40% during the busy season. Gorgias data also shows that WISMO is the number 1 e-commerce support request. It accounts for approximately 18% of all contacts.

This is where an order tracking app comes in handy. Below, we will explore what these apps are, how they can help your business and what to consider before you choose an app.

What an Order Tracking App Actually Does

An order tracking app fetches shipment details from carriers and displays them to customers in a single place. This means that the customer will open a page on your store and see where their order is. They won’t have to copy a tracking number into a courier’s website and track the shipment manually.

Plus, there are many apps that allow syncing orders from a Shopify store automatically. So store owners also don’t need to update anything manually.

You'll also have a dashboard that displays all shipments and their statuses behind the scenes. Therefore, you and your customer will be seeing the same information simultaneously.

Benefits of an Order Tracking App For Your Business

Fewer “Where Is My Order” Tickets

Customers check on their orders quite often.

In fact, DigitalGenius discovered that 96% of shoppers track their orders when tracking as soon as tracking is available. And 43% check it daily.

Customers are interested to know where their parcel is. But the real question is: how do they find the answer? On their own or via your support inbox.

Many of your support inbox tickets don't get written at all when customers can check the status of their order themselves.

Brands that implement proactive shipment notifications have seen a decrease in WISMO inquiries of up to 75%, according to LateShipment.

However, your own results will depend on your courier service and order volume, of course. But nevertheless, a small reduction in inquiries can free up a few hours a week.

Your Support Team Gets Its Time Back

Answering WISMO questions is a tedious and repetitive task. Each one involves opening the order, locating the tracking number, visiting the carrier's website and sending a reply to the customer.

This means agents have less time for returns, answering product questions and having pre-sale chats that generate revenue.

Once your team has a tracking app to do the basic lookups, they can concentrate on the conversations that actually require human interaction.

Customers Stay on Your Store

Carrier tracking pages are built mainly for the carrier. They display the carrier's logo, layout, and some even show their own promotions. Each time a customer lands there, your brand drops out of the picture.

A branded tracking page takes that experience to your site instead. The customer will see your logo, your colour scheme and your links. This turns a routine status check into one more visit to your store. Better yet, a customer who’s already on your site is one click away from browsing the store again.

Problems Get Noticed Early

Things don't always go according to plan when it comes to shipping. For example, DigitalGenius says that approximately 11% of packages experience a shipping exception. It can be a delay, a failed delivery attempt or a customs hold.

Typically, you are only aware of these problems when an irate customer calls you. A tracking dashboard changes this, as you can see the stuck or delayed orders and take action early.

The action can be:

• Send the customer an update before they ask for it.
• Contact the carrier while there is still time to fix the problem.
• Provide a replacement or refund for orders that are clearly lost.

In reality, customers tend to be more patient when they hear about a delay from you. Rather than when they find out on their own.

Data to Judge Your Carriers

As time goes on, you'll learn a lot about your shipping from your tracking data. Delivery and transit time analytics can reveal which carriers are on schedule and which keep running late on specific routes.

This way, you can make carrier decisions on your own instead of a courier's sales pitch.

This matters a lot if you're dispatching orders across regions or use more than one courier. If one carrier keeps slipping on a specific route, the data will show it. You can then transfer volume to another carrier before the store’s ratings begin to suffer from late deliveries.

More Trust From First-Time Buyers

Clear tracking also helps to create confidence, particularly with first-time buyers who are not familiar with your store yet.

If they can follow the order from dispatch to their door, the purchase feels safer to them. That good experience then translates to another purchase that they make from your store.

What to Look For in an Order Tracking App

Each store will obviously have its own requirements. So, it helps to check a few basics before you install anything. They are as follows.

• Carrier coverage, so the app supports the couriers you use now and the ones you might work with in the future.
• Automatic order sync, so orders are synced in your store’s database without manual imports.
• A branded tracking page or widget that you can match with your store's appearance.
• Delivery and transit time analytics to help you assess carrier performance.
• CSV export, so you can share reports or run your own analysis.
• Pricing that fits your volume. That’s because most plans are based on shipments per month.

A Practical Option for Shopify Stores

If your store runs on Shopify, Track My Order (Shopify) addresses all of the aforementioned points.

The app is developed by Softrix Technologies. It allows you to add a tracking widget to your pages or create a branded order status & tracking page of your choice.

In addition, it supports more than 300 national and international carriers, such as DHL, Aramex, USPS and 4PX.

The orders are also automatically synced from Shopify to the app’s dashboard. You can then see the delivery status, transit time analytics, and export tracking data as a CSV.

The team behind it is also available 24/7 to assist you if you need help with the setup.

About the pricing, it is tiered by monthly shipments, which makes it easy to start small. The tiers are:

• Free: Unlimited shipping per month with a branded tracking page and delivery analytics.
• Basic ($9/month): Up to 200 shipments per month and 300+ carrier integrations.
• Pro ($29/month): Up to 500 shipments per month, with delivery performance monitoring.
• Premium ($45/month): Up to 1,000 shipments per month. Best for stores with higher order volume.

With that in mind, the free plan is a sensible way to test the app with real orders before you move to a paid tier.

Final Thoughts

Order tracking can look like a small detail next to marketing and product decisions.

However, the numbers show it accounts for a large share of support work, and it shapes how customers feel after they pay.

A tracking app answers the routine questions for you and gives you the data to catch shipping problems early.

So, if WISMO tickets are eating into your week, setting one up is a practical first step.