Order Tracking for Merchants
Merchants can provide shoppers with SMS updates that convey an order’s status and point to a branded order tracking page. The order tracking page adds visibility for shoppers and reduces the number of support tickets related to order status.
Features
| Order Tracking Page | SMS Updates |
|---|---|
| Mobile-responsive design | Realtime updates on shipping and delivery status |
| Contact & shipping information | Link to order tracking page |
| Order summary | Supports international phone numbers |
Event Table
The following table describes events that trigger an SMS update. Most messages include a link to your branded order tracking page.
| Event | Example SMS |
|---|---|
| Order Placed | Thank you for ordering from Store Name! You have opted in to receive delivery notifications about your order. Reply PAUSE anytime to opt out. View details at bit.ly/8vwnqow Questions? Contact support@storename.com (Order ID: 12345) |
| Pickup | Your order from Store Name is ready for pickup! |
| Shipped | Your order from Store Name is on its way! Estimated arrival Mon, April 2nd. Track at bit.ly/8vwnqow |
| Out for Delivery | Your order from Store Name is out for delivery today! Track at bit.ly/8vwnqow |
| Delivered | Your order from Store Name has been delivered! From FedEx: “Delivered (Left at garage. Signature Service not requested.)” View details at bit.ly/8vwnqow Questions? Contact support@storename.com (Order ID: 12345) |
| Delivery Failure | There was a problem delivering your order from Store Name. Track at bit.ly/8vwnqow Questions? Contact support@storename.com (Order ID: 12345) |
| Cancelled Shipment | The shipment for your order from Store Name was cancelled. For additional information and support, please contact support@storename.com (Order ID: 12345) |
| Return to Sender | Your order from Store Name is being returned to the sender. Track at bit.ly/8vwnqow For additional information and support, please contact support@storename.com (Order ID: 12345) |
Customer Support Requests
When a shopper responds to an SMS update, you’ll receive the following information about the shopper in an email support ticket:
- Name, phone number, and email address
- SMS notification history
- Response text
- Order history
Shopper Experience
Order Tracking Page
Shoppers can access the order tracking page either by clicking the link in an SMS order update or by looking up their order on your site, if you offer this feature.
Bolt Shoppers
- Enter their email address.
- Complete one-time passcode verification.
- Your Orders page displays order history at your store. Shoppers select an order to view the order tracking page.
Guest Shoppers
- Enter their email address.
- Receive an automated email with their order confirmation number.
- Enter the order number to view the order tracking page.
SMS Tracking
- Shopper opts into SMS messages during checkout, on confirmation page, or on the order tracking page.
- Shopper receives SMS order events. Each update includes a link to the order tracking page.
- Shopper can opt out at any time by texting
PAUSE.
Availability
Couriers
Bolt’s uses AfterShip (Automizely) by default to facilitate order tracking; review their courier list for a breakdown of their supported couriers.
If Aftership does not support your preferred courier, Bolt can also leverage EasyPost for order tracking.
Customizations
The customizations that merchants make to their checkout experience (i.e., logos, colors, etc.) also apply to the order tracking page.