Tracking & Notifications is a post-purchase product for ecommerce shippers. It enables them to provide customers with branded delivery status pages and proactive order communications throughout the delivery journey.
It uses order, parcel, carrier, tracking, and customer data to display delivery status, trigger communications, support customer service teams, and provide reporting on delivery and customer engagement performance.
Tracking & Notifications include the following features:
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Branded order status page: An order-tracking page that can be embedded in a retailer's website and configured with brand styling, language, order details, delivery checkpoints, purchased products, campaign banners, and other customer-facing components.
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Tracking and delivery visibility: Delivery status information based on carrier tracking events, including checkpoints, estimated delivery information, failed delivery attempts, collection information, return status where applicable, and carrier tracking links where available.
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Proactive delivery notifications: Automated customer communications triggered by carrier events, order events, and configured business rules, such as dispatch, in transit, out for delivery, delay, delivery, and collection updates.
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Multi-channel communication: Support for email, SMS, push notification, and webhook-based updates, where configured and included in the contracted scope.
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Message and journey configuration: Tools to create, preview, test, and manage message templates, reusable content snippets, translations, branding, triggers, and customer communication journeys.
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Customer feedback and engagement components: Optional surveys, voting questions, campaign banners, product recommendations, and other content that can be displayed in emails or on the order status page, where configured.
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Reporting and analytics: Visibility into delivery performance, communication engagement, promise performance, exceptions, claims, and related post-purchase performance indicators.
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Customer service tooling: Access to tracking records, notification history, resend options, exports, and related support functions to help customer service teams manage delivery inquiries.
Prerequisites
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The retailer must provide accurate and timely order, parcel, customer, carrier, service, and tracking information through the agreed integration method.
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The quality and timeliness of tracking visibility and communications may be affected by carrier event delays, missing or untracked services, incorrect tracking references, incorrect customer contact data, public holidays, non-working days, and other data quality issues outside the product's control.
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The order status page requires implementation of the relevant tracking snippet or agreed integration on the retailer website, including the correct account identifiers and configuration options.
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Communications require configured message templates, journey triggers, branding, languages, sender details, and customer contact information. The retailer is responsible for ensuring that communications comply with its customer consent, privacy, and marketing requirements.
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SMS, push notifications, webhooks, product recommendations, campaigns, surveys, claims, and prediction features may require additional setup, integrations, data fields, or third-party services.
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Some data is available only during the applicable data retention period unless a separate integration or data feed provides longer availability.
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AI-generated, predictive, or benchmark-based outputs, where available, are provided for informational purposes and should be reviewed before being relied upon for operational, customer-facing, or commercial decisions.
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When using the PostShip API, retailers should provide the unique courier code for each carrier to ensure the fastest and most seamless integration. If a retailer uses a different identifier format, we can configure custom mappings to translate and accept these alternative codes.
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Tracking will only be available up to 90 days after shipment.
For full documentation, please visit the Messages & Journeys Overview of how parcelLab works.