Customize the order status page

Whether you fulfill orders through a supported shipping carrier or not, there are still actions you should take to make sure your store's checkout experience is as you expect.

Overview

When you fulfill or update orders and include a tracking number, your customers can receive a link to their order status page by email. By default, the following email templates include the URL to the customer's order status page:

  • Order confirmation
  • Shipping confirmation
  • Shipping update.

You can view the status of a customer's order from the Orders page in your Shopify admin.

Steps:

  1. From the Orders, open the order that you want to track.
  2. Click the Actions button, and then click View order status page.

The order status page updates in real time as the status of the shipment changes. Possible statuses are:

  • Confirmed - A customer created an order, but you have not shipped or fulfilled the order yet. This is a good time to capture payment.
  • On its way - You have marked the order as fulfilled or partially fulfilled in your Shopify admin, and the shipment is in transit.
  • Out for delivery - The shipment arrived in your customer's area and will be delivered to your customer soon.
  • Delivered - The customer received their shipment.
  • Attempted delivery - The carrier attempted to deliver the shipment to the destination address, but was unsuccessful.

Customers receive a link to their order status by email. To make sure this happens automatically, you must:

  1. Set up your email templates.

  2. Add a tracking number to your orders.

  3. Test the functionality.

Set up your email templates

Your email templates control the Order confirmation and Shipping emails that are sent to customers when you fulfill and update orders. You'll need to make sure they are ready to automatically send the order status URL to your customers. The URL directs the customer to the order status page. Default SMS templates already include the order status URL.

Select the option that best describes you:

I have not customized my order confirmation or Shipping email templates

If you don't have customized Order confirmation or Shipping notification templates and still use the default templates, then you can skip this step. Shopify has already updated your email templates to include a link that points your customers to their order status page.

Your next steps are:

I have customized my Order confirmation or Shipping email templates

Since you have customized one or more of your Order confirmation or Shipping notifications templates, Shopify can't automatically update the templates for you without overwriting all your customizations.

To make sure your email templates include the order status URL, which gives your customers the link they need, you can either:

I'm not sure if my email templates have been customized

If you're not sure whether you or a staff member has customized your email templates, here's how to check:

  1. In the Email templates section, find the Order confirmation and Shipping confirmation email templates.

  2. If you have customized an email template, the Revert to default button will appear at the bottom of the template's page:

Revert to default button

If you see a Revert to default button on the Order confirmation or Shipping confirmation template pages, follow the steps above.

Manually add the order status URL to your email templates

To make sure your Order confirmation and Shipping email templates include the order status URL link for your customers, you will have to add some Liquid code to your templates.

Steps:

  1. Click Shipping confirmation to open it in the online editor.

  2. Find the following section if it exists:

    For shipping status on these items:
    {% for tracking_url in fulfillment.tracking_urls %}
      {{ tracking_url }}
    {% endfor %}

    If that code does not exist, add the code in step 4 wherever you would like the link to appear in your emails.

  3. Replace it with the following:

    Track the status of your order: {{ order_status_url }}.

    You can change this message to fit your brand. The only requirement is to copy (ctrl + C on a PC or command + C on a Mac) and paste (ctrl + V on a PC or command + V on a Mac) the {{ order_status_url }} code exactly as it appears here.

  4. Repeat steps 1-5 for your Shipping update and Order confirmation emails.

Add a tracking number to an order

After your email templates are set up to send the order_status_url, you need to add a tracking number to your orders. Then your emails will automatically send the order status URL to your customers.

Follow these guides if you're not sure how to add a tracking number:

Test the functionality of your checkout, especially if you have added additional scripts, to make sure it's working correctly.

Add an opt-in for order updates

Customers receive order updates by email or phone, depending on which information they enter during checkout. You can enable a button to allow your customers to opt-in to order updates after an order is placed. Once enabled, customers can add a phone number or email address on the order status page.

Steps:

Order updates opt in

  1. From your Shopify admin, click Settings, and then click Checkout.
  2. Find the Customer contact section, and then check the option under Additional contact method:
    Order update opt in setting
  3. Click Save.

Test the functionality

If you add any code to the Additional scripts box, such as tracking pixels or custom code from a third-party app, you can test your checkout experience by placing a test order.

Steps:

  1. Using your own email when checking out, and selecting a supported shipping carrier, follow the instructions on placing a test order.
  2. In your Shopify admin, fulfill the order and add a tracking number to it.

If you notice anything unusual, there could be a conflict between custom code from a third-party app. Contact the app developer to resolve the issue. You can find their information by searching for the app's name in the Shopify App Store.

Add additional scripts

The Additional scripts box is used to insert code into the template for your order status page. You can add any of the following:

  • HTML You can use any valid HTML5 code, for example script, style, iframe, and object elements.

  • Liquid code You have access to the checkout and shop liquid objects.

  • ROI/conversion tracking scripts

  • Referral tracking scripts

Example customizations using additional scripts

Here are some example customizations that use the Additional scripts field:

Access the additional scripts

  1. Find the Order processing section. Near the bottom of this section you will find Additional scripts.

Additional scripts text box

Additional information

The order status page is a new feature and still being developed. Below, you'll find some information about the state of the feature and our plans to increase its capabilities soon.

Supported shipping carriers

At this time, USPS, UPS, FedEx, and Canada Post are the only shipping carriers that fully support the new order status page.

The order status page for shipments made through supported carriers include the shipping map that updates in real time.

Unsupported carriers

The order status page does not yet fully support any shipping carriers other than USPS, UPS, FedEx, DHL Express, and Canada Post. However, you should still update your email templates and continue to add tracking numbers to your order fulfillments so that your customers receive an order status URL.

On the order status page, orders made through unsupported carriers still display a tracking number that links to the shipping carrier's website where your customers can get more information about the status of their order.

Unlike supported carriers, the order status will not be displayed, and the pin on the map will not update in real time.

Orders with multiple shipments or carriers (partial fulfillments)

The order status page supports partial fulfillments, or orders that you fulfill with multiple shipments. Shopify will create a second order status block with the tracking number and content on the order status page.

We support partial fulfillments, even if they were made through different shipping carriers.

Add a note or message

As part of the changes to the Additional scripts box's functionality, you can add content boxes to your checkout's order status page using a JavaScript object.

If you follow our guide, you only need to know some HTML to add content, such as a note or message, to your order status page.

Customer privacy

Although the link to the order status page seems like a publicly accessible URL, your customers' shipping addresses are safe, and not visible to anyone else.

When someone accesses an order status page from a different device than the one used to complete the checkout, there is a login requirement to secure the customer's information. To access the page, your customer needs two credentials:

  • the order's number (which they can retrieve in their emails), and
  • the email address used to complete the checkout.

Translate your order status page

You have the same control over the language used on your order status page that you do over the rest of your Shopify store. If you've translated your entire theme language, then your order status page will already be in your chosen language.

You can also translate your messaging line by line if the default text doesn't fit your branding. For example, the first line of the order status page which reads "Thank you, John", could be translated to "Thanks, John!".

Steps:

  1. Find the theme that you want to edit, and then click Actions > Edit languages.

  2. Scroll down to the Checkout thank you heading:

Checkout thank you header

The fields from the Checkout thank you heading to the Checkout shop policies heading contain the translatable messaging for the order status page.

  1. Enter your translated text into the fields.

  2. Click Save.

Advanced customizations

If you have a Shopify Plus subscription, you gain access to the checkout.liquid layout and checkout.scss.liquid asset file, giving you full control to make advanced customizations to your checkout experience.

Ready to start selling with Shopify?

Try it free