About order status pages

Customers can visit the order status page to check the progress of their order as it's fulfilled. The order confirmations that you send by email, SMS, or through the Shop app can include a link to the order status page.

The type of notification the customer receives depends on the contact information they enter at checkout. If the customer enters a phone number at checkout, then they receive an order confirmation by SMS. If a customer enters an email at checkout, then they receive an order confirmation by email, followed by order and shipping updates. Order and shipping updates aren't sent by SMS. You can give customers who enter a phone number at checkout the choice to opt-in to receive order and shipping updates by email.

To track their order on the order status page, customers need to log into their customer account. Alternatively, they can verify their email address or phone number along with the order number to view the order details. Customers can locate the order number in the receipt sent to them by email or phone.

If you want to send your customers order status updates by email, then you need set up your email templates to automatically include a link to the order status page.

You might also consider customizing your order status page to display special notes and messages.

Real-time shipping updates

If you ship through a supported carrier, then the order status updates in real time and the shipment location is displayed on a map.

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 haven't shipped or fulfilled the order yet. This is a good time to capture payment.
  • On its way - You 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.

If you use an unsupported shipping carrier, then the order status page has a tracking number that links to the shipping carrier's website. From the carrier's website, your customers can get more information about the status of their order. The order status isn't displayed, and the pin on the map doesn't update in real time.

Orders with multiple shipments or carriers

The order status page works with partial fulfillments, even if they're made through different shipping carriers. Shopify creates new sections on the order status page for multiple fulfillments.

Protecting order status shipping and billing information

Although the information provided in the order confirmation, including the link to the order status page, might seem to be publicly accessible, your customers' shipping and billing addresses remain secure and aren't visible to anyone else.

To ensure the security of customer information, a login requirement is implemented when accessing the order status page from a device other than the one used during checkout. Customers need to provide two credentials to access the page:

  • The order number (which can be retrieved from their emails)
  • The email address used during checkout

Customers have the option to share their order status page with friends to inform them about their purchases. However, when customers share the order status page, private information such as payment method or addresses isn't displayed.

View an order status page

You can visit a customer's order status page from your Shopify admin.

Steps:

  1. From the Orders page, open the order that you want to track.
  2. Click More actions > View order status page.
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