Order tracking
Let customers check their order status in seconds.
Configurable workflow example
Sample customer question
“Where is order NL-1842?”
Information required
- Customer identity (email or order number)
- Order record from the connected store
- Available fulfillment and carrier events
Rules checked
- Identity matches the order
- Only events present in the merchant's systems are returned
- Missing scans are reported as unknown, not guessed
Permitted action
Read fulfillment and carrier events the store is allowed to expose.
Success state
The customer receives the latest recorded event (for example, “Departed origin facility”). No arrival date is invented.
Escalation
Escalate when the order cannot be found, identity does not match, or the carrier feed has no events and the customer reports a delay beyond the merchant's review threshold.
Sample activity
- Operation
- Order tracking
- Rule checked
- Return only recorded carrier events
- Action taken
- Looked up fulfillment events for NL-1842
- Result
- Shared last recorded event: departed origin facility. Delivery date not in the feed.