Delivery questions are the most common support emails in ecommerce, and the easiest to prevent. Seven changes that work for small stores.
1. Promise a date, not a delay
“Delivered between Tuesday 12 and Wednesday 13” is clearer than “3 to 5 business days”. Show it on the product page and in the cart.
2. Say when orders leave
A cutoff time (“Order before 2 pm, ships today”) answers the question before the purchase. See cutoff times.
3. Send the tracking link automatically
The shipped email must include the carrier and a clickable tracking link.
4. Offer a tracking page
Customers without an account enter their order number and email, and see the status and the tracking link.
5. Add the tracking to My account
A Track button next to each order, for customers who log in.
6. Explain delays early
A pre-order, a busy period, a holiday: tell customers before they ask, in the confirmation email and on the site.
7. Make the policy findable
A short delivery and returns page, linked from the footer and the confirmation email.
Measure
Count delivery questions for a month before and after. Most stores see a sharp drop once tracking links are automatic.
Trackly covers points 3, 4 and 5; Shipdate covers point 1. Try the tracking page on the demo.
Frequently asked questions
What reduces delivery questions the most?
An automatic tracking link in the shipped email, and a delivery date shown before the purchase.
Should guests be able to track orders?
Yes, with the order number and the email used for the order.
Where should the delivery policy be linked?
In the footer, on product pages and in the confirmation email.