Why Shopify Stores Should Focus on Order Tracking: Building Loyalty and Reducing WISMO Complaints

In today’s fast-paced eCommerce world, customers expect more than just quick delivery. They want to know what’s happening with their orders, and they want to feel like they can trust the brands they buy from. As a Shopify store owner, offering order tracking isn’t just a nice-to-have anymore—it’s an absolute necessity. When you give customers the ability to track their orders, it not only helps reduce the number of WISMO complaints (“Where Is My Order?”) but also boosts the overall shopping experience and deepens customer loyalty. So let’s talk about why order tracking is one of the most important features for the long-term success of your Shopify store.

Transparency Matters More Than Ever

Think about the last time you bought something online. You were probably excited, waiting for it to show up, but also unsure of when or where it was. Frustrating, right? Now, imagine being a customer who doesn’t have the option to track their order. The uncertainty can really take away from the excitement of a purchase.

But when you offer order tracking, it changes everything. Your customers can track their order from the moment they make the purchase until it’s at their doorstep. This simple feature helps reduce their anxiety, and it gives them peace of mind knowing they can check their order status anytime they want.

Why Tracking Is Crucial Today

Today’s consumers expect instant access to information. The days of waiting in the dark for an order to arrive are long gone. Research shows that 70% of customers are more likely to shop with brands that provide order tracking. If you’re not offering this feature, you’re leaving your customers frustrated—and potentially losing their business to a competitor who provides transparency.

When customers can track their orders, they feel like they’re in control of their shopping experience. And that transparency helps you build a stronger connection with them—something that’s essential for turning first-time buyers into repeat customers.

How Order Tracking Helps Cut Down on WISMO Complaints

WISMO complaints, or “Where Is My Order?” inquiries, are some of the most common issues that eCommerce businesses face. And while these complaints might seem minor, they actually show that your customers are feeling uncertain about their purchase. According to eMarketer, 65% of online shoppers contact customer service at least once during the shipping process to ask about their order status.

So how does order tracking help? Here’s the breakdown:

• Proactive Updates: When you send customers timely notifications about delays or shipping changes, you help manage their expectations. This simple act of communication can prevent a flood of WISMO complaints before they even start.
• Instant Access to Order Status: Giving your customers the power to check the status of their order whenever they want makes them feel more in control. They don’t have to wait for customer support to answer their questions, which means fewer service requests on your end.

The result? A much smoother customer experience where your customers feel heard, and you can focus on more important tasks than answering repetitive questions.

Amazon’s Success: A Case Study in Order Tracking

Amazon is often held up as the gold standard when it comes to order tracking. And it’s not by accident. Over the years, Amazon has refined its system to keep customers informed at every step of the shipping process. This level of transparency has not only boosted customer satisfaction—it’s set the bar for what customers expect from every online retailer.

A 2021 McKinsey study found that customers who use Amazon’s order tracking system are more likely to make a second purchase. This shows just how important order tracking is for building long-term customer relationships.

The Takeaway for Shopify Store Owners

If you’re not offering order tracking on your Shopify store, you’re missing a huge opportunity to build trust and keep your customers happy. In today’s eCommerce landscape, transparency is a must. Customers are already used to real-time updates on their orders, and if you don’t meet that expectation, they may look elsewhere for a store that does.

Building Trust and Encouraging Repeat Business

Trust is at the heart of every successful eCommerce business. Research shows that 83% of customers are more likely to return to a store that provides an excellent post-purchase experience, like order tracking. When customers trust your brand, they’re more likely to come back for more.

Here’s how it works: when customers know they can track their orders, they feel reassured that your brand is reliable. This feeling of reliability can turn a one-time customer into a repeat buyer. And happy customers are more likely to spread the word to friends and family, helping you expand your customer base without the need for costly marketing.

The ROI of Order Tracking

Investing in order tracking isn’t just about improving the customer experience—it’s also a smart business decision. Here’s why:

• Fewer Complaints: When you reduce the number of WISMO complaints, your customer service team can focus on solving more complex issues, which increases efficiency.
• Customer Retention: When customers feel valued, they’re more likely to return. Studies have shown that 92% of customers who are satisfied with their order experience will share their positive experience with others, bringing in new customers without the need for extra marketing costs.
• Increased Efficiency: Automating the tracking process means your team spends less time answering repetitive questions, giving them more time to focus on the important work that drives your business forward.

Shopify Apps to Simplify Order Tracking Integration

Adding order tracking to your Shopify store is easier than you think. Several apps on the Shopify App Store can help you integrate order tracking without requiring deep technical knowledge:

• AfterShip: Offers automatic tracking updates and supports multiple carriers.
• Tracktor: Lets you create a custom tracking page and send updates to customers.
• Parcel Panel: Provides multi-carrier tracking with real-time updates and customizable tracking pages.

These apps seamlessly integrate with Shopify, allowing you to offer professional-grade tracking with minimal effort.

Conclusion: Order Tracking is Key to Building Loyalty

Order tracking isn’t just a feature—it’s a vital part of providing a great customer experience. By offering real-time updates, you meet customer expectations and foster long-lasting relationships that turn one-time buyers into loyal customers. Order tracking helps reduce complaints, boosts customer satisfaction, and ultimately drives sales.

What You Can Do Today:

• Install an order tracking app like AfterShip or Tracktor.
• Make sure your customers know how to track their orders.
• Continuously collect feedback and refine your tracking system.

Investing in order tracking will pay off in happier customers, increased loyalty, and higher sales. Don’t wait—start improving your post-purchase experience today and watch your business thrive.