Order Tracking
A Tracking Page in Your Store, Not the Courier's
"Where is my order?" is the question your team hears most. Your store's own tracking page answers it, in your colours, with every step from placed to delivered and the courier's own updates.
- In every plan
- Free for 14 days
Kosha is a demo store on Mercayo. Its products, orders and customers are sample data.
In short
What It Does
The tracking page lives in your store at /track, under Track Your Order:
- A shopper types the order number (such as 1001) and the mobile number they ordered with, and presses TRACK ORDER. Wrong phone numbers are counted per order: five wrong tries in 15 minutes lock that order number until the time has passed, so nobody can guess their way into someone else's order.
- The order's steps: Placed, Confirmed, Shipped, Delivered, with dates, or a clear line when it was cancelled ("This order was cancelled on 20 Oct") or is coming back undelivered.
- Shipment updates: the courier's timeline, each step with its time and place, in plain words (Packed, waiting for the courier; Picked up by the courier; On the way; Out for delivery; Delivered), stored as they arrive, so the page never waits for the courier's website. The courier's name and AWB with a COPY button, and Expected by a date, or "Out for delivery today".
- What was ordered, how it was paid (paid online, cash on delivery, or waiting for payment, with the cash to keep ready for a part-paid order), and where it is going: the city and PIN code.
- DOWNLOAD INVOICE (or DOWNLOAD BILL OF SUPPLY) and a download for each CREDIT NOTE.
- Messages from the store: notes your team chose to show the shopper.
- What the shopper can still do: CANCEL ORDER while allowed, ask for an exchange or a return, BUY AGAIN, and WRITE A REVIEW once the items are delivered.
One Page, Three Ways In
The same order page opens three ways, and each shows only what it should:
| Way In | Who | What It Shows |
|---|---|---|
| /track | Anyone with the order number and its phone | The order, its parcel and documents; the city and PIN code, never the full address |
| The account's orders | The signed-in shopper | Everything, including the address and contact details |
| The thank-you page's VIEW ORDER | The browser that placed the order, for 3 days | Everything, as for the account |
The "shipped" email links straight to the page, and, where shopper accounts are on, a guest who later signs in with the same mobile number finds the order in their account.
When Something Goes Wrong
A failed delivery shows as "Delivery attempt failed" with the courier's reason and "They'll try again, or the store will contact you". A lost parcel says the store will contact the shopper. With Unboxing video for claims on for exchanges, the page reminds the shopper, while the order is on its way, to record a short video while opening the parcel.
For your store
Why It Matters
A good tracking page cuts the "where is my order" calls, chats and WhatsApp messages that eat a small team's day, and keeps shoppers on your store, where they may buy again, instead of a courier's website with someone else's ads. BUY AGAIN and WRITE A REVIEW sit right there for the moments they matter most: when the parcel arrives.
For cash on delivery, the page does more than inform. Showing the exact cash to keep ready and the expected date helps the shopper be home with the money, which is what gets a COD parcel accepted at the door instead of sent back.
It also protects your shoppers. An order opens only with its number and the phone used to place it; wrong guesses lock the number for a while; and a lookup by phone shows the city and PIN code, never the full address, the email or the phone number itself. The full details are only for the shopper signed in to their account, or the browser that placed the order.
And it is yours: your theme, your colours, your words, with no courier or Mercayo branding, the same page whether the shopper comes from an email, your menu or their account.
Step by step
How It Works
Nothing to Set Up
Every store has /track from the start. With Shiprocket connected and labels made through shipping labels, the courier's updates fill the timeline on their own. Without Shiprocket, the page shows the order's own steps as your team moves it on with SHIP and MARK DELIVERED.
Help Shoppers Find It
The "shipped" email links to it (keep Order shipped email on in your notification settings), the thank-you page has VIEW ORDER, and signed-in shoppers find each order in their account. Add a link to /track in your menu or footer in Menus, for shoppers who come back days later from another phone.
Add Messages for the Shopper
On an order's page in the admin, write a note and mark it as shown to the shopper ("Your order is delayed by a day, sorry!"). It appears under Messages from the store on their order page. Keep Notes the shopper can see on in Settings → Checkout and COD to allow this; switch it off and every note stays inside the admin.
The Page Updates as the Parcel Moves
Each courier update is stored as it arrives and shown in the timeline with its time and place. An older update never moves the page backwards, and the order's own steps follow the parcel: shipped at pickup, delivered at delivery.
Let Shoppers Act From the Page
While the order can still be cancelled (24 hours after placing to start with, and only before a courier label exists), CANCEL ORDER asks for an optional reason and cancels it, with stock, offers, any online payment and the credit note handled exactly as when your team cancels. After delivery, the page offers your exchanges and returns within the days you allow.
- A Shopper OrdersOn your store, from a phone or a computer. Mobile number first; the PIN code fills in the city.
- PaymentOnline through your own Razorpay account, or cash on delivery after a one-time code.
- UPI
- Cards
- Cash on Delivery
- GST InvoiceMade for the order with CGST and SGST or IGST; a credit note if it is cancelled.
- CourierLabels and pickups with your Shiprocket account; tracking shows on the shopper's order page.
- DeliveredThe shopper can ask for a return or an exchange from the same order page.
- Paid to YouOnline payments settle from Razorpay to your bank. Mercayo takes no fee on your orders.
Your shoppers
What Your Shoppers See
Order number and phone in, and a clear page out: where the order is, when it should come, how much cash to keep ready, and what they can do next. Each courier update reads in plain words with its time and place, the AWB copies with one tap, and the invoice downloads from the same page.
On a phone the page is one column: the status and timeline first, then the items and money, then what they can do. A signed-in shopper sees the same page from their account, with the delivery address too, and BUY AGAIN puts the same items back in the bag in one tap.
Settings
Settings You Control
Each one is in your admin. A new store starts with the value shown.
Mercayo
Mercayo's Controls
Mercayo limits how often one address can look up orders and counts wrong phone numbers per order, for every store, so the page cannot be used to guess orders. The page shows the address and contact details only to the signed-in shopper or the browser that placed the order; a lookup by phone shows the city and PIN code only. Mercayo's team can fix or limit the settings above for a store, such as the cancel window, with a reason your admin shows and a record in Mercayo's audit log. The tracking page carries no Mercayo or courier branding.
Limits today
Good to Know Before You Start
- The courier's live timeline needs parcels shipped through the connected Shiprocket account; other parcels show the order's own steps.
- A lookup by phone shows the city and PIN code, not the full address, on purpose.
- Shoppers find an order by its number and phone, not by the AWB alone.
- Mercayo does not send a message at each courier step: the shipped and delivered emails are the messages, and the page shows the rest.
Questions
About Order Tracking
Does the page show my brand or the courier's?
Yours: it is a page of your store, in your theme, with your header, footer and colours, and no courier or Mercayo branding. The courier's name and AWB appear only as facts on the parcel, for shoppers who want to call the courier.
Can someone see another shopper's order?
They would need the order number and the phone number used for it. Five wrong phone numbers in 15 minutes lock that order number until the time passes, and a lookup by phone never shows the full address, email or phone, only the city and PIN code.
Is the timeline live?
Each courier update is stored as soon as Shiprocket sends it, so the page is always as fresh as the courier's own data, without waiting for the courier's website. A safety check also asks Shiprocket about parcels that have had no news for 12 hours.
Can shoppers download their invoice here?
Yes: DOWNLOAD INVOICE, or DOWNLOAD BILL OF SUPPLY for a store on the composition scheme, and a download for each credit note. The documents are the same ones your team downloads from the admin.
Can shoppers cancel from the tracking page?
Yes, while the cancel window is open (24 hours after placing to start with) and before a courier label exists. They choose an optional reason, and the order is cancelled exactly as if your team had done it: stock goes back, offers are released, and any online payment is marked for a refund.
Does a guest need an account to track?
No. The order number and the mobile number are enough. Where your store has shopper accounts on, a guest who later signs in with the same mobile number sees the order in their account too, with its full details.
Related
Related Features
- After the OrderOne page per order with its status, items, money and GST documents, plus cancel, BUY AGAIN, reviews, returns and exchanges for the shopper.
- Shipping LabelsSelect orders, press GENERATE LABELS, and each gets a courier by your rule and an AWB, with one PDF of labels to print and pickups booked if you want.
- ExchangesShoppers ask for an exchange from their order page, with a reason and, if you require it, an unboxing video; your team takes it step by step.
- Thank-You PageAfter the order: the number, what was paid and what is due in cash, what happens next, the address, cancel while allowed, and a gentle way back to the store.
- Customer AccountsShoppers sign in with a one-time code by email or phone, or with Google, and find their orders, invoices, addresses and credit in one place.
More in Shipping: Delivery Charges · Delivery Dates by PIN Code · Shipping Labels · Failed Deliveries · Exchanges · Returns and Refunds · Packing Slips
Try It on Your Own Store
Every feature is in every plan, free for 14 days.
