Customer Order Tracking
Your online store includes a self-serve tracking page where customers follow their order status using the order number and phone, with no account needed.
Overview
Every Cashvio storefront ships with a Track Order page at /track (for example yourstore.cash-vio.com/track). Customers look up their order with two things:
- The order number they received on the order-success page
- The phone number they entered at checkout
No customer account or login is required.
Where customers find it
The order-success page shows the order number with a copy button and a Track order link. The tracking page is also linked from the storefront footer.
What Customers See
The tracking page shows a live view of the order:
- Status timeline: the order's progress through fulfillment
- What happens next: a short line under the timeline explains the current status (e.g., "Your order is with the courier and on its way to you")
- Order items: products and quantities
- Totals: subtotal, discounts, fees, and the final amount
- Contact buttons: WhatsApp the store and Call the store, so questions about the order reach you directly
The timeline follows the order's fulfillment status:
| Status | What it means for the customer |
|---|---|
| Pending | Order received, not started yet |
| Preparing | The store is working on the order |
| Ready | Ready for pickup (pickup orders) |
| Delivering | Out for delivery (delivery orders) |
| Completed | Order fulfilled |
| Cancelled | Order was cancelled |
No retyping after checkout
When a customer opens the tracking page right after placing an order (via the Track order button), the phone field is prefilled automatically, so they only tap Track Order.
Contacting You From the Tracking Page
Below the order status (and when a lookup fails), customers see contact buttons:
- WhatsApp the store: Opens a chat with your WhatsApp number, with a message that already includes the order number. Shown only when Show WhatsApp Button is enabled.
- Call the store: Dials your storefront contact phone.
Keeping the Page Accurate
The tracking page reflects whatever fulfillment status the order has right now. To keep customers informed:
- Open the order from Sales > All Sales.
- Update the fulfillment status as the order progresses (Preparing, then Ready, Delivering, and finally Completed).
- Optionally click WhatsApp customer to send a status message. The tracking link gives customers a place to check anytime without messaging you.
Fewer 'where is my order?' calls
Merchants who update statuses promptly get fewer WhatsApp check-ins, because the customer's answer is always one page away.
Requirements & Tips
- The phone number must match the one entered at checkout. Customers who typo their phone at checkout won't be able to look the order up; you can always share the status manually from order details.
- Tracking is available for online store orders. POS sales are shared via the digital receipt instead.
- The page follows your storefront language, and customers can switch between Arabic and English.
Related Features
- Checkout Flow: What customers do before the tracking page matters
- Managing Orders: Updating fulfillment statuses
- WhatsApp Sharing: Proactive status updates on WhatsApp
FAQs
Q: Do customers need an account to track orders? A: No. The order number plus the checkout phone number is all they need.
Q: Can a customer see someone else's order? A: No. Both the order number and the matching phone number are required, and lookups are rate-limited.
Q: What shows for pickup orders vs delivery orders? A: The timeline adapts: pickup orders show Ready for collection, delivery orders show Delivering on the way.