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Orders & delivery

Track an order's delivery

Follow a booked order's courier status from the order page, and how customers track it on your store.

Updated 2 min read3 steps

Once an order is booked with a courier, you can follow its delivery from the order page. Your customers can follow it too, on your store's tracking page.

Before you start

  • You need View orders. Refreshing the status or cancelling a booking needs Change order status.
  • The order must be booked with a connected courier. Booking happens when you move the order to Shipped.

Steps

3 steps · ~2 min

  1. Step 1

    Go to Operations → Orders and open the order.

  2. Step 2

    In the shipment panel, find the courier name, its current status and the Tracking number. Use the copy button to copy the tracking number.

  3. Step 3

    Click Refresh to fetch the latest status from the courier. StoreLine also refreshes it once each time you open an order that is still on its way.
    Screenshotorder-detail-courier-booked

How the status updates

  • If you pasted the Status webhook URL into your courier's panel, the courier sends every update to StoreLine. The order then moves to shipped, delivered or returned on its own.
  • Without the webhook, the status only changes when you click Refresh or open the order.
  • A cancelled or lost order is never changed by a courier update.

How your customer tracks the order

Your store has a Track your order page at your-store/track. The customer enters their order number and clicks Track order. The page shows the order's status, its progress with dates, the courier and the tracking number. No name, address or items are shown. For Steadfast and RedX there is also a button that opens the courier's own tracking page.

Customers can reach this page from the thank-you page after checkout, and from Track order in your store's mobile menu. When an order moves to Shipped, the customer also gets a "shipped" email, which includes the courier and tracking number once the parcel is booked (if they gave an email address).

Screenshotstorefront-track-result

FAQ

Click Refresh on the order. If it still doesn't change, check that the webhook URL is saved in your courier's panel.

Click Cancel booking on the order. This works for Paperfly, eCourier and Carrybee. For Steadfast, Pathao and RedX, cancel it in the courier's own panel. If the courier refuses (for example, the parcel was already picked up), nothing is removed and you'll see their reason. After a cancelled booking the order stays Shipped and shows a Missing courier banner. Fix the details, then click Retry booking in that banner to book it again (this needs Edit orders).

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