TL;DR: The workflow tracks every shipment with the courier and proactively tells the customer about each change. “Where's my order” tickets fall sharply, and customers stay calm because they're kept informed.
Why “where's my package” drowns support
In most online stores the bulk of tickets aren't complaints — they're nerves about not knowing. The customer can't see where the parcel is, so they write in. Each of those messages means someone opens the tracking page, checks the status, and replies. Multiply that by hundreds of shipments and support is doing work that shouldn't need to exist.
How automation removes the uncertainty
- Tracking in the background. The system pulls each shipment's status from the courier automatically.
- Proactive updates. The customer gets a message on every meaningful change: shipped, out for delivery, delivered.
- Stuck-parcel detection. A shipment that stalls too long is flagged before the customer complains.
- One view. The team sees every shipment and its status in a single place.
Measurable results
- Shipment-status tickets down by as much as 70%
- Problem parcels caught earlier, before they escalate
- Lighter support load with no drop in service quality
Common questions
Does it work with more than one courier?
Yes. It can connect to several couriers at once and merge their statuses into one notification stream.
How do customers get the updates?
You choose the channel — email, SMS, or in-app — depending on where your customers are most active.