Keep a customer posted on their order

An order that changes status silently produces the e-mail you did not want to receive: “where is my order?”. IDup answers it before it is asked.

What the customer gets on a status change

A push notification headed Order updated with the order number and the new status — and, once a shipment exists, the carrier and the tracking number beside it. The same change also goes out as an e-mail with the order date, the previous status, the new one, the total and a tracking link.

Both are written in the contact's own language, not the company's.

Who receives it

• If the order names the contact who placed it, that contact — and only that one.
• Otherwise every active contact of the customer. That is the case for orders placed through the portal, which do not record an individual.
• The push needs an IDup connection, because it needs a device. The e-mail does not: an order confirmation should not depend on an app.

The order history

The order's detail page shows the moves in order — Ordered with the date, then each status with the time it was reached, with the current one marked. The heading is Order history.

Adding a tracking number

1. Open the order in the workspace, next to the status selector.
2. Choose the carrier and type the tracking number.
3. Save. The customer sees Shipment tracking with Carrier, Tracking number and a Track shipment link, in the portal, in the app, in the push and in the e-mail.
4. Carriers with a known tracking address link straight through: Swiss Post, DHL, DPD, UPS, GLS and FedEx. Other carrier shows the number as plain text, because there is no address to link to.

The same can be done from the company's app.

Order again

A completed order carries an Order again button. It puts the same items back in the basket at today's prices and today's stock — and it says what it could not do rather than quietly dropping it:

• Items that no longer exist, are no longer offered or are out of stock are named: No longer available: …
• Items whose quantity had to be cut are shown with what was wanted and what is available.
• If a price has moved, that is stated — Prices have been brought up to date — with the old price alongside.
• If nothing at all is still available, the message says so instead of opening an empty basket.

Switching it off

• The customer can switch off the push category Your order updates on their own device.
• The company can switch the e-mail off for the whole installation, or set the order-status e-mail template to inactive under the e-mail templates — the ordinary way.
• Push and e-mail are independent: switching one off leaves the other running.