Tracking your orders with Shop

You can use the Shop app to track orders with a valid tracking number. After you add an order to the app, Shop uses information from the carrier to provide you with tracking updates.

When tracking an order, the delivery details page displays the following information, if available:

• A tracking map with the approximate location of your package during transit
• The store name, order status, and shipping updates
• The tracking number with a copy option
• The carrier name
• A tracking URL to the carrier site
• A delivery date estimate that's updated as your shipment progresses, labeled Predicted by Shop when it differs from the carrier's date
• A menu with more options to contact the online store and shipping carrier, share your tracker, edit or delete your order, and report incorrect tracking information

Automatic order tracking

In the Shop app, you can automatically track your orders from the following order sources:

• Gmail
• Outlook, such as hotmail.com and live.com
• The email associated with your Shop account that's used when you purchase from a store that uses Shopify features, products, or services
• Orders paid for using Shop Pay

After you connect a Gmail or Outlook account to Shop, the app automatically scans for emails with keywords such as tracking number and track your package from the last 30 days to find deliveries. When Shop finds a new tracking number, the delivery automatically populates in the Orders tab in the Shop app.

Not all orders from stores outside of the Shop network are automatically tracked, because Shop can't read some tracking emails properly. If an order doesn't populate in the Shop app automatically, then you can add it to Shop manually.

Adding orders to Shop manually

If an order doesn't automatically populate in the Shop app, or you don't want to connect an email account to Shop, then you can manually add a tracking number to Shop, or forward your order tracking emails.

Add a tracking number to Shop

1. Find the tracking information for a delivery that you want to track. You can usually find tracking information in a shipping confirmation email, or from your customer account on an online store.
2. From the Shop app, go to the tab.
3. Tap > Add order manually.
4. Optional: If you need to search a connected email for a tracking number, then tap Search email for a tracking number, select the email that you want to search, and then copy the tracking number.
5. Fill in the Tracking number, Package name, and Carrier fields.
6. Tap Add order to start tracking the delivery.

Forward your order tracking emails to Shop

You can add an order to Shop to track manually by forwarding an email that's in English and includes a tracking number. If you set up automatic email forwarding through your email service provider, then make sure to use your unique Shop forwarding email address as the recipient.

Steps:

1. From the Shop app, go to the tab.

2. Tap > Add order manually.

3. In the Forward shipping emails section, tap Open Email app, and then select an email app such as Gmail or Outlook to continue.

4. From your email inbox, find your shipping confirmation email containing a tracking number.

5. Forward the email to your unique Shop forwarding email address by pasting it from your clipboard.

If you forward an email containing a tracking number that you're already tracking in Shop, then it won't be added. If your delivery isn't displayed in the Shop app after you forward an email, then it could be because the Shop app had issues tracking it. You can add the tracking number to Shop manually instead.

Track in-store pickup orders

After you place an order for in-store pickup, you can track its status in the Orders tab of the Shop app. The order tracking page provides specific information about when your order will be ready and where to pick it up.

Steps:

1. From the Shop app, go to the tab.

2. Tap your order to view the order tracking page, which displays the following information:

   • Pickup status
   • Store details
   • A scannable QR code to present to store staff at the pickup location
   • Pickup instructions

3. When you receive the notification that your order is ready, visit the store location and present the QR code from your order tracking page.

After you pick up your order, the order status updates to Picked up.

Edit your order tracking information

After an order is displayed in Shop with its tracking details, you can edit the package name, tracking number, and carrier. After an order is delivered, you can only change the package name.

Steps:

1. From the Shop app, go to the tab.

2. Tap the order that you want to edit.

3. Complete one of the following actions:

• For orders that were automatically added through Shop stores, tap the tracking number, and then tap .
• For orders that were imported through Gmail or Outlook, forwarded, or added manually, tap .

4. Tap Edit package.
5. Update your order details, and then tap Update package.

Mark an order as delivered

If you've received an order but the carrier didn't mark your order as delivered, then you can mark it as delivered in the Shop app. After you mark an order as delivered, you no longer receive updates for that order. You can also archive or delete the order from Shop.

Steps:

1. From the Shop app, go to the tab.

2. Swipe left on the order that you want to mark as delivered.

3. Tap Mark as delivered.

Unmark an order as delivered

You can unmark an order as delivered to continue tracking it.

Steps:

1. From the Shop app, go to the tab.

2. Swipe left on the order that you want to unmark as delivered.

3. Tap Unmark as delivered.