"Where's my order?" — it's the most common question any e-commerce support team hears. Onward Order Tracking helps you stay ahead of that question by monitoring every shipment in real time and automatically keeping your customers informed through Klaviyo-powered email and SMS flows.
How It Works
Onward tracks every shipment from the moment a label is created to the moment it's delivered. Here's the flow:
A customer places an order on your Shopify store and you fulfill it.
Onward monitors the shipment using carrier data, tracking each milestone — label printed, carrier pickup, in transit, out for delivery, delivered, and more.
Events are pushed to Klaviyo in real time, so you can trigger automated emails or SMS messages at every key moment.
If something goes wrong — a shipment stalls, gets stuck, or a delivery fails — Onward detects the issue and pushes an exception event to Klaviyo so you can proactively reach out to the customer.
All of this happens automatically. No manual monitoring required.
Key Benefits
Reduce "Where's My Order?" Tickets
When customers receive proactive updates at every shipping milestone, they don't need to contact your support team. Automated tracking notifications can dramatically reduce your support volume.
Proactive Exception Handling
Instead of waiting for a frustrated customer to reach out about a late package, Onward detects shipping problems early and alerts you (and your customers) automatically. You can set up Klaviyo flows to send a "We're looking into it" message before the customer even notices the issue.
Build Powerful Klaviyo Automations
Onward pushes 15 distinct tracking events to Klaviyo, giving you granular control over your shipping communication. Build flows for:
Shipment confirmed — "Your order is on its way!"
Out for delivery — "Your package arrives today!"
Delivered — "Your order has been delivered. Enjoy!"
Shipment delayed — "We noticed a delay with your shipment. Here's what we know."
Delivery failed — "There was an issue delivering your package. Here's how to help."
Customer-Facing Track Page
Onward creates a "Track Your Order" page right on your Shopify store. Customers can look up their order and see real-time tracking information — no need to search for a carrier tracking number or visit an external tracking site.
Enrich Klaviyo Customer Profiles
Beyond events, Onward syncs delivery data directly to Klaviyo customer profiles — like how many orders have been delivered and when the last delivery happened. Use this data for smarter segmentation and targeting.
What Gets Tracked
Onward monitors 13 shipment statuses across the full delivery lifecycle:
Status | What It Means |
Label Printed | A shipping label has been created. |
Label Purchased | A shipping label has been purchased. |
Confirmed | The shipment has been confirmed by the carrier. |
Carrier Picked Up | The carrier has picked up the package. |
In Transit | The package is on its way. |
Out for Delivery | The package is out for delivery today. |
Delivered | The package has been delivered. |
Available for Pickup | The package is at a pickup location waiting for the customer. |
Picked Up | The customer has picked up the package. |
Delayed | The carrier has reported a delay. |
Attempted Delivery | The carrier tried to deliver but couldn't complete it. |
Delivery Error | A delivery failure was reported by the carrier. |
Returning to Sender | The package is on its way back to the sender. |
On top of these, Onward detects 4 shipping exceptions — situations where something may have gone wrong even though the carrier hasn't reported an explicit error:
Fulfillment Stalled — A label was created but the carrier hasn't picked it up.
Shipment Stalled — No tracking updates for several business days.
Shipment Stuck — No tracking updates for an extended period (likely stuck in transit).
Attempted Delivery — The carrier tried to deliver but was unsuccessful.
How It Integrates
Shopify
Onward syncs fulfillment data directly from your Shopify store. When you fulfill an order and add a tracking number, Onward picks it up automatically.
Klaviyo
Onward connects to your Klaviyo account via OAuth. Once connected, tracking events are pushed directly to Klaviyo where you can use them to trigger flows, build segments, and enrich customer profiles.
Ship24 & 17Track
Behind the scenes, Onward enriches tracking data through multi-carrier tracking services — primarily Ship24, with 17Track as an additional source for carriers Ship24 doesn't cover. These pull in detailed carrier events, estimated delivery dates, and location data that go beyond what Shopify provides natively.