Getting Onward Order Tracking running takes just a few steps. This guide walks you through connecting Klaviyo, activating tracking, and verifying everything works.
Step 1: Connect Klaviyo
Order Tracking pushes events to Klaviyo, so you'll need to connect your Klaviyo account first.
In the Onward merchant dashboard, go to Account Settings > Integrations.
Find Klaviyo and click Connect.
You'll be redirected to Klaviyo's authorization page. Log in to your Klaviyo account and approve the connection.
Once approved, you'll be redirected back to Onward with a confirmation message.
Onward requests the following permissions from Klaviyo:
Read and write events (to push tracking events)
Read and write profiles (to sync delivery stats to customer profiles)
Read accounts, campaigns, flows, and metrics (to verify the integration)
Step 2: Configure Your Events
Once Klaviyo is connected, go to Order Tracking > Settings (under Track in the sidebar).
You'll see a list of 15 Klaviyo notification events — each with a toggle to enable or disable it. All events are enabled by default.
Review the list and disable any events you don't want to push to Klaviyo. For example:
If you don't want to notify customers about label creation, turn off "Onward Shipment Label Printed" and "Onward Shipment Label Purchased."
If you want to handle delivery failures manually, turn off "Onward Delivery Error."
Tip: We recommend keeping most events enabled at first. You can always disable specific events later based on how your Klaviyo flows perform.
Step 3: Go Live
When you're ready, toggle the Go Live switch at the top of the Track Settings page to activate Order Tracking.
Once live:
Onward begins monitoring all shipments for your store.
Tracking events are pushed to Klaviyo as shipments progress through each milestone.
Shipping exceptions (stalled, stuck, delivery failures) are detected and pushed to Klaviyo.
Delivery stats are synced to Klaviyo customer profiles.
Step 4: Publish the Track Page
Onward automatically creates a "Track Your Order" page on your Shopify store at your-store.com/pages/onward-track when the Onward app is installed, so it already exists by the time you set up tracking.
This page includes an embedded tracking widget where customers can look up their order status. The page is created in a hidden (unpublished) state so you can review it before making it visible to customers.
To publish the page:
In your Shopify Admin, go to Online Store > Pages.
Find the page titled "Track Your Order" (handle:
onward-track).Open the page and change its visibility from Hidden to Visible.
Save.
Once published, customers will be able to access the page directly or through any links you've added to your store navigation.
Step 5: Enable the Tracking Link in Emails
To include a "Track order" link in your Onward order confirmation emails:
Make sure the Track Page URL is set (this is typically done automatically when the track page is created).
Enable the Display Track Link setting so the tracking link appears in the email.
Once enabled, the order confirmation email will include an "Order Tracking" section with a direct link to the customer's tracking page.
Step 6: Build Your Klaviyo Flows
Now that events are flowing to Klaviyo, you can build automation flows triggered by tracking events. Here are some popular starting points:
Flow Trigger | Suggested Message |
Onward Shipment Confirmed | "Your order is on its way! Here's your tracking info." |
Onward Shipment Out for Delivery | "Heads up — your package is out for delivery today!" |
Onward Shipment Delivered | "Your order has been delivered. We hope you love it!" |
Onward Shipment Delayed | "We noticed your shipment is experiencing a delay. We're keeping an eye on it." |
Onward Delivery Error | "There was an issue delivering your package. Here's what to do next." |
Onward Shipment Stalled | "Your shipment hasn't had a tracking update in a few days. We're looking into it." |
Post-Setup Checklist
Klaviyo is connected (Account Settings > Integrations shows "Connected").
Order Tracking is live (Go Live toggle is on).
Desired events are enabled in Track Settings.
Track page exists and is published (visible) on your Shopify store (
/pages/onward-track).Tracking link is appearing in order confirmation emails.
At least one Klaviyo flow is set up using a tracking event trigger.
Test by fulfilling an order and verifying the event appears in Klaviyo.