What customers see

Customers don't need an app. They hear from your store when the rider sets off, and can follow the delivery on a web page.

The "out for delivery" message

When the rider leaves with the order (Picked up & leaving or Start delivery), the customer is sent:

• that the order is out for delivery, and roughly when it should arrive ("by 6:30 pm", "between 4 pm and 6 pm", or "today");
• on a cash order, the amount to keep ready;
• the 4-digit delivery code, when the order needs one, with the advice to share it only once the order is in their hands, and never on a call;
• the tracking link, when Send a tracking link is on.

It goes to the order's own contact, through the channels your store has set up: SMS (your store's SMS channel), WhatsApp (only with an approved template for this message), email, and a notification in your store's shopping app when the customer uses it. The delivery code is never sent to a rider or staff channel.

If you Resend OTP, the customer gets the new code the same way and the old one stops working. If a delivery fails, the customer is told you couldn't deliver today and that you will contact them to arrange another attempt.

The tracking page

The tracking link opens a page on your store's own domain (/track/d/…) showing:

• the progress: Preparing for dispatch, Rider assigned, Picked up from the store, Out for delivery, Delivered;
• the rider's first name and vehicle ("Ravi is delivering your order by scooter"), never their phone number;
• the expected time;
• a button to call your store.

It refreshes every few seconds while the order is on the way. It does not show a map or the rider's position. If the delivery fails, is returned or is cancelled, the page says so.

The link stops working a day after delivery ("This tracking link has expired or is not valid"); the order stays in the customer's account.

On the order page

A signed-in customer sees a Delivery card on the order in their account, with the same progress, rider and time, the Open tracking page link, and their delivery code while the order is out for delivery. The guest order-tracking page shows the card without the code. In your store's shopping app, the order screen shows the delivery and the code too.

Ratings

To ask customers how their delivery went, use Delivery Feedback.