Order Tracking SOP

SOP-DEL-002 | Order Tracking Process

Department: Customer Support – Delivery & Tracking

Document Type: Internal Standard Operating Procedure (SOP)

Version: 1.0

Effective Date: 01/07/2026

Review Date: 27/06/2026

Document Owner: Customer Support Manager

Classification: Internal Use Only

1. Purpose

This SOP provides a standardized process for handling customer enquiries related to order tracking. It ensures that Customer Support Executives provide accurate shipment information, verify tracking details across all systems, and resolve tracking-related issues within the defined Service Level Agreement (SLA).

2. Scope

This SOP applies to all Customer Support Executives, Team Leaders, and Operations Team members responsible for handling order tracking enquiries received through Email, Freshdesk, WhatsApp, Phone, Live Chat, or Social Media.

3. Customer Query

Primary Customer Query

"Where is my order?"

Common Customer Questions

Customers may contact support for any of the following reasons:

• Where is my order?
• How can I track my shipment?
• My tracking link is not working.
• Tracking has not been updated.
• My shipment is delayed.
• The courier has not contacted me.
• My package is stuck in transit.
• My order has not been dispatched.
• My order is showing "Out for Delivery" for a long time.
• The expected delivery date has passed.

4. Objective

The Customer Support Executive must:

• Verify the latest shipment status.
• Identify the reason for any delay or tracking issue.
• Provide accurate updates to the customer.
• Raise an escalation when required.
• Record all actions in Freshdesk.

5. Systems to Check

Verify the shipment using:

• Shopify Admin
• Courier Aggregator (GoSwift / Shipfast , other )
• Courier Partner Tracking Portal
• Freshdesk
• Internal Logistics Dashboard (if applicable)
  
  

6. Standard Operating Procedure

Step 1 – Verify Customer Details

Confirm:

• Order ID
• Customer Name
• Registered Mobile Number
• Registered Email Address

Step 2 – Verify Order Status in Shopify

Check:

• Payment Status
• Fulfilment Status
• Order Creation Date
• Shipment Status
• AWB Number
• Courier Partner

Step 3 – Verify Tracking Details

Review:

• Latest shipment scan
• Current shipment location
• Expected Delivery Date (EDD)
• Courier remarks
• Delivery attempt status (if any)
  
  

Step 4 – Identify the Shipment Status

A. Order Confirmed

Inform the customer that the order has been successfully placed and is awaiting processing.

B. Order Processing

Inform the customer that the order is currently being prepared for dispatch.

C. Order Dispatched

Share:

• AWB Number
• Courier Partner
• Tracking Link
• Expected Delivery Timeline
  
  

D. Shipment In Transit

Inform the customer that the shipment is moving through the courier network and provide the latest tracking update.

E. Out for Delivery

Advise the customer that the shipment is scheduled for delivery today and request them to keep their phone available.

F. Delivered

Confirm the delivery date and time. If the customer claims non-receipt, follow the "Delivered but Not Received" SOP.

G. Delayed Shipment

Identify the delay reason

Possible reasons include:

Inform the customer accordingly and provide the revised expected timeline, if available.

7. Customer Communication Guidelines

Always:

• Use clear and professional language.
• Provide the latest verified tracking information.
• Avoid promising delivery dates unless confirmed by the courier.
• Inform the customer if an investigation or escalation has been initiated.
  
  

8. Escalation Criteria

Escalate the shipment if:

• No tracking update for more than 48 hours.
• Shipment is stuck at the same location beyond SLA.
• Expected Delivery Date has passed.
• Tracking information is incorrect.
• Shipment is lost or misplaced.
• Courier reports an operational exception.

Raise a ticket with the courier partner and notify the Operations Team.

9.                                              Service Level Agreement (SLA)

10. Executive Checklist

Before closing the ticket, confirm:

☐ Customer identity verified.

☐ Order status verified in Shopify.

☐ Tracking verified on the courier portal.

☐ Latest shipment update shared with the customer.

☐ Escalation raised (if required).

☐ Freshdesk notes updated.

☐ Customer informed of the next steps.

11. Escalation Matrix

 12. Related SOPs

• SOP-DEL-001 – Order Cancellation
• SOP-DEL-003 – Delivery Delay
• SOP-DEL-004 – NDR (Non-Delivery Report)
• SOP-DEL-005 – Delivered but Not Received
• SOP-DEL-006 – Lost Shipment
• SOP-REF-001 – Refund Processing
  
  

13. Revision History