Simplest: link to your courier
Add a page with your courier's tracking link (for example Australia Post, Sendle, StarTrack or NZ Post) and a short note on delivery times. Put it in your main menu and footer.
Shopify order tracking: how to set it up so customers stop asking
Shopify order tracking works when you add a tracking number while fulfilling an order: Shopify then emails the customer a shipping confirmation with the tracking link and shows live status on the order status page. To cut 'where is my order?' messages, make sure every order gets a tracking number, turn on the shipping update notifications, and add a 'Track my order' link to your store. Here is the setup, step by step.
Updated 8 October 2026
Shopping, not selling? How to track a Shopify order
Shopify runs the online store, but it does not ship orders: the store you bought from does. Look for the shipping confirmation email from that store and tap the tracking link or 'View your order'. You can also track many orders in the Shop app. If there is no tracking yet, contact the store directly.
How to add a tracking number to a Shopify order
- In Shopify admin, go to Orders and open the order.
- Click Fulfil items (or Mark as fulfilled).
- Enter the tracking number. Shopify detects many carriers automatically; if not, choose the carrier from the list or add the tracking URL.
- Tick 'Send shipping details to your customer now' so they get the shipping confirmation email.
- Click Fulfil items. If you buy labels through Shopify Shipping or a shipping app, the tracking number is added for you.
The Shopify order status page
Every order has an order status page. Customers reach it from the order confirmation and shipping emails ('View your order'), and from their customer account if you use customer accounts. Once a tracking number is added, it shows the carrier, the tracking number and the latest status.
You can change what the page says in Settings, then Checkout, using the checkout editor. Add your delivery times by region and a line telling people what to do if tracking has not moved.
Turn on shipping notifications
- Go to Settings, then Notifications, then Customer notifications.
- Check the Shipping confirmation email includes the tracking link and your delivery times.
- Turn on Shipping update, Out for delivery and Delivered where they are available for your carriers.
- Send yourself a test order to see exactly what customers get.
Add a 'Track my order' page
Branded: a tracking app
Order tracking apps from the Shopify App Store add a branded tracking page where customers enter an order number or email. Many also send delivery updates and show your products while people wait.
Customer accounts
If you use Shopify customer accounts, customers can sign in and see every order and its status without contacting you.
In your auto replies
Put the tracking link in your Instagram and Messenger auto replies and your FAQ, so the question is answered before it is asked.
When tracking does not answer the question
- No scans for days after the label was made: check with the courier, then tell the customer what you are doing.
- Marked delivered but not received: ask them to check with neighbours and their safe place, then lodge a claim with the courier and offer a fix.
- Stuck in transit during a sale or public holiday: send affected customers a short heads-up email.
- Wrong address: contact the courier quickly; many can redirect a parcel before it is delivered.
How Paperflower helps
Even with great tracking, some customers will ask by email, DM or a comment under your ad. Paperflower connects to Shopify, finds the customer's order and drafts a reply with the real status and tracking link, so you check it and press Send. Public comments get a short friendly reply with no order details, which you paste and post yourself. Read more about WISMO or see how Shopify order details work.
How Paperflower is different
Comments are a sales channel, not a chore
Most tools treat comments as noise. Paperflower reads every one, spots buying questions like “do you ship to NZ?” and makes sure they get answered before the customer moves on.
Buying Intent and Opportunity Score
Every conversation gets a score so the people ready to buy come first. You see who to reply to now, and who can wait.
Shopify context in every draft
Order status, shipping and product details are pulled in automatically, so drafts are right the first time and private order details never go out in public.
You stay in control
AI drafts are on and auto-send is off by default. Complaints are escalated to you. Refunds and cancellations always need a human.
Simple pricing
Paperflower starts free with 100 customer interactions a month, no card needed: every message in one list, and you write the replies. AI sorting, reply drafts and spam hiding come with Standard, which is A$47 a month for 3,000 customer interactions, with a 7-day free trial. Human replies are always free. See all plans.
Built for AU and NZ brands
Local time zones, local shipping questions, and support from people who know the market.
Frequently asked questions
Yes. When a tracking number is added to an order, Shopify sends the customer a shipping confirmation with the tracking link and shows the status on the order status page. A branded tracking page needs a tracking app or a page linking to your courier.
Open the order, click Fulfil items, enter the tracking number and carrier, tick 'Send shipping details to your customer now' and click Fulfil items. Labels bought through Shopify Shipping add tracking automatically.
It is linked from the order confirmation and shipping emails as 'View your order', and from the customer's account if you use customer accounts. You can edit it in Settings, then Checkout.
Use the tracking link in the store's shipping email, or the Shop app. Shopify does not ship orders itself, so contact the store if there is no tracking.
Not unless you turn that on. By default it drafts a reply and you approve it. You can switch on auto-send for simple, safe questions once you trust the drafts.
Instagram, Facebook and TikTok comments and DMs, support email through Gmail or Google Workspace, and Shopify for order details.
Yes. The Free plan is the basics: 100 customer interactions a month in one list, no card needed, and you write each reply. Standard adds AI sorting, reply drafts and spam hiding, and comes with a 7-day free trial. You can cancel any time. Compare plans.
Start Paperflower free
Connect Instagram, Facebook, email and Shopify in a few minutes. On Standard, AI sorts every message and drafts every reply, you stay in control, and nothing is sent without your say-so unless you switch that on. Free puts every message in one list for you to answer.