Advanced Branded Tracking: Own the Post-Purchase Experience

Most retailers polish everything up to checkout. Then the order ships, and the customer lands on a generic carrier page to get an update on their parcels ETA. The brand disappears at the exact moment confidence matters most.

Advanced Branded Tracking closes that gap. It is a new capability in MachShip eCommerce, part of our focus on the post-purchase experience and how retaining the customer is as important as wining the sale in the first place.

It turns tracking into a branded communication channel you control.

Why the post-purchase experience matters

Tracking is the most-opened page in the fulfilment journey. Customers check it again and again, yet most retailers hand that attention and experience over to a carrier.

This comes at a cost and the cost is real. WISMO (“where is my order”) enquiries can be a third or more of inbound support. These are calls being received by a Merchant’s Customer Support Centre that would otherwise be relatively simple to answer and even easier for customers to self-serve. The fallout is 73% of customers will switch brands after one bad post purchase experience.

MachShip Advanced Branded Tracking Page empowers brands to not just meet the basic requirement of delivery status updates but also now enrich this powerful communication point. The page contains branded content and product imagery and links.

What Advanced Branded Tracking does

It replaces a carrier’s plain page or MachShip’s standard tracking page with a richer, merchant-branded experience.

You configure it, customise it, publish it, and update it yourself around your unique branding tone, message and positioning in the market.

Online brands can now extend their carefully curated styling and messaging to every customer touchpoint - especially where it matters most and yield the most impact.

Core capabilities:

• Full branding: your logo, colours, hero image and video content. Keep your brand current and in front of your customer.
• Live delivery map, tracing the parcel from dispatch to door on vectored map showing the distance travelled and journey remaining.
• Tracking updates: Delivery stage status, timestamps and an updated estimated delivery date/time.
• Package, consignment and carrier details all in one place
• Opt-in proactive SMS and email updates that will inform the customer as the order moves from one status to the next.
• Product images and links back to your website page to promote offers.
• Content, video and community links back to your brand
• Experience ratings and reviews, captured against each order
• Self-serve build and publish in minutes

The Branded Tracking Page and the Order Page

Advanced Branded Tracking covers two surfaces:

The tracking page is sent to your customer after purchase, via a link tied to the consignment. It carries your branding and the live journey of the parcel.

The order page is a fully configurable, branded page you embed on your own site. Customers look up an order and get status updates without leaving your domain.

Both sit on top of MachShip’s freight orchestration layer.

The same platform that rates, books and moves the freight across your carrier mix, now also powers these pages. So, the tracking your customer sees reflects real carrier data. Branding and orchestration are now one system, not two tools stitched together.

Consent and unsubscribe, built in

Marketing on the tracking page is governed by your consent flag. It is designed to help keep you compliant and operating within the strict guidelines of the law and regulations.

• Marketing content will only appear when you pass an express marketing consent flag on the consignment. No flag, or if consent is withdrawn means only tracking information is sent to your customers.
• Only where customers have opted in, is marketing content such as Product Recommendations.
• This page will also include a functional unsubscribe feature. Should customer choose to opt-out within the page, all future correspondences will remove marketing content.

Three wins from one page

• Less WISMO: More customer self-service and less in-bound calling, so support load drops
• On-brand throughout: Customer trust and brand confidence holds at the most fragile moment.
• A new revenue channel: Engage your customer directly and drive the next order from customers you’ve already won over. It’s better to build on existing customers than spending money replacing churn looking for new ones.

Getting started

Advanced Branded Tracking is available now as an add-on for MachShip.

Org Owners turn it on under Settings, then Explore Add-ons. Most teams self-serve the setup.

The post-purchase experience is no longer an afterthought. With Advanced Branded Tracking, it is finally yours to own.

FAQs

What is Advanced Branded Tracking?

A branded post-purchase experience management platform in MachShip. It replaces the generic carrier delivery update page or the MachShip standard tracking page.

How is it different from carrier tracking?

It keeps customers on your brand, not the carrier's.

Tracking page vs order page?

The tracking page is sent after purchase, via a link on the consignment. The order page is a link on your site for customers to look up an order, so, to the customer, they only see your brand and content.

Does it reduce WISMO?

That's the aim. Customers self-serve status and opt in to SMS and email updates, so there's less reasons to call you or wait for an answer on an ETA.

Can I add product recomendations to it?

Yes. Adding product images with links back to your shoppable website pages is easily configurable and customisable.

How does consent work?

Marketing content only appears when the Merchant passes an express consent flag. No flag means tracking only, with a working unsubscribe where marketing does appear on the first notification to the customer. This is the law and Anti-Spam regulatory guidelines.

Do I need developers?

No! Most teams self-serve set up is customisable. Modification and updates to the page are unlimited and can be done in minutes. Any changes go live instantly when the page is published.

How do I turn it on?

Its a paid add-on. Enable it under Settings, then Explore Add-ons.