How To Improve the Package Tracking Experience (Tips + Gifs)

December 21, 2023

by Jaidyn Farar

With so much information at their fingertips, today’s consumers are used to getting quick answers to their questions. So when they wonder, “Where’s my package right now, and when will it get to me?” they expect instant gratification.

Seventy-nine percent of consumers feel a sense of ownership of an item before it’s even delivered to them. Ninety-one percent actively track packages, 39% check tracking updates once a day, and 19% check multiple times a day.

The four tips in this article will help you offer a user-friendly package tracking experience.

1. Provide an accurate delivery date and time

Package tracking is a great way to monitor a delivery’s progress. But even before an order leaves the distribution center, customers should know when to expect it. On your website, make sure to provide accurate delivery date and time estimates.

Though many consumers like two-day shipping, the length of delivery time doesn’t matter as much as sticking to your word. If you promise a certain delivery time, but the package hasn’t arrived by the deadline, people won’t be happy.

A recent survey confirms that people have become much less patient with late deliveries. Fifty-four percent of consumers in 2023 expected packages to arrive within 1-2 days of the estimated delivery date, compared to 24.9% in 2022.

2. Send updates in real time

Let’s look at the type of experience you don’t want your customers to have:

Someone places an order and checks their estimated delivery date and time. Everything’s going smoothly so far! Then, radio silence. As the delivery date draws nearer, they wonder if their package has shipped yet. Will it arrive on time?

Don’t leave people stuck in delivery limbo. Whatever shipping solution you use, make sure it comes with real-time package tracking. Customers should be able to see their package’s progress as it passes from hub to hub. When you provide real-time updates, you don’t just provide peace of mind. You also give customers a chance to be home to receive their packages, reducing the likelihood of theft.

To personalize the package tracking experience, allow customers to choose how they’d like to receive their updates. While some will want emails, others might prefer SMS. If you offer both options, you’ll keep everyone happy.

3. Enable proof of delivery

Package visibility doesn’t just matter while an item is en route. Enabling proof of delivery or signature proof of delivery will benefit your business, helping you dispute fraudulent chargebacks.

Proof of delivery is evidence an order has been delivered. When a delivery driver drops off a package, they snap a photo to show they’ve brought it to the right place. Then, a message is sent to the recipient and business with the photo and delivery date.

Signature proof of delivery means the carrier must collect a signature before handing the package off. When you offer signature proof of delivery, you help ensure that high-value items like jewelry, prescriptions, or electronics don’t accidentally end up in the wrong hands.

Proof of delivery also helps protect your business. Sometimes, a customer will falsely claim their product hasn’t been delivered, filing a chargeback with the bank to get their money back. If you have proof of delivery, you can prove the package was delivered, and the bank will reverse the chargeback.

4. Offer multi-channel visibility

Customers have different preferences when it comes to tracking their packages, and a multi-channel approach lets them choose the method that suits them best. In addition to offering real-time updates via email and/or text, consider adding a tracking portal to your website and mobile app. These convenient self-service options help customers check the status of their shipments at any time. In addition to empowering customers, this reduces the volume of inquiries to customer service.

Speaking of customer service—although it’s preferable to automate package visibility as much as possible, you should also make sure your customer service team is prepared to address questions or concerns. If someone runs into difficulties with online tracking, your team can offer help, suggestions, and insights.

Track packages with all-in-one shipping software

While some businesses use standalone package tracking software, it’s more efficient to use all-in-one shipping software that includes package tracking. The EasyPost Tracking API (which comes free with the Shipping API) makes it simple to provide real-time shipping updates to your customers. And with custom tracking pages, you can create a customer experience aligned with your brand.