The importance of providing a tracking number to customers

Providing a tracking number when an order has shipped is now a standard expectation for online shoppers. Customers want visibility over their order from the moment it leaves your workspace to when it arrives at their doorstep. Sharing tracking details improves the shopping experience, reduces uncertainty, and helps you resolve delivery queries quickly.

For small and early-stage e-commerce businesses, sending tracking information is also a simple, low-effort way to build trust and reduce support emails, giving you more time to focus on growth.

Table of contents:

1. What is a tracking number?

2. Why tracking information builds customer trust

3. How to communicate tracking numbers effectively

4. Tools to automate tracking notifications

1. What is a tracking number?

A tracking number is a unique code assigned to a parcel once it has been shipped. Carriers like Australia Post, Sendle, Aramex and couriers worldwide generate a tracking number so both the sender and the customer can follow the parcel’s journey.

A tracking number allows you (and your customer) to:

• See when the parcel was lodged

• Check each scan event as it moves through the network

• Know when it’s out for delivery

• Confirm successful delivery

2. Why tracking information builds customer trust

When customers can see where their parcel is, they feel more in control and more confident about buying from you again. Clear tracking also reduces the number of “Where is my order?” messages.

Benefits include:

• Transparency: customers can follow their parcel via the tracking number at every stage.

• Confidence:  visible progress reassures buyers that their order has been shipped.

• Professionalism:  providing tracking is a sign of a reliable, organised business.

• Fewer support requests: customers can self-serve by checking their tracking link.

A small effort on your side translates to a smoother experience for your customers.

3. How to communicate tracking numbers effectively

Make tracking simple and easy to access. The goal is to reduce confusion and keep communication clear.

Tips for sharing tracking numbers:

• Send tracking details as soon as the order ships. This sets clear expectations.

• Include the carrier name and direct tracking link. Customers shouldn’t have to search.

• Use consistent wording so customers always know where to look.

• If possible, add tracking to a customer's account. People often refer back to these pages.

• Remind customers to check their spam folder if they can’t locate the email.

Even if you ship with a tracking number for every parcel, clarity in communication matters just as much as generating the tracking ID itself.

4. Tools to automate tracking notifications

Manually copying and pasting tracking numbers is time-consuming and introduces opportunities for error. Automation helps keep your workflow accurate, fast and consistent.

ReadyToShip offers a simple way to streamline this step:

• Create consignments without copying and pasting order details.

• Generate tracking numbers automatically.

• Upload tracking data back into your store with one click.

Set up a trigger in your store to send a transactional email, incorporating the tracking number and link to carrier tracking. 

For growing e-commerce businesses, this automation can save hours each day and ensure customers receive timely, reliable updates.

Final thoughts

Providing clear tracking information is one of the simplest ways to improve your customer experience. It builds trust, reduces support load, and creates a more professional and reliable fulfilment process. By using tools that automate tracking updates, you can save time while keeping your customers informed every step of the way.