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This article is for Shopify-based marketplace owners, operations managers, eCommerce consultants, and anyone managing multivendor logistics.
If you’re running a multivendor marketplace, chances are your support inbox is flooded with “Where is my order?” (WISMO) queries. These queries not only eat up your customer support bandwidth but also create frustration for your buyers and vendors alike.
WISMO issues are amplified in multivendor marketplaces where a single order may involve multiple sellers, each with different shipping partners, estimated delivery date, and processes. Without a consolidated, branded tracking experience, customers are often redirected to generic courier pages, or worse, left with no tracking at all—resulting in confusion, anxiety, and a surge in support requests.
The consequences are significant:
The solution? A branded order tracking page that consolidates shipment tracking from multiple vendors into one unified, branded experience—reducing WISMO queries while elevating trust in your marketplace.
Branded order tracking refers to a customized tracking page hosted on your marketplace’s domain. Instead of redirecting customers to external courier pages like Blue Dart, Delhivery, or FedEx, a branded tracking page displays all shipment updates within your ecosystem—with your logo, colors, messaging, and even recommendations or offers.
Definition (Shopify Help Center):
“A branded order tracking page is a web page hosted by the store that lets customers track the status of their shipment with personalized branding, order details, and shipping updates.”
In a multivendor context, this becomes even more important for better customer experience. A customer may place one order that gets fulfilled by three different vendors. Each vendor uses a different courier. Without centralized tracking, the customer ends up managing three separate tracking links, likely all formatted differently and updated inconsistently.
Let’s take example of Bazaa, a sustainable marketplace powered by Shipturtle, where customers buy vivid home decor products—all fulfilled by different vendors. With Shipturtle’s branded order tracking feature, all tracking info—irrespective of vendor—is presented on one unified, professional page, giving the buyer complete clarity and peace of mind.
Providing a branded tracking page isn’t just a “nice-to-have”—it’s a core component of brand experience. Here’s how it helps your end customers:
Branded tracking doesn’t just help customers—it creates a more efficient and professional environment for your vendors, too. Here's how:
Consider: A customer shopping on Bears Club buys baby care items from two vendors. They receive a single, branded tracking page with each product’s shipping status. Meanwhile, the page recommends a baby carrier jersey—turning a functional page into a shopping assistant.
Consider: On myBageecha, a vendor selling gardening supplies usually receives 5–6 WISMO emails per day. After implementing branded tracking via Shipturtle, that number drops to 1–2. The vendor also receives fewer returns, as customers are now more patient and informed about delivery timelines.
“Most marketplaces focus all their energy on sales and ignore what happens after checkout. But in reality, post-purchase is where your brand’s trust is truly tested.”
— Saumitra Kabra, Marketplace Founder
Here’s how branded tracking transforms post-purchase experience compared to standard carrier tracking.
Here are standout examples of marketplaces that either already use branded tracking—or are perfect candidates to benefit from it. These platforms bring together multiple vendors and diverse products, making centralized post-purchase tracking essential:
Shopify allows you to control the storefront experience, but its default setup isn’t built for multivendor workflows—especially when it comes to post-purchase tracking. With Shipturtle, you can embed a branded order tracking page directly into your Shopify store that supports multi-vendor shipments and even return requests (if the return add-on is activated).
Here’s how you can set it up in just a few steps:
You can further tailor the look and feel of your tracking page to match your brand identity:
If the return order add-on is activated in Shipturtle, customers can also initiate return requests directly from this page—making it not just a tracking tool, but a complete post-purchase hub.
1. Automated Order Notifications: Set up automated emails and SMS at key touchpoints — order confirmation, dispatch, out for delivery, delivered.
2. Centralized Order Dashboard for Buyers: Offer a unified view of all orders (even split orders) on the customer account page.
3. Vendor SLA Agreements: Set clear dispatch and response timelines with vendors via SLAs (Service Level Agreements).
4. Live Chat or AI Chatbot for Order Updates: Use a chatbot integrated with your order database to instantly respond to WISMO-type queries.
5. Dedicated Order Help Section (FAQ + Support Form): Create a section addressing common order-related concerns with embedded forms for escalation.
6. Vendor-Facing Dashboard for Timely Updates: Ensure your vendors have tools to update fulfillment and shipping info quickly (like Shipturtle offers).
7. Push Notifications in Mobile App: If your marketplace has a mobile app, push delivery updates to the customer directly.
8. Estimated Delivery Time Displayed at Checkout: Show clear estimated delivery ranges (vendor-wise if needed) during checkout.
71%
Shoppers say that being able to track their order in real time is one of their top expectations in online shopping.
Yet, 62% of multivendor marketplaces still redirect buyers to third-party courier websites, losing control over the post-purchase experience.
By implementing branded order tracking, you not only meet modern customer expectations—you turn the post-purchase phase into a powerful retention and branding opportunity.
Shipturtle goes beyond just order tracking—it’s designed to elevate your entire post-purchase journey. Here’s how:
For End Customers:
For Vendors:
Shipturtle helps you bridge the gap between checkout and delivery experience — making every stakeholder in your marketplace ecosystem feel supported, informed, and confident.
If you’re running a Shopify-based marketplace, Shipturtle makes it incredibly easy to implement branded tracking pages that work for your brand, your vendors, and—most importantly—your customers.
Book your demo today to understand more such use cases.
WISMO stands for “Where Is My Order?” — a common post-purchase customer inquiry. In multivendor marketplaces, orders may be split across multiple sellers, creating fragmented tracking. Without a centralized, branded tracking experience, customers often feel lost, leading to high support load and reduced satisfaction.
Branded tracking consolidates all vendor shipments into a single, professional interface that updates in real-time. This eliminates the need for customers to contact support, significantly reducing WISMO-related queries — which often account for 30–50% of all support tickets.
Yes — branded tracking offers a seamless, on-brand experience that keeps customers within your marketplace ecosystem. Unlike generic courier links, it can show vendor-specific timelines, promote other products, and reinforce trust, all while delivering the same real-time tracking updates.
Absolutely. Platforms like Shipturtle integrate with multiple vendors and couriers, pulling tracking data into one unified view. This ensures that even split shipments from different sellers and logistics providers appear in one consolidated tracking page for the buyer.
Get advanced functionalities like C2C, reverse bidding, booking & scheduling options along with advanced shipping, configurable vendor management, payment features, and more. Install Shipturtle today from the Shopify App Store and enjoy a free trial to experience its benefits firsthand.
Want to learn more about how Shipturtle can benefit your business? Book a personalized demo with our sales team.
Experience the power of Shipturtle for free. Start your trial today and discover how it can transform your Shopify multivendor store!
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Manav Gupta is a Content Consultant at Shipturtle, where he focuses on simplifying marketplace concepts and creating actionable content for e-commerce founders, operators, and product teams. Outside of Shipturtle, Manav is also involved in building AI-led business tools.
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