How Sellers Should Share Tracking With Buyers in India

"Where is my order?" is the most common message small sellers get after shipping. Most of those messages go away when the buyer gets the right tracking details at the right time, in a format they trust. This guide covers what to send, when to send it, and a ready-to-use template.

What to send the buyer

Send these four things together, in one message:

Do not send only the order ID. Courier tracking needs the AWB, not your shop's order number. If buyers ask you about the difference, point them to AWB vs order ID.

A one-tap tracking link

You can give buyers a link that opens the tracker with the number already filled in:

https://whereismyorder.org/?awb=1234567890123

Replace the number with the real AWB. The buyer taps the link, presses Track, and sees live status where the courier supports it, with no login. If live status is not available for that courier, the page says so and points to the courier's official tracker instead of guessing.

Message template (English)

Copy each line into one message:

• Hi {name}, your order #{order} has shipped with {courier}.
• Tracking number: {awb}
• Track here: https://whereismyorder.org/?awb={awb}
• Delivery usually takes {x} to {y} days. Reply here if you have any questions.

Message template (Hinglish)

Copy each line into one message:

• Hi {name}, aapka order #{order} {courier} se ship ho gaya hai.
• Tracking number: {awb}
• Yahan track karein: https://whereismyorder.org/?awb={awb}
• Delivery mein aam taur par {x} se {y} din lagte hain. Koi sawaal ho to yahin reply karein.

When to send updates

1. When the label is created. Send the template above as soon as you have the AWB.
2. If there is no movement for two days. A short "I am checking with the courier" message prevents panic.
3. After a failed delivery attempt. Tell the buyer what happens next. Our guide on failed delivery attempts explains reattempts and RTO.
4. After delivery. A thank-you message is also the best time to ask for a review.

Avoid messages that look like scams

Fake courier SMS scams are common in India, so careful buyers are suspicious of links. Make your messages easy to trust:

• Always include your shop name and the order number.
• Never ask for an OTP, card details, or a small "redelivery fee" in a tracking message.
• Do not use link shorteners like bit.ly for tracking links. A full link shows the buyer where it goes.
• If a buyer forwards you a strange message about their parcel, send them our courier SMS scam checker.

For more on how these scams work, read fake courier SMS scams in India.

Add a tracking box to your website

If you have a Shopify store, a WordPress blog, or a help page, you can add a free tracking widget so buyers can check status without leaving your site. Copy the code from our resources page. It works with an iframe or a single script tag.

Should I share the tracking link before the courier picks up the parcel?

You can, but tell the buyer that tracking may show "no information" until the courier scans the parcel at pickup. That first scan can take a day. Our guide on tracking stuck with no update explains normal wait times.

Which courier is my buyer's AWB from?

If you ship through an aggregator and are not sure which courier received the parcel, the number format usually tells you. Check it against the tracking number format database.

Related: top couriers in India · courier charges calculator · COD charges explained