FAQ

Branded Tracking Page FAQs

Q: Can I change the URL for my Branded Tracking Page?

Yes! You can setup a CNAME for the tracking page.

Ex: https://tracking.yourwebsite.com/track/1Z2EF3456789123456

Available in Grow and Enterprise Plan

Q: Can we set products as non-returnable?

Yes! You can simply set all products with a specific SKU or Attribute = finale sale as non-returnable.

Q: Do I have analytics that shows how many customers view the Branded Tracking Page and what is the revenue generated?

Yes! You can simply track all this data in WeSupply as well as in Google Analytics. All URLs are tagged with UTM parameters.

Q: Can I add custom CSS to my Branded Tracking Page?

Yes! You can simply overwrite any CSS class.

Q: Can I customize the Branded Tracking Page?

Yes! You can simply change up colors, fonts, featured images to match your brand needs.

Q: How long does it take to integrate the Branded Tracking Page?

For Magento 2 and Shopify is as simple as installing our Extension and everything works out of the box.

For any other solution, all it takes is to change the tracking URL to:

https://tracking.yourwebsite.com/track/[tracking number]

Q: What platforms are supported by WeSupply for the Branded Tracking Page?

The Branded Tracking Page is platform-agnostic and it can be integrated into any platform, email, or SMS.

Q: Can I display all the products associated with the shipment on the Branded Tracking Page?

Yes! Checkout this example:

https://demo.wesupplylabs.com/index.php/wesupply/track/shipment/92055901755477000339939130?orderID=mage_250

Available in Grow and Enterprise Plan

Q: Can I integrate the Branded Tracking Page into my store?

For Magento 2 the page is integrated directly into your website, checkout an example right here:

https://demo.wesupplylabs.com/index.php/wesupply/track/shipment/1ZY45F73YW97826232

Another example would be Whole sellers can have extended return policy (90 days).

Q: Do you support split-shipments?

Yes! WeSupply is built so the customer can track all the shipments from an order in 1 simple view. This way the customer can see when each product arrives and what each shipment contains.

Post Purchase Notifications FAQs

Q: What’s the average Open Rate and CTR?

For SMS the Open Rate is basically 99.99%

The CTR for SMS is around 75%

For Emails the Open Rate is around 66%

The CTR for Emails is around 23%

The above numbers are calculated as an average across all our customers, your results may vary.

Q: What carriers do you support?

We support UPS, USPS, FedEx and DHL natively. But we can also track over 100+ other carriers from around the world using our Shippo and EasyPost integration.

Q: What notifications can I send?

Orders

Order Cancelled
Confirmation email of all the items that got canceled by the customer – Triggered when the option to cancel item/product is enabled in WeSupply

Order Received
Order confirmation email – Triggered shortly after the order is placed by the customer (if the order is sent to WeSupply right away)

Order Delayed
This notification will remind the customer that their order is still processing (usually due to increased sales volume or slow processing time) – Triggered when an order was not shipped out yet based on the configuration set in WeSupply

Order is ready for Pickup
In-Store order is ready for pickup – Triggered when the item status is “ready for pickup”

Order was Picked Up
In-Store order was picked up – Triggered when the item status is “Picked Up”

Shipments

Shipment Received
Carrier has received package from shipper – Triggered when the courier updates to this status

Shipment In Transit
Carrier has accepted or picked up shipment from shipper. The shipment is on the way – Triggered when the courier updates to this status. This might trigger overnight

Shipment Failed Attempt
Carrier attempted to deliver but failed – Triggered when the courier updates to this status

Shipment Picked Up
The package was picked up from a pickup location – Triggered when the courier updates to this status

Shipment Out For Delivery
The package has left the delivery office with a carrier, and delivery is intended on that day. – Triggered when the courier updates to this status

Shipment Delivered
Your package has been delivered and a delivery scan recorded the time and date of delivery. – Triggered when the courier updates to this status

Shipment Exception
An exception occurs when a package is temporarily delayed while in transit. Every effort is made to deliver every package as soon as possible, so an exception does not necessarily denote a late shipment. The status exception explains the most recent exception in the scan activity section. – Triggered when the courier updates to this status

Shipment Expired
Shipment has no tracking information for 30 days since added. – Triggered when the courier updates to this status

Package Shipped
Also known as Shipment confirmation email – Trigged when a tracking number is assigned to an order

Q: Can I send Post-Purchase SMS Notifications?

Yes! Some frequently used notifications are:

Order Received
Order Delayed
Package Shipped
Shipment In Transit
Shipment Exception
Shipment Out For Delivery
Shipment Failed Attempt
Shipment Delivered

Q: Can I send Post-Purchase Email Notifications?

Yes! Some frequently used notifications are:

Order Received
Order Delayed
Package Shipped
Shipment In Transit
Shipment Exception
Shipment Out For Delivery
Shipment Failed Attempt
Shipment Delivered

Q: Can I send SMS notifications from my own short number?

Yes! We can simply setup so you send from your own short number!

Q: Do you support split-shipment notifications?

Yes! Using WeSupply you can send notifications for each individual shipment, and show the customer what each package contains what other products are sent and when they will arrive.

Q: Can I customize the email address from which the emails are sent from?

Yes! You can setup you own SMTP and all notifications will be sent directly from your domain maximizing this way the delivery rate of all notifications.

Q: Do I have Analytics for the Post Purchase Notifications?

Yes, you can track the performance of all notifications, how many got sent, what’s the open rate of each and how much revenue it generated.

Q: How Am I Charged for the SMS Notifications?

The character limit for a single SMS is 160 characters. As such, if specific SMS notifications exceed 160 characters due to the inserted variables, length of the text, links, and so on, the message will be split and charged accordingly. The price per SMS can be found on our WeSupply Pricing Page.

Q: Can I customize the design of the emails?

Yes! You can simply change up Fonts and Colors using our simple editor to match you brand.

Q: Can I customize the HTML of the emails?

Yes! You have full access to all email HTML to customize every pixel to your needs.

Q: Do you offer email customization service?

Yes! If you opt of the Onboarding Package, our development team can customize all the emails to match your brand needs.

Q: Can I resend the customer a notification if they cannot find it?

Yes! We have a simple button [Resend] which will resend any notification to your customer.

Q: Can I subscribe/unsubscribe a customer to/from SMS notification?

Yes! The customer can simply reply STOP to unsubscribe from any SMS notification.

Also your team can subscribe the customer to SMS notification based on customer request.

Returns FAQs

Q: Can I automatically approve a return?

Yes! You can setup a simple return logic that automatically approves returns within the first 30 days.

Q: Can we set products as non-returnable?

Yes! You can simply set all products with a specific SKU or Attribute = finale sale as non-returnable.

Q: We have multiple return policies for multiple product categories, can we setup multiple return rules?

Yes! You can setup as many return rules as you wish to accommodate even the most complex situations.

Q: Can I setup returns without requiring the product to be shipped back?

Yes! In some cases returning the products is not necessary to get a refund, for example if you are selling food & beverage, low margin products, or is a product is damaged, you can simply setup a return logic that will not require the customer to return the product but they will still be able to get a refund.

Q: Can the customer generate themselves a return label?

Yes! The customer is not required to reach out to your customer service team. They can simply select the products they want to return and generate a return label.

Q: Can I generate a return label for the customers?

Yes! There is no need for back-and-forth communication with the customer, with a simple click of a button you can generate a return label and notify the customer automatically.

Q: Can I refund an order to multiple payment methods (Gift Card / Store Credit)?

Yes! You can select how you want to issue the refund! You can even issue refunds to Credit Card + Gift Card + Store Credit with a simple click of a button, without the need of going into multiple systems and spending precious time.

Q: Can I return products to multiple locations such as dropshipper, liquidation store, recycle, repair center?

Yes! You can setup different return dispositions, for example one return can be setup to have 1 product returned to Web Warehouse, another product to the Dropshipper, and the 3rd product to a repair facility, all this automatically without the need of manual intervention.

Q: Do you support customer group specific rules?

Yes! You can simply setup logics based on any customer group, for example, VIP customers may benefit of Free Returns while any other customer group needs to pay for returns.

Another example would be Whole sellers can have extended return policy (90 days).

Q: Do you support product specific rules?

Yes! You can setup return logics based on any product SKU, Attribute, or Tag.

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