Manifest Order Tracking helps merchants offer a smarter, more transparent, and customer-friendly order tracking experience. With customizable delivery messages, automated delay handling, and intelligent action buttons, customers get the exact help they need—without contacting support unnecessarily.
What This Feature Does
Configurable Shipping & Delivery Timelines
Merchants can set expected shipping and delivery dates based on their average TAT (Turnaround Time).Automatic Delay Detection
Manifest identifies delayed orders and shows customized, empathetic messages based on how many days have passed since the order was placed.Smart Action Buttons
Customers can perform actions directly from the tracking screen:Cancel Order → shown only for undelivered orders
Return Order → shown only for delivered orders
Need Help? → always available
Buttons are disabled by default and can be enabled anytime.
Flexible Input Formats
Customers can enter order IDs in any format (with/without #, with/without prefix).
Order Tracking Methods
Manifest supports three tracking flows, and merchants can choose the preferred method.
1. Email with Code Verification
Customer enters their email
A 6-digit verification code is sent
After verification, the customer sees all orders linked to that email
Most secure option
2. Single Detail (Email / Phone / Order ID) — Default Option
Customer can track using any one detail
Faster and simpler tracking
Merchants can switch anytime
3. (Email/Phone) + Order ID
Customer must enter both order ID + email/phone
Most controlled and strict method
Useful for stores needing extra validation
Delivery Time & Messages
Merchants can set:
How many days an order usually takes
What message customers should see based on those days
Custom delay messages for late orders
These messages appear alongside the order status.
By default, this feature is disabled.
Merchants can enable it and add as many delivery messages as needed.
Tracking Link
This is an alternate tracking option.
If a customer forgets their email, phone, or order ID, you can provide a tracking portal link.
The customer can use this link to look up their order in another way.
You can add or remove this link at any time
Action Buttons
Customers will see action buttons based on order status:
Button | Condition |
Cancel Order | Only for undelivered orders |
Return Order | Only for delivered orders |
Need Help? | Always available |
These buttons appear with order status and open a contextual support flow inside Manifest.
Why It Matters
This feature turns order tracking from a simple status lookup into a smart, guided, and automated support experience.
Merchants can:
Reduce support load
Communicate delays proactively
Offer correct actions based on order status
Provide clear delivery expectations
Ensure smooth transfer to human agents when required
How to Customize Order Tracking
1. Go to Manifest Dashboard
Navigate to your Manifest admin panel.
2. Open Order Tracking Settings
Go to Training → Assistant Readiness → Order Tracking.
3. Choose Required Details for Tracking
Select one of the three tracking methods:
Email with code verification
Single detail (Email / Phone / Order ID)
(Email/Phone) + Order ID
4. Add Delivery Messages
Click Add delay messages under Delivery time & messages and enter:
Standard delivery days
Custom delivery messages (e.g., shipped, on the way, expected delivery today)
5. Add a Tracking Link (Optional)
Insert your tracking portal link.
You can delete or change this at any time.
6. Enable or Disable Action Buttons
Turn ON/OFF “Cancel Order” or “Return Order” buttons.
7. Save Changes
Click Save on the top right.
Customer Experience Flows
Below is a simplified flow for each tracking method.
i) Email with Code Verification
Ask “Where is my order?”
Clicks Track Order
Enters email → or selects Forgot email? / Tracking portal
Receives a 6-digit verification code
Enters code → clicks Verify
Resend code will be enabled after 2 Mins.
Sees list of orders linked to that email
Order status includes:
Order ID
Item list
Tracking number
Delivery message (if enabled)
Action buttons shown based on status
Show More if multiple orders
Start New Conversation available at the end
Return to chat button always visible in bottom to return to manifest chat
Navigation icon will be shown in top if order has multiple products
ii) Single Detail Entry Flow
Ask “Where is my order?”
Click Track Order
Enter Order ID (any format accepted)
Submit → order status shown
OR use Track using Email/Phone
Enter email/phone
Shows related order list
“Forgot email/phone/order ID?” → agent handover + tracking link
Action buttons shown based on order status
Order details + delivery messages shown
Start New Conversation available at the end
Return to chat button always visible in bottom to return to manifest chat
Navigation icon will be shown in top if order has multiple products
iii) (Email/Phone) + Order ID Flow
Click Track Order
Enter Order ID + Email/Phone
Submit
Sees specific order status
“Forgot everything?” → agent handover + tracking portal link
Action buttons based on status
Order details + delivery messages
Show more + return to chat options visible
Navigation icon will be shown in top if order has multiple products
FAQs
1) Can customers track orders without entering the exact order ID?
Yes. Manifest accepts order IDs in any format (with/without #, prefixes).
2) How does Manifest detect delayed orders?
Based on the delivery timeline you set.
If the order crosses the defined delivery days, delay messages are shown automatically.
3) What happens if a customer forgets their email or order ID?
The system recommends your tracking link, if added.
They can also opt to connect with an agent.
For further assistance or to raise feature requests related to Order Details Management, please contact [email protected].