Manifest Order Tracking gives customers a self-serve way to check their order status, get proactive delay updates, and take action — all without needing to contact support. As a merchant, you control what they see, what they can do, and how delays are communicated.
What This Feature Does
Set delivery timelines — tell Manifest how long your orders typically take, and it will display appropriate delivery messages to customers automatically.
Handle delays gracefully — if an order runs late, Manifest shows a calm, customised message instead of leaving the customer in the dark.
Give customers the right actions — show a Cancel or Return button based on order status, so customers can self-serve instead of messaging support.
Flexible order lookup — customers can enter their order ID in any format (with or without # or a prefix) and Manifest will still find the right order.
Order Tracking Methods
Manifest supports three tracking flows, and merchants can choose the preferred method.
1. Email + one-time code
Most secure. Customer enters their email and confirms with a 6-digit code. Best for stores that prioritise account security.
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. Phone + area code (PIN/ZIP/Postal)
Good balance of security and simplicity. No code sent — customers verify using their delivery pin code.
Customer can track using phone number of the order with order pincode
3. Email or phone + order ID
Strictest. Customer must supply both identifiers. Best for stores that want maximum validation or have high fraud risk.
Customer must enter both order ID + email/phone
Most controlled and strict method
Useful for stores needing extra validation
4. Phone + OTP
Customers enter their phone number and verify it using a one-time password (OTP). This authentication method is available only for customers in India.
Delivery Time & Messages
Set how many days your orders typically take to deliver. Manifest uses this to show customers a relevant status message alongside their order — for example, "Your order is on its way and should arrive within 3 days."
You can also write custom messages for delayed orders (e.g., orders that are 5+ days past the expected date), so customers get a clear, empathetic update instead of silence.
This is disabled by default. Once enabled, you can add as many delivery messages as you need for different timeframes.
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
If a customer forgets their email, phone, or order ID, the tracking link gives them another way to look up their order — useful as a fallback so they don't get stuck.
You can add or remove this link at any time from Order Tracking Settings.
Action Buttons
Two action buttons can be displayed based on your configuration:
Cancel or Return
Need Help? – This button is always displayed.
If an order contains multiple shipments, the Cancel/Return order and Need Help? buttons are displayed separately for each shipment based on its individual status.
Cancel / Return Button
Cancel / Return button
This button changes label automatically based on order status:
Undelivered orders → shows Cancel Order
Delivered orders → shows Return Order
You can override this default behaviour using Custom Logic (see below).
When clicked, you can choose one of two actions:
Handled by the chatbot (default) - Manifest's assistant guides the customer through the cancellation or return process.
Redirect to a URL - Send the customer to your own cancellation/returns page. You can insert order details into the URL dynamically using variables like
{order_id}or{email_address}.
If an order has multiple shipments, the Cancel/Return button appears separately for each shipment.
Need Help? button
This is always shown to customers and cannot be disabled.
If a URL variable has no value for the selected order or shipment, it is replaced with an empty value. The placeholder (for example, {order_id}) will not appear in the generated URL.
Shipment Variables
AWB Number (Air Waybill / Tracking Number)
Custom Logic
Custom Logic lets you write conditions that control when the Cancel or Return button appears. For example: only show Cancel if the order was placed in the last 24 hours, or hide Return if the order amount is below a threshold.
You can use the following information in your conditions:
Order-level:
Order Date:
{order_date}Current Date:
{current_date}Order Amount:
{order_amount}
Shipment-level (applies to the specific shipment being displayed):
Shipment Status:
{shipment_status}Tracking Number:
{tracking_number or 'N/A'}Items in This Shipment:
{', '.join(item_names) or 'N/A'}
These variables contain values for the specific order and shipment currently being processed.
All shipment-specific variables refer to the current shipment within the order
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 Skills → Order handling → Settings.
3. Choose Required Details for Tracking
Select one of the three tracking methods:
Email with code verification - Customers enter their email, then confirm with a one-time code we send.
Phone + Area code - Customers must provide both their phone and the area code ( Pincode, Zipcode, Postal code, Emirate, etc ) to track their order.
(Email/Phone) + Order ID - Customers must provide both their email/phone and the order ID to track their order.
Phone + OTP - Customers enter their phone number, then confirm with a one-time code we send.
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. Configure Action Buttons
Enable or disable the Cancel Order and Return Order buttons, and configure their behavior to match your business requirements.
7. Save Changes
Click Save on the top right.
Customer Experience Flows
Below is a simplified flow for each tracking method.
| Email + OTP | Phone + Area code | Email/Phone + Order ID |
What customer enters | Email → 6-digit code | Phone number + PIN/ZIP | Email or phone + order ID |
What they see | All orders linked to that email | All orders linked to that phone | That specific order |
Fallback if stuck | "Try another way" → tracking link or agent | "Try another way" → tracking link or agent | "Try another way" → agent handover |
Best for | Max security | Balance of simplicity + verification | Strict validation |
i) Email with Code Verification
Ask “Where is my order?”
Click Track your Order QRB
Enters email → or selects try another way/ check our 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
Select the order you want to track from the list, then click Continue.
Order status includes:
Order ID
Item list
Tracking number
Delivery message (if enabled)
Custom field
Message prompt
Action buttons shown based on status
Return to chat button visible in bottom to return to manifest chat
A Back button is displayed after an email address is entered, including during the OTP verification step. It allows users to return to the order list and select a different order to view its status.
A Change button is displayed, allowing users to update the email address and track orders associated with a different email.
A Close icon is always displayed at the top of the order tracking modal, allowing users to close the modal at any time.
ii) Phone + Area code
Ask “Where is my order?”
Click Track your Order QRB
Enter the phone number and the PIN code associated with the order.
Alternatively, select Try another way to track your order using an external link or connect with a support agent.
Click Submit.
If the phone number is associated with multiple orders, a list of matching orders is displayed. If only one order is found, its details are displayed directly.
Select an order from the list and click Continue.
The available action buttons are displayed based on the current order status.
Order details, delivery messages, and custom fields generated from the configured message prompt are shown.
Return to chat button visible in bottom to return to manifest chat
A Back button is displayed after the phone number and PIN code are entered. It allows users to return to the order list and select a different order to view its status.
A Change button is displayed, allowing users to update the phone number and PIN code to track orders associated with a different phone number or PIN code.
A Close icon is always displayed at the top of the order tracking modal, allowing users to close the modal at any time.
If a phone number is associated with multiple orders that have different PIN codes, the user must enter the PIN code of the most recent order. Once the latest PIN code is verified, all orders associated with that phone number will be displayed, including those with different PIN codes.
iii) (Email/Phone) + Order ID
Click Track Order
Enter email/phone number with order id
Submit
Sees specific order status
“Try another way” → agent handover + tracking portal link
Action buttons based on status
Order details, delivery messages, and custom fields generated from the configured message prompt are shown.
Return to chat button visible in bottom to return to manifest chat
A Back button is displayed after the email or phone number is verified and the order list is shown. It allows users to return to the order list and select a different order to view its status.
A Change button is displayed, allowing users to update the phone number or email address, along with the order ID, to track a different order.
A Close icon is always displayed at the top of the order tracking modal, allowing users to close the modal at any time.
iv) Phone + OTP
Ask "Where is my order?"
Click Track Your Order (QRB).
Enter your phone number and click Submit.
Enter the 6-digit OTP sent to your phone.
If needed, use the Resend OTP option, which becomes available after 2 minutes.
Click Verify.
A list of your orders is displayed.
Select the order you want to track and click Continue.
The order details include:
Order ID
Item list
Tracking number
Delivery message (if enabled)
Custom fields
Message prompt
Action buttons based on the current order status
Additional navigation options:
Return to Chat – Returns you to the main chat.
Back – Available after the phone number is entered, including during OTP verification. It allows you to return to the order list and select a different order.
Change – Allows you to update the phone number and track orders associated with a different phone number.
Close – A close icon is always available at the top of the order tracking modal, allowing you to close it at any time.
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.
4) Can I use both Cancel and Return buttons at the same time?
Yes. You can enable both. Manifest automatically shows the right one based on the order status — Cancel for undelivered orders, Return for delivered ones. You can also use Custom Logic to override this default.
For further assistance or to raise feature requests related to Order Details Management, please contact [email protected].