Parcel Panel Order Tracking

Only started using it a few days ago but so far it looks super helpful, especially the Gorgias integration. That'll save our CX team a lot of time looking up shipment updates.

Cecilia and Tessa have really helped me a lot on the settings and provided me valuable information.

HELLO ,

I am a newbie in the world of shopify and e-commerce. I would like to thank KATH for her help after I reported the error I received from the "parcel panel" API loads from the apps I was going to add to my Shopify page.

With love and respect,
Bünyamin Yükselen

I reached out to the support team to request the removal of the brand name from the app, and Kath responded immediately. She resolved the issue quickly and efficiently. The customer service was top-notch, and I’m very pleased with the outcome. Highly recommend! Thank you Kath!

Fast, responsive customer service. Great app for customer tracking. Highly recommend this.

Everything that I needed, the best support ever! I was even given educational materials and some tips. Definitely recommend

Was really excited to download this app, the customer service from outset was really good and we had high hopes.

On paper the app offered all the functionality we needed as we wanted to start proactively notifying customers by email when their parcels were out for delivery, delivered, and if there was a failed delivery (proactively notifying the customers so they could re-book delivery with the carrier).

However, only when starting to use the app did it become apparent there were a number of shortfalls. The first being that Parcel Panel shipping data can lag the carrier data by up to 6 hours.

This wouldn’t necessarily be an issue, however the “Track my Parcel” button contained in the Parcel Panel emails sent to customers (out for delivery, parcel delivered, failed delivery etc) can only be linked to the Parcel Panel tracking page (the one that uses 6hr lagging data) and not directly to the Carrier Tracking Page on the carrier website (which uses real time tracking data).

What does this mean, well if a customer clicks “Track my Parcel” from a Parcel Panel email, the data they see may be up to 6hours out of date. Not ideal.

The approach of only linking the “Track my Parcel” button to the Parcel Panel tracking page and not the Carrier Tracking Page also poses a problem when a customer receives a failed delivery email from Parcel Panel, as rebooking a missed delivery can only be done via the carrier website which cannot be accessed by the email sent.

This one of the major issues for us as we'd be essentially sending a missed delivery email to our customers highlighting that they needed to rebook delivery for another day, however they would have no ability to rebook their missed delivery from the email we sent. Not good customer experience, particularly for a customer who has missed delivery of their parcel.

I did pose a simple solution to Parcel panel, asking them if Shopify Merchants could be given the option to choose whether the “Track my Parcel” button in the Parcel Panel emails goes directly to the Parcel Panel tracking page or the Carrier’s Tracking page. Even with the missed delivery example above considered, the request was rejected by the team stating that the App's aim is to keep customers in its own eco-system.

More broadly, while it is possible to use Shopify’s native email notifications in place of Parcel Panel’s (out for delivery, delivered) - these emails cannot be configured to use Parcel Panel’s variables meaning delivery data contained in the email is basic a not as much of a value add to customers. Please note this point is not a limitation on Parcel Panel’s side but worth noting as it’s the only alternative to the Parcel Panel emails.

I don’t like to leave negative reviews however I wanted to make others aware of the limitations as we didn’t identify these until we had invested a significant amount of time setting the system up. Only when it’s live and active do you see the shortfalls.

One of the best tracking apps, I already use it for both of my stores

I’m thoroughly impressed with the support from Parcel Panel! The team handled my inquiries swiftly and efficiently, but I want to give a special shoutout to Ria. Her expertise, responsiveness, and friendly attitude made the entire experience outstanding. Thanks to Ria, my issues were resolved in no time. If you’re looking for exceptional support, Parcel Panel is the way to go. Thanks again, Ria, for your fantastic help!

This is a really great additional to the website!