Crafting a Smooth Post-Purchase Journey

The post-purchase experience (PPX) outlines every interaction a customer has with a brand after making a purchase, from order confirmation to delivery and customer support. Almost 80% of customers believe a positive post-purchase experience is crucial for them to return. However, only 1% of consumers feel that vendors consistently meet their expectations. Perfecting the post-purchase experience is a significant opportunity for businesses to stand out and gain a competitive edge.


Enable quick access to order inquiries


AfterShip offers cutting-edge white label tracking services to merchants, letting them deliver tracking updates to customers with their own branding for a seamless experience.


Actions you can take:


  • Include the Tracking Page link in the order confirmation emails.
  • Use iframe code to embed the tracking page in the header or footer of your website.
  • Improve visual branding and user experience by embedding the tracking page between your Shopify store's header and footer using a proxy URL.
  • Set up custom domain for the branded tracking page to boost brand visibility and maintain consistency.
  • Embed Tracking clips on the order detail or account page, enabling customers to easily check updates without navigating away from your site.





Provide tailored and detailed information


Provide clear and timely details about their order confirmation, expected delivery date, and shipment updates. Make sure returns and support are easy to access, so your customers are always in the loop and feel well taken care of.


Actions you can take:


  • Add Items or Other items in order sections to ensure full visibility on the entire order.
  • Use an image with text to quickly navigate consumers to the FAQs, contact support, or returns management page.
  • Integrate a support chat widget to help consumers quickly reach support.
  • Tailor the display of additional information based on shipping status using visibility settings.
  • Make it easier for customers to request a return with an entrance to the AfterShip returns page.




Allow tracking update subscriptions


Since 93% of online shoppers want regular updates on their shipping status, automating tracking notifications can significantly cut down on those "Where's my order?" inquiries. This not only keeps your customers happy but also allows your team to tackle more complex issues.


Actions you can take:


  • Add a subscription section so customers can sign up for order updates via email, SMS, and Facebook Messenger.
  • Add a Track with Apple Wallet button to your tracking pages to ensure a top-notch user experience and save on SMS costs.





Customize pre-shipment anb in-store pickup (BOPIS) statuses


Allowing retailers to manage the visibility of order fulfillment progress and proactively engage with customers to alleviate their concerns.


Actions you can take:


  • Adding a Backorder status for situations requiring additional time to replenish inventory ensures that status information appears on the branded tracking page rather than being completely obscured until you are able to ship the order.





Updated on: 07/10/2025