Post Purchase Experience

The Post Purchase feature allows customers to view and track their orders directly within your mobile app. Once an order is placed, customers can access real-time updates about their order status, including shipment tracking, delivery confirmations, and payment summaries—all from a single place.

This feature improves transparency and builds trust by helping customers stay informed throughout the entire fulfillment process. It also reduces support inquiries by giving users easy access to their order history, delivery details, and payment breakdowns.

In addition to viewing orders, customers can receive push notifications for key delivery updates (such as “Out for Delivery” or “Delivered”) and, in eligible cases, cancel their order within a set timeframe.

Configuration

Some parts of the post-purchase experience are automatically available to your customers once the feature is enabled, but there are also settings you can adjust:

Order Management Settings (Available in Dashboard)

You can configure these settings through the dashboard:

• Auto Refund: Choose whether canceled orders are automatically refunded.

• Cancel Order Within (Hours/Minutes): Set a time window (after an order is placed) during which customers can cancel unfulfilled orders.

• Tag to Add: Automatically tag canceled orders for easier tracking in Shopify.

Note: These settings apply only if order cancellation is enabled.

Push Notifications (self serve setup)

Post Purchase push notifications can be configured for events like:

• Ready for Pickup

• In Transit

• Out for Delivery

• Delivered

To enable these, follow this guide here. You shall be able to set it up at your end.

Logistics Integration

To support shipment tracking and delivery updates, your logistics provider (such as Clickpost) must pass status updates to Shopify. Appbrew supports integrations with Clickpost, MSG91, Trustsignal, and others for notifications and SMS.

Use Cases

Here are common ways merchants use the Post Purchase feature:

1. Order Tracking in the App

Customers can go to their account section and tap “Track Your Order” to view real-time status updates. This includes a detailed timeline of delivery events and current fulfillment progress.

2. Order History and Details

Customers can view all their past orders with clear summaries of:

• Products purchased

• Original prices

• Payment totals, including discounts, shipping, and refunds

• Order number and placement date

3. Order Cancellation (Optional)

If a customer changes their mind, they may cancel the order within a set time window—only if it hasn’t been fulfilled yet. The cancellation button appears only when eligible.

4. Push Notifications

Customers automatically receive updates when their order status changes. This keeps them informed without needing to check manually.

Troubleshooting / FAQ

Q: Why doesn’t the discount show up on the order details page?

A: In some cases, only the original price is shown due to how the data is provided by Shopify. We’re working on a solution that accurately reflects discounted prices when available.

Q: How do I enable order tracking in the app?

A: Once Post Purchase is enabled and your logistics partner is passing delivery data to Shopify, tracking will appear automatically in the app’s account section.

Q: Can customers cancel orders from the app?

A: Yes, but only if the order is unfulfilled and within the cancellation window you’ve set in the dashboard. The cancellation button will appear only when these conditions are met.

Q: Why aren’t delivery notifications being sent?

A: Check that your logistics partner is updating order statuses in Shopify. Notifications rely on these updates. Also ensure your notification settings (push, SMS, etc.) are properly configured.

Q: I want to show the “Track Your Order” link elsewhere in the app. Is that possible?

A: Yes. The link can be added to other sections of the app, such as the homepage or order confirmation screens. Contact Appbrew support to request placement.

Q: My customers can’t see their orders. What should I check?

A: Ensure the customer is logged in and using the same account tied to the order. If orders still aren’t showing, confirm that your Shopify store is syncing order data correctly.