Gladly uses Guides to power Customer self-service. Loop Order Tracking data enables Customers to check order and shipment status without agent involvement.
Availaa ble Data
For detailed list of data available, see What data you can access or GraphL Schema.
To understand how returns are matched with Gladly Customer see Customer matching.
Tracking data only
Loop Order Tracking provides Data only. No Actions are available. For return-related Actions (like generating return links), use the Loop Returns App.
Example Guide flows
Order status check
Customer asks "Where's my order?"
Guide retrieves orders via Data Pull.
Guide responds with shipment status, carrier, and tracking link.
Multi-shipment order
Customer asks "I only got one package."
Guide retrieves order showing multiple shipments.
Guide explains each package status: "Your order shipped in 3 packages. Package 1 was delivered. Package 2 is in transit with FedEx. Package 3 is being prepared."
Delayed shipment
Customer asks "My package is late."
Guide retrieves shipment data.
Guide checks status and provides tracking link.
If needed, Guide escalates to team member with full context.
Set up Guides with Loop Order Tracking
Open the Guides editor in Gladly.
Create or edit a Guide for order-related topics (e.g., "Where's My Order?").
Add a Data Pull step to retrieve order tracking data.
Configure response templates using the order and shipment data.