Loop Order Tracking Overview

The Loop Order Tracking App brings order and shipment tracking data into Gladly to power both team-assisted and self-service experiences. Team members can view a Customer's orders, including order IDs, shipment statuses, carriers, and tracking codes. You can also use it in Guides to answer "Where's my order?" type questions, enabling Customers to self-service without team member involvement.

Built and maintained by Loop | View source code

Loop Order Tracking Overview

Benefits

Answer "Where's My Order?" Instantly

Gladly retrieves tracking data 24/7—no team member needed.

Complete Order Visibility

Team members see shipment status, carriers, and tracking codes in the sidebar.

Multi-Shipment Clarity

Multi-package orders show each shipment with its own tracking number and status.

Personalize Routing

Route Customers based on order or shipment status.

Unified Experience

Same tracking data powers both team-assisted AND self-service interactions.

Supported Features

The Loop Order Tracking App works across all Gladly features:

Who maintains the integration

The Loop Returns integration is built and maintained by Loop Returns team.

Key use cases

1. Gladly answers "Where's my order?" instantly

Use case: Customer asks about delivery status and Gladly provides the answer without team member involvement.

How it works:

1. Customer asks "Where's my order?"

2. Gladly retrieves shipment data via the Loop Order Tracking Data Pull

3. Gladly sees tracking number, carrier, and current status

4. Gladly responds: "Your order #1234 shipped with FedEx and is currently in transit. Here's your tracking link: [link]"

Business impact: Customers get instant answers 24/7 AND team members focus on complex issues instead of "where's my order?" inquiries.

2. Team members see full context before responding

Use case: When Gladly routes a delivery Conversation to a team member, they already have shipment details visible.

How it works:

1. Customer asks a complex delivery question that Gladly routes to a team member

2. Team member opens the Conversation and sees the Loop Order Tracking Card in the sidebar

3. Card shows: order #1234, shipped with FedEx, tracking number, "In Transit" status

4. Team member has context immediately—no need to ask "What's your order number?"

Example:

Customer: "My package says delivered, but I never got it"

Team member (viewing sidebar Card):

• Sees order #1234, FedEx, tracking #789456, status "Delivered"

• Already knows the carrier and tracking details

• Can immediately contact FedEx or initiate a claim

Business impact: Team members resolve escalated delivery issues faster and Customers don't repeat information they've already provided.

3. Multi-shipment orders without the confusion

Use case: Customer asks about an order that shipped in multiple packages—Gladly or a team member can explain each shipment clearly.

Example Customer flow:

Customer: "I only got one box, but I ordered three things"

Gladly:

1. Retrieves order data showing 3 separate shipments

2. Sees: Shipment 1 (delivered), Shipment 2 (in transit, arriving tomorrow), Shipment 3 (processing)

3. Responds: "Your order shipped in 3 packages. Package 1 was delivered yesterday. Package 2 is in transit and arriving tomorrow. Package 3 is being prepared and will ship soon. Here are the tracking links for each: [links]"

Business impact: Customers understand exactly where each package is and team members avoid back-and-forth clarifying which item the Customer means.

Source code

The Loop Order Tracking App source is available for reference:

• GitHub: app-platform-examples/loop_order_tracking

Support contacts

What's next

• Set up Guides to enable Customer self-service

• Configure Rules to route based on order status

• Explore Loop Returns if you also need returns management