---
title: "Loop Returns Order Tracking Overview"
slug: "loop-order-tracking-overview"
updated: 2026-01-22T15:57:38Z
published: 2026-01-22T15:57:38Z
canonical: "help.gladly.com/loop-order-tracking-overview"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Loop Returns 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](https://github.com/gladly/app-platform-examples/tree/main/loop_order_tracking)

## 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:

| Gladly feature | What you can do |
| --- | --- |
| **Gladly Team (Cards)** | Display order tracking info in Customer Details sidebar for team members |
| **Gladly (Guides)** | Pull order and shipment data into self-service flows |
| **Rules and Routing** | Route Customers based on order or shipment status |

### 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](https://github.com/gladly/app-platform-examples/tree/main/loop_order_tracking)

### Support contacts

| Issue type | Contact |
| --- | --- |
| API Token, data issues | Loop account representative |
| App configuration, installation | [Gladly Support](https://support.gladly.com) |
| Feature requests | Loop account representative |

## What's next

- [Set up Guides](https://help.gladly.com/docs/guides-1) to enable Customer self-service
- [Configure Rules](https://help.gladly.com/docs/rules) to route based on order status
- [Explore Loop Returns](/docs/loop-returns-app) if you also need returns management