"Where is my order?" is the question support teams hear most – and the answer usually lives in another tab. Gladly’s Nash integration brings live last-mile delivery status into the Gladly platform, so team members can look up a delivery’s courier, status, ETA, tracking link, and proof of delivery without leaving the Conversation. Every delivery question can be answered in the moment, from the same place the Customer asked it.
Key benefits
Answer “where is my order?” in the moment
Team members enter the order reference and instantly see the delivery’s status, courier, estimated arrival, and customer-facing tracking link – live from Nash, without switching tools.
Prove a delivery happened
For completed deliveries, the result includes Nash’s proof-of-delivery link, so “it never arrived” conversations can be resolved with evidence instead of a back-and-forth.
Honest answers on the edges
An order that hasn’t shipped yet gets a clear “no tracking yet” message rather than a raw API error. Multi-package deliveries whose packages are in different states are reported honestly as mixed – never one package’s status presented as the whole order’s. And a misconfigured connection surfaces Nash’s real error instead of quietly reporting every order as not shipped.
Know why a delivery failed
When Nash marks a delivery failed, the result includes the failure reason – for example, “recipient unavailable after 3 delivery attempts” – so the team member can explain what happened and what happens next.
Supported features
The Nash App Platform integration is available in the following areas of Gladly:
Gladly Team
The Track delivery action is available from the Conversation compose “+” menu. Team members enter a single order reference and the delivery’s live status renders directly on the Conversation timeline.
Gladly AI
The Track delivery action is available to Sidekick Guides. A Guide that has already looked up the Customer’s order – for example, in the merchant’s order management system – can retrieve live delivery status during self-service Conversations.
Nash has no customer-identity lookup, so this integration is action-only: there is no Customer Profile Card and no data pull. The team member (or a Guide) supplies the order reference directly.
Details
What data can you access
Track delivery result
Delivery status, with a human-readable label (Order received, Out for delivery, Delivered, Delivery failed, and more)
Courier / delivery provider name
Dropoff recipient name, city, state, and ZIP
Estimated arrival (shown only while the delivery is still in motion)
Package count – and a mixed-status indicator when a multi-package delivery’s packages are in different states
Customer-facing tracking link
Proof-of-delivery link, for completed deliveries
Failure reason, when a delivery has failed
How does the lookup work?
Nash identifies a delivery by its external identifier – the reference the merchant’s own system sent to Nash when the delivery was created. Nash matches it exactly, as a single value:
Order reference – the team member enters the reference exactly as the merchant’s system sent it to Nash. Its format is merchant-defined: a single token, or an order and consignment number joined (for example,
24943392-5960823).Not shipped yet – a delivery doesn’t exist in Nash until the order has been through fulfillment. If no delivery matches the reference, the team member sees a clear message that tracking isn’t available yet – which usually just means the order hasn’t been dispatched.
Key use cases
1. Answer “where is my order?” instantly
Use case: A Customer asks where their order is.
How it works: The team member opens Track delivery from the compose “+” menu, enters the order reference, and reads the live status, courier, and estimated arrival from the result – including the customer-facing tracking link to share in the reply.
Business impact: Customers get an immediate, accurate answer from live carrier data, and team members never leave the Conversation to find it.
2. Resolve “it never arrived” with proof of delivery
Use case: A Customer says their delivery never arrived.
How it works: The team member runs Track delivery and the completed delivery’s result includes Nash’s proof-of-delivery link – for example, a photo of the package at the door – alongside the delivery’s dropoff details.
Business impact: Disputes are resolved with evidence in the first reply, protecting revenue and keeping the Conversation constructive.
3. Explain a stalled or failed delivery
Use case: A Customer asks why nothing is moving – or why their delivery failed.
How it works: If the order hasn’t been dispatched to Nash yet, the result says so plainly, pointing the team member to fulfilment rather than the carrier. If the delivery failed, the result includes Nash’s failure reason – for example, “recipient unavailable after 3 delivery attempts” – so the team member can explain what happened and arrange next steps.
Business impact: Team members diagnose the real blocker on the first contact instead of guessing, and Customers hear what actually happened.