Loop launches customisable order tracking to boost shopper engagement

Loop, a specialist in returns and reverse logistics, has introduced a new solution called Order Tracking to enhance the post-purchase experience for shoppers. The solution enables merchants to create branded and customisable tracking pages, moving beyond basic status updates.

According to Loop, the Order Tracking feature offers real-time tracking for customers and converts these routine checks into an opportunity for brands to boost consumer engagement and drive additional sales. This innovation provides benefits by granting retailers tools to tailor the entire post-purchase interaction to fit their brand’s identity.

Jewelry brand Electric Picks, an early adopter of this solution, reported a significant reduction in customer support inquiries. Within three months, the brand saw a decrease of over 55% in support queries related to new orders.

Jenna Barone, Senior Operations Manager at Electric Picks, stated, “Loop’s Order Tracking has truly elevated our relationship with our customers. Our previous solution didn’t provide the ability to customise toward our brand’s unique preferences for engaging with our shoppers. Now with Loop’s new solution, we’re able to keep our brand front and center while providing meaningful updates to our customers. Doing so has helped them feel cared for throughout their order’s entire journey.”

Loop is offering this new Order Tracking service for free during the peak holiday shopping period. The company’s data indicates that shoppers check their tracking status an average of 2.8 times per order. Ensuring that brands remain visible throughout the entire tracking experience is seen as a method to maintain consumer trust and keep the brand top-of-mind from fulfilment to delivery, and even throughout the returns process.

Michael Paulson, Chief Product Officer at Loop, commented, “The addition of Order Tracking to Loop’s post-purchase solution marks our commitment to boosting merchants' operational efficiency and enhancing customer experience. It’s an easy-to-use solution that both merchants and shoppers will love, helping merchants improve performance and repeat purchases while increasing consumers’ confidence through personalisation.”

In addition to providing order status updates, Order Tracking by Loop allows customers to initiate returns directly from the tracking page immediately after a package is marked 'delivered'. It also presents easy access for shoppers to review and manage any terminal shipping errors.

Furthermore, tracking pages can make use of Loop's Smart Recommendations engine to deliver personalised product recommendations based on the customer’s data, aimed at encouraging repeat purchases. This feature allows brands to turn the tracking page into an additional revenue stream while enhancing the customer experience.

Shoppers are also given the convenience of initiating returns directly from the tracking page and gaining immediate access to manage shipping errors. The service aims to bring operational efficiency for merchants and satisfaction for customers.

Loop continues to provide extensive services related to post-purchase functionalities, having processed over 55 million returns and aiding merchants in retaining more than $2 billion in revenue over the past five years. The new Order Tracking solution represents another step in Loop’s strategy to optimise returns, exchanges, and reverse logistics at scale.

Beyond the holiday season, brands using Loop's returns solution can continue to take advantage of the Order Tracking feature, free of charge, through early 2025. This extended offering is positioned to benefit retailers significantly during peak periods such as Black Friday and Cyber Monday.