CWILL Order Tracking

so far so good. repsonsive support. Some Tracking numbers dont match to carriers correctly however the support do correct these types of issues as soon as they are made aware.

Had a few issues with Royal Mail Uk tracking. support were responsive and the issue seems to have been fixed

apart from that the app has been great and has a good feature set which helps with customer satisfaction

I used to absolutely love Parcel Panel but they are experiencing huge technical issues that have cost us a lot of money. They tracking is completely off due to the increase of the holidays which 100% not their fault. That being said as someone coming from a programming background there are multiple workarounds that they could easily have done to resolve these issues. The software is not tracking properly for USPS as it currently sits and will only cause massive frustration for your customers it’s best they see the actually tracking info provided by USPS itself than rely on Parcel Panels API data.

Update: We have since switched to another provider due to ongoing issues. Tracking was often inaccurate, which required us to contact support repeatedly. The support team was responsive, but resolving tracking problems through chat took more time than it would have to update things manually—especially since there’s still no option to edit tracking ourselves.

Additionally, the delivery page layout wasn’t a good fit for our brand; it felt too basic and unprofessional for what we needed.

Still rating 3 stars, as the app works for basic needs, but it just didn’t meet our expectations for flexibility or presentation.

Original Review:

So far it is pretty good. I have run into some issues though. Tracking will not always be 100% accurate and there is no way to manually change this. I have had the app installed about 2 weeks and have had 5 chats regarding updating the tracking numbers all taking 1-2 days.

I hope they implement a manual change soon as i waste more time on the chat fixing the issue than it would take me to manually do.

So for now it gets a 3 star. ill update again later if improved.

Excellent interface, very easy to use and despite it being easy to figure out, it even breaks things down even further if needed. The customer service is great and efficient even for free members and there are many nice free tools, alongside great deals if one wants to purchase a plan down the road. Overall, great app!

Parcel Panel has been a game-changer for our order tracking process. The integration is seamless, and the app offers a great customer experience by providing clear, real-time updates on shipping statuses. It’s easy to use, customizable, and has significantly reduced customer inquiries regarding delivery. Their support team is also very responsive and helpful whenever needed. Highly recommend this app for any e-commerce store looking to streamline their shipping communication and boost customer satisfaction!

Support: Amazing
Suitability for Dropshipping and Branding: Yes
Options: Wide variety, great selection
My recommendation: Best choice. Outperforms competitors.

What can be improved:
- Design: I’d like more customization options for widgets and appearance.

Only started using it a few days ago but so far it looks super helpful, especially the Gorgias integration. That'll save our CX team a lot of time looking up shipment updates.

Changing to 5 STARS 29/11/24:

Kelly and team have gone above and beyond to rectify the shortcomings stated below. While a delay still exists in API status reporting, the workarounds comprising of custom email templates for our customers, dynamic URL redirections direct to the carrier page, and carrier shortcuts embedded on our store shipping pages have made such a difference. Furthermore, if a customer nows click our email tracking button, they are no longer required to enter their tracking number to view their live shipping status on the carrier page.

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Was really excited to download this app, the customer service from outset was really good and we had high hopes.

On paper the app offered all the functionality we needed as we wanted to start proactively notifying customers by email when their parcels were out for delivery, delivered, and if there was a failed delivery (proactively notifying the customers so they could re-book delivery with the carrier).

However, only when starting to use the app did it become apparent there were a number of shortfalls. The first being that Parcel Panel shipping data can lag the carrier data by up to 6 hours.

This wouldn’t necessarily be an issue, however the “Track my Parcel” button contained in the Parcel Panel emails sent to customers (out for delivery, parcel delivered, failed delivery etc) can only be linked to the Parcel Panel tracking page (the one that uses 6hr lagging data) and not directly to the Carrier Tracking Page on the carrier website (which uses real time tracking data).

What does this mean, well if a customer clicks “Track my Parcel” from a Parcel Panel email, the data they see may be up to 6hours out of date. Not ideal.

The approach of only linking the “Track my Parcel” button to the Parcel Panel tracking page and not the Carrier Tracking Page also poses a problem when a customer receives a failed delivery email from Parcel Panel, as rebooking a missed delivery can only be done via the carrier website which cannot be accessed by the email sent.

This one of the major issues for us as we'd be essentially sending a missed delivery email to our customers highlighting that they needed to rebook delivery for another day, however they would have no ability to rebook their missed delivery from the email we sent. Not good customer experience, particularly for a customer who has missed delivery of their parcel.

I did pose a simple solution to Parcel panel, asking them if Shopify Merchants could be given the option to choose whether the “Track my Parcel” button in the Parcel Panel emails goes directly to the Parcel Panel tracking page or the Carrier’s Tracking page. Even with the missed delivery example above considered, the request was rejected by the team stating that the App's aim is to keep customers in its own eco-system.

More broadly, while it is possible to use Shopify’s native email notifications in place of Parcel Panel’s (out for delivery, delivered) - these emails cannot be configured to use Parcel Panel’s variables meaning delivery data contained in the email is basic a not as much of a value add to customers. Please note this point is not a limitation on Parcel Panel’s side but worth noting as it’s the only alternative to the Parcel Panel emails.

I don’t like to leave negative reviews however I wanted to make others aware of the limitations as we didn’t identify these until we had invested a significant amount of time setting the system up. Only when it’s live and active do you see the shortfalls.

Have been using this App for over 2 years now. It is a great App that is really well supported. It works straight out of the box with native email notification and status on the Shopify Admin page for all our shipments. 3rd time lucky after trying other similar apps that couldn't deliver what they advertised. Thanks