Shipment & order tracking
Public shipment and order tracking: the status page, customer link, estimate actions and admin configuration of the tracking page.
→ Open orders · Open service registrations
With shipment and order tracking you give your customers a public status page where they can follow the progress of their order or service registration themselves – without logging in. The page shows a progress indicator, the current status, items, costs and optionally an estimate to accept or decline.
The tracking page hangs off the case (customer flow): every case automatically gets a unique, non-guessable tracking token as soon as it's created. From this the public link simpliserv.app/track/<slug>/<token> is formed.
How the customer reaches the tracking page
There are two ways to the page – both use the same token.
Share the customer link from the order
Open an order and choose Generate customer link in the action menu. SimpliServ creates the tracking link and copies it straight to the clipboard – you can then send it by email, chat or SMS.
You'll find the same action on service registrations, estimates and invoices – all link to the same tracking page of the associated case.
Via the public search page
Alternatively you can provide your customers with the search page (simpliserv.app/track/search/<slug>). There the customer enters their service registration number or serial number as well as first or last name and is redirected to the matching tracking page.
If no link is available (e.g. because the order isn't yet assigned to a case with a token), SimpliServ reports "The customer link couldn't be created". The link is formed via the linked case – see Customer Flow.
What the customer sees
Which sections appear is controlled in the admin settings (see below). Available are:
- Status – the current status as a coloured badge (e.g. Pending, In progress, Completed)
- Progress indicator – the case's steps as a stepper
- Device information – serial number or service registration/case number
- Items – the line items from the linked order
- Price overview – discount, tax amount and total (incl. VAT)
- Customer data – first name, last name, company, email, phone
- Description – the stored notes
- Submitted data – the entries from the registration form
- Documents – files shared with the customer to download
The progress indicator
The stepper maps the typical service lifecycle:
- Received – the request has arrived
- Accepted or Estimate – as soon as an estimate exists, this step is called Estimate
- In progress – the order is being worked on
- Ready for pickup – once the order status is set to ready for pickup
- Completed – when the order status is marked as done
If a request is rejected, the page instead shows Received → Rejected.
The steps Ready for pickup and Completed are controlled via the status of the linked order. When you set the matching status on the order, the display for the customer follows automatically. More on this under Orders.
Accept or decline an estimate
If an open estimate exists and the Accept/decline estimate section is enabled, the customer can, right on the tracking page:
- open the estimate PDF in a new tab,
- agree with Accept (optional comment), or
- decline with Decline (a reason of at least 10 characters is required).
The decision is reported back to SimpliServ immediately. Details on creating estimates are under Estimates.
Admin → configure the tracking page
You set the look and content of the public page under Administration → Modules → Service requests in the Configure tracking page card.
→ Open the tracking page configuration in SimpliServ
Content & branding
- Page title and message
- Badge text and footer
- Primary colour for buttons, progress accents and icon backgrounds
- Logo – overrides your organisation's default logo
- Custom CSS for individual adjustments
- Hide the page header, hide the theme toggle, hide the language picker
Visible sections – switch each area on or off individually: device information, order status, progress indicator, order items, costs, customer data, notes, submitted form data, related files and accept/decline estimate.
Sharing – in the same card you'll find the finished search page URL as well as an embed code (iframe) with which you can embed the customer search directly on your website.
Automatic order tracking by email
You don't have to send the link manually every time: if you enable the option Send order tracking automatically by email in the organisation settings under Automation, the customer automatically receives a message with their tracking link as soon as order-tracking data is available.
How is this guide?