How to connect an order tracking provider to Customer Hub

Learn how to show enhanced shipment tracking in Customer Hub by connecting a supported order tracking provider. By default, Customer Hub displays tracking data from Shopify, but you can connect one of the following providers for expanded shipment details:

• Wonderment
• Malamo

If no provider is connected, tracking information from Shopify is shown by default.

Before you begin

Before you connect an order tracking provider, make sure:

• Customer Hub is enabled in your Klaviyo account.
• You have installed and set up Wonderment or Malamo in Shopify.
• The integration for your chosen provider is enabled in Klaviyo.

How order tracking is handled in Customer Hub

When a customer signs in to their account on your Shopify site and opens the Customer Hub drawer, they can review their recent orders on the Orders tab and click any order for more shipping details.

By default (Shopify):

• Customers can see the order status, date the order was placed, and order number.
• The “Track shipment” button links to Shopify’s tracking page.

When an alternative order tracking provider (Wonderment or Malamo) is enabled:

Customer Hub continues to show this information in the same layout, but now order shipment and delivery details are sourced from your connected order tracking provider with these enhancements:

• The “Track shipment” button links to the Wonderment or Malamo tracking page.

  If you’re using Malomo, make sure you’ve created a branded tracking page in your Malomo account before enabling the integration. Otherwise, your customers won’t be able to access tracking information via the “Track shipment” button.

• An estimated delivery date and progress bar is displayed (when available).
• Shipment status is updated based on tracking data from your provider’s event data to display 1 of the following statuses:
  • Ordered
  • Shipped
  • Out for Delivery
  • Delivered

• If there is a delay, return, or error, Customer Hub displays a descriptive status based on provider data.

  

Connect your order tracking provider

1. In Klaviyo, go to Customer Hub in the main navigation.
2. Select Integrations.
   
3. Under Order tracking, toggle the switch on, then choose your provider from the dropdown:
   • Wonderment
   • Malamo
     
4. Click Save.

Customer Hub will now use the provider you selected for shipment tracking details.

Fallback behavior

If Customer Hub cannot access data from Wonderment or Malamo for a specific order, it will automatically show tracking information from Shopify. This ensures your customers always see the latest available order status.

Additional resources

• How to show a help button on the orders tab in Customer Hub
• How to display product recommendations in Customer Hub
• How to connect your returns provider to Customer Hub