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
- Malomo
If no provider is connected, tracking information from Shopify is shown by default.
These order tracking providers are available for standard Shopify storefronts and Shopify Headless. Third-party order tracking is not supported for WooCommerce. For other WooCommerce features, see Getting started with Customer Hub for WooCommerce.
Before you begin
Before you connect an order tracking provider, make sure:
- Customer Hub is enabled in your Klaviyo account.
- Your account has access to paid Customer Hub features. If Order tracking shows an upgrade prompt, upgrade your Customer Hub plan before connecting a provider.
- You have installed and set up Wonderment or Malomo in Shopify.
- The integration for your chosen provider is enabled in Klaviyo.
If you’re using Malomo, make sure you’ve created a branded tracking page in your Malomo account before enabling the integration. Otherwise, customers won’t be able to open your branded Malomo tracking page.
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 uses the shipment tracking link supplied by Shopify, falling back to the Shopify order details page if no shipment tracking link is available.
- An estimated delivery date is shown when available, along with a shipment progress bar.
When an alternative order tracking provider (Wonderment or Malomo) 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 opens the Wonderment or Malomo tracking page when the provider supplies a tracking link. Otherwise, it uses the Shopify tracking or order details link.
- An estimated delivery date and progress bar are displayed (when available).
- Shipment status is updated based on your provider’s tracking data. Statuses include:
- Order placed
- Label created
- Shipped
- In transit
- Out for delivery
- Delivered
- If there is a delay, return to sender, or shipment error, Customer Hub displays a descriptive status based on provider data and hides the progress bar.
Connect your order tracking provider
- In Klaviyo, go to Website > Customer Hub in the main navigation.
- Select Extensions.
- Under Order tracking, choose your provider from the dropdown:
- Wonderment
- Malomo
- Click Save.
Once Customer Hub is live on your site, it uses the provider you selected for shipment tracking details.
Fallback behavior
If no order tracking provider is enabled, Customer Hub uses Shopify information. If a provider supplies no tracking link or estimated delivery date, Customer Hub uses the corresponding Shopify information when available. Orders cancelled or refunded in Shopify keep their Shopify status.
Additional resources
- How to add a help button to the Customer Hub orders tab
Learn how to give your customers easy access to order-related support directly from the Customer Hub view. By configuring a Help setting in Klaviyo, you can add a "Get help" button on the order details page of your site's Customer Hub interface and control where customers are directed when they click it.
- How to display product recommendations in Customer Hub
Learn how to display personalized product recommendations in the Customer Hub drawer to tailor shopping experiences for your customers and drive conversions. By showing products that appeal to customers, you can improve conversion rates and provide cross-sell opportunities to increase average order value.
- How to connect your returns provider to Customer Hub
Learn how to connect your third-party returns management platform to Customer Hub. This setup allows customers to start returns right from the Customer Hub interface on your site, streamlining the returns experience and reducing strain on your support team.