Setting supplementary text for public order statuses
The supplementary text for public order statuses (Track & Trace) allows you to provide the customer with clear information about what is happening with their shipment at a specific step of order processing. Set the texts in the Track & Trace section, where for each of the standard statuses (Received, Processing, Shipped, Delivered) you assign internal eshop statuses and fill in a concise supplementary text for the customer.
Where to set additional texts
In the Track & Trace settings open the public order configuration and find the section for status mapping. For each public status select the corresponding internal eshop statuses from the dropdown and fill in the "Supplementary text" field, which will be shown to the customer on the public order page.
Localization of texts
Enter the main additional text in the shop's primary localization and then use the "Translate" button to create versions for individual delivery countries. The displayed language of the public order is determined by the delivery country, but the customer can also change it on the page.
Content and form of the supplementary text
Write short, specific and useful information — for example “The order has been shipped, you will receive an email with the tracking number shortly.” Avoid internal abbreviations and state the expected next step for the customer. The text may also include contact instructions in case of problems or information about the expected delivery time.
Testing and good practices
After configuring, always open the preview of the public order via the Track & Trace button in the order detail and verify that the correct text is shown for the different internal states. Map multiple internal states to a single public state where it means the same for the customer, and update texts when processes change in fulfillment or support.
The “Supplementary text” field is part of the Track & Trace settings. For each public status (Received, Processing, Sent, Delivered) click the corresponding settings row and insert text into the field designated for that status.
Enter the main text in the primary localization and then use the "Translate" button to add translations for other countries. The public order is displayed by default in the language according to the delivery country, however the customer can choose the language manually.
Yes, if you need to distinguish by other criteria, use more detailed rules or remap internal states so that one public state corresponds to multiple internal states, or adjust texts for specific scenarios and languages.
We recommend writing concise and clear texts, localizing them into the languages used by your customers and testing the display via the Track & Trace button in the order detail after editing. This will reduce the number of customer support inquiries and improve the customer experience.