Public order (Track & Trace): overview and purpose
The public order (Track & Trace) is an external page you can send to a customer so they can check the order status, download the invoice, track the shipment and possibly file a complaint or cancel the order. The link to the public order is generated automatically by the system and can be inserted into an email or shared manually with the customer.
What is a public order and why use it
A public order is a public page with the order details that the customer receives via a link. It displays the order status, billing and delivery details, list of products, shipment number and a link to track the courier. The page also displays information from the courier, for example the text "The shipment is at the depot", and the payment status of the order.
Settings and status mapping
In the Track & Trace settings you can define 4 main public order statuses: Received, Processing, Shipped and Delivered. For each status you assign eshop statuses and an additional text that will be shown to the customer. Supplementary texts can be translated into multiple languages according to the delivery country of the order.
Public order content
On the customer page they will find order details, the option to download the issued invoice if the accounting system is connected, a link to track the shipment with the courier and information about the delivery status. If you have active integrations with Couriers and the accounting system, this data is automatically displayed in the public order.
Customer interactions: complaints and change of pickup point
The public order can allow complaints or cancellations if you enable these functions in the settings. It is also possible for the customer to change the pickup location according to the timeout setting in the map settings. All complaint submissions or customer statements will then appear in the admin in the Complaints section and in the public order.
How is the link to the public order generated?
The system generates a unique public link for each order, the link format is for example “https://fynode.com/orders/public/{ID}/{TOKEN}”. You can insert this link into automated emails or send it manually to the customer.
Can a customer file a complaint or cancel an order via the public order?
Yes. If you have “Enable claims” or “Enable cancellation” enabled in settings, the customer will see the corresponding buttons on the public page and submissions will appear in your admin interface, where you process them in the Claims section or according to the state set after cancellation.
How is the display language of the public order handled?
The public order is displayed in most languages and the default language is based on the delivery country in the order. The customer can change the language on the page and you can translate supplementary texts for each supported country in the Track & Trace settings.