Customer Notifications and Order Tracking Page

Enabling and Disabling sending Tracking link for Customers

To manage the sending of tracking links to customers, you have the flexibility to enable or disable this feature on both the Global and Pick-Up levels.

To manage text notifications on Global level, navigate to Properties > Global Settings > Notifications > Tracking link:

You can set the following options:

• Send Tracking link to customers: Choose between sending the tracking link via text message, email, both ways, or disable it altogether.
• Enable Feedback Collection: For more details on this feature, refer to our separate article.
• First Notification Step: Choose when the first tracking link should be sent to the customer. Options include:
  • Order received: When the order is placed in Cartwheel.
  • Pick-up completed: When the driver picks up the order and is on the way to deliver it to the customer.
  • Order delivered: If you prefer not to send the tracking link at all, but still want to collect feedback

You can also customize these settings on a Pick-Up level, and they will take precedence over the Global level settings.

To do this, go to Properties > Pick-Up Locations, choose the relevant location (or create a new one), click Edit, and then navigate to Customer Text notifications.

Please note that the First Notification Step can only be chosen on the Global level. By default, "Enable from Global" will be selected for this setting on all Pick-Up locations.

Real-time Order Tracking Page

Based on your account settings, clients will receive a tracking link either upon order creation or after the driver picks up the order. This tracking link can be sent via text message and/or email:

By clicking on the link, customers are redirected to the Real-time Order Tracking Page. Here, they can monitor the order in real-time, view the estimated time of arrival (ETA), distance, the driver's name, and contact information. To ensure security, you can use masked phone numbers for customer-driver communication.

Tracking Page Customization

The Tracking page, by default, features the Cartwheel logo, brand colors, and no promo banner. You can customize your tracking page by uploading your logo and promo banner or by changing your primary color under Properties > Global Settings > Notifications > Tracking Page Customization:

• Upload logo: Click on the upload icon and select the logo file (PNG or SVG format).
• Logo Height: Choose the height of the logo from the options:
  • Small (35px) - works best for most horizontal logos.
  • Medium (50px) - could work for horizontal and vertical logos.
  • Large (50px) - works best for vertical logos.
• Logo Link: Enter the URL that will open when a customer clicks on your company logo on the Order Tracking page.
• Primary Color: Enter the color code in the HEX format (e.g., #000000) or choose a color from the color picker.
• Promo Banner: Click on the upload icon and select the banner file (PNG or SVG format).
• Banner link: Enter the URL that will open when a customer clicks on the banner on the Order Tracking page.
• Show POD photo:  Check the box to display the delivery photo on the feedback page. Find more information about Feedback collection in our article.

Customer Text Message Customisation

You can also customize text messages your clients will receive. In the Properties - Global Settings - Notification - Messages section, you will find several default text options for messages displayed in the list. You have the flexibility to either use the provided ready-made messages or create your own custom versions:

To write your own text, you can use the following placeholders to automatically populate dynamic information in the message:

• {pickup}: This placeholder automatically pulls the name of the store.
• {link}: This placeholder automatically inserts the link to the tracking page.
• {name}: This placeholder automatically fetches the name of the customer from the order.
• {number}: This placeholder automatically retrieves the number of additional stops for the driver.

If you have specific requirements, don't hesitate to get in touch with our support team at [e-mail]. We’ll be happy to help you set up a customized script to meet your needs.

Additionally, you can configure email and text notifications for managers regarding order updates and status changes. Learn how to do this in our Manager Notifications article.