Advanced Branded Tracking for eCommerce

Advanced Branded Tracking for eCommerce

This is an Add-on feature. It can be enabled by your MachShip Owner. If you're unsure who this is, please contact our Support team for help and we'll point you in the right direction.


Delivery is the last moment of the buying experience, and too often it's handed over to a carrier's or platform's generic page.
Machship's Advanced Branded Tracking (ABT) keeps that moment connected to the Merchant. Every tracking page, order lookup and delivery notification carries your logo, colors, imagery, video and product recommendations.

Customers stay with the merchant's brand from checkout to the when the parcel arrives at the front door, instead of being passed to someone else halfway through.

What it means for merchants

•             Brand Trust that lasts. Customers hear from and communicate with the brand they bought from at every step, not a carrier. 

•        Fewer ‘where is my order?’(WISMO) enquiries. Up to date maps, timelines or delivery windows that answer questions before they are asked.

•        More repeat sales. Product recommendations, video and images that reach customers while they're engaged and waiting.

•        Consent done properly. Marketing information only shown to customers who've opted-in or are subscribed to receive the content.


Before you start

Enable add-on: Advanced Branded Tracking (ABT) is an add-on, so it needs to be enabled before you can use it. If you can’t see Advanced Branded Tracking in the Admin menu, the add-on hasn’t been enabled yet. To enable, select Explore Add-ons in the blue banner at the top of MachShip or select the cog icon at the top right, then select Explore Add-ons. 

Note: Only your MachShip Owner can enable add-ons.

Check user permissions: Users need the Tracking Page Templates permission to use Advanced Branded Tracking. You’ll find it in the Company permission set. Make sure it’s enabled for each user role that needs access.

Have your assets ready: Setup is faster if you have these ready:
  • Logo and hero image(s): hosted online, so you can paste in their web addresses (URLs).
  • Brand colours: as hex codes, for example #720d2e.
  • Business details: your legal name, trading name, and an email address for unsubscribe requests.
  • Video link (optional): a YouTube or Vimeo URL, if you want to show a video.
  • Product recommendations (optional): product titles, product images, and working links to your online store.
  • Support contact details: check that your support phone number, email, and website are up to date in your company settings.

 Step 1 ·  Open Advanced Branded Tracking

From the top menu, open Admin and select Advanced Branded Tracking, listed under Rules.

This is home base for every branded touchpoint your customers see after they buy: the tracking page, the order lookup page and delivery notifications.

Why it matters: This is the one place to manage the whole post-purchase experience and where your brand looks the same everywhere, instead of being split across carrier emails and ecommerce platform pages you don't control.


Step 2 · Get to know the editor

The editor opens on the Tracking page. Your sections sit on the left and a live preview on the right. Expand a section to edit it.

You can drag the handles to reorder and easily switch between Desktop and Mobile. 
Activate the feature in the page.  Save Draft keeps work private.
Selecting Publish makes it live and viewable by the receivers of the content. 


Why it matters: You see exactly what your customers will see before it goes out, so every change is deliberate and on-brand.


Step 3 · Marketing consent

Marketing consent comes first and is required by law. This is where customers are able to consent to receiving marketing content  (Opt-In) or Unsubscribe (Opt-Out). 

Enter your Legal Name, Trading Name and the email address customers can use to Unsubscribe. Alternately, you can select Use company details to auto populate these fields from your account information.

A panel shows the exact policy wording recipients will read and are agreeing to when they Opt-In. The wording will include your Privacy Policy link and an Unsubscribe option available to them at all times. This is required by law. 

Why it matters: Clear consent wording names your business and tells customers how to Opt-Out. It protects you and shows customers you respect their inbox, the law and established trust boundaries.


Branding 

This is the color formatting linked to your business throughout the page. It will be the color used in action selection buttons and representing the parcel's location in transit on a map.  See below.  This color should be aligned to your branding. 

Why it matters: Keeping your iconic colours consistent through all messaging helps to build traction and recognition with the customer. 



Header: Your logo and colors

Turn on the header button to put your logo into the top of the page.  

Paste your logo's web address (URL), then set the background color with a hex code, such as #720d2e if your color pallet is unique. Alternately select from the color picker.

Why it matters: Your logo and colors are the first thing customers see, confirming instantly that the update comes from you. Keeping the brand experience consistent is essential for the desired brand experience and value. 



Hero image

Turn on the hero image and paste the URL of a banner image, such as the latest campaign shot, a seasonal promotion or a recent lifestyle photo. It sits in a large panel directly below the header for maximise impact. 


Why it matters: A strong hero image turns a functional tracking page into a deliberate branded moment, carrying the right look and feel of your store throughout the entire delivery journey. 



Delivery map

Turn on the delivery map to show the parcel's journey from sender to receiver, with its progress marked along the route. 

Choose from default views and a zoom level to control what customers see first: Auto (fit everything), Zoom to sender, Zoom to receiver or Zoom to route.
The Zoom to Route shows the whole journey, while focusing on the Sender and Receiver views will only show one end of the trip. 

Why it matters: A map answers: ‘where is my order?’ at a glance. That alone builds immediate confidence in the brand and cuts down the number of calls and emails to your customer support team. Focusing at either the Senders or Receivers location puts a time scale perspective of when customer can expect delivery. 




Delivery map: Zoom to Receiver

With Zoom to Receiver selected, the map centers on the sender's location at street level, with nearby roads and suburbs labelled. Use it when you want customers to see where their order is going to. 


Why it matters: Showing the starting or ending point makes the journey feel real and traceable, so customers trust that their order is genuinely on its way, and can gauge for themselves how far it is from physically arriving.
   
 

Delivery map: set the zoom level

Setting the zoom level will fine-tune how detailed the map shows the journey path. Higher numbers zoom in to street detail; lower numbers zoom out to the surrounding area. Here, changing the zoom from 15 to 10 shows the wider suburbs and surrounding areas. 


Why it matters: The right zoom gives customers useful context without pinching or scrolling, so the page is easy to read on any device.



Tracking Updates

  1. Arrives on: Show a fulfilment headline as a concise summary of when receivers can expect delivery.  
  2. Show Timeline: Displays a summarised view of where the Parcel is in the overall journey. From Order Placed to Delivered. 
  3. Delivery Details: Shows when (date and time) of when the parcel will arrive at the receiver's doorstep. 
  1. Enable Item Level Tracking: Shows the last time it was scanned with a timestamp by the carrier. 
Why it matters: Clear, honest progress updates set expectations early, so customers trust the date and delivery completion times you give them.


Compact View 

Selecting a Compact View option presents the delivery information in a concise and tidy format for the receiver to look up and absorb. 




Show the Delivery address, with the merchant support teams' contact details in the event the customer needs to make contact before the item(s) arrive. E.g. A wrong address is posted. 




Packages lists will show the boxes, cartons, satchels or pallets being shipped, with quantity. Dimensions and weight data is provided. 



Item Total will display a detailed profile of what is being shipped. 



Supporting Tracking information such as The Tracking ID, Order ID and the carrier Tracking ID can also be provided to the customer for their records or in the event they need to contact third parties (such as carrier) involved in the fulfillment of this order. 


Why it matters: Customers can check details and flag problems early, preventing failed deliveries.

Subscriber Options


Why it matters: Puts the receiver in control of how often they want to receive updates on their delivery, and by what means. 




Notification settings

Choose which notifications go out, and how, for each tracking event: Order placed, Picked up, In transit, Out for delivery and Delivered. Turn email and SMS On or Off separately for every stage.


Why it matters: Every message carries your brand and arrives when it matters most. Customers stay informed without being flooded, and the relationship stays with you, not the carrier.




Video

Turn on Video and paste a YouTube or Vimeo link. It’s automatically converted into an embedded player. Use it for brand stories, product launches or how-to content.

The Show products, video and images to child companies setting applies to all three marketing sections. Only turn it on if the companies below yours share the same brand.

Why it matters: Video keeps customers engaged while they wait - turning delivery transit time into branding time.



            

Product Recommendations

Add products promotions customers might be interested to buy next. Customers often come back to their tracking page while they wait to receive their parcels delivery update. 

For each one, enter a title, image URL, button text such as Shop now, and the link to that product in your store. Each product appears as a shoppable card on the tracking page.


Why it matters: Listed product recommendations put your new or sale items range in front of an engaged shopper and can turn a delivery update into a repeat sale.



Product recommendations: Add more products

Select Add Product to build out your range and use the bin icon to remove. 

Each product gets its own card, laid out in a formatted grid on the page.

Why it matters: A curated set, such as complementary items, new arrivals or last-minute sale items, keeps your offer fresh and relevant to what the customer just bought.




Rating and support contact

Turn on Rating to invite customers to score their overall, shopping and delivery experience out of five stars as well as add comments.

Total number of reviews and average ratings for each order will show in the Reviews page. See image below. 
Support contact displays your phone, email and website from company settings, so customers know who to ask.

Why it matters: Asking for feedback shows you care about your customers experience, gives you insight to act on, and easy access to help stop small issues becoming lost customers.



Reviews of ratings are summarised in a table:



Customer Support Contact 



Delivery Note

Add any specific notes, disclosures, tips or instructions that accompany the delivery. Receivers will see this if activated. E.g. Do not leave Unattended. 


Images

Turn on Images to add a gallery of promotional or lifestyle images, such as upcoming offers, new collections or styling ideas.

Paste an image URL for each and use the bin icon to remove any they no longer apply. Add more images by selecting Add Image. Delete images by selecting the Bin icon. 

Like video and products, images only show to customers who've Opted-In to receive marketing content.

Why it matters: A visual gallery extends your store's look and feel into the delivery, keeping your brand top of mind until the parcel arrives.



Turn on the footer to finish the page with your own links, such as Return policy, Terms and conditions, Unsubscribe and Support.  

Set the background and text colous with hex codes, add each link's text and URL, and select Add link for more.

Why it matters: A branded footer gives customers answers without leaving your experience, and makes policies like returns easy to find.






Step 4 · Setting up Order Page

Online order lookup options

Open the Order Page tab at the top right-hand side and turn on Lookup Options to show a Track your order form over your hero image.

Customers search by Order lookup (order number plus the email or phone on the delivery) or Delivery Tracking (MachShip ID). For security, the tracking link is sent to that email or phone rather than opened on the page.


Why it matters: Customers get a merchant branded way to find their order themselves, and only the recipient can follow it. This saves the merchant time and money from their Customer Support team looking it up and conveying the information to the customer. Similarly, it saves the customer time and delay making those calls into the merchants' support team to get a status update. 


Customising the online order lookup form styling

Style the form customers will complete to look up their orders for tracking. This needs to both functional, yet on brand. The template allows for a light hero image watermark to maintain the branding effect. 

Turn on form background, then set the Background Color, opacity (for example 80%) and corner radius (for example 8 px). You can also change the Search Title.

Why it matters: A clear, on-brand form makes self-service effortless, so customers find their order quickly instead of contacting your team. Keeps the brand exposure experience consistent with every view and communication the customer is sent. 






Step 5: Export, import and publish

Export, import and publish

Select Export to save your page design as a file (JSON), and Import to load a saved design back in.

Each page exports separately, for example one file for the tracking page and one for the order page. Reset to default restores the original layout. Changes stay private as a draft until you select Publish.

Why it matters: Your branded experience is easy to back up, reuse and roll out consistently across every brand or location. JSON files can be designed, curated and built in advanced and activated in seconds at the right time of the campaign or date. 



Switching between Desktop View and Mobile View

Select one of the View options at the top of the page. Designs can be seen as your customers will see them in either Desktop or Mobile view. 


Preview Designs before Publishing

Located at the top right-hand side of the screen, the Preview selection button allows the user to see the design layout on the screen as Customer viewing it would. To close the preview, select the X at the top right corner of the page. 



Save Draft 

Designs can be built at your pace. To save semi completed drafts, select the Save Drafts button at the top right-hand side of the page. 



Publishing and Version History

When designs are built and ready for publishing, select the Publish button at the top right corner. Version History will show all previous iterations of the design. Users can also Unpublish or Delete Template from the list.  




Troubleshooting and FAQs

The questions merchants and their customers ask most, with what to check first.

Question

What to check

I can't find Advanced Branded Tracking in the Admin menu.

ABT is an add-on. Select Explore Add-ons in the banner, or contact the account manager to have it enabled.

My changes aren't showing on the live page.

Save Draft keeps changes private. Select Publish to put them live.

A customer can't see products, video or images.

These only appear once the customer opts in to marketing on their tracking page.

Visitors who can't be identified never see them. This is by design 

A child company is missing our products, video and images, or is showing another business's.

Check Show products, video and images to child companies.

Only turn it on when the companies below yours are the same brand

The video won't play.

Use a YouTube or Vimeo link. It's converted to an embedded player automatically

An image or logo isn't appearing.

Check the URL is a public web address that opens the image directly in a browser.

The map is too close in or too far out.

Change the default view, or adjust the zoom level.

Higher numbers zoom in. 

Item totals aren't showing.

Totals are hidden when the company's tracking settings hide the items.

The support contact block is missing.

It uses the phone, email and website in company settings. It's hidden when there's nothing to show, or when those details are hidden in the company's tracking settings.

A customer didn't receive an email or SMS.

Check the event and channel are switched on in Notification settings and that the customer has Subscribed to updates.

Moving the Lookup options section on the order page does nothing.

When the hero image has a URL, the form sits on top of the hero, so reordering has no effect while the overlay is active.

I want the same design for another brand or location.

Export the page, then Import the file on the other company.

Each page exports separately