You decide when your customer gets an update

Track & trace emails are one of the simplest ways to reassure customers after an order. But not every webshop wants to communicate at the same moments. That's why you can now decide for yourself in Zineps when your customer receives an update. A single targeted email or a fully guided journey: it's your call.

What's new?

Previously, the timing of updates was largely fixed. With the updated tracking settings, you decide per moment whether your customer gets an email. You can choose an update during the sorting process, on delivery, when there's a delivery issue, or when a return is created. Every combination is possible, from one single touchpoint to an email at every step of the delivery.

Good to know: the updates the carrier sends itself are separate from this. Your customer will keep receiving those. The settings in Zineps only control the emails you send from your own brand.

Where to find it

Go to Organisation and open the Tracking module. This takes you to the Track & Trace screen, with the settings on the left and a live preview of the email on the right.

How to set it up

On the General tab, first switch on Send Track & Trace emails and select the shop and sender. Below that, under When to send emails, tick each moment you want: Printed, Sorting process, Delivered and Delivery issue under Shipment updates, and Return created (portal) under Return updates.

Under Choose email template you decide whether to use the standard email or a Branded version with your own brand and logo.

If you chose Branded, you can also edit the email text on the Content tab: the subject, salutation, body and closing. With variables such as {{SenderName}} and {{CustomerName}}, everything stays personal automatically. With the Standard template, the Content tab only lets you pick the update moment and the language; the texts are fixed.

Don't want to use tracking at all? Switch the toggle off and no tracking emails will be sent from Zineps.

Why this is useful

Not every customer wants an email at every step, and not every webshop wants the same frequency. By choosing for yourself, you keep the communication on-brand: calm and targeted, or fully guided. You avoid unnecessary emails while making sure customers know exactly where their order is at the moments that matter.

Open the Tracking module and set your preferences in just a few clicks.