Tracking
Real-time tracking on every shipment, with two surfaces: a public buyer-facing tracking page that goes out on dispatch, and a merchant view inside your SamVertex account that shows everything across all your orders. Below is how tracking numbers are generated, where they appear, and what updates trigger which surface.
SVX tracking numbers
Section titled “SVX tracking numbers”Every shipment gets an SVX tracking number, the prefix SVX followed by 9 digits. Example: SVX196731448.
- When it is generated: at order intake, the moment the order moves from Received to Validated.
- Immutable. The tracking number stays the same through every state change, including failed delivery attempts and customer-initiated returns.
- Shared with the customer automatically. On dispatch, the tracking number flows to the buyer through your storefront’s standard notification path (Shopify shipping email, Amazon Seller Central tracking field, etc.) and through our own SMS and WhatsApp to the buyer.
- One number per parcel. Multi-parcel shipments get one number per parcel; the order detail view links the parcels together.
Public tracking page
Section titled “Public tracking page”The buyer-facing surface is at https://samvertex.com/track/?tracking=SVX196731448 (the tracking parameter loads the specific shipment). The SMS and email notifications go out with the full URL pre-filled per order.
- What the buyer sees: order status, expected delivery window, the merchant name (your store), the destination Emirate, and a reschedule button while the order is still in delivery. Driver name and live location appear once the parcel is Out for delivery.
- What the buyer does not see: other orders on the route, full driver contact details, internal operational notes, your other customers’ data.
- Privacy: only the merchant whose order it is can see the order detail; the public tracking page shows the buyer their own order only.
- Branded with your store name. The page surfaces your store name and logo; SamVertex branding stays minimal unless you want it more prominent.
- Reschedule and contact options. The buyer can request a window change once free of charge; a WhatsApp shortcut to the driver appears when the parcel is on the route.
Merchant tracking view
Section titled “Merchant tracking view”Your SamVertex account exposes the full operational view across every order you have with us.
- All shipments in one list. Filter by status (Out for delivery, Delivered, Returned, etc.), by Emirate, by date range, by source platform.
- Search. By tracking number, customer name, customer phone, or your own order reference.
- Per-order detail view. The full order history including timestamps, photos, signatures, and any failed-attempt reasons.
- Aggregate metrics. On-time rate, average transit time per Emirate, refusal rate per Emirate, trends week over week.
- Exports. Per-order detail or aggregate metrics download as CSV for accounting or operational review.
When tracking updates
Section titled “When tracking updates”Status changes push in real time.
- State transitions. Each move through the order lifecycle (Validated, Picked, Packed, Ready for dispatch, Out for delivery, Delivered) updates both surfaces immediately.
- Driver POD upload. When the driver captures the door-step photo and signature, both append to the order and surface in the merchant view; the buyer’s tracking page shows Delivered.
- Failed attempts. A failed delivery attempt updates the public page with the failure reason and the next attempt window if scheduled; the merchant view shows the same plus the captured photo from the door if the driver could safely take one.
- Returns. Once the parcel is at our returns dock, the merchant view shows Returned with the photo proof from collection.
Sharing with customers
Section titled “Sharing with customers”Three channels fire automatically. Two more are configurable.
- Automatic on dispatch: SMS to the buyer with the tracking link.
- Automatic on dispatch: Email to the buyer (when email is on file from the source platform) via the source platform’s standard notification (Shopify, Amazon).
- Automatic on dispatch: WhatsApp message to the buyer with the tracking link.
- Optional: Pre-delivery courtesy SMS the morning of delivery for COD orders. Configurable per merchant.
- Optional: Driver WhatsApp 15 minutes before arrival. On by default; can be disabled per merchant.
For Shopify orders, the tracking link is also attached to the Shopify fulfilment object so the buyer’s order page on your storefront shows the live tracking link clickable.