It is highly recommended to implement tracking for your parcels and to provide the tracking number to your customers in the order tracking section. Buyers particularly appreciate being able to follow the progress of their package, which therefore impacts your customer satisfaction.
This tracking becomes mandatory for all orders with a value greater than or equal to €200.
When a buyer places an order in your shop:
- Verify that you actually have the item that is the subject of the purchase: the more your stock is updated, the more you will optimize your sales.
- After the order is confirmed, ship the item within 48 hours.
- Provide the tracking number no later than 5 days after the order is confirmed. As a reminder, the tracking number is not mandatory if your buyers have chosen the ‘Standard‘ shipping method.
If a buyer has not received a tracking number within 8 days after the order is confirmed, they will be able to cancel their order.
Confirm the shipment of orders (ImportItemShippingStatus) via our Webservice.
This webservice allows you to:
- Send the tracking number for multiple items
- Inform the customer that orders have been shipped for all shipping methods (including the ‘Standard‘ method), add a 1 tag< in the GetCurrentSales,> GetItemsInfos, <and GetBillingInformation webservices,> and activate expedited payout (provided that the seller account is eligible).
Calling this webservice triggers a message in the customer’s interface and sends them an email with the parcel link. The email will not contain a tracking link if the shipment is made using the ‘Standard‘ mode.
Advice: Be extra vigilant and implement a tracking number as soon as you ship your orders; your buyers’ satisfaction will only be better for it!
The list of your sales is accessible from the ‘All orders‘ section of your Rakuten account.
To be directed to the tracking of a specific order, click on the number of the item you are interested in.
It is from this page that you will be able to find information, messages, and emails regarding your transaction, as well as communicate with your buyers or manage any potential dispute.
You will find there in particular:
- All your exchanges (before and after the order) with your buyer;
- All emails from Rakuten Customer Service regarding the transaction;
- The order tracking explained in detail;
- The product description as well as the original listing (comments, photos, etc).
