Track evaluation pack
nShift Track: The questions buyers ask, answered
Evaluating post-purchase tracking? Start here.
What customer experience, operations, IT, security and procurement ask about nShift Track
On Monday at 9am the support inbox tells you how the weekend's deliveries went, and every where-is-my-order message in it is a tracking page that failed to answer first. A serious evaluation asks the same things every time: what this does to contact volume, whether alerts reach the customer before the complaint reaches you, whether the data reaches your own systems, and what the SLA names in writing. Every answer here carries the evidence beside it.
What customer experience asks
Customer experience owns the inbox, so they start with what tracking does to contact volume.
What does nShift Track do to where-is-my-order contact volume?
It cuts it, and customers have published the numbers. ICANIWILL runs 400,000 shipments a year through nShift Track and measured a 50% reduction in delivery-related questions, worth around EUR 12,000 saved every year. Hatstore measured a 90% drop in tracking queries, and Apotea a 27% reduction in customer service calls.
Can the tracking experience carry our brand?
Yes, end to end. Tracking pages take your logo, hero image or video, colors, and fonts, with campaign modules linking to your store, consumer ratings, and split-shipment display; several brands each get their own profile. ICANIWILL's branded shipping confirmations reach a 25% click-through rate against an industry average of around 18%, and Quiz reports 5x its average email click-through.
Can notifications match every market we sell in?
Yes. Email and SMS templates are drag-and-drop with 44 merge tags and attachments such as a return label, versioned per language and per destination country. Emails send from your own domain with SPF and DKIM, do-not-disturb hours hold messages until morning, near-simultaneous events dedupe instead of double-sending, and tracking passes can go to Apple Wallet (iPhone only). One cost to plan for: SMS carries transactional messaging costs.
Can we reach the customer before they contact us?
Yes, and on silence as well as on events. Advanced notification profiles trigger on non-events: no Delivered scan within three days of out-for-delivery, or a shipment past its carrier ETA. Galvin Green runs on that model: "If we know a shipment is at risk, we can contact the customer before they have to contact us."
What operations asks
Operations reads the exception queue. What the data covers, and what it can prove, decides whether that queue shrinks.
Do we get one status language across carriers?
Yes. Hundreds of carrier-specific statuses from across the nShift integrated carrier library are normalized into seven main categories, with a published vocabulary underneath: Created, Out for delivery, Delayed, Damaged, Failed delivery attempt, Lost, and more. The original carrier status stays visible next to the normalized one. Two limits worth knowing up front: custom carriers are excluded from normalization, and not every carrier returns status or ETA data; some need activation first.
Can customer service watch problems live?
Yes. Radar is a live monitor of shipments by current status: out for delivery, delayed, in exception. It updates continuously, so the team works today's problems rather than yesterday's export.
Can we hold carriers to their promised delivery times?
Yes, where the data supports it. Carrier Performance reporting measures on-time delivery against SLA per product and service and compares carriers side by side; nShift builds the SLA configuration from your carrier agreements. It requires carrier return data, so coverage follows your carrier mix.
Does it cover our own fleet and multi-leg shipments?
Yes. The Scan App adds delivery milestones for own-fleet and last-leg handling, including proof of delivery and recipient signatures. Containers propagate events from parent to children across multiple levels, so one pallet scan updates every parcel inside it.
What IT asks
This integration will outlive the demo. Here is how data gets in and out.
How do we integrate it?
Through documented APIs with a public Swagger spec. The ShipmentData API (REST, JSON) reads shipment information, ETAs, tracking URLs, documents, and POD PDFs, and writes events, documents, address updates, and anonymization requests. Around it: the Container API, the CustomizationAPI for signed expiring tracking URLs, the Notifications API for sending from your own address, and the PortalData Export webhook for event-triggered or interval exports.
Where does the tracking data come from?
From your booking flow and from the field. Shipment data flows in from nShift book-and-print products (nShift Ship, the on-premises products, Shipment Server), then gets enriched by carrier return data, Scan App events, and anything you write through the API.
How do systems authenticate?
OAuth 2.0 client credentials with one-hour bearer tokens and narrow named scopes. Secrets display once at creation and tokens are revocable, API configuration is admin-only, and every call is automatically scoped to the caller's own actors and carriers. Rate limits are set per subscription and answered with HTTP 429.
Can we embed tracking in our own site safely?
Yes. The tracking page embeds as an iframe or JavaScript widget on domains you allowlist, and the CustomizationAPI issues signed, encrypted, expiring tracking URLs, so a link cannot be guessed or reused indefinitely.
What security asks
Security signs off before the deal moves, and for tracking the first question is consumer data.
What does an anonymous visitor see on a public tracking page?
Country and city only, with prices hidden, by default. Private events are hidden from anonymous searches, public tracking search works by barcode or order number, and in 3PL setups data is scoped per member account.
How is personal data protected and removed?
The controls run through the product. The ShipmentData API includes an anonymize-shipment endpoint, tracking URLs can be signed and expiring, the profile configuration carries an explicit GDPR responsibility note, and Scan App live-GPS positions delete automatically after 24 hours.
What certifications do you hold?
ISO 27001 certified, with the certificate available on request. Certification body: DNV. Platform-level security answers, including hosting and data handling, are documented on the nShift trust and security page.
What procurement asks
Procurement wants the commitment in writing, ideally with the product named in the document.
Is uptime committed in writing for Track specifically?
Yes. nShift commits to 99.9% uptime in the Ship and Track service level agreement, which covers Track by name. You can also check us without asking: Track Dashboard, Track Shipment Export, Track Carrier Data API, and Track Shipment Data API are named components on the public nShift status page, with live status and 90-day uptime history visible to anyone.
How is the product packaged?
Subscription tiers, with optional addons including the Scan App, custom branding, proof of delivery, containerization, and live tracking. Data storage runs the current year plus one as standard, and the current year plus seven on the Premium tier. Pricing is tailored to volumes and handled per deal.
Who outside nShift has validated this product?
The award case is a customer's. nShift and ICANIWILL are finalists for the EV Cargo Digital Excellence Award at the Retail Week Awards 2026 and shortlisted for Customer Experience Innovation of the Year at the Retail Systems Awards 2026, both for post-purchase delivery communication built on nShift Track. Platform-wide, nShift is named in the Gartner Market Guide for Multicarrier Parcel Management (2024) and the Gartner Innovation Insight for Postpurchase Delivery Experience (2025).
Can you provide references?
Reference customers matched by size, sector, and geography, on request. Published Track stories include ICANIWILL, Quiz, Galvin Green, Hatstore, and Apotea.
The full answer set for your RFP
The Track RFP and Security Pack brings the security answers, the verified detail behind every claim on this page, and a ready-to-use response to the questions evaluation teams ask most.
Rather talk it through?
If your evaluation runs into a question this page does not answer, or you want the WISMO evidence, the notification setup, and the integration path mapped to your own carriers and markets, book a short demo. Bring the questions your committee still has and we will work through them together.
Shipment statusCopenhagen → Hamburg
DHLOut for deliverytoday09:40
PNDeliveredPostNord · 14:1214:12
DPDDPDIn transit · DPD16:05