Clear, straightforward answers about connecting your couriers, sending customer WhatsApp alerts, stopping failed delivery returns, and printing official return slips.
1. Couriers & Tracking
Do I have to change or close my existing courier accounts?
No, absolutely not. You keep your exact same courier accounts, rates, and credit arrangements with Domex, Pronto, Koombiyo, CityPak, and Fardar. TrackMe simply connects to your existing courier accounts so all your package statuses show in one place and WhatsApp updates send automatically.
Which couriers are currently supported?
TrackMe supports Sri Lanka's leading domestic couriers: Domex Logistics, Pronto Lanka, Koombiyo Delivery, CityPak Domestic, and Fardar Express. Our system recognizes tracking numbers automatically by format.
How often does TrackMe check for delivery updates?
TrackMe runs continuous background checks on all in-transit parcels throughout the day. When a parcel moves from transit to "Out for Delivery" or "Delivered", your dashboard and customer alerts update in real-time.
2. WhatsApp & Customer Updates
Can WhatsApp delivery notifications be sent from our store's own phone number?
Yes! In your TrackMe dashboard, you simply scan a QR code with your phone (just like connecting WhatsApp Web on your computer). All tracking updates are sent directly from your own phone number with your store name and profile photo.
Are there extra per-message fees for WhatsApp?
No. Because TrackMe pairs directly with your own WhatsApp phone number via QR scan, there are zero third-party per-conversation or per-message fees. Everything is included in your monthly plan.
What happens if the buyer's phone number doesn't have WhatsApp?
TrackMe includes an automatic SMS fallback option powered by Text.lk. If a phone number cannot receive WhatsApp messages, an SMS alert with the live tracking link is dispatched automatically.
3. Cash on Delivery (COD) Protection
How does TrackMe stop failed Cash on Delivery (COD) returns?
Most failed deliveries happen when riders arrive unexpectedly and the buyer is away or has no cash on hand. TrackMe automatically detects when a shipment is marked "Out for Delivery" and immediately sends a friendly WhatsApp message with the arrival window and exact cash amount to keep ready for the rider.
4. Product Returns & Size Exchanges
How do printable return delivery slips eliminate courier rider arguments?
When you approve an exchange or return, TrackMe prints an official Reverse Delivery Slip with clear instructions in bold: either STORE PAYS DELIVERY FEE (DO NOT CHARGE CUSTOMER) or CUSTOMER PAYS RIDER CASH. Courier riders read the slip directly, eliminating any doorstep arguments.
Do customers have to download an app or register an account?
No apps or signups needed. Customers receive an instant WhatsApp or SMS message with a link. Tapping it immediately opens your store's branded tracking page on their phone in one second.
5. Store Integrations & Onboarding
Does TrackMe work with Shopify and WooCommerce?
Yes! TrackMe has a 1-click Shopify connection and a dedicated WordPress WooCommerce plugin. When you fulfill orders in Shopify or WooCommerce, waybills sync automatically and order statuses update to Delivered upon completion.
What if I sell on Instagram or Facebook without an e-commerce website?
You can simply upload your daily courier Excel or CSV spreadsheet. TrackMe imports all orders in seconds and immediately starts sending WhatsApp updates to your buyers.
How fast is merchant setup?
Under 5 minutes. Sign up for an account, connect your store or upload a spreadsheet, scan your WhatsApp QR code, and your tracking automation is ready immediately.
Have More Questions? We're Here to Help
Our Colombo-based merchant success team is available to assist you with store setup and courier onboarding.
