g7

Order Tracking and History at a glance

Site Genre: Pattern Group g

magnify imageFigure G7.1 Nordstrom’s Web site shows clear order detail, including shipping destination, product detail, quantity, price, gift options, and shipping methods and charges for each item ordered, as well as tax and totals.

Background

PERSONAL E-COMMERCE (A1) establishes how people can order online and complete their orders through the QUICK-FLOW CHECKOUT (F1) process. After completing an order, customers receive an ORDER CONFIRMATION AND THANK-YOU (F8) message. Some customers might also like to check the status of their shipment. This pattern provides the core for tracking e-commerce orders.

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PROBLEM

When customers place online orders, the details about order status and shipping become important. If this information is not easily available online, the cost of processing customer inquiries increases dramatically.

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SOLUTION

magnify image Figure G7.4 Provide a secure order tracking and history system to let customers check on their past and pending orders.

Require customers to sign in to review and modify their orders. Give them access to an order history that categorizes orders as pending, shipped, or completed. Display the selected orders chronologically, listing the order number, as well as the contents of the order if the list is not too long. For pending orders, indicate each item’s availability, and allow modification of everything from shipping and billing to products and options. For orders you have already shipped, allow order tracking by interfacing with the shipper’s database and displaying the shipment way station history.

Other Patterns to Consider

To gain access to their account information, returning customers must use the SIGN-IN/NEW ACCOUNT (H2) page. Once the account has been accessed, provide customers with their order history sorted by CHRONOLOGICAL ORGANIZATION (B6). If the list of items in an order is not too long, indicate the contents of the order. If a customer wishes to change an order, provide ACTION BUTTONS (K4) to edit different parts of the order. For modifying shipping address and method, use QUICK ADDRESS SELECTION (F4) and MULTIPLE DESTINATIONS (G5). For customers modifying billing information, access the PAYMENT METHOD (F6) page. Allow customers to change items using CLEAN PRODUCT DETAIL (F2) pages and the SHOPPING CART (F3). To update gift options, use GIFT GIVING (G6).

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