Delivery status in the customer portal: Order tracking in B2B with tracking and partial shipments
When B2B customers call, it's often about one question: Where is my order, when will the delivery arrive? The customer service team searches for order numbers, checks partial deliveries, looks into the ERP, and replies via email. This takes time, disrupts the day-to-day, and still lacks transparency for customers.
A B2B customer portal with clear order tracking and a comprehensible delivery status addresses this issue precisely. Customers can see at any time what is happening with their order, including partial deliveries, shipping status, tracking, and associated documents.
Briefly explained: Order tracking shows the current processing stage of an order. Delivery status indicates what has already been shipped or delivered, ideally with tracking and partial deliveries.
Find an overview of all portal features here: B2B Customer Portal
Why Delivery Status and Order Tracking are Crucial in B2B
In B2B, a delivery often involves more than just a single order. Production, construction sites, or further processing rely on schedules and availability. If status info is missing, it leads to inquiries and, in the worst case, standstills.
Typical triggers for inquiries:
Delivery date has changed
Partial deliveries are not clearly visible
There are multiple shipments, and no one can match them
The customer has multiple locations and lacks an overview
Documents and status are separate, causing duplicate questions
A portal reduces these frictions when status is reliably and understandably presented.
The Most Important Status Information Customers Expect
For order tracking in the customer portal to be truly used, it needs clear information that helps in daily operations.
1. Understandable Order Status
No internal codes. Customers need terms they understand immediately, such as:
Order received
Processing
Picking
Partially shipped
Fully shipped
Delivered
Canceled
2. Delivery Status per Shipment and Position
B2B customers want to know exactly what is on the way. Ideally, you can see:
which positions have been shipped
which positions are still open
which positions will be back-ordered
what quantity per position has already been delivered
3. Clearly Depict Partial Deliveries
Partial deliveries are normal in B2B. Transparency is crucial:
What has been dispatched
What is still open
When the next partial delivery is planned
Are there alternatives, such as substitute or successor products
4. Tracking in the Customer Portal
If tracking is available, it should be where customers expect it, directly with the order:
Tracking link per shipment
Assignment to the order number
Clear indication if tracking is only available after shipment
5. Documents Directly with the Order
Status questions and document questions are interconnected. Therefore:
Delivery note upon dispatch
Invoice with the order
Credit note, if available
Download without detours
If you want to accurately represent documents as self-service: Invoices and Delivery Notes in the B2B Customer Portal
This is What a Good Order Overview in the Customer Portal Looks Like
A good overview saves time because customers don't have to search.
Key Elements:
Search field for order number, purchase order number, item number
Filter by time period, location, status
Columns for status, delivery date, shipments
Quick access to tracking and documents
Button for reordering if it is a repeat purchase
Related: Reordering and Order History in the B2B Customer Portal
Roles and Rights: Who Can See What Status
Once customers have multiple users, order tracking requires a permissions concept:
Location A only sees its orders
Accounting sees documents but doesn’t need to place orders
Purchasers see orders, approvers see approval status and budget reference
Read more: Order Approval in the B2B Customer Portal: Roles, Rights, and Approvals
Common Pitfalls and How to Avoid Them
Status is Not Reliable
If the status is occasionally incorrect, customers lose trust and revert to emails. Solution: Clearly define data source and updates.
Partial Deliveries are not Clearly Explained
If customers cannot see what is still open, more inquiries arise than before. Solution: Show positions and quantities per delivery.
Tracking is Not Assigned
Tracking links without relation to the order aren’t helpful. Solution: Show tracking for each shipment directly with the order.
Status and Documents are Separate
If invoice and delivery note are not with the order, the customer will still inquire. Solution: Consistently link documents to orders and deliveries.
Implementation in Practice: How Manufacturers and Wholesalers Proceed
Define Status Model
Which status should customers see, which terms are understandable
Determine Data Sources
ERP, shipping providers, warehouse, which source provides what
Clarify Partial Delivery Logic
How positions, quantities, and back-orders are represented
Build and Test UX
With real orders, real partial deliveries, and typical search cases
Start with Pilot Customers
Gather feedback and optimize status terms, filters, and tracking
Checklist: Is Your Customer Portal Ready for Order Tracking
We receive many inquiries about delivery dates and order status
Partial deliveries are common with us
Status data is cleanly available in the ERP
Tracking links can be assigned per shipment
Orders can be assigned to locations or departments
Documents can be provided directly with the order
Conclusion
Delivery status and order tracking in the B2B customer portal are among the biggest self-service levers. When customers find status, partial deliveries, tracking, and documents in one place, inquiries decrease, and customer satisfaction rises. The key is that the data is reliable, and the presentation remains comprehensible.
Customer Portal Check in 15 Minutes
We will assess together how order tracking, delivery status, partial deliveries, and tracking can be represented in your customer portal and what data is necessary for it.
FAQ: Frequently Asked Questions about Delivery Status and Order Tracking in B2B
What is the Difference between Order Status and Delivery Status
Order status describes the processing step, such as in progress or picked. Delivery status describes shipping and delivery, often per shipment and per position.
How Should Partial Deliveries be Presented in the Customer Portal
Ideally on a per-position basis, with quantity delivered, quantity open, and a clear note when the next delivery is planned.
Is Tracking Needed in the Customer Portal
If tracking is available, it greatly reduces inquiries as customers can check for themselves where a shipment is.
Which Documents are Part of Order Tracking
At minimum, the delivery note and invoice, often also credit notes. Ideally, the download is directly with the order.
Who Can See Status Information
This is regulated by the roles and rights concept. It is often separated by location, department, or cost center.
