A customer orders a dress on Monday morning for a birthday on Wednesday. On Tuesday evening she realizes that she won’t be home for the delivery. What follows is a familiar pattern: an email to customer service, frustration and, in the worst case, an avoidable return.
In fashion e-commerce, the post-purchase phase is often the weakest part of the customer journey. Logistics partner Monta addresses this problem with MontaTracking 2.0, a solution that goes far beyond a standard status page.
From delivery to brand experience
The tracking page is the touchpoint that fashion brands have overlooked for years. On average, consumers check the status of a package multiple times. They just end up on a generic shipping service provider page – without any brand identity. MontaTracking changes that by putting the brand at the center. The logo, brand colors and look & feel create an experience that fits seamlessly into the rest of the online shop.
Give back control
The decisive advantage lies in self-service. Consumers can change shipping carriers, select a nearby pickup point, reschedule delivery, and correct a typo in their address – all without having to contact customer service. For fashion retailers, this directly means fewer failed deliveries and fewer unnecessary returns.
If orders contain several items with different availability – for example, a pair of trousers that are shipped immediately while the matching jacket is still with the supplier – MontaTracking shows all partial deliveries in a clear view. Each partial delivery has its own status and estimated delivery time. This avoids confusion and unnecessary support requests.
Mobile first
Mobile shopping is dominant in the fashion industry: Instagram, TikTok, quick ordering on the go. The tracking page is fully optimized for mobile use, automatically adapts to any screen size and therefore corresponds to the actual shopping and communication behavior of fashion consumers.
Results in practice
Luc Schoenmakers, e-commerce specialist at a Dutch men’s fashion retailer, sees the impact directly on his customers:
“Our customers are particularly satisfied with the clear communication. They want precise updates about when their package will arrive. Thanks to MontaTracking’s clear track and trace emails, our customers know exactly where their package is.”
MontaTracking is available in seven languages: Dutch, English, French, German, Spanish, Swedish and Danish – making it suitable for fashion brands that sell internationally.
Delivery is no longer a purely logistical process, but rather an integral part of the brand experience.
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