The parcel is with the courier, and now the messages start: "where is my parcel?", "when will it arrive?", "please send the tracking number". Looking up and sending each customer's number one by one takes time, and when orders are high some customers are missed. A worried customer is also more likely to refuse the parcel at the door.
This guide explains how to put the courier and tracking number on the order, which Pakistani couriers get a tracking link automatically, how to send the customer a "shipped" update, and how to cut down on "parcel kahan hai?" messages. The examples use the Karobar Sales Desk. To be clear from the start: Karobar does not book couriers and does not pull live status from courier companies. You book the parcel and update the order status yourself. Karobar keeps the tracking and the updates in one place and gets them to the customer in the same chat.
Step 1: Put the courier and tracking number on the order
Every order has a courier field. The options are TCS, Leopards, M&P, PostEx, Trax, Swyft, Call Courier, Daraz, rider, self and other. The courier is chosen when the order is placed, because placing an order needs a name, phone, address, at least one item and a courier.
- Book the parcel on the courier's website or portal as you do today.
- Open the order in the Sales Desk and keep or change the courier to the one you booked.
- Enter the tracking number the courier gave you.
- If the courier's link is not built automatically, paste the tracking link too.
- Set the order status to shipped, then send the customer an update (Step 3).
Do this at dispatch, not in a batch at the end of the day. Until the number is on the order, your team cannot answer the customer either.
Step 2: Which couriers get a tracking link automatically
For six couriers, Karobar builds the tracking link from the tracking number as soon as you enter it. For the rest you paste the link yourself. A link you type by hand is always used, whatever the courier.
| Courier | Tracking link built automatically? |
|---|---|
| TCS | Yes, from the tracking number |
| Leopards | Yes, from the tracking number |
| PostEx | Yes, from the tracking number |
| Trax | Yes, from the tracking number |
| Swyft | Yes, from the tracking number |
| Daraz | Yes, from the tracking number |
| M&P | No, paste the link |
| Call Courier | No, paste the link |
| Rider, self or other | No, paste a link if you have one |
Step 3: Send a "shipped" update with Notify customer
On the order, tap Notify customer and choose "shipped". The ready-made message sends the courier name and tracking number. Note that it does not include the tracking link, only the number. If you want the customer to open tracking in one tap, paste the link in the same chat.
The message goes into the chat the order came from, on the same channel, and each channel has its own rule:
| Order channel | When the shipped update can go |
|---|---|
| A normal message within 24 hours of the customer's last message; after that only an approved template | |
| Only inside Meta's messaging window | |
| Messenger | Only inside Meta's messaging window |
| TikTok | Only within 48 hours |
When the window is closed, sending stops and Karobar suggests WhatsApp instead. If the customer has no WhatsApp chat yet, Karobar opens a new one on their phone number. Templates are written in Karobar and used after Meta approves them; details in WhatsApp marketing.
Automatic updates for WhatsApp orders
If the order came from WhatsApp, shipped and delivered updates can go automatically. The setting is off by default and is switched on under notifications in settings. Once on, the customer gets a WhatsApp message when you set the order to confirmed, shipped, delivered or paid.
- Only for WhatsApp orders. Instagram, Messenger and TikTok orders get no automatic message; use Notify customer there.
- If 24 hours have passed since the customer's last message, the update goes only when an approved template is set for it. Otherwise it is not sent.
- Updates go when you change the status. Because Karobar does not read courier status, you set shipped and delivered yourself.
Step 4: The delivered update and other statuses
When the courier's site shows the parcel as delivered, set the order to delivered and send the "delivered" message with Notify customer (or let the automatic update send it on WhatsApp orders). When the COD cash arrives, update the payment too, and send a "payment received" message if you like.
The in-between statuses are on the order as well: out for delivery, delivery attempted, and for returns RTO initiated and RTO received. Update these from the courier's site too. Your team then knows where each parcel is without opening the courier portal every time. Karobar's weekly business alerts can also point out couriers or cities where problems are piling up.
How to get fewer "where is my parcel?" messages
Most of these questions come from customers who do not know the parcel has left. These habits help:
- Send the shipped update on dispatch day, with the courier name, tracking number and link.
- Give a delivery estimate, such as "2 to 4 days", so the customer is not worried on day one.
- Send it in the chat where the order was placed. Karobar's unified inbox keeps WhatsApp, Instagram, Messenger and TikTok in one place, so the customer's past messages and the order sit side by side.
- Set keyword auto replies. A reply on words like "tracking" or "parcel" that tells the customer the number is in the shipped message. You write the text; see inbox auto replies.
- Answer faster with AI drafts. When a customer asks about an order, Karobar AI looks at their order status and writes a draft that you read and send. That is why keeping the status right matters.
Tracking comes after confirmation. How to confirm a COD order before shipping is in the COD order confirmation guide.
Sources
Facts about other companies and platforms come from their own pages, checked on the dates shown. Plans and prices change; check the source before you decide.
- Meta: WhatsApp Business Platform pricing (24-hour window, templates) (checked 2026-10-13)
- Meta: Messenger Platform policy (24-hour window, 7-day Human Agent tag) (checked 2026-10-03)
- TikTok: Business Messaging API sending limits (checked 2026-10-03)