> For the complete documentation index, see [llms.txt](https://ezom.gitbook.io/ezom-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://ezom.gitbook.io/ezom-docs/our-features/order-management/order-comments-and-additional-tracking.md).

# Order comments and additional tracking

## Overview

The EzOM platform provides two important order-level features for enhanced communication and shipment tracking: Order Comments and Additional Tracking Numbers. Order Comments enable internal notes and Shopify comment synchronization, while Additional Tracking allows users to add custom tracking information beyond the automated courier tracking.

## How to Access

1. Log in to the EzOM platform
2. Navigate to the **Orders** section from the main menu
3. Click on an order to view the Order Detail page
4. Scroll down to find the **Order Comments** and **Additional Tracking** sections

<figure><img src="/files/5NvHIKRIhIDIyYCDlthc" alt=""><figcaption></figcaption></figure>

## Key Functionality

### Order Comments

The Order Comments feature provides collaborative communication tools:

* **Add Comments**: Create internal comments on any order for team communication
* **View Comment History**: See all comments with timestamps and author information
* **Customer Notes**: Display customer-provided notes from the original order
* **Shopify Integration**: Synchronize comments bidirectionally with Shopify stores
* **Comment Editing**: Edit existing comments if marked as editable
* **Chronological Display**: Comments sorted by creation time, newest first

### Shopify Comment Sync

For orders from Shopify stores, users can:

* **Sync Comments Button**: Pull latest comments from Shopify store
* **Bidirectional Sync**: Comments added in EzOM can sync back to Shopify
* **Real-time Updates**: Refresh comment list after sync completion
* **Store-Specific**: Sync only works for orders from Shopify provider

### Additional Tracking Numbers

The Additional Tracking feature allows custom tracking information:

* **Add Tracking**: Create additional tracking entries beyond automated courier tracking

<figure><img src="/files/tXVFcI1n8cSyXxSp7ZFM" alt=""><figcaption></figcaption></figure>

* **Tracking Number**: Required field for the tracking identifier
* **Tracking URL**: Optional custom URL for tracking lookup
* **Notes**: Optional notes to describe the tracking entry (e.g., "Replacement shipment", "Return label")
* **Multiple Tracking**: Add unlimited tracking numbers per order
* **Edit Capability**: View and manage all additional tracking entries
* **Chronological List**: Tracking entries sorted by creation time

### Use Cases

**Order Comments Use Cases**:

* Internal team communication about order issues
* Recording customer service interactions
* Documenting special handling instructions
* Tracking order status discussions
* Maintaining order history and notes

**Additional Tracking Use Cases**:

* Partial shipments with multiple couriers
* Replacement or reshipment tracking
* Return merchandise authorization (RMA) tracking
* Non-standard shipping methods
* Manual tracking numbers from couriers not integrated with EzOM

## User Guide

### Adding Order Comments

1. Navigate to the Order Detail page for the order you want to comment on
2. Locate the **Order Comments** section
3. Click on **Add Comment** button
4. Enter your comment text in the text field
5. Click **Submit** to save the comment
6. Your comment will appear in the comment history with your name and timestamp

### Syncing Shopify Comments

For orders from Shopify stores, you can synchronize comments between EzOM and Shopify:

1. On the Order Detail page, find the **Order Comments** section
2. Click the **Sync Comments** button (only available for Shopify orders)
3. Wait for the sync to complete
4. New comments from Shopify will appear in your comment list
5. Comments you add in EzOM can also sync back to Shopify

**Note**: The Sync Comments button is only visible for orders that originated from Shopify stores.

### Viewing Customer Notes

Customer notes from the original order will be displayed in the Order Comments section. These notes are provided by the customer at checkout and can help you understand special requirements or instructions for the order.

### Adding Additional Tracking Numbers

1. On the Order Detail page, locate the **Additional Tracking** section
2. Click **Add Tracking** button
3. Fill in the tracking information:
   * **Tracking Number**: Enter the tracking number (required)
   * **Tracking URL**: Enter a custom tracking URL if available (optional)
   * **Notes**: Add any notes to describe this tracking entry (optional, e.g., "Replacement shipment" or "Return label")
4. Click **Submit** to save the tracking entry
5. The tracking entry will appear in the list with creation timestamp and your name

### When to Use Additional Tracking

Use Additional Tracking when:

* You have multiple tracking numbers for the same order (e.g., partial shipments)
* You need to add a replacement shipment tracking number
* You're providing return tracking information
* You're using a courier not integrated with EzOM
* You need to manually add tracking from a non-standard shipping method

The system automatically generates tracking numbers for standard shipments, so you only need to add additional tracking for special cases.

### Team Collaboration with Comments

Order Comments are an effective tool for team communication:

* Document order issues and resolutions
* Record customer service interactions
* Share special handling instructions with warehouse staff
* Track order status discussions
* Maintain a complete history of order-related communications

All team members with access to the order can view and add comments, creating a transparent communication trail.