Order Tracking FAQ
Use this page to troubleshoot any issues you have with Order Tracking.
What is this new order tracking feature in Apple Wallet?
Apple Wallet leverages Apple Intelligence to automatically identify order confirmation and shipping details sent from either the organization or the delivery carrier within the Mail app. It extracts key details including the organization name, order status, and tracking number, and displays them conveniently within Apple Wallet for customers to easily track purchases.
Is this only for the Mail app or can it identify orders within other email accounts, such as Gmail or Outlook?
Customers can only use order tracking with the Mail app.
Do customers need to do anything?
In order for Apple Intelligence to begin adding order details from Mail to Apple Wallet, customers need to tap the “Track” button in the top right corner of an order confirmation email in Mail. They can then choose whether or not to allow Apple Intelligence to start displaying all orders from Mail in Apple Wallet.
Where can customers see the tracked orders in Apple Wallet?
Customers can find orders in Apple Wallet by tapping More 
in the top right corner and then selecting Orders.
What information do customers see for each order?
Apple Wallet displays the organization name, current order status (for example, processing, shipped, delivered), tracking number (if available), and other relevant shipping details extracted from Mail. Additionally, Apple Wallet includes links to all related emails, so customers can quickly get to them right from Apple Wallet.
How does the order status get updated?
Order status updates automatically based on information from your organization and delivery carrier emails (matched using tracking or order numbers). Apple Wallet sends notifications for key status changes, like when an order ships or is delivered. To receive these notifications, go to Settings > Notifications > Wallet and turn on notifications for Apple Wallet.
Will customers get notifications for order updates?
Yes, Apple Wallet sends notifications for key status changes, like when a customer’s order ships or is delivered. To receive them, customers need to allow notifications for Apple Wallet in Settings > Notifications > Wallet.
Are customers emails being read? Is this secure and private?
This feature leverages Apple Intelligence, designed with privacy at its core. Apple processes data securely on the customer’s device whenever possible, ensuring email content remains private while extracting only the necessary order details.
What if an order-placing organization (for example, Shopify) already provides order tracking in Apple Wallet? Will customers see duplicates?
Customers don’t see duplicate information. This feature prioritizes information from direct organization integration, and only extracts order information from Mail if there is no direct organization integration. Apple Wallet adds related emails to the bottom of existing orders.
Does this work for all online orders?
It works by detecting standard order confirmation and shipping notification emails in Mail. While it aims to capture most orders, its effectiveness depends on the format and content of the emails sent by organizations and carriers.
Can customers access the original emails related to the order from Apple Wallet?
Yes, Apple Wallet displays related emails, such as confirmations, shipping notices, and more with the tracked order, and can link directly to Mail to view the email.
Who can use this feature?
This feature is available for customers with iPhone models that support Apple Intelligence, and who are located in countries or regions where the feature has been officially launched.
Can customers turn this feature off?
Yes, customers can disable all order tracking (both automatic and organization-provided) at any time by going to Settings > Wallet & Apple Pay > Order Tracking > Off.
How is this automatic order tracking enabled? Do customers need to opt-in?
Yes, this feature requires customers’ consent to start scanning Mail for order information. Customers can opt-in at any time within Settings > Wallet & Apple Pay > Order Tracking and making sure the setting is turned on.
Does this automatic tracking work with specific merchants only?
This feature doesn’t rely on a specific list of merchants. Instead, it uses Apple Intelligence to look for common patterns in order and shipping confirmation emails sent to customers’ Mail app. Its ability to track an order depends on the information and format provided in those emails.
Does this only track purchases made using Apple Pay?
No, this feature tracks orders regardless of the payment method used. It works by finding relevant order and shipping emails in the Mail app for purchases made online.
Can order-placing organizations prevent their orders from being tracked this way?
Order-placing organizations don’t directly participate in or control this specific email-based order tracking feature. Your organization continues to control any direct order tracking integrations they may offer separately through Apple Wallet.
Can customers delete a tracked order from Apple Wallet?
Yes, customers can delete individual orders displayed within the order tracking section of Apple Wallet.
Is this only for online orders?
It requires the organization sending customers an email with a clear intent of further updates. This tends to primarily be for online orders, but this could also work when an item is ordered in-store to be shipped to the customer later.
How come some orders that have been delivered aren’t displaying as “delivered?”
Some merchants don’t send “delivered” emails, or, some customers haven’t signed up for delivery email from carriers. The feature depends on email data to complete the tracking loop. Customers can mark orders as “complete” or delete them at any time.