{"caseStudy":{"id":"fa8b069e-2f79-4642-bca0-d7b73fd1a9e0","title":"Dr Groot's customers checked their tracking page","slug":"dr-groot-s-customers-checked-their-tracking-page","companyName":"Dr Groot","companyLogo":"https://media.ordertracker.co/general/dr_melaxin_4-41bd3aa3dd4f.avif","industry":"Hair & Scalp Care","excerpt":"Not because anything was wrong. Because nobody was telling them anything. Here is what that looked like in the data — and what changed when the store started speaking first.","content":"**Customer Story · Hair & Scalp Care**\n \n# Dr Groot's customers checked their tracking page *ten times each*.\n \nNot because anything was wrong. Because nobody was telling them anything. Here is what that looked like in the data — and what changed when the store started speaking first.\n \n| Industry | Platform | Ships to | Website |\n| --- | --- | --- | --- |\n| Hair & scalp care | Shopify | 38 countries | [try-drgroot.com](https://www.try-drgroot.com/) |\n \n \n## 10.6×\n \n**Average number of times each customer opened their tracking page before the parcel arrived.**\n \n32,070 page views from 3,027 individual customers, over 30 days.\n \n\n![Order Tracker dashboard showing 32,070 tracking page views from 3,027 page visitors.](https://media.ordertracker.co/general/tracking-page-stats-3b412464b851.png)\n \n*Tracking page activity, 30 days. Views divided by visitors is the number that matters: every customer returned more than ten times.*\n \n---\n \nMost post-purchase metrics measure what a company does. This one measures what a customer feels. Ten visits to a tracking page is not research — it is the same person coming back, again and again, to a screen that has not changed since the last time they looked.\n \nDr Groot sells a scalp-first routine for thinning hair: serums, a derma roller, a treatment used in the shower. It is a considered purchase. People buy it hoping something will work, which means they are paying closer attention to the delivery than they would to a replacement phone charger.\n \nAnd nearly half of those orders cross an ocean.\n \n## Where the parcels go\n \n| Destination | Orders | Share |\n| --- | ---: | ---: |\n| United States | 2,073 | 48.5% |\n| Canada | 635 | 14.9% |\n| United Kingdom | 459 | 10.7% |\n| Australia | 294 | 6.9% |\n| United Arab Emirates | 102 | 2.4% |\n \n*Top five destinations by volume, 30-day window.*\n \n\n![Order Tracker shipping volume by destination: United States 2,073, Canada 635, United Kingdom 459, Australia 294, United Arab Emirates 102.](https://media.ordertracker.co/general/shipping-destinations-1ff323b6214f.png)\n\n \n*Shipping volume by destination. Nearly half of all orders cross an ocean before they arrive.*\n \nLong-haul routes behave differently from domestic ones. A parcel leaves the origin country, disappears into an international leg, and emerges days later under a different carrier's scans. During that gap the tracking page says the same two words it said yesterday.\n \nThe customer does not know the parcel is on a plane. They know only that nothing has happened since Tuesday.\n \n## The silence, measured\n \n| 4,272 | 1,145 | 24 | 32,070 |\n| :---: | :---: | :---: | :---: |\n| Orders tracked in 30 days | In transit at any moment | Exceptions flagged | Tracking page views |\n \n\n![Order Tracker dashboard: 4,272 total orders, 37.3% delivery rate, 24 exceptions, 1,145 in transit, 1,592 delivered, 1,338 info received.](https://media.ordertracker.co/general/dashboard-overview-eb429b237744.png)\n\n \n*Live shipment status, 30 days. At any moment, more than a thousand parcels were somewhere between the warehouse and the door.*\n \nBefore Order Tracker, every one of those 32,070 visits was a customer going to look for themselves — because nothing had come to them.\n \nThat behaviour has a cost, and it does not appear on a shipping report. It appears later, as a support ticket, as a dispute filed on a parcel that arrives three days afterwards in perfect condition, as a review that says nothing about the product and everything about the wait.\n \n> **The pattern.** Day three, they check. Day six, they check again. Day nine, the page reads exactly as it did before, and the customer stops assuming the parcel is fine. The package was never late. It was only quiet.\n \n## What changed\n \nDr Groot did not change carrier, renegotiate transit times, or add staff to support. The shipping stayed exactly as it was. What changed was who spoke first.\n \n### Updates at every stage, sent automatically\n \n| Stage | What the customer sees |\n| --- | --- |\n| **INFO RECEIVED** | Label created, awaiting pickup |\n| **IN TRANSIT** | Moving, with current estimate |\n| **OUT FOR DELIVERY** | Arriving today |\n| **DELIVERED** | Confirmation and review request |\n \n### Tracking inside the email\n \nStatus renders in the message itself, so a customer never has to leave their inbox to find out where the parcel is. Older emails update as the shipment moves — an \"Info Received\" message sent four days ago shows today's position when reopened.\n \n### Delay alerts on silence, not on events\n \nThis is the part that matters on long-haul routes. When scans stop and days accumulate with nothing to report, Order Tracker treats the absence itself as the trigger and sends an email before the customer starts to wonder.\n \n\n## The result\n \n[Outcome figures to be confirmed with Dr Groot: support tickets before and after, dispute rate, repeat purchase rate.]\n \nThe parcels still take as long as they always did. The customers simply stopped having to go and look.\n \n \n## Your customers are checking too\n \nOrder Tracker keeps them informed at every stage, puts live tracking inside the email, and speaks first when a shipment goes quiet.\n ","featuredImage":"https://media.ordertracker.co/general/dr-6e2887c07a88.png","status":"PUBLISHED","primaryMetric":"Hair & scalp care","primaryLabel":"Industry","secondaryMetric":"Shopify","secondaryLabel":"Platform","tertiaryMetric":"38 Countries","tertiaryLabel":"Ships To","seoTitle":"How Lumina Apparel Cut Support Tickets by 42% and Grew Repeat Orders by 28%","seoDescription":"Lumina Apparel replaced confusing carrier tracking links with branded real-time tracking, turning post-purchase tracking into a major revenue channel.","publishedAt":"2026-10-25T14:45:16.084Z","createdAt":"2026-10-25T14:45:16.085Z","updatedAt":"2026-10-29T06:41:03.592Z","categories":[{"id":"8e64477a-d8a9-4ad2-a23c-d6ab138b6e3f","name":"Fashion & Apparel","slug":"fashion-apparel","createdAt":"2026-10-25T14:45:08.227Z","updatedAt":"2026-10-25T14:45:08.227Z"},{"id":"91ff9d53-ab00-4f43-83ee-27804ff0df08","name":"Health & Beauty","slug":"health-beauty","createdAt":"2026-10-25T14:45:10.325Z","updatedAt":"2026-10-25T14:45:10.325Z"}],"images":[]},"related":[],"_cached":true}