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JetonTrack implementation guide

Plan the workflow. Agree the launch criteria.

Define your first market, data requirements and team responsibilities. Use four stages to work towards a scope, field mapping, acceptance record and operating handover.

Discuss your implementation
Four stages, defined deliverables

What your team works through

01

Scope

Choose markets, workflows and the people responsible.

Bring to the session

Your first destination market, customer language, monthly order range, current customer journey and return policy.

Work through together
  • Choose the first workflow: tracking, delivery updates, returns or a shared shipment view.
  • Name the person who can approve customer wording and the person who owns delivery issues.
  • Define what is included in the first release and what can follow later.
Leave with

A one-page scope with the market, language, workflow, named approvers and launch criteria.

Accountable team

Your ecommerce lead and JetonTrack project lead.

02

Map

Agree source records, status meanings and handoffs.

Bring to the session

A small set of redacted order and shipment records, current status labels and examples of split or repeated shipments.

Work through together
  • Link the order reference, parcel reference, origin, destination and customer language.
  • Agree the meaning of in transit, out for delivery, delivered and needs attention.
  • Check event order, timestamps and time zones; define how missing or duplicate records are handled.
Leave with

A field mapping sheet, shared status definitions and an agreed list of data gaps with owners.

Accountable team

Your order operations lead, supported by JetonTrack.

03

Validate

Walk through normal, delayed and return journeys.

Bring to the session

The agreed field mapping, customer wording, help contact and return conditions, plus the four scenarios below.

Work through together
  • Walk through each scenario from both the customer and operations views.
  • Check every language that will launch, including message wording and the next action.
  • Record a pass or an open issue for each check; retest corrections before approval.
Leave with

An acceptance checklist with evidence, resolved issues and explicit sign-off for the chosen scope.

Accountable team

Your customer support lead and operations lead; JetonTrack coordinates the review.

04

Hand over

Review open issues and hand over the operating checklist.

Bring to the session

The approved scenario results, unresolved issue list and named day-to-day owners.

Work through together
  • Confirm who reviews delivery issues, customer messages and return requests, and how they hand off a case.
  • Agree the first operating review and a path for reporting unexpected results.
  • Keep a clear way to pause a customer-facing workflow while the team investigates a problem.
Leave with

A launch decision, an operating checklist, a contact list and a first-review agenda.

Accountable team

Your business approver signs off; your operations lead owns the daily workflow.

Acceptance checks

Four journeys to verify before launch.

Each check needs an observed result and an owner. A polished screen is only one part of acceptance.

A normal delivery

One order, one parcel, a clear progression from dispatch to delivery.

  • The order and parcel references match throughout the journey.
  • Milestones appear in the right sequence and time zone.
  • The customer can find the current status and a useful next step.
Accountable team: Order operations

A delayed shipment

The expected milestone has not arrived and the team needs to follow up.

  • The customer wording describes uncertainty without promising a delivery date.
  • Support can see the last known event and the agreed follow-up action.
  • One named team owns the case until the next update.
Accountable team: Logistics operations

An address problem

The shipping partner needs information before another delivery attempt.

  • The issue is distinguishable from a normal in-transit event.
  • The customer is directed to the agreed help channel.
  • Support knows who confirms the address and coordinates the next attempt.
Accountable team: Customer support

A return request

A delivered order has an item the customer wants to return.

  • Item, reason and method are recorded in a clear summary.
  • Eligibility and return instructions follow your approved policy.
  • The request has a review owner; any collection or refund decision is confirmed separately.
Accountable team: Returns operations
Operating handover

Make the handover usable on day one.

The people running the workflow should be able to answer these questions without reconstructing the project.

Try the sample workflows
  1. 01Which markets, languages and workflows are approved?
  2. 02Who owns each type of delivery issue or return?
  3. 03Where are the accepted scenarios and open issues recorded?
  4. 04Who can approve a change to customer wording or policy?
Your next market starts here

Tell us where your customer experience needs support.

Share a brief outline of your needs. We will discuss the details by email or WhatsApp and agree on the next step together.

Talk to our team