How can customers track their Kmart order?
This article provides customer service agents with all the information needed to help customers track their Kmart orders, understand status messages, and troubleshoot tracking issues for Kmart, Target and Marketplace orders.
Overview
Customers can track orders using the "Your order status" link provided in their order confirmation email or by visiting the Track Your Order page on kmart.com.au. Tracking information varies depending on whether the seller is Kmart/Target or a Marketplace seller, and on the selected delivery method (standard, express, or carrier-specific shipments).
Where to Find Tracking Information
- Order confirmation email: Contains the 'Your order status' link and a summary of items.
- Track Your Order page: Enter order number and email/phone to retrieve status.
- Shipping confirmation email/SMS: May include carrier and tracking number for parcel-level tracking.
- Account Orders: Logged-in customers can view order history and tracking in their account dashboard.
Common Order Status Definitions
- Processing: Order received and payment confirmed; picking/packing pending.
- Fulfilment/Picking: Store or warehouse is preparing the order.
- Ready to Collect: Click & Collect orders ready for customer pickup.
- Shipped: Parcel has left our facility and is with the carrier. Tracking number available.
- Out for Delivery: Carrier will attempt delivery that day.
- Delivered: Carrier has confirmed delivery. Provide proof of delivery if available.
Step-by-Step Instructions for Agents
- Collect Customer Details: Ask for order number, email or phone number used at checkout.
- Check Order System: Access the order in the system and review the current status and any carrier/tracking numbers.
- Provide Tracking Link: If a tracking number is available, share the carrier tracking link or paste the tracking number for customer to track directly.
- Explain Status: Clarify what the current status means and provide an estimated timeframe based on delivery type (standard/express) and region (metro/regional/remote).
- Escalate if Needed: If the order shows 'delivered' but the customer hasn't received it, start a missing parcel investigation with the carrier and request proof of delivery.
Important Notes / Warnings
⚠️ Warning: Marketplace sellers may use different carriers and timelines. If the order was sold by a Marketplace seller, advise the customer and open a Marketplace support ticket to liaise with the seller.
💡 Tip: For delivered parcels, recommend that customers check around the property (porch, with neighbours, safe place) and check for a missed delivery card before initiating an investigation.
Frequently Asked Questions
Q: Why is tracking not updating?
A: Carrier tracking updates can be delayed. Confirm the carrier and advise that updates may take up to 24-48 hours after the parcel has been scanned.
Q: What do I do if tracking says delivered but customer hasn't received it?
A: Open a missing parcel investigation, request proof of delivery from the carrier, check with the local store if Click & Collect, and advise the customer about escalation timelines.
Troubleshooting Tips
| Issue | Action |
|---|---|
| No tracking info available | Confirm seller and shipping method; advise customer that tracking will be provided once parcels are dispatched. |
| Tracking shows incorrect address | Contact fulfilment immediately; if parcel hasn't shipped, update address before dispatch. If shipped, start carrier redirect or recall if possible. |
| Parcel delayed | Check carrier service alerts for disruptions and communicate expected delays to the customer; offer refund/return/alternative where appropriate. |
Related Information
- Delivery Timeframes and Availability
- Marketplace Delivery and Order Tracking
- Click & Collect Collection Timing
Follow the steps above to give customers clear, accurate tracking updates and manage escalation promptly when issues arise.