Shipment tracking in Saudi Arabia: send it to customers on WhatsApp

How do customers track a shipment in Saudi Arabia?

A tracking number is the courier's own reference for one parcel, also called a waybill or AWB. The customer types it into the tracking box on the courier's official site or app and sees the scans, such as picked up, in transit and delivered. The table shows what each common courier's official tracking page asks for, checked on 22 October 2026.

• SMSA Express
• Aramex Saudi Arabia: Track shipments
• SPL (Saudi Post)
• Zajil Express
• Naqel Express: Shipment tracking
• J&T Express Middle East (KSA)
• iMile Saudi Arabia: Track your shipment
• DHL Saudi Arabia: Tracking

Can customers track a shipment by order number or mobile number?

Mostly not by your order number. The order number belongs to your store, while each courier tracks its own number, so a customer who types order 1042 into a courier site finds nothing. There are partial exceptions: Naqel accepts waybill or reference numbers and Aramex's Advanced Tracking can search by reference, but whether a reference matches your Shopify order depends on how the shipment was booked.

By mobile number, two couriers offer it on their official channels: SMSA in its app, and Zajil on its website with a code sent to the number. For every other courier the practical answer is simple: send the customer the tracking number and link yourself.

Why do customers keep asking where their order is?

Each of these is a gap on the store side, and each can be closed once, in Shopify, instead of being answered by hand on every order.

• The tracking number was never sent, because the order was fulfilled without one.
• The customer received a number but no link, and does not know which courier's site to open.
• The link opens the wrong courier or a general page, because Shopify guessed the carrier or the carrier is set to Other with no URL.
• The order shipped in several parcels and the customer only knows about one.
• The tracking email sits unread while the customer is on WhatsApp. Shopify has no WhatsApp channel of its own.

How do I add tracking in Shopify so the link works?

Shopify's developer documentation lists the tracking companies it supports. As of 22 October 2026 that list names DHL Express but not SMSA, SPL (Saudi Post), Naqel, Zajil, J&T or iMile, and it names Aramex only as Aramex Australia. For most Saudi couriers, Other with a tracking URL is therefore the safe route. These are the addresses the couriers' own pages used when we tracked a test number; replace YOUR_NUMBER and test each link with one real parcel before relying on it.

1. In the Shopify admin open Orders, then the order, and click Mark as fulfilled. If the order is already fulfilled, click Add tracking in the Fulfilled section.
2. Type or paste the courier's tracking number in the Tracking number field.
3. Check the Shipping carrier and change it if Shopify chose the wrong one.
4. If your courier is not in the list, choose Other and paste the full tracking URL with the number inside it.
5. Save. To correct a mistyped number later, use Edit tracking.

• Shopify Help Center: Fulfill orders and add tracking
• Shopify developer docs: supported tracking companies

How do I send the tracking to customers on WhatsApp automatically?

WhatsApp Pilot, a Shopify app by E-SAFQA, sends a WhatsApp message from your own store number when you fulfill an order. Its Order Fulfillment automation (Pro plan, USD 15 every 30 days) sends one notice per fulfillment with the carrier, tracking number and tracking link when Shopify has them, and split shipments are included. It does not connect to any courier's system: it uses the carrier and tracking you saved in Shopify.

• The Tracking Update is one follow-up per fulfillment, sent only when the first notice had no tracking number or link.
• There are no out-for-delivery or delivered messages. Shopify's emails cover those where the carrier supports them.
• A linked device does not give delivered or read receipts. Message History shows every send, skip and failure with the reason.

1. Install WhatsApp Pilot, upgrade to Pro and scan the QR code on the WhatsApp page from WhatsApp > Linked devices on your phone.
2. Open Automations > Order Fulfillment, pick the message language and activate it.
3. Optionally choose when it is sent: immediately, after 6 hours, 1 day, 2 days or a custom delay.
4. If you fulfill first and get the number later, switch on Send tracking update when tracking is added later.
5. Fulfill a test order to your own number and tap the link.

What should a tracking message tell the customer?

Whether an app sends it or you type it, a good tracking message answers three questions: which courier, which number, where to tap. Keep the number as plain text so it can be copied into the courier's app.

• Your store name and the order name.
• The courier's name, the tracking number and one link.
• A reminder to keep the phone number on the order correct, because courier SMS and the SMSA app sign-in rely on a mobile number.
• Links only to the courier's official page. SPL, for example, publishes a warning about fraudulent emails that impersonate it, so customers should be able to trust the link they receive from you.