Turn every packed order into a WhatsApp moment.
TrackVid sends the packing video to your customer on WhatsApp the moment their order is packed, through Mark360 or 11za, with no manual step. It is the same order-linked video TrackVid attaches when it files a marketplace claim, so one recording does both jobs.
Three things this directly solves
Built for D2C brands where the post-purchase experience decides whether buyers come back.
Reduces return disputes before they start
When a customer sees their order packed correctly, right product, right size, right colour, "wrong item" claims become significantly harder to raise.
Cuts down the "where is my order" messages
Sellers using TrackVid report far fewer "where is my order" messages (TrackVid data). A packing video tells the buyer the order is real, packed and moving, before anxiety becomes a support ticket.
Builds brand trust at the key moment
A personalised WhatsApp video, not a generic SMS, signals care, quality, and transparency. For premium D2C fashion, this is the differentiator that drives LTV.
From scan to WhatsApp delivery
Your warehouse team does nothing extra. The video reaches the buyer before the shipment even moves.
Pack & Record
Your packer scans the order and recording starts. A webcam or an RTSP camera works, and RTSP covers the IP, CCTV, DVR and ONVIF cameras already in the warehouse.
Auto-Link to Order
TrackVid links the video to the Order ID and AWB at the moment of capture, and matches it to the customer number on the order.
WhatsApp Delivered
Your own approved template carries the video link to the customer's WhatsApp through Mark360 or 11za, with no manual step.
If any of these sound like you, this is built for you
D2C brands running their own store
You own the customer relationship. TrackVid works without an OMS: the order is identified at the packing station from the barcode or the typed Order ID, so nothing has to be integrated first.
Brands with high return rates
Reduce disputes at the source, proactively.
Premium fashion & lifestyle
Your post-purchase should match your product.
Ops teams at scale
Automated customer comms without new warehouse steps.
The same video that wins your claims
The WhatsApp video is not a separate recording. It is the same order-linked packing video TrackVid attaches when it files a marketplace claim.
Recorded once, at the packing table
A scan of the Order ID or AWB starts the recording, and the video is linked to that order at the moment of capture. The recording layer is set out on the video management system page.
Sent to the buyer at pack
Your own approved WhatsApp template carries the link out through Mark360 or 11za. One provider is active per company, and TrackVid ships no templates, so the wording stays yours.
Attached to the claim later
If the order comes back disputed, the same video is the evidence. Filing runs on your own seller portal access using robotic process automation, as described on claim automation.
The return side too
When a parcel comes back, a scan of the return AWB records the unboxing and the unit is logged Good or Bad. That is covered on return inspection, and a return inspected Good costs no credits.
Tickets in one queue
Marketplace tickets raised from those videos sit in one queue with their status refreshed by re-reading the portal. See marketplace ticket management.
Who can send what
WhatsApp settings, feeds and claim filing are each permissioned per user and per role, as set out on admin and access control. Storage is covered on security.
Shipping over 100 orders a day? The whole product list is on features, and a free 15-minute demo walks the WhatsApp flow end to end.
D2C WhatsApp questions sellers ask
Which WhatsApp provider does TrackVid use?
Two providers are live, Mark360 and 11za, with one active per company. You connect your own WhatsApp Business account and supply your own approved template name, because TrackVid ships no templates of its own.
Is the WhatsApp video the same one used for marketplace claims?
Yes. There is one recording per order. The same order-linked packing video that reaches your customer on WhatsApp is the evidence TrackVid attaches when it files a marketplace claim. Nothing is recorded twice and nothing is uploaded again by hand.
Customer ko packing video WhatsApp par kaise jaata hai?
Packer order scan karta hai, video record hota hai aur Order ID aur AWB se link ho jaata hai. Phir aapke approved WhatsApp template me video ka link customer ko chala jaata hai, Mark360 ya 11za se. Koi manual step nahi hai.
WhatsApp ke liye naya hardware lagega?
Nahi. Webcam ya RTSP camera chalta hai, aur RTSP me IP, CCTV, DVR aur ONVIF camera aa jaate hain. Jo camera warehouse me already lage hain woh aam taur par chal jaate hain. Setup 15 minute se kam me hota hai.
Do I need an OMS to send packing videos?
No. TrackVid works without an OMS. The order is identified at the packing station from the barcode or the typed Order ID, and the video is linked to the Order ID and AWB at capture. Sellers who run an OMS can sync orders, with BaseLinker live today.
Does the packing video have sound?
No. The packing recorder captures video without audio. The buyer sees the parcel, the label and the product going in, with a timestamp. That is what settles a wrong item argument, and it keeps the file small.
Can customers reply to the WhatsApp message?
Replies do not come back into TrackVid. Sends are outbound template messages only, queued with retry and rate limit handling. Keep your usual support number for conversations, and let TrackVid handle the send.
How long does the video link keep working?
As long as your retention setting, which is 30, 60 or 90 days, with other periods on request. After that the file is deleted from AWS S3 along with any Drive copy, unless the video has been marked a favourite.
Last updated: 17 October 2026
Send your first packing video on WhatsApp tomorrow.
Book a free demo and we'll walk you through a live setup. Order ID to WhatsApp, in under 15 minutes.