1. Tracking and customer chat
Custom tracking messages: your own notice on the tracking page
You can now add your own message to the top of your tracking page, shown only on the shipments it applies to. Use it to tell customers what the carrier events can't: that one carrier is running late this week, that cross-border parcels have a customs step, or that orders placed after a certain date arrive after the holidays.
The message sits at the top of the tracking history, where customers actually look. You decide exactly who sees it and when:
- Which shipments: limit it by delivery type, warehouse or destination country, or show it on every shipment.
- When in the journey: for example, show it only while the parcel is in transit and hide it once it's delivered.
- Which dates: set a start and end date, so a temporary notice switches itself off.
Messages are written per language and can be switched on and off without deleting them, so a seasonal message can stay ready all year.
Custom tracking messages are included from the 3PL plan upwards, with no extra charge and no limit on how many you have. For now OGOship sets them up for you: email service@ogoship.com with your message and when it should show. Read more: Custom tracking messages.
AI chat version 2
The AI-assisted chat on your tracking page has a new version. OGOship now maintains the chat's rules, so you no longer write instructions for it yourself. Instead you:
- pick the tone the chat uses with your customers,
- choose the handover route for questions the chat should pass to a person,
- add your own shipping and return facts, so answers match your policies.
All new chat setups use version 2, and existing chats are being moved over step by step. If you want yours moved sooner, email service@ogoship.com.
Read more: OGOship AI assisted chat configuration and OGOship AI assisted chat: usage guide.
Tracking for orders shipped with more than one courier
Some orders are shipped as several parcels, and in some cases each parcel travels with a different courier. The tracking page now handles this: your customer sees each parcel on the left, with its courier and tracking number, and selecting a parcel shows its tracking events.
Before this, the customer only saw one of the tracking links, which was confusing.
Clearer "Shipment created" step on the tracking page
The "Shipment created" step that appears on every shipped order now tells your customer what happens next: "You will receive a tracking update as soon as the courier scans your package." This answers the most common question between packing and the first courier scan.
2. Returns and post-purchase
One open return per order, with clearer messages
By default, a customer can now have one open return per order at a time. If they try to start a second one, they see a clear message telling them to cancel the existing return or wait until the warehouse has processed it, with a button to view their return requests.
If you want customers to be able to create several returns for the same order, switch on "Allow multiple returns" in your post-purchase settings.
When a customer cancels a return, they now confirm that they have not used, and will not use, the return label from that return.
GLS home pickups show the right tracking number automatically
When your customer books a GLS home pickup for a return, GLS issues a new tracking number that replaces the one originally given. myOGO now picks up that new number automatically, makes it the return's tracking number and switches tracking over to it. Older returns have been updated too.
You no longer need to ask us for the working tracking number on a GLS home-pickup return.
Return rules moved into your post-purchase settings
Return rules are no longer a separate item in the menu. You now reach them from your post-purchase settings, under Return settings → Manage return rules, next to the other return options.
Share post-purchase settings between your channels
If you run several sales channels, you can now set up your post-purchase settings once and let other channels use them. Choose a channel under "Inherit settings from channel" in your post-purchase settings, and that channel's return, claim, page design, template and return rule settings apply. The channel's own earlier settings are kept, so you can switch back at any time.
3. Products
New product sync page
Products → Product sync in myOGO2 has a new page that puts your webshop products and your myOGO products side by side, matched by SKU, with stock on both sides. Products that exist on only one side are marked, stock differences are flagged, and "Stock differences only" shows just the mismatches.
It is faster than the old page with modern webshops.
Product health: find catalogue problems in one check
The new Product health page (Products → Product health) compares your webshop's whole catalogue with myOGO and lists what doesn't line up: missing product links, SKUs found on only one side, duplicate or empty SKUs, missing or invalid barcodes, missing weights and dimensions, and names or values that differ.
Press Run check, then click an issue to filter the list. Excel exports every finding. Barcode, weight and dimension checks are available for Shopify, WooCommerce and Wix. Other platforms get the link and myOGO-side checks, and the report tells you which checks it couldn't run.
Clean product data means fewer orders stuck on missing information and correct shipping costs.
Kits: build a kit and order its assembly from the product page
In myOGO2, a product can now be turned into a pre-packed kit with Convert to kit. Add the component products and quantities, and save. The kit has its own stock and ships like a normal product.
From the same page you can send a production request to the warehouse: set the quantity, add optional assembly instructions and press Produce. Past requests and how many kits have been produced are listed below.
Kit production is available at selected warehouses. To check yours, email service@ogoship.com.
4. Order management
Swap products on orders with rules
You can now use Rules to replace a product on an order with another one, for example to ship a different size or a replacement item automatically.
The warehouse picks the substitute, while your webshop, returns and refunds keep showing the product the customer ordered. Each swap is listed under Substituted products on the order, with the rule that made it, when it happened, and an Undo button.
Set how far back the duplicate order check looks
The Duplicate order check now has its own setting: how many days back to look for duplicates (7 by default), and whether to ignore the delivery type when comparing orders. Useful if you regularly get repeat orders from the same customer and want to tune when they are flagged.
Jump between myOGO and myOGO2 on an order
Orders in myOGO now have an Open in myOGO2 button, and orders in myOGO2 have Open in myOGO, so you can move between the two views of the same order in one click.
5. Integrations
Shopify shows your tracking updates
Shopify now receives OGOship's tracking updates and order tags. Your team can follow the delivery status inside Shopify without opening the tracking page, and your customers see it in their Shopify account, for example a "Delivered" status with a progress bar.
6. Working in myOGO2
Open pages in a new tab from lists
On most list pages in myOGO2, hold Ctrl (Cmd on a Mac) and the eye icon turns into a new-tab icon. Click it to open the page in a new tab, so your list stays where it was.
Invoices and custom reports open in myOGO2
The Invoice and Custom reports links in myOGO now open the myOGO2 pages, so you always land on the newer invoice and report views.
7. For developers
New MCP tools for customer chat and shipment tracking
The OGOship MCP server has new tools for AI assistants connected to your myOGO account:
- Customer chat: list and search your chat conversations, read them, and reply. A reply works exactly like one written on the chat page, so your customer gets the normal unread notification.
- Shipment tracking: get tracking events, carrier and tracking link for an order or return, or by tracking number.
Note that chat replies sent through the MCP go straight to your real customers, so check what your assistant writes before it sends.