How David Donahue worked with Zettler Digital to 28x their ROI using Track by Loop

The Challenge: A missed opportunity hiding in plain sight

David Donahue, a premium menswear brand, had a post-purchase problem that most merchants overlook: the moment a customer places an order is one of the highest-engagement windows in the entire buyer journey — and they were handing it off to a generic carrier page.

Before adopting Track by Loop, David Donahue faced three core challenges:

• WISMO volume: Customers had no reliable way to self-serve tracking, creating unnecessary load on the support team.
• No branded post-purchase experience: Shopify's standard transactional notifications were functional, but offered no brand experience and no mechanism to drive additional revenue.
• Untapped revenue potential: The post-purchase window — some of the most captive, purchase-ready traffic a brand gets — was generating zero incremental revenue.

"Customers checking on their orders represent some of the most captive, purchase-ready traffic you'll ever have, and we were leaving that on the table." - Nick Ledwitz, eCommerce Manager

The Solution: A branded tracking page built to convert

Working with their digital marketing agency Zettler Digital, David Donahue implemented Track by Loop to replace the generic carrier tracking experience with a fully branded, on-site tracking page — complete with FAQs and product recommendations designed to drive repurchase.

Zettler Digital upgraded David Donahue’s transactional notifications from bare bones Shopify emails to branded Klaviyo flows tied to Loop's shipping events, keeping customers informed at every stage of the delivery journey.

The setup was intentionally simple: just a clean, branded experience that met customers where they were already looking.

"You’re already paying to acquire the customer. Not monetizing the post-purchase window means you are leaving money on the table. Track by Loop fixes that in a way that is both operationally efficient and directly tied to revenue.” - Ben Zettler, Zettler Digital

The Results

Over the last year, the impact was clear and measurable across support, retention, and revenue.

WISMO: virtually eliminated

Since implementing Track by Loop, inbound "where is my order" requests have dropped to near zero — including cases of misdelivery. The CX team now focuses on complex tickets that need human intervention, rather than fielding routine tracking questions.

“When customers can self-serve tracking in a clean, branded experience, the WISMO tickets drop. That reclaims real time for the team to focus on interactions that actually require a human." - Nick Ledwitz, eCommerce Manager

Branded order tracking = new revenue stream

By working closely with Zettler Digital to build out highly-customized transactional emails around Track by Loop’s shipping events, David Donahue has leveled up its post-purchase experience.

With open rates for transactional emails averaging 76% and a strong average click through rate of 17%, it’s no surprise that they’re seeing a strong 1.16% conversion rate on its order tracking page.

What that 1.16% conversion rate has meant for David Donahue is $64K in tracking-page-influenced revenue generated from 189 new orders, averaging $336 in net new revenue per order generated from their order tracking page.

"You're already spending to acquire customers — the post-purchase window is one of the most engaged moments in the entire journey, and most brands are handing that off to a FedEx tracking page. The $64k in tracked sales we generated in the last year made the ROI case pretty clear." - Nick Ledwitz, eCommerce Manager