You just placed an online order and would like to know its status. The most straightforward reflex is to log into your customer area on the seller’s website. However, you need to find the right page, remember your login credentials, and understand the information displayed. Here’s how to make it all simple, step by step.
Multifactor Authentication: What Changes for Accessing Your Customer Area
Recently, more and more e-commerce sites are adding a layer of security at the time of login. Previously, a simple password was sufficient. Today, a code sent via SMS or email is often required as an additional step.
This mechanism is called multifactor authentication (MFA). It no longer only concerns payment. As soon as your customer area provides access to sensitive data (address, order history, invoices, payment methods), the CNIL and the GDPR framework consider MFA as a default expectation, based on Article 32 of the GDPR.
In practice, when you attempt to log in, the site verifies your identity in two steps. First, your password, then a temporary code received on your mobile phone or email. This code expires within a few minutes.
If you do not receive this code, check your spam folder. Also, ensure that the phone number associated with your account is up to date. This is the primary cause of blockage when logging into Nature et Matériaux customer area or any other portal using MFA.
Finding the Login Page and Your Credentials
You may have noticed that the login page is not always in the same location across different sites? Some place it at the top right, while others hide it in a dropdown menu. The most reliable way is to type the site name followed by “customer area” or “login” into a search engine.
Once on the page, two fields appear: your email address (or username) and your password. If you have forgotten the latter, the “forgot password” link resets access in a few minutes. An email containing a temporary link will be sent to you. Click on it, choose a new password, and logging in will become possible again.
Here are some tips to avoid common mistakes:
- Use the exact email address provided when creating the account. A variation (gmail instead of outlook, for example) creates a separate account or blocks access.
- Check for uppercase letters in your password. On mobile, the first letter is often automatically capitalized by the keyboard.
- If the site offers login via a Google or Facebook account, make sure to choose the same social network as during the initial registration.
Order Tracking: Reading the Status and Tracking Number
Once logged in, the “My Orders” or “History” section gathers all your transactions. Each line typically displays the order date, amount, and a status.
The status indicates the exact step where your package is located. The terms vary from site to site, but the pattern remains the same: order confirmed, being prepared, shipped, out for delivery, delivered. If the status remains stuck on “being prepared” for several days, contact customer service quoting your order number.
The tracking number is distinct from the order number. It appears after shipment and allows you to track the package directly on the carrier’s site. Copy this number, paste it on the carrier’s tracking page (Colissimo, Chronopost, Mondial Relay, or others), and you will get the real-time position of the package.
When the Tracking Number Does Not Appear
Some shipping methods do not generate a traceable tracking number. This is common for standard tracked letters or low-cost international shipments. In this case, the only reliable indicator remains the status displayed in your customer area.
If you ordered from a third-party seller on a marketplace, tracking depends on the information that seller provides to the platform. Contact the seller directly via the integrated messaging if no updates appear after the announced shipment.
Accessibility of the Customer Area: A Legal Obligation Since June 2025
Since June 28, 2025, the European directive 2019/882 (European Accessibility Act), transposed in France by the law of March 9, 2023, requires online commerce sites to comply with digital accessibility standards. Any customer portal allowing order tracking is affected.
In practice, this means that customer areas must comply with the EN 301 549 standard and WCAG level AA criteria. Here’s what this changes for you:
- Keyboard navigation must work on all pages, including the order tracking page.
- Color contrasts between text and background must be sufficient for visually impaired individuals.
- Login forms must have understandable labels and clear error messages.
- Product and tracking images must provide textual alternatives.
If a site seems difficult to use (buttons too small, low contrasts, impossible navigation without a mouse), it is no longer just an ergonomic flaw. It is a regulatory breach that you can report.
Consulting Invoices and Contracts from the Same Tab
Most customer areas now group orders, invoices, and contracts in a single interface. The “My Invoices” or “My Documents” tab allows you to download a PDF for each transaction. Keep these documents: they serve as proof in case of disputes or product returns.
Check that your personal information is up to date with each visit. An outdated delivery address or an expired phone number can delay a shipment or block the receipt of the authentication code.
Accessing your customer area and tracking your orders does not require any particular technical skill. The two points that most often cause problems are password recovery and the distinction between order number and tracking number. Once you have these points in mind, tracking your online purchases becomes a matter of a few seconds.
