Question 1

Learn about status

Accepted Answer

Learn about status

Each tracking number is represented by status at every step of the shipment’s journey. In addition, the carrier provides sub-status.

Pending

Tracking is in progress, and the system is attempting to retrieve shipping information.

Not found

Package is not found at this moment, If necessary, please verify it with the package sender and check back later. General explanation:

The carrier hasn't accepted your package yet or hasn't scanned and entered tracking information for your package yet.
Your tracking number is incorrect or invalid.
The item was posted a long time ago, info not available anymore.

| Tip: after the sender ships your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually it takes a few days for processing, therefore the tracking information may not appear online immediately, please try to track again later.

Info received

The carrier has received the order information for the shipment and is about to pick it up.

In transit

Package has shipped from originating country and is en route to its destination. General explanation:

Your package has been handed over to the carrier.
Your package has been dispatched or departed from its country of origin.
Your package has arrived its destination country and pending customs inspection.
Your package has arrived its de

Question 2

Learn more about Worry-Free Purchase

Accepted Answer

Learn more about Worry-Free Purchase

1. What does Worry-Free Purchase cover?

The Worry-Free Purchase service is provided by Seel, an insurance partner of 17TRACK. Worry-Free Purchase protects against delayed , lost items, and damaged . The specific terms are as follows:

● Delayed :

For domestic shipments, if the package has not been delivered 10 natural days after the merchant has shipped it, it is considered delayed. Consumers can file a claim within the validity period of the insurance policy.

For international shipments, if the package has not been delivered 30 natural days after the merchant has shipped it, it is considered delayed. Consumers can file a claim within the validity period of the insurance policy.

In both cases, Seel will compensate the buyer with $5 (if the transaction currency is not in USD, the compensation will be in the transaction currency. For example, if the transaction currency is EUR, the compensation amount will be 5 EUR. The insurance premium is also charged in the transaction currency).

● Lost :

For domestic shipments, if the package has not been delivered 30 natural days after the merchant has shipped it, it is considered lost. Consumers can file a claim within the validity period of the insurance policy.

For international shipments, if the package has not been delivered 60 natural days after the merchant has shipped it, it is considered lost. Consumers can file a claim within the validity period of the insurance policy.

For l

Question 3

Why is the search result about tracking numbers always "not found" on 17TRACK ?

Accepted Answer

Why is the search result about tracking numbers always "not found" on 17TRACK ?

In the process of order tracking, some of your orders are in "transit" or "delivered" but can't be retrieved on 17TRACK. Please follow the steps below to check:

Confirm whether your tracking quota is used up, if not, please remember to recharge.
Whether the order has just been shipped. For orders that have just been shipped, the carrier may not have uploaded or updated the logistics track information. Please wait for the carrier to upload the information.
Wrong order number. Please check whether the tracking number is correct. If the tracking number is wrong, please go to the Shopify to modify the tracking number. After modification, 17TRACK will automatically synchronize to the shipment lists.
The carrier is wrongly matched. Please check if the carrier of the tracking number is incorrectly matched. If so, you can manually select the right carrier. It is also possible to add a carrier you cooperate with to the carrier list to avoid manual selection. The setting method is at the end of the text.

If your bulk order cannot be tracked for a long time, please click "Track again". 【Please refer to your local time, if there is no update track for more than 5 days, the system will automatically stop tracking.】

![](https://storage.crisp.chat/users/helpdesk/website/1cc3f89e3566e700/4_1dme0s4.pn

Question 4

How do I Install the Tracking Page? Get it in 3 Steps!

Accepted Answer

How do I Install the Tracking Page? Get it in 3 Steps!

Step1： Click here to copy the tracking page URL

Step2： Go to Shopify admin panel -> Content -> Menus. Pick one preferred menu to add: Main menu or Footer menu . | Tip: we recommend adding the tracking page to the Shopify store’s main menu, as this ensures that your customers can easily find and use it.

Step3：Click "Add main menu" and paste the URL in the link box. Now you're all set!

Question 5

How to modify my tracking page URL?

Accepted Answer

How to modify my tracking page URL?

ps: The tracking page link can't be modified if your store is still under construction.

Changing the tracking page link can promote the centralized branding of the store. First, modify the link in Shopify; Second, modify it in the 17TRACK, and the modified content must be consistent, otherwise, it will not take effect; Finally, update the link of the brand tracking page to Shopify. Please follow the steps below:

Step 1: Modify the link in the Shopify

Settings > Apps and sales channels > 17TRACK app > App proxy > Customize URL, you can follow the steps below:

Step 2: Modify the link in the 17TRACK

Tracking Page > Design Tracking Page > Modify, **It needs to be modified in the Shopify and 17TRACK at the same time, and the modified content must be consistent, otherwise it will not take effect. **

Step 3: Update the link of the brand tracking page to Shopify

Copy the tracking page link from 17TRACK > Go to Shopify admin panel -> Content -> Menus. Pick one preferred menu to add:

Question 6

Learn about the Branded Tracking Page #Install my Branded Tracking Page

Accepted Answer

Learn about the Branded Tracking Page #Install my Branded Tracking Page.

17TRACK offers a customizable tracking page that highlights your brand style and helps you improve the post-sales experience. Leverage your brand and the store URL to give your customers the best tracking experience and boost your growth.

What are the Benefits of a Branded Tracking Page?

Show your brand name in the tracking page URL.

When the 17TRACK app is connected to your store, the URL of the tracking page will show your store or brand name.
When the app is not connected with a store, the URL of the tracking page will only show your 17TRACK account name.
When the app is connected to more than one store, a URL will be created for each of the stores and show your store or brand name respectively.

Customize the tracking page to create unique brand image. Custom editing that available for the tracking page (modules, style design, languages).

Feature List:

Custom Editing

Set the tracking page title
Set multiple query methods (Hot)
Set package status and its description
Hide carrier name.
Hide keywords in tracking results (Hot)
Product Recommendation
Marketing Module
Display tracking details, destination, transit time, etc.

Style Design

Font setting for title and text
Color setting for text, button and background (Hot)

Page Language

Language setting for the page and tracking results (Hot). Now tracking page can support 33 langua

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