Question 1

[Getting Started] Learn about 17TRACK 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

How to modify my tracking page URL?

Accepted Answer

To maintain brand consistency and enhance the customer experience, you can change the URL of your Tracking page. The modification must be completed simultaneously in both your Shopify admin and 17TRACK admin, and the URL entered in both places must be identical. Otherwise, the setting will not take effect.

|| 📌 Important: You cannot modify this link if your Shopify store is currently "Not open" or under construction.

Please follow the steps below in order:

Step 1: Modify in Your Shopify Admin

Go to your Shopify admin.
Navigate to Settings > Apps > 17TRACK to open the app details page.
In the App proxy section, locate the Custom URL field.
Enter the new URL path you wish to set (e.g., /apps/tracking-page), then Save.

Step 2: Synchronize in Your 17TRACK Admin

Log in to your 17TRACK admin.
Go to Tracking page > Manage Page URL.
Click "Change URL", and enter the exact same URL path as you did in your Shopify admin.
Click Save to complete the synchronization.

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Question 3

How do i install the Tracking Page? 3-step or 1-click installation!!

Accepted Answer

How do i install the Tracking Page? 3-step or 1-click installation!!

I. 3-step operation:

Step 1: Click to Copy the Tracking Page Link.

Step 2: Go to the "Content" feature in your Shopify store, and decide whether to add the tracking page to the main menu or footer menu.

| 💡 Tip: We recommend adding the tracking page to the main menu of your Shopify store so that your customers can easily find and use it.

Step 3: Add the page to the main navigation, paste the tracking page link, and complete the setup.

II. 1-click installation

By installing it in the header and footer, you can allow your customers to quickly find the tracking page entry. Click the "Turn on" button to display it, and click the "Turn off" button to hide it.The branded tracking page is now installed!

|| 📌 Note: The tracking page link cannot be deactivated, but you can hide the tracking page by turning it off.

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Question 4

[Getting Started] How does 17TRACK work? How do I get started?

Accepted Answer

17TRACK App is an app built for Shopify sellers and runs on Shopify’s data. To offer a trackable query experience to your customers, orders must have complete logistics data in the "Shipments" section of 17TRACK.

1. How does 17TRACK work?

The tracking number is the basis for 17TRACK to function properly. After you install 17TRACK, we will read your order data from the Shopify panel (this requires you to proactively upload the tracking number for each order in the Shopify panel). Once the tracking number is available, 17TRACK will start performing functions such as tracking page updates, email notifications, and data analysis based on the order’s logistics information.

2. How do I get started with 17TRACK?

Go to "Settings" and add your frequently used carriers to the "Preferred Carriers" list.

| 💡 Tip: When the package starts shipping, and the carrier is correctly matched, tracking information will be displayed in the "Shipments" section. (To improve carrier matching accuracy to 99.99%, we recommend adding the carrier to your frequently used carriers list.)

In the Shopify admin panel, make sure all orders have a tracking number uploaded.

Fill in the tracking number in your Shopify backend under "Orders." The orders will then be automatically synced with 17TRACK App's "Shipments" section for tracking.

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Question 5

Learn about the Branded Tracking Page

Accepted Answer

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?

1. 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.

2. 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.(Hot)
Hide keywords in tracking results (Hot)
Package map display
Product Recommendation
Set flash sale (New)
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)
Custom CSS

Page Language

Language setting for th

Question 6

Why Are Orders Showing as "Not Found" on 17TRACK? Troubleshooting Guide

Accepted Answer

If an order shows as "Not Found" in your 17TRACK backend or on your Tracking Page, it means our system is temporarily unable to retrieve tracking information from the carrier. Follow this guide to quickly diagnose the specific cause and apply the targeted solution.

Scenario 1: No Tracking Information on the Carrier's Website

If the carrier's official website itself shows no tracking information, the issue originates with the carrier.

Primary Cause: The package was just handed over and hasn't been scanned yet ("information not posted online"), or there's a delay in the carrier's system update.
Solution: - Wait Patiently: It often takes a few hours to 1-3 business days for tracking information to appear online. Please check again later. - Contact the Carrier: If the wait time exceeds expectations, contact your shipping carrier directly to verify the package status.

|| 📌 Note: This situation is essentially the same as the backend sub-status "Awaiting carrier update," both requiring patience for the carrier to process.

Scenario 2: Tracking Available on Carrier's Site, But Not on 17TRACK Website or Backend

If the carrier's website shows tracking, but you cannot find the shipment by entering the same tracking number on the 17TRACK website or in your Shopify backend, please follow these steps:

Visit the list of carriers supported by 17TRACK to check:

**If the

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