Articles on: Notifications

17TRACK Email Notifications: Sending Rules & Operation Guide

17TRACK's email notification feature helps you and your customers stay updated on changes in package logistics status. By automatically sending status update emails, it not only enhances customer satisfaction and brand experience but also allows you to quickly respond to abnormal shipments, ensuring smooth transportation.


I. Notification Sending Rules: When Are Emails Triggered?


The system’s email notifications are sent automatically based on clear and simple rules:


📌 Note: The following rules apply to notifications sent to both customers and yourself.


Email notifications are triggered only when the main logistics status of a package changes.

For example, when the package status updates from "In Transit" to "Delivered," or from "Not found" to "In Transit," the system will automatically send a notification email.


Exceptions and Clarifications


To ensure the timeliness and accuracy of notifications and avoid causing inconvenience to users, the system will not trigger email sending in the following special cases:


  1. When status information lacks timeliness:

If a status change occurs, but the latest logistics tracking time is more than 7 days from the current time, the system will not send an email. This is because such information is no longer timely.


  1. When the first sync is the final status:

When a shipment is first synced to the 17TRACK backend in any of the following ways and its first captured status is "Delivered," no email notification will be triggered:

  • Shipments synced for the first time after app installation.
  • Shipments added via the "Manual Sync" feature.
  • Shipments synced automatically.


📌 Special Recommendation: If you want customers to receive complete logistics status notifications, please try to enter the tracking number into Shopify and complete the shipping operation promptly after dispatch. This ensures the system can sync and track the entire shipping process.


📌 Feature Explanation: 17TRACK's email notifications are only triggered automatically by the system and do not support manual resending of previously triggered or missed notifications.


II. Sending Logistics Status Notifications to Customers


Timely sharing of key logistics information with customers is crucial for improving the shopping experience and encouraging repeat purchases.


  • Value: Automatically informs customers when main status changes occur (e.g., from "In Transit" to "Delivered"), enhancing their trust and satisfaction.


  • Management Method:

Path: Go to 17TRACK Backend > Notifications > Customer Notifications.

Operation: Based on your business needs, click the toggle switch on the right to enable or disable all email notifications to customers in bulk.




III. Sending Logistics Status Notifications to Yourself (Abnormal Shipment Monitoring)


Enable notifications for yourself to proactively monitor shipping situations, especially for abnormal packages.


  • Value: Once a package status changes to "Alert", "Undelivered" or similar situations, you will immediately receive an email alert. This allows you to quickly contact the logistics provider or customer to address the issue, preventing potential problems.


  • Management Method:

Path: Go to 17TRACK Backend > Notifications > Seller Notificaions.

Operation: Click the toggle switch to enable or disable email notifications sent to yourself.




💡 Tip: The system provides the following two notification features. Please set them separately in [Notifications] according to your needs:Operational Content Notifications: Used to manage recipient emails for weekly reports, monthly reports, and full shipment exports. Supports adding multiple email addresses.Shipment Status Notifications (i.e., "Seller Notifications"): Only one recipient email can be set. To prevent emails from entering spam folders, the system limits sending to a maximum of 100 status notification emails per day.



IV. Viewing Notification History


You can view all sent notification records at any time to monitor delivery status.

  • View Path: 17TRACK Backend > Notifications > History.
  • Page Features & Operations:

- Search & Filter:

Use the search bar at the top to quickly find a specific notification by entering the Tracking Number, Recipient Email, or Order Number.

You can filter by "Send Status" (Sent successfully/Failed) to focus on checking records that failed to send.


- View Rule Type: In the history list, the "Condition name" column clearly indicates whether each notification was triggered by the "Default condition" or a "Custom condition" you created.


- View History for a Specific Rule: To view only notifications sent via your "Custom condition", select 【Condition name】 in the filter conditions and check "Custom conditon".




  • Regarding Send Failures:

If you find records with a "Failed" status, it usually means the email could not be successfully delivered to the recipient's inbox.


Common reasons include:

  1. Incorrect or non-existent recipient email address.
  2. The recipient's mailbox is full and cannot receive new emails.
  3. The email was placed in the "Spam" or "Junk" folder by the recipient's email service provider.
  4. The email was actively rejected or blocked by the recipient.


💡 Tip: If send failures persist after ruling out the above common causes, please contact 17TRACK customer service for assistance.

Updated on: 15/04/2026

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