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

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.

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 carrier is NOT on the list: This carrier is not yet integrated with our service. You can submit a carrier integration request via our in-app live chat. Our team will evaluate and proceed with the addition process.
• If the carrier IS on the list: This indicates a technical syncing anomaly. Please contact our in-app live chat immediately, provide the specific tracking number, and our technical team will conduct an urgent investigation for you.

Scenario 3: Tracking Available on Both Carrier & 17TRACK Website, But "Not Found" in Shopify Backend

Troubleshoot by checking the Main Status, Sub-status, and Latest Event displayed on your Shipments page.

1. Main Status: 【Pending】, Sub-status: 【Insufficient Quota】

(Latest Event often states: "Insufficient quota before, now available.")

• Cause: The tracking quota for your current plan or Top-up Pack has been exhausted.
• Solution:

1. Replenish Quota: Go to the 「Billing」 page to check your remaining quota. Purchase a Top-up Pack or upgrade your plan as needed.
2. Manually Retrack: After obtaining new quota, return to the 「Shipment Management」 page and manually trigger tracking for affected orders using either method:

- Method 1 (For specific orders): Check the boxes next to the orders you need to query, then click the "Retrack" button above the list.

- Method 2 (Batch by date): Click the notification bar or action area at the top of the page, select "Select Orders", filter by date, and retrack all orders from that period with one click.

2. Main Status: 【Not Found】, Sub-status: 【Tracking paused】

(Latest Event often states: "No tracking info for multiple days. Suggest selecting carrier and retracking.")

This status is usually caused by one of two specific situations:

Situation A: Carrier Has Not Updated Tracking for a Long Time

• Cause: The system has automatically stopped tracking because no new tracking information was found for 5 consecutive days.
• Solution: Click the "Retrack" button for the order. If there are still no updates after several attempts, we recommend contacting the carrier directly to inquire about the lack of tracking updates.

Situation B: Carrier Not Matched

• Cause: The system failed to automatically identify the correct carrier for this shipment.
• Solution:

In the order list, manually select or correct the carrier for the order.

(Recommended) Go to 「Settings」 > 「Frequent Carriers」 to add your most commonly used carriers. This setting significantly improves the accuracy of future automatic carrier matching.

3. Main Status: 【Not Found】, Sub-status: 【Carrier Service Error】

(Latest Event often states: "Usually takes 6-12 hours to recover")

• Cause: The carrier has been identified, but the query failed due to a temporary server failure or network issue on the carrier's side.
• Solution: The system will continue to retry the query automatically. We recommend waiting patiently for the carrier's network to recover.

4. Main Status: 【Not Found】, Sub-status: 【Waiting for details from carrier】

(Latest Event often states: "We will update once carrier updates.")

• Cause: The package may have just been shipped, and the carrier's website has not yet scanned or posted the tracking information.
• Solution: Please wait a few hours to a day. If the delay persists, contact the carrier to confirm if the package has been picked up and scanned.

5. Main Status: 【Not Found】, Sub-status: 【Invalid tracking number】

(Latest Event often states: "Invalid tracking number.")

• Cause: The system detected an incorrect format or an unrecognizable tracking number.
• Solution: Go to your Shopify admin > Orders, find the corresponding order, check and update it with the correct tracking number. 17TRACK will automatically sync the updated information.

6. Main Status: 【Not Found】, Sub-status: 【Additional info is required】

(Latest Event often states: "Additional information is required.")

• Cause: Tracking with this carrier requires additional parameters, such as the recipient's postal code or the last four digits of a phone number. Please refer to the complete requirements here: Additional Tracking Parameters List
• Solution: You can choose to add the required information in either the Shopify admin or the 17TRACK backend.

- Option 1: Add in Shopify Admin (Recommended for new orders)

This method permanently improves customer information for future orders as well.

1. Go to your Shopify admin and navigate to 「Orders」.
2. Find the corresponding order and click into its details page.
3. Click 「Edit shipping address」, fill in or verify the complete postal code and recipient phone number.
4. After saving, 17TRACK will automatically sync the updated information and retry the query.

- Option 2: Add in 17TRACK Backend (Suitable for quickly handling existing orders)

This method allows for quick information addition directly within the tracking interface.

1. On the 「Shipment Management」 page in your 17TRACK backend, use the filter to show orders with Main Status: "Not Found" AND Sub-status: "Additional Info Required".
2. Click into the target order's details page.
3. Fill in the required parameters (e.g., "Postal Code", "Last 4 Digits of Phone") in the specified fields.

IV. Handling Specific Scenarios

Scenario A: "Not Found" After New Subscription

• From no plan to a new subscription: Shipments created before the upgrade need to be synced manually. Click the "Sync" button in the top-right corner of the Shipment Management page.

• Upgrading within an active plan cycle: You gain new quota after upgrading, but orders previously paused due to insufficient quota need you to manually click "Retrack".

Scenario B: Ensure the order is synchronized to 17TRACK

• Core Check: First, confirm the order appears in your Shipment Management list.
• Sync Condition: Only orders fulfilled with a tracking number in your Shopify admin will auto-sync to 17TRACK.
• If not synced: Go to your Shopify admin to check the order's fulfillment status and verify the tracking number is entered correctly.

V. How to Contact Us

If you have tried all the steps above and the order(s) still show as "Not Found", please feel free to contact us anytime via the in-app live chat. To help us locate and address the issue quickly, please be sure to provide the specific order number or tracking number.

Updated on: 15/04/2026