Why Can't I Find My Order in the 17TRACK Backend?

If you cannot find your order in the "Shipment Management" list in 17TRACK, it is usually due to one of the following two reasons.

1. Order Not "Fulfilled" in Shopify Backend

Core Reason: 17TRACK only automatically syncs orders that have been "fulfilled" in your Shopify backend (i.e., where a tracking number has been entered and the order is marked as shipped).

• Sync Mechanism:

- New Users: After installing the 17TRACK app for the first time, the system will automatically sync orders from your Shopify store that were fulfilled within the last 30 days to the "Shipments" list.

- Daily Use: Thereafter, all newly fulfilled orders in Shopify will be automatically synced to 17TRACK.

• Solution: Go to Shopify Backend > Orders and confirm that the order has a tracking number entered and has been clicked "Mark as fulfilled".

2. Order Manually Deleted in 17TRACK Backend

Core Reason: The order may have been manually deleted on the "Shipments" page.

• Impact of Deletion:

Deleting an order does not refund the query quota already consumed.

Deleted orders cannot be re-synced using the "Sync orders" button.

• Recovery Method (if deleted by mistake):

To re-sync the order to Shipment Management, please follow these steps in your Shopify backend:

1. Go to the order details page and cancel the previous fulfillment.
2. Re-enter the tracking number and click "Create fulfillment" again.
3. Once completed, the order will be re-synced to 17TRACK.

Updated on: 15/04/2026