Why Isn't the tracking Link My Store's Tracking Page After Enabling Redirection?
If your "Tracking Number Redirection" feature is enabled but clicking the tracking number still does not redirect to your Tracking Page, this is usually caused by sync delays, third-party tool overrides, or configuration conflicts. Please don't worry; follow the steps below to troubleshoot. Most issues can be resolved quickly.
I. First, Confirm: Is the Redirection Feature Successfully Enabled?
- Go to 17TRACK Backend > Tracking Page > Replace Tracking Link (Redirection).
- Confirm the toggle switch shows as Enabled (green).
II. Step-by-Step Troubleshooting & Solutions
If the feature is confirmed to be enabled but the problem persists, please check the following common causes in order.
1. System Sync May Have Delays
- Phenomenon & Cause: When order volume is high, the system requires some processing time to update all links.
- Solution: After enabling the feature or clicking "Redirect Historical Orders", please wait for up to 24 hours. Delays are usually resolved within this timeframe.
2. Link Overridden by Other Third-party Systems or Platforms (Most Common Cause)
If you are also using ERP systems, Dropshipping platforms, logistics software, or other order fulfillment tools, they might override the link set by 17TRACK with their own tracking links when syncing shipment information.
- Troubleshooting & Resolution:
- For Dropshipping Platforms: Please contact your supplier or the platform's support to confirm if they have enabled the "Automatically Upload Tracking Number/Link" function. If it is enabled, request them to disable this function, or set the "Tracking Link" within their system to your 17TRACK Tracking Page link.
- For ERP or Other Operational Systems: Please log in to the backend of that third-party system. Navigate to settings related to "Settings", "Shipping", or "Fulfillment" and find the "Tracking Link" settings. Modify the link address there to your 17TRACK Tracking Page link.
- Core Principle: You must ensure that the last system to sync or update tracking information to Shopify is using the 17TRACK Tracking Page link; otherwise, the link will be overridden.
3. Link Manually Modified or Overridden by Automation Rules
- Phenomenon & Cause: If a team member has manually modified the "Tracking Link" in Shopify Admin > Order Details, or if related automated workflows (e.g., using Shopify Flow) are set up, this could override the redirection link.
- Solution: Communicate with the relevant team to confirm and check Shopify's automation rules.
III. How to Get Further Assistance?
If you have tried all the troubleshooting steps above, but the problematic link is still not fixed after 24 hours:
- Prepare Information: Please contact 17TRACK Customer Support. To help us locate the issue quickly, be sure to provide the following information:
- Your Store Name.
- 1-2 specific Order Numbers experiencing the issue.
- The Name of the Third-party System you are using (e.g., ERP, Dropshipping platform name).
- Emergency Workaround for Individual Orders (Optional): For urgent handling of individual orders, you can go to Shopify Admin > Order Details > Fulfillment Information and manually change the "Tracking Link" field to your Tracking Page link.
- Batch Update for Recent Orders
If a large number of orders are affected, you can disable and then re-enable the redirection feature in your 17TRACK settings. The system will automatically update the tracking links for all orders synced within the last 30 days to your current branded tracking page link.
Updated on: 15/04/2026
Thank you!