Tracktor: Frequently Asked Questions
How much does Tracktor cost?
Tracktor is installed, now what?
Before Tracktor can start working on your store, you will need to add Tracktor to your store's navigation menu and customer email notifications, here's more information on how to set this up:
You can request the service on the Tracktor dashboard. Click here to see what's included: Expert Install Service.
How do I fulfill orders for Tracktor?
How do I fulfill orders with multiple tracking numbers?
What statuses does Tracktor track for orders?
Here is more information about these order statuses: Tracktor Fulfillment Events.
What do these shipping alerts mean (Shipping Exception, Failed Attempt, Pending Details, Tracking Expired, and Needs Attention)?
How do I know what carriers Tracktor supports?
I'm using Oberlo, ePacket, China EMS, and AliExpress. Will Tracktor work?
I'm dropshipping, how do I prevent my customers from seeing the package location in China or similar countries?
When the package is in a blacklisted country or custom location, we will replace the tracking information with your replacement message. This is perfect for drop shippers. Click here for more information on how to do this.
Why are my past orders not showing in the Tracktor dashboard?
If you do not see some of your recent orders on the dashboard, please contact our Customer Success Team and we'd be happy to help.
Note: Tracktor does not currently have a way to backfill more than 100 of your past orders at this time.
Can my customers look up their order with a phone number?
To make this experience clear to your users, you will need to make a couple of changes to the Translatable Strings in your Tracktor Dashboard. Here are the steps: Look up orders by phone number.
How do I center or style my Tracking page?
How can I update the order status when the carrier has not and my customers are upset?
You can create Custom Order Statuses from the Tracking Page Editor tab on the app dashboard, and you can manually update order statuses from the Reports tab. You can also bulk update order statuses so you do not have to manually update each order individually.
Here is more information on how to set this up: Custom Order Status.
Can I display an Estimated Date Delivery on my orders' tracking page?
What is the Tracking URL feature? How does it work?
Please note that this feature will send customers a shipping notification immediately after their shipment is fulfilled with a tracking number and second email with a shipping update.
You can find more information about this feature here: Automatically update tracking link to Tracktor URL throughout your store.
After turning on the Tracking URL feature, Tracktor is sending a duplicate shipping email. What can I do to reduce confusion with customers?
Will I be charged by the number of times that an order is tracked?
What orders will I be charged for?
- Shopify POS orders
- Test orders placed using the bogus gateway
- Digital orders that don't require shipping
Can I change my plan in the middle of a billing period?
I have uninstalled Tracktor. Why are tracking links leading to a 404 page?
We are sorry to see you go but before uninstalling our Tracktor app, there are a couple of steps that you must do in order to have a smooth transition without Tracktor.Follow the steps in this article: Steps for Uninstalling Tracktor.