Support

Have questions? We’re happy to help!

FAQ

Check out our FAQs. If you don’t find an answer here, contact us.

Connection FAQ

Why after connecting my store it shows that my connection is inactive?

The connection error might be due to a few reasons:

  1. Advanced Shipment Tracking Plugin is not installed and activated on your store.
  2. You are using shared host – most shared hosts have disabled the HTTP Authorization Headerby default. To enable this option you’ll need to contact your web host and make sure they are not blocking HTTP request from external websites
  3. Please also edit your .htaccess file by adding the following:
RewriteEngine on
RewriteCond %{HTTP:Authorization} ^(.*)
RewriteRule ^(.*) - [E=HTTP_AUTHORIZATION:%1]

Once you complete these steps, go to your TrackShip account, delete your store connection and re-connect it.

Tracking FAQ

What is a Shipment Tracker?

A Shipment Tracker will automatically track your order from the moment you enter the tracking details and mark it as completed (shipped) until it is delivered to your customer. The Shipment Tracker is continually updated in the background by each of the 100+ carriers working with TrackShip as your order travels through its  life cycle until it’s finally delivered to your customer.

How often are shipment tracking statuses update?

Once Trackship received tracking info, we check the shipment status with the carriers every 2-6 hours and once there is a change in status, we send the updated info to WooCommerce orders.

Which shipping providers (carriers) does TrackShip support?

TrackShip supports 100+ shipping providers around the world – view the full list of couriers. If you would like us to support a new carrier – please contact [email protected] together with a few tracking number samples and the tracking URL and we will check the availability and be in contact with you.

What tracking information is displayed for orders in WooCommerce Orders page?

For every order you will see the shipment tracking status, last update date and estimated delivery date.

Why the shipment tracking status is not displayed for my orders?

The trigger for sends the tracking number to TrackShip is when the order status changes to Shipped (for orders that Tracking info was added.)

If you have orders that were shipped before you started using TrackShip, you can manually trigger the Get Shipment Status, check our documentation for more details

What does each delivery status mean?
  • Unknown – The Tracking # is not valid or does not match the provider or not supported
  • Pre Transit – Carrier has received request from shipper and is about to pick up the shipment.
  • In Transit – Carrier has accepted or picked up shipment from shipper. The shipment is on the way.
  • Available for Pickup – The shipment is ready to pickup.
  • Out for Delivery – Carrier is about to deliver the shipment
  • Failed Attempt – Carrier attempted to deliver but failed, and usually leaves a notice and will try to deliver the package again.
  • Cancelled – the delivery has been cancelled
  • Error – unknown delivery error
  • Return To Sender – Shipment is returned to sender 
  • Delivered – The shipment was delivered successfully

Plans FAQ

Which Payment methods do you support?

We currently support PayPal only. TrackShip is a subscription-based service. Choose a monthly plan as per your requirement and use the plan allocated quota to track shipments. 

What if I go outside of my plan's limits?

That billing month, nothing will change. If it looks like the current month’s orders will push your monthly average orders (over the past 3 months) outside of your current plan’s limits, we’ll let you know and the next billing month, your plan will automatically change and you’ll be charged the new amount.

Can I downgrade?

yes, you can downgrade manually, you will be moved to the new plan in the your next renewal date. If your average monthly orders over the last 3 month drops below your current plan’s minimum, we’ll automatically downgrade you the following month. You’ll only ever pay the cheapest possible price.

Can I cancel my subscription when I want?

Yes, you can change or cancel your plan at any time in your dashboard. Once you have canceled, you’ll still have access to your premium plan until the end of your subscription cycle.

If a shipment Tracker returns no result, does it count?

It doesn’t. When a shipment tracker is not supported by TrackShip or returned Unknown the Shipment tracker isn’t counted in your trackers balance.

What if I have multiple stores?

You can add each one of your stores to the same TrackShip account and you’ll pay one price based on the combined monthly shipment trackers volume of the stores.

Does TrackShip charge for every API call?

No – we only charge per shipment trackers, no matter how many status events were created during its life cycle.