FAQ and Troubleshooting

Dive into the details of using Order Status Tracker App

FAQ
Order Tracking
Order Tracking
Order status
Order Status
Required input
Order Tracking Page
Output format
Tracking Result Page
Shortcodes
General Settings
Troubleshooting
Order Status Tracker App
FAQ
Troubleshooting
  • Can the customer track their order via the app?
    • No, right now this feature is not supported by the app. Soon, we’re going to add this feature in the pro version as many of our merchants have requested.
  • Why can't my customer track any historical orders?
    • Any the orders placed before 17th March 2020 21:00:00 UTC won't be tracked by the application. With the latest upgrade we have integrated a Paid Third Party Courier Tracking service to enhance the order tracking experience.
  • I have just installed the application and have successfully configured everything but why can't I still track any orders?
    • The orders placed after the application is enabled in your can only be tracked. Any orders placed before the application is enabled in the store won't be tracked.
  • I've just upgraded the plan still I can't track the orders, why is it so?
    • Let us give you an example to clarify your doubt.
    • Let's assume that I'm a new user and on a free plan of the app. Then my customers will only be able to track the first 25 orders placed in the store ("Not tracked") and once the limit of 25 orders is exceeded (let's say limit is exceeded on 10th date of that month) then no further order details will be passed to the tracking service until they upgrade the plan. (Let's assume that I've upgraded the plan (on 15th date of that month) then the order service will be resumed. Here the orders placed between the 10th date to 15th date won't be tracked as no details are passed to the Easy post service.

From where can my customers check their order's status?

You'll observe that a page for checking the order's status will be created in your store on a successful app installation.


What are the type of order status that can be observed while tracking the order with your application?

The statuses that you can observe while tracking the order via our application are as follows:


- Ordered

- Ready To Ship

- In Transit

- Our For Delivery

- Delivered


Why does the order placed in my store always display the status as 'Ordered'?

The order placed in your store are tracked with the help of Shipment id that you enter in the order while marking it as fulfilled. Please make sure that the order your are trying to track is marked as fulfilled and has a shipping id added to it.

What are the type of required inputs that can be set for my customers to enter while they track their order?

These are required input's that can be set for your customers to track the order are as follows:


- Email Address and Order Number

- Only Email Address

- Only Order Number

Can I change the layout or the result page?

Navigate to 'Result Page' settings from the header menu and the first option you'll get there is to select the layout type. The diplay layout types are as follow:


- Horizontal

- Vertical


Can I hide the map from the tracking result page?

Yes, the maps can be hidden from the tracking result page. Navigate to 'Result Page' settings from the header menu and uncheck the checkbox option 'Display map' to hide the maps.


It seems that the maps displayed on the result page doesn't display the proper order location?

The location displayed on the maps is fetched from the courier service providers and it will always display the current order location. Due to the limitations it's not possible to display the location map with Origin and Destination location. If the couries service provider only display the country without any code Postal Code/ Zip Code then it will pin any location relevant to that point.

There are some courier services which aren't listed in the application, is there any way to add them?

Please reach out support team at 'support@hulkcode.com' and they will help you with your request if possible. Check the Currently Supported Couriers list from here.

(All the major courier trackers are integrted with the appliaction and we'll keep adding more in future as per the merchants demand.)


We have added #Prefix & Suffix for the order id's from Shopify settings. Can I track the order with the same Prefix/Suffix in your app?

In 'General Settings' you can observe a page where you have a option to edit the Order ID format for the orders to get traced from our application.

Many a times, due to the third party cookies, apps keeps on loading and never reaches to an end. In this case, you simply need to block third-party cookies from your browser.

If you’re using Chrome, here’s a guide on blocking third party cookies.

If you’re using Safari, here’s the complete guide to blocking third party cookies in safari.

Once you’ve blocked the cookies, simply reload the app. Even after this if the issue continues, contact our support executives at support@hulkcode.com

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