17TRACK Order Tracking

Dear User， We have received your feedback regarding the duplicate email notifications and have taken it very seriously. Our investigation results are as follows: Based on the screenshot you provided, the two email notifications in the image are different. One is a shipping notification, and the other is a shipments status (out for delivery) notification. The differences between these two notifications are as follows: "Shipping Update" Notification—Triggered when adding or changing the tracking number or changing the logistics provider, informing the consumer of the order status. Shipments status notification "Out for Delivery / Delivered" —Triggered when the package is in transit or has been signed for, informing the consumer of the package's transportation status. If you have any further questions, please feel free to contact us. We will follow up on your request as soon as possible. Best regards! 17track Customer Service Team

Dear User, Thank you for taking the time to share your feedback with us. We have received it and take it seriously. For your specific case, our team has already provided you with detailed guidance through our support channel to help resolve the batch order re-track issue, and we have also assigned a dedicated account manager to personally follow up on your ongoing needs and make sure you get priority attention. For our service as a whole, we have strengthened our product training programs to ensure that our team can respond to App-related questions with greater accuracy and confidence. We are also refining our internal case-handling processes to ensure that every piece of feedback is properly tracked and addressed. We sincerely regret that your experience did not meet your expectations, and we truly appreciate your honesty in bringing this to our attention. At 17TRACK, we are committed to continuously improving not just our product, but every touchpoint of our service, and we will keep striving to enhance your experience with us. Sincerely, 17TRACK Customer Support Team

Geachte gebruiker, Hartelijk dank voor uw feedback. Het spijt ons te horen dat u deze ervaring heeft gehad. Na grondig onderzoek heeft het technische team bevestigd dat er geen verband bestaat tussen de stappen die de app vereist en de beschreven crash van de website. Het DNS-configuratieproces heeft geen invloed op de werking van de website van de winkel. Op het moment van de beoordeling had de winkel geen producten op de front-end staan. Er zijn meerdere verzoeken om technisch bewijs (zoals foutenlogboeken of diagnostische rapporten) gedaan om de gemelde crash te helpen verifiëren, maar er is geen documentatie ontvangen. Er blijft ondersteuning beschikbaar indien relevant bewijs wordt verstrekt. De ondersteuning heeft de geuite zorgen niet terzijde geschoven; er is om medewerking en bewijs gevraagd om een gedegen technische analyse mogelijk te maken. Zonder dat kan de hoofdoorzaak van de problemen niet worden vastgesteld. Dat gezegd hebbende, staat het team open om de zaak opnieuw te bekijken en samen te werken als er meer informatie beschikbaar komt. Wij stellen uw feedback zeer op prijs en hopen dat we dit samen kunnen oplossen. Met vriendelijke groet, Het 17TRACK-team

Dear Customer, Thank you for leaving your feedback. We sincerely apologize that our service did not meet your expectations, especially regarding your concerns about quota deductions. We would like to provide the following clarification: After a thorough review of your account, we confirmed that after you purchased a top‑up pack, all tracking quotas consumed (including new orders synced and manual "retrack" actions on previously untracked orders) were legitimately used within the quota limits of the top‑up pack. No duplicate or extra charges were incurred. Our backend shows no abnormal deduction records. What we have learned and will improve: 1. We will improve the display of billing history and quota consumption in your account, making it more intuitive and transparent so you can clearly see where each quota is spent, preventing similar misunderstandings in the future. 2. We deeply regret that we did not provide a clear explanation right after you raised the question, which affected your experience. We will continue to improve our customer service response quality, ensuring faster and more accurate solutions in the future. We are very sorry that you have uninstalled 17TRACK. If you would like to further review your usage details, we are happy to provide a detailed log at any time. Thank you for your understanding and time. 17TRACK Customer Support Team

Dear User, We sincerely apologize for any inconvenience caused during your use of 17TRACK products and for failing to meet your detailed functional needs as expected. We truly value your feedback and support, and we are writing to respond to your inquiry in detail.17TRACK currently supports three core functions that can meet your basic needs: product recommendation, video insertion, and social media icon display. We have carefully noted your feedback regarding the product limitations: no pre-integrated logo, no professional header, and no dedicated footer for social media icons. We understand that these gaps may have affected your user experience, and we appreciate you bringing these issues to our attention.17TRACK currently supports three core functions that can meet your basic needs: product recommendation, video insertion, and social media icon display. However, we recognize that the current version still has room for improvement, especially in addressing the manual labor burden you mentioned—building designs from scratch due to limited customization tools. Our R&D team will actively incorporate your feedback into product optimization and iteration, ensuring we better meet your functional needs in the future. We are committed to providing more user-friendly tools and pre-integrated features to reduce your manual workload. Once again, we apologize for any inconvenience you may have encountered. 17TRACK has always adhered to consistent, high-standard and high-quality service standards. We sincerely appreciate your feedback and suggestions, which will help us continuously improve our services to better meet your needs. Best regards, 17TRACK Support Team

Hi there, Thank you for your feedback. We sincerely apologize for the confusion and frustration caused regarding your tracking quota usage and our initial support response. We would like to clarify our tracking consumption logic to address your core concern about the quota being used up: • 1 Tracking Number = 1 Tracking Quota: synchronizing and tracking one tracking number consumes one tracking quota. This deduction occurs only when a logistics track is successfully retrieved. To provide full transparency, our technical team can retrieve and provide you with a detailed log of your quota usage upon your request. As a valued and important customer, your case has been flagged for high-priority handling. For any further questions, to request the usage log, or to discuss this matter further, please contact our dedicated support team directly at [email protected]. We will proactively follow up to ensure your concern is fully resolved. We regret that our previous communication did not effectively address this. We are here to support you and rebuild your trust. Sincerely, The 17TRACK Support Team

Dear Customer, Thank you for taking the time to share your honest feedback. We sincerely apologize for the poor support experience you have received, especially as a valued annual plan user. We fully understand your frustration when seeking guidance on platform functionality and not receiving accurate information, which ultimately forced you to resolve issues on your own. We have immediately initiated an internal review of this incident. We are committed to ensuring that every team member can provide you with accurate and effective assistance. Your experience is a crucial reminder of where we must improve, and we are dedicated to rebuilding your trust. To ensure you receive more efficient support, we have activated a dedicated support channel for your account and elevated our support response priority. Should you require any further assistance, please feel free to contact us. A dedicated specialist will be assigned to follow up with you. Sincerely, The 17TRACK Team

Dear User, Thank you for your valuable feedback. We have recorded all your points and sincerely apologize for any inconvenience caused. Below is a summary of our responses: 1. Regarding the Complex Setup We will relay your feedback to our product team to improve usability. In the meantime, you can familiarize yourself with our app through the following resource: • Schedule a personalized product demonstration to explore core features with a specialist; 2. Regarding Adjustments to Free Quotas and Subscription Inducement The free quota we offer to users of the free plan has always been 50. and We operate on a voluntary basis, allowing users to purchase the right plan according to their business needs. 3. Regarding Inability to Retrieve Logistics Information This issue is typically due to the following reasons. We recommend troubleshooting step by step: • Verify if the carrier’s official website has updated information: Our data is sourced from official channels. If the carrier’s website shows no tracking updates, we cannot retrieve the information either; • Check if your quotas are sufficient: Once quotas are exhausted, the system will pause synchronization and tracking. 4. Regarding Paid Plans and Market Positioning We invite you to schedule a personalized online demo to see our core features in action. Thank you for your feedback. We will keep improving our product, and sincerely wish you continued success in your business. Best regards, 17TRACK Customer Service Team

Dear User, Thank you for taking the time to provide such sincere feedback. The issues you have highlighted are of utmost importance to us, We fully understand your disappointment and sincerely apologize that our current service has not yet fully met your expectations. Regarding the issue you reported about map location display, please allow me to provide the following explanation: Our technical team is actively optimizing the address database and location logic. Once again, thank you for your constructive feedback and support. Best regards, 17TRACK Customer Service Team

Dear Customer, Thank you for bringing the issue regarding last-mile tracking information display to our attention. We sincerely apologize for any inconvenience caused by inaccuracies in the tracking updates. Our technical team has already taken steps to optimize the system accordingly. Our team has now fully resolved the display issue. The tracking page will accurately show both the initial carrier and the last-mile carrier information along with their corresponding tracking numbers. Additionally, the system notification issue regarding last-mile carrier details has been resolved. We deeply regret any additional support burden this has placed on your team. With the implementation of these fixes, you and your customers will now enjoy consistent and stable tracking visibility throughout the entire delivery process. We will continue to optimize system performance and maintain ongoing monitoring. If you have any further questions, our support team is always available to assist you. Thank you for your valuable feedback, which helps us continuously improve. We value our partnership with you and are committed to providing you with reliable service. Sincerely, The 17TRACK Team

Thank you for sharing your feedback. We sincerely apologize for any confusion regarding the subscription charge. To clarify, our billing system operates on a standard subscription model: when a plan is cancelled, the change takes effect **after the current billing cycle ends**. This means that if a cancellation is submitted during an active cycle, service continues through the end of that period and the corresponding charge is applied as agreed in our terms. We have verified your account and confirmed that there was **no duplicate or unauthorized charge** applied. The amount you referenced corresponds to the final cycle of active service prior to cancellation. We take billing transparency seriously and are always here to help clarify any charges. If you would like us to review your billing history in detail or provide further explanation, please feel free to contact our support team directly via email or through the app—we’ll be glad to assist. Thank you for giving us the opportunity to clarify. Best regards, The 17TRACK Team

Dear Sir/Madam, Thank you for taking the time to share your feedback with us, and please accept our sincerest apologies for the unsatisfactory experience you encountered during the problem-solving process. We fully understand the disappointment and frustration caused by the recurring issues and delays in response. 1. Clarification Regarding the Issues You Raised We have thoroughly reviewed the two issues you reported: 1) Tracking Page Layout Issue: Initially, the page failed to adjust its height properly due to incomplete script code. Our support team first advised you to copy the complete code for configuration. After you reported the page loading abnormality on November 11, our technical team identified and diagnosed the issue within 5 hours, confirming that your store environment has specific compatibility requirements for iframe tags, which the original single-tag format could not meet. We promptly provided adjusted code in double-tag format, which successfully resolved the display issue on the same day. We sincerely appreciate your patience and cooperation throughout these adjustments. 2) Inconsistent Sender Display Issue: We understand your concern regarding the inconsistent sender display. This situation occurs due to variations in how different email clients (such as Outlook, Enterprise WeChat Mail, and Hotmail) parse the sender field. We confirm that all emails were sent normally from the address you specified. However, differences in display logic across email service providers may result in the full domain field being shown. This behavior is specific to email client interpretation and does not indicate a system functional defect. While we cannot directly control how external clients display this information, we will consider such cases in our ongoing product optimization efforts. You may also contact your email service provider to inquire about potential settings to adjust the display format. 2. Service Response and Refund Policy Explanation We deeply understand your dissatisfaction with the time required to resolve these matters. Regarding the 72-hour refund policy, we would like to clarify that this period is calculated from the successful purchase date (November 6, 2025). Since your refund request was first made on November 11, which falls outside this window, it does not meet the standard refund conditions. We fully acknowledge the shortcomings in our service response. The involvement of multiple agents and some delayed replies negatively impacted your experience. We sincerely apologize for this and are conducting internal reviews to improve our processes. At the same time, we wish to emphasize our commitment to resolving every issue. For example, when you reported the tracking page abnormality on November 11, we responded promptly and provided a complete solution as quickly as possible. We assure you there was no intentional delay, and we continue to attach great importance to all matters you've raised. 3. Compensation Proposal Although your case doesn't qualify for a direct refund under our policy, we would like to offer the following compensation in recognition of your feedback and to address the service shortcomings: - Additional tracking quota for you; - Dedicated support channel** to ensure priority handling and dedicated follow-up for any future issues. We truly value your trust and sincerely hope to rebuild your confidence through our continued service improvements. If you accept this proposal, please reply to confirm, and we will immediately process the quota allocation and arrange subsequent support. We remain open to any additional suggestions you may have. Once again, we extend our sincere apologies and thank you for your understanding. Sincerely, 17TRACK Customer Support

Dear User, Recently, we received your feedback regarding problem with loading in while using the iOS 26 system. First and foremost, we would like to express our sincerest apologies. After days later, the loading problem has now been completely resolved. At this moment, you can normally using an iOS 26 device. We sincerely invite you to try again and look forward to restoring a seamless service experience for you.Every piece of feedback from our users is the most valuable asset on our journey forward. Your voice helps us identify and correct deficiencies in our product in a timely manner. Once again, thank you for your patience, understanding, and continuous support. We look forward to walking this path together with you in the future. Sincerely, 17TRACK

Thank you for sharing your feedback. We' re sorry for any inconvenience caused, and would like to provide some further explanation — simply to avoid any misunderstanding and ensure a better experience for you and other users. When a new user installs 17TRACK, the system automatically syncs the past 30 days of order data to help get started for free. These historical shipments are completely free to track and do not count toward your monthly quota. However, any new shipments generated after installation will be counted toward your free monthly plan. Our free plan includes tracking for up to 50 shipments per month, which is designed to support small store users at no cost. According to our records, your first install was on May 30, 2025 at 21:58:01, and by that point, the number of new shipments already exceeded the free limit. Please rest assured that 17TRACK is free for small store owners, and all payments or upgrades are entirely voluntary — we never charge without user confirmation. Regarding the feature you mentioned, we’ d like to note that we do support similar functionality, though presented in a different way than some other apps. We’ ve explained this before, and believe the current setup can meet your needs. If you have further expectations or suggestions for how we can improve, we’d truly love to hear them. Your input is always valuable to us. Thank you again for trying 17TRACK. We' re here if you need any further support.

Gentile utente, Grazie per il tuo feedback e per la pazienza dimostrata in merito all'inconveniente riscontrato durante l'utilizzo della nostra app. Siamo ansiosi di risolvere il tuo problema. Dopo aver esaminato la cronologia delle tue precedenti chat con il nostro team di assistenza clienti, sembra che tu stia ancora riscontrando problemi con la verifica del dominio email, o forse stai riscontrando altri problemi con il tracciamento o l'utilizzo dell'app. Ti abbiamo anche contattato via email per raccogliere maggiori dettagli su eventuali problemi irrisolti. Ci auguriamo che tu ci dia un'altra opportunità per assisterti. Ci impegniamo ad aiutare ogni commerciante a risolvere in modo efficiente i problemi post-vendita relativi alla logistica tramite la nostra app. Il tuo feedback è estremamente importante per noi e non vediamo l'ora di sentirti presto. Cordiali saluti Team 17TRACK