17TRACK Order Tracking

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

Dear customer, We are very sorry for the bad experience you had when you were using our APP. Thank you for your valuable time to give us feedback. Your feedback is the direction of our improvement and optimization. As we communicated with you, our APP currently only supports 30+ languages. We do not support Slovenian, Hungarian, and Croatian as you mentioned. We have also fed back your needs to our product technology team. We also hope to meet the needs of all users and solve the business scenarios of all customers. We are still working hard for this. Since our functions did not meet your needs, we have also negotiated to refund the subscription fee to you. Please keep in touch with us by email. If you have any questions, please feel free to contact us and we will help you solve them as soon as possible. 17TRACK Team

Dear Customer， We are very sorry to have a bad experience in your use of our app. And thank you for your feedback, we are committed to providing better logistics solutions to solve our customers' logistics problems. Upon checking, after you installed our app, your tracking link became your store's brand tracking page, our purpose is to let your customers come back to your store to track the information better and bring you more repurchase opportunities. If you don't want the tracking link to be your store's branded tracking page, we can let you revert back to the original tracking link on the carrier's website. We note that we have assisted you in the online chat yesterday to restore your original carrier's tracking link. If you have any questions, please feel free to contact us again, we will promptly help you to solve. Hope you have a good time. Best Regards 17TRACK Team

Dear customer, We are very sorry for the inconvenience caused to you. Regarding your billing issue, as we mentioned in the online chat and the Shopify ticket, during your upgrade, we only charged the difference in fees for the corresponding number of days of use after the upgrade. The upgrade plan amount will be higher than your previous plan, and you need to make up the difference accordingly. Therefore, the bill on the Shopify side shows that the amounts for the two cycles of Additional Charge for 2024-11-30 ~ 2024-12-16 and Additional Charge for 2024-12-08 ~ 2024-12-16 are correct. We sent you the detailed usage cycle and billing report in the online communication and Shopify ticket yesterday. Regarding the last bill, you will be charged the bill until January. According to our communication, we can refund the corresponding fees to you for the plan you have not used according to the path you paid. Now Shopify has assisted in the refund. We will also communicate with Shopify and our product development team to find ways to make users better understand the corresponding bills. Thank you for your feedback. Feel free to contact us with any questions, we will continue to solve your problems through online chat and email. Best Regards 17TRACK

Dear Customer, We sincerely apologize for any frustration caused and appreciate your feedback. We understand how important this issue is to you, and we're here to help. If you'd like to restore the redirect link, please reinstall our app and enable the redirect function by selecting "Restore the tracking page link to the carrier's official website link" before confirming. Alternatively, if you'd prefer not to reinstall the app, feel free to contact us directly, and we'll work with our support team to assist you in restoring the link. Your satisfaction is our priority, and we're committed to resolving this issue for you as quickly as possible. Thank you for your understanding and patience, and we truly appreciate your support. ❤ Best regards, 17TRACK Support Team

Dear Customer, We apologize for any inconvenience caused and we are still very interested in understanding the reasons why you chose to uninstall our app. Your feedback is extremely important to us. Regarding your issue, since you have uninstalled our app, all the redirect links within our app, including all the functionalities, will no longer work. Therefore, clicking on the tracking number will not redirect you to your brand's tracking page. If you are using other third-party ERP systems or tracking tools, you can use those to push the tracking link result pages again, so that your tracking numbers remain clickable and lead to the corresponding results. The reason our provided method is not working is that, without using our app, the tracking links for your orders need to be activated by another tool. The current issue arises because Shopify does not support your carrier for the tracking numbers, hence it cannot push the tracking result page for this carrier. We sincerely suggest that you continue to use our app's tracking page, which will allow your tracking numbers to yield results and resolve your issue. If you choose not to use the 17TRACK app, we still hope to assist you in resolving your problem. We will reach out to you via email to provide assistance. Looking forward to your response. Best regards 17TRACK

Dear Customer. This is the customer service team from 17TRACK, I don't know if you still have any impression we contact you via email before. Regarding the problems and suggestions you encountered in using the product, we have already feed back to our product manager and technology, and we will quickly make optimization and iteration. Here, in order to solve your confusion, we explain the role of setting common carriers: the purpose is to make the tracking number more accurately matched to the corresponding carriers, and to be able to trace the track events, and we will consider making these functions smoother. We are always committed to improving the customer experience, any feedback and suggestions are very important to us, we hope every customer can solve their business problems through our app, which is also our goal all the time. About customer service, we are very sorry for the trouble caused to you due to the shift change of customer service, we will also improve the quality of our customer service, so that the customer service can understand the customer's demands and problems faster. We also try to contact you by email and hope to get your reply. Best Regards 17TRACK

Dear Customer, We completely understand your concerns and sincerely apologize that our Green Shipping Protection cannot meet all the needs and business scenarios of every client. We have been in continuous communication with our Protection partners to try and cater to all customer requirements and business scenarios, but as you know, this is an especially difficult task that requires ongoing efforts from technical developers. Regarding the issues you mentioned, as discussed in our email communication: 1. About Our Updates: We have only updated the UI interface for displaying Green Shipping Protection; there have been no other changes. 2. About the Impact: Due to limitations in Shopify's closed-cart system, Green Shipping Protection needs to be treated as a product in your store to reflect price changes accurately. Therefore, actions such as adding items to the cart can cause the cart to refresh, and in conjunction with the theme's refresh logic, this creates the refresh effect that you highlighted in the video. 3. About the Solution: When you reported the issue, we suggested that you disable the protection to stop using it, which you did. After disabling it, we verified that the shopping process can be completed without any issues, and we also recommend that you do not use the protection. Upon receiving your feedback, our technical team, customer service team, and the Seel technical team collectively invested 60 hours to address your concerns and attempted to make it possible for you to continue using the protection , which was ultimately resolved and made functional. After thinking twice, we are worrying that some unknown issues may influence your store, therefore, maybe disabling the Protection service is a better choice. If you have any further questions or concerns, please feel free to let us know. 17TRACK Team

Dear Customer, We apologize for the late response, Upon check your account information, We already got your issue and feedback to you via email. But we also want you to know, 1. Our app is fully compliant with Shopify's GDPR: https://shopify.dev/docs/apps/store/data-protection/gdpr and We strictly follow Shopify's requirements and recommendations for developers regarding data security. So When you uninstall our app, there will be no data remaining, and the account can no longer be used. We have noticed that you have already uninstalled it. 2. If you are already using other tracking apps, then no worries, the tracking URL will be auto-recovered. If you have the ERP system, then it also can be recovered by the ERP. and then your customer can track their orders with your original method. We strive to provide prompt and efficient service to all of our customers. and feel free to let me know if there is anything further I can help with. Looking forward to your response! Best Regards 17TRACK Team

Hi, dear friend from PATOYS, Thank you for your genuine feedback, and truly apologize if we have left you such an impression! We are sincerely looking back at the technical issue you've mentioned and have listed the solutions for you. Please don't worry, all of them are resoluble, so we sincerely hope you could back in touch with us via the exclusive case email. We've sent the email, please kindly check. I must apologize for the service has not met your requirement, there might be some misunderstanding about it. The last we want is to make you feel not being treated properly. The servicing team also works on Sunday and there might be a tiny lag between the shifts, the delay was under no intention and will surely be improved. We weren't and will not respond to you in days long, and we welcome the feedback on this to keep our servicing team professional. Please ease your mind that whether you choose to use 17TRACK ever after, we'll provide the support as we always would. All the best to you & your business, Team 17TRACK