Order Status or Tracking Information Incorrect

If your customers are reporting order status information not displaying correctly, this is typically related to one of several common issues:

Most Common Causes

1. Unsupported Shipping Carrier

Trackable only supports shipping carriers that are officially supported by Shopify. If you're using a custom or third-party carrier that isn't integrated with Shopify's tracking system, the tracking information won't appear in the order status page.

Supported carriers include:

  • USPS, UPS, FedEx, DHL (United States)
  • Canada Post, Purolator, UPS (Canada)
  • Royal Mail, Evri, DPD (UK)
  • And other carriers officially supported by Shopify in your region

2. Tracking Number Not Added to the Order

The tracking information must be properly added to the order in Shopify. To verify this:

  • Go to Orders in your Shopify admin
  • Open the specific order
  • Check if tracking information has been added in the Fulfillment section

3. Recent Fulfillment

If you've just fulfilled an order and added tracking, there might be a delay of up to 1 hour before the tracking information appears in the order status page.

4. Customer Verification Issues

Customers must enter the exact email or phone number that was used when placing the order. Common issues include:

  • Using a different email address than what's on the order
  • Entering a phone number in a different format (with or without dashes, country code, etc.)
  • Typos in email address or phone number

How to Troubleshoot

  1. Verify you're using a Shopify-supported carrier
  2. Confirm tracking numbers are correctly added to orders
  3. Check that the order status is "Fulfilled" in your Shopify admin
  4. Ensure customers are using the exact contact information from their order

Next Steps

If you've confirmed all the above and are still experiencing issues:

  • Please provide a specific order number example where the tracking isn't working
  • Let us know which shipping carrier you're using
  • Share screenshots of the tracking information as entered in Shopify

Our team will investigate further to help resolve this issue.

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