Order Status or Tracking Information Incorrect

If your customers are reporting that their order status or tracking information is not displaying correctly, this is typically related to one of several common issues.

What Customers See on the Tracking Page

When a customer successfully looks up their order, the tracking results page displays:

  • A personalized greeting with the customer's name, order number, and fulfillment status badge
  • A map showing the shipping address location
  • Shipment cards with carrier name, tracking number, and a link to the carrier's tracking page
  • A progress bar showing delivery stages (Confirmed → In Transit → Out for Delivery → Delivered)
  • Estimated or actual delivery dates
  • A timeline of tracking events with dates and locations
  • Order items with images, quantities, and prices
  • An order summary with subtotal, shipping, discounts, tax, and total

If any of this information appears incorrect or is missing, check the causes below.

Most Common Causes

1. Unsupported Shipping Carrier

Trackable displays tracking information from carriers that are officially supported by Shopify. If you use a custom or third-party carrier that is not integrated with Shopify's tracking system, the tracking details will not appear.

Common supported carriers include:

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

2. Tracking Number Not Added to the Order

Tracking information must be properly added to the order in Shopify. To verify:

  1. Go to Orders in your Shopify admin
  2. Open the specific order
  3. Check if tracking information has been added in the Fulfillment section
  4. Confirm the carrier name is selected and the tracking number is entered

3. Recent Fulfillment

If you have just fulfilled an order and added tracking, there may be a short delay before the carrier's tracking events appear. The order status and tracking number should appear right away, but detailed events like "In Transit" depend on the carrier updating their system.

4. Customer Verification Issues

Customers must enter the exact email or phone number associated with their order. The app verifies that the contact information matches before showing results. Common issues include:

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

5. Map Not Displaying

The shipping address map relies on geocoding the delivery address. If the map does not appear, it may be because:

  • The shipping address on the order is incomplete or imprecise
  • The geocoding service could not find a match for the address

This does not affect the rest of the tracking results — all other information will still display normally.

6. Order Items or Pricing Missing

If order items or the pricing summary do not display, check that:

  • The order has line items in Shopify (not a manual order with no items)
  • The order has not been fully refunded (refunded items may show $0)

How to Troubleshoot

  1. Verify you are using a Shopify-supported carrier
  2. Confirm tracking numbers are correctly added to orders in Shopify
  3. Check that the order status is "Fulfilled" in your Shopify admin
  4. Ensure customers are using the exact contact information from their order
  5. Test the lookup yourself with a known order to reproduce the issue

Next Steps

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

  • Provide the specific order number where tracking is not working
  • Let us know which shipping carrier you are using
  • Share a screenshot of the tracking information as entered in Shopify

Contact our support team at support@soviapps.com and we will investigate further.

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