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Frequently Asked Questions
Can't find what you're looking for? Browse the topics below.
Connection FAQ
The TrackShip connection issue can happen in 2 cases:
The first option is that your SSL certificate is not properly installed or that your WordPress URLs (WordPress > Settings > General) are HTTP and not HTTPS. Once you change the URLs to HTTPS, from the WooCommerce orders admin, mark the orders with connection issue and from the bulk actions menu, choose Get Shipment Status and apply.
The second option is that you changed your store URL. If you did that, you should delete the store connection from your TrackShip account dashboard and connect your store to the new URL. Once you connect the new URL, from the WooCommerce orders admin, mark all the orders with connection issue and from the bulk actions menu, choose Get Shipment Status and apply.
The first option is that your SSL certificate is not properly installed or that your WordPress URLs (WordPress > Settings > General) are HTTP and not HTTPS. Once you change the URLs to HTTPS, from the WooCommerce orders admin, mark the orders with connection issue and from the bulk actions menu, choose Get Shipment Status and apply.
The second option is that you changed your store URL. If you did that, you should delete the store connection from your TrackShip account dashboard and connect your store to the new URL. Once you connect the new URL, from the WooCommerce orders admin, mark all the orders with connection issue and from the bulk actions menu, choose Get Shipment Status and apply.
The connection error might be due to a few reasons:
- You are using a shared host - most shared hosts have disabled the HTTP Authorization Header by default. Contact your web host and make sure they are not blocking HTTP requests from external websites.
- Edit your .htaccess file by adding:
RewriteEngine on\nRewriteCond %{HTTP:Authorization} ^(.*)\nRewriteRule ^(.*) - [E=HTTP_AUTHORIZATION:%1]
The trigger to auto-track shipments by TrackShip is to add tracking to an order and change the order status from Processing to Shipped (Completed). TrackShip will not automatically track orders that were Shipped before you connected your store.
You can trigger these orders to TrackShip by using the Get Shipment Status option in the WooCommerce orders admin bulk actions menu.
You can trigger these orders to TrackShip by using the Get Shipment Status option in the WooCommerce orders admin bulk actions menu.
TrackShip will not automatically track orders that were Shipped when you had insufficient balance. You can trigger these orders by using the Get Shipment Status option in the WooCommerce order bulk actions menu or via TrackShip Settings > Tools.
These messages are from before you connected your store. TrackShip auto-tracks shipments when you change the order status from Processing to Shipped (Completed) and will not automatically update orders that were shipped during the connection issue.
You can trigger these orders by using the Get Shipment Status option in the WooCommerce orders admin bulk actions menu.
You can trigger these orders by using the Get Shipment Status option in the WooCommerce orders admin bulk actions menu.
Tracking FAQ
A Shipment Tracker represents one shipment with a tracking number that you send to TrackShip - from when you ship the order until the shipment is finally delivered. If you add more than one tracking number for one order, each tracking number is a separate Shipment Tracker.
We check the status with the shipping provider every 2–4 hours, depending on the shipment status. For example, we check for updates more often when the shipment is Out For Delivery.
TrackShip supports 1010+ shipping providers around the world. Check our shipping providers list to see if we support your carrier. If you need us to support a new carrier, please suggest your provider on our features board.
The trigger for sending the tracking number to TrackShip is when the order status changes to Shipped (for orders that tracking info was added to).
If you have orders that were shipped before you started using TrackShip, you can manually trigger the Get Shipment Status - check our documentation for more details.
If you have orders that were shipped before you started using TrackShip, you can manually trigger the Get Shipment Status - check our documentation for more details.
- Unknown - The tracking # is not valid, does not match the provider, or is not supported.
- Pre Transit - Carrier has received a request from the shipper and is about to pick up the shipment.
- In Transit - Carrier has accepted or picked up the shipment. It is on the way.
- Available for Pickup - The shipment is ready for pickup.
- Out for Delivery - Carrier is about to deliver the shipment.
- Failed Attempt - Carrier attempted delivery but failed, and will try again.
- Cancelled - The delivery has been cancelled.
- Return To Sender - Shipment is returned to sender.
- Delivered - The shipment was delivered successfully.
If you are using a custom shipping provider, please use the predefined provider. Check if your provider is on our supported shipping providers list. If your provider is on the list, please enable it from the AST shipping providers list and use the predefined provider when adding tracking to orders. If you can't find your provider, you can suggest a shipping provider here.
The estimated delivery date is not available for all shipment statuses and all shipping providers. If the estimated delivery date is available with the shipping provider API, we display it. Check your shipping provider's tracking page - if it shows there but not on yours, please contact us.
Subscriptions FAQ
When you sign up for your TrackShip account, you'll get 100 shipment trackers for free to try the service. Once you complete the trial balance, you need to sign up for a paid subscription to continue using TrackShip.
We accept all major credit cards including Visa, Mastercard, American Express, and Discover.
No. You can fully test out TrackShip and all its features with the free trial Trackers without adding a credit card. It is completely up to you if you would like to carry on using TrackShip after your trial has ended.
If you finished all your trackers balance before your renewal date, you can upgrade to a higher plan at any time from your TrackShip account. Your renewal date will stay the same and you will be charged for the new plan on the difference for the remaining period.
Yes, you can downgrade manually. You will be moved to the new plan on your next renewal date.
Yes, you can change or cancel your plan at any time in your dashboard. Once you have cancelled, you'll still have access to your premium plan until the end of your subscription cycle.
You can add all your stores to the same TrackShip account and you'll pay one price based on the combined monthly shipment trackers volume of all your stores.
No, we only charge per shipment tracker, no matter how many status events were created during its life cycle.