Track and Trace
      Back to home
      1. ShippyPro Help Center
      2. Track and Trace

      Tracking Page FAQs & Errors

      Are facing some issues with the Tracking Page?

      Here's how you can fix them case by case:

       

      What does Assistance on Shipment on my Tracking Page mean?

      You may have noticed a menu titled Assistance on Shipment on the bottom right of your Tracking Page. What's it for?

       

      Trough Assistance on Shipment your Customers will be able to write you a message that will be directly forwarded to your Customer Care section on ShippyPro.

       


      You can decide to Enable/Disable it or redirect messages to another email address from Track & Trace > Customer Care.

      Why my Tracking doesn't work?

      Keep reading to know what may be the reason of the problem.

      • Carrier Disconnected

        Remember, once you delete your Carrier from Connection > Carrier, all the tracking codes won't be valid anymore.

      • Credentials are wrong / not updated
        In case you made some modifications to your carrier credentials, you need to update them also from Carriers > Edit section in order to receive correctly the tracking updates.

      • Wait for the next day

        Some Carriers will generate a valid Tracking Code only after a certain hour, so wait for the next day to verify it.

      • Tracking Activation
        It's also possible that your Carrier needs a Tracking activation, contact you Carrier's Sales Person to request it.

      • End of the Day
        Verify to have correctly proceeded with the End of the Day in case you have set it on Manual from Connection > Carriers > Edit.

         

        If your Carrier's icon presents the Green Tick ✅, it means the Carrier received shipment's information.

      How can I change sender info for tracking emails?

      If you'd like to change your info displayed on Tracking Emails, it couldn't be any easier!

      Enter My Profile > Sender Info and add there all the data you'd like to show to your customers, then click on Save.

       

       

      The new informations will automatically be attached to your next Tracking update Emails.

      • How to remove the estimated delivery date from my Tracking page
        If you'd like not to show the delivery date for your shipments you can decide to disabled the dedicated option from Track & Trace > Tracking Page > Content: