Frequently asked questions

A Shopify store, and someone who handles your deliveries — whether that is an in-house dispatcher or an agency you work with. Your drivers need nothing at all.

You connect the store by pasting its address, approve the app in Shopify, and it arrives with a working set of tracking stages, emails and a branded tracking page you can then change.

Connecting the store is a couple of minutes. Making it yours — renaming stages, styling the tracking page, rewriting the emails — is an afternoon at most, and none of it needs a developer. You can also leave the defaults and adjust later.

Orders arrive from the moment you install, because that is when Shopify starts sending them. A Sync orders button pulls in anything from the previous 60 days — Shopify does not return orders older than that without extra permissions we do not ask for.

Yes. Each store gets its own stages, branding, email templates, sequence and fulfillment rules — nothing is shared between them. Switch between stores from the top bar.

Four, and no more than it needs:

• Read orders — to know an order exists and show it to your customer.
• Write orders — so a customer can correct their own delivery address from the tracking page, before the parcel leaves.
• Read and write fulfillments — to mark the order fulfilled once your agency confirms it was delivered.

It does not ask for customer lists, products, discounts or analytics.

No. The tracking page is served on your own domain at yourstore.com/apps/track-order through the Shopify App Proxy. Shopify signs every request, and we verify that signature before reading a single order.

Shopify tells us immediately. The access token is destroyed on the spot and the store stops syncing. Your orders and history are kept, so reinstalling picks up where you left off.

No — and this is deliberate. Drivers deliver and get a signature on the paper note, exactly as they do today. In Tracky a driver is simply a name attached to an order so dispatch knows who has what. Every status update comes from your agency, never from a driver.

The customer signs the paper delivery note at the door. Your agency then records the delivery in Tracky — who signed, when, and optionally a photo of the signed note.

That record is the proof, and it is what releases the fulfillment in Shopify. Photos are only ever visible inside your backoffice, never on the customer’s page.

Because nothing new has happened. The page shows recorded events only — it will not manufacture an update to look busy. If an order sits untouched for more than three days, your dashboard flags it so you can chase it.

Yes. An owner can move an order to any stage from the backoffice. It is recorded as a manual override under your name, so the history stays honest about who changed what.

Whenever you decide. Attach a template to a stage — so it sends the moment an order reaches it — or to a delay in days after the order was placed. You can also send any template by hand, to one order or to a whole filtered selection.

No. A delay only ever schedules an email. Nothing in the system can change a delivery status because time passed.

A shared sending address we operate, with your store name as the sender. Your branding — colours, logo, footer — is applied to the email itself. A per-store sending domain is not available yet.

Every send is logged against its order: scheduled, sent, failed or skipped, with the provider’s reason when it fails and a button to try again. Failures are also counted on your dashboard.

Press Sync orders on the Orders screen. It pulls recent orders straight from Shopify and covers the three cases a webhook cannot: orders placed before you installed, a webhook missed during an outage, and a store reconnected after being uninstalled.

Open it — the reason Shopify gave is shown on the order, with a retry button. The usual causes are a delivery that has not been confirmed yet, or no stage marked as the one that triggers fulfillment.

They need their order number and the email address used at checkout — both, deliberately, so an order number alone cannot be used to browse other people’s orders. The personal link in their email always works.