FAQ & troubleshooting

Common questions and fixes for the Avada Order Tracking app.

Installation & setup

Is the app really free?

Yes. No paid plans, no credit card, no trial limit. The app is free to install and use on any Shopify plan.

Which Shopify plans are supported?

All of them: Basic, Grow, Advanced, and Plus. No plan-specific restrictions.

Do I need to touch code?

No. All features are configured through the app admin interface. The tracking page is created for you, the theme extension is a one-click enable.

Can I uninstall without breaking my store?

Yes. When you uninstall:

The tracking page you created stays in your Shopify admin. You can delete it manually or keep it.
The menu item in your main navigation stays. Remove it via Online Store → Navigation if desired.
Orders synced to the app are deleted.

Orders

Orders from before I installed aren't showing up.

Only orders placed after install are synced automatically. To import older orders:

Go to Orders. If the list is completely empty, you'll see a Sync orders button that imports the last 7 days.
For older orders (30+ days), contact support through in-app chat.

Some orders are missing tracking numbers.

A few reasons this happens:

Not yet fulfilled. If the order status is Pending, no tracking exists. You'll see the tracking number once you fulfill in Shopify.
Carrier not supported. The app supports 1,000+ carriers but rare local carriers may not be recognized. Contact support to add your carrier.
Fulfillment was edited. If you fulfilled without a tracking number, then added it later, click Refresh on the order detail page.

Carrier shows as wrong (e.g. "An Post" for a US order)

This happens when Shopify auto-detects the carrier incorrectly. To fix:

Go to Shopify admin → the order → Edit fulfillment.
Change the Shipping carrier dropdown to the correct carrier.
Save. The Avada Order Tracking app picks up the correction within a minute.

How often does tracking status update?

Tracking status refreshes when the carrier reports new scans. Typical carrier cadence is every 4–12 hours. You can force a refresh manually from the order detail page.

Tracking page

The tracking page URL is weird / I want a custom URL.

The default URL is /pages/order-tracking. You can change the slug from inside the app:

Go to Order tracking page in the app sidebar.
Open the URL tab.
Type your preferred slug (e.g. track, where-is-my-order, theo-doi-don-hang). Max 30 characters.

Don't edit the page handle directly in Shopify admin — change it in the app so the URL stays in sync everywhere (storefront widget, emails, menu link).

If a Shopify Page already uses your chosen handle, Shopify will auto-append -1 to avoid conflicts. Delete or rename the conflicting page in Online Store → Pages first.

My brand colors aren't showing up.

Check:

Did you save? The preview updates live but you need to click Save for the storefront to pick up.
Browser cache. Shopify caches metafields. Hard-refresh (Ctrl/Cmd + Shift + R) or test in incognito.
Theme CSS conflict. Your theme may have !important styles overriding. Contact support — we can add CSS overrides.

Can customers look up orders without knowing the order number?

Yes, if you enable Lookup by tracking number. They'll need the carrier tracking number (usually in the shipping confirmation email).

Why do I need both order number AND email for lookup?

To prevent someone from guessing order numbers (#1001, #1002, #1003...) to see other people's shipping addresses, items, and personal info. Requiring email is a privacy safeguard.

Email notifications

Customers aren't receiving emails.

Check in this order:

Trigger enabled? Go to Email notifications and verify the trigger toggle is on.
Spam folder. Ask the customer to check junk/spam.
Correct email on order. On the Order detail page, confirm the customer email is correct. If Shopify cached an old email, edit it in Shopify admin and click Refresh.
Email logs. Contact support and we'll pull logs for specific emails.

How do I customize the "From" email address?

Currently emails send from a shared Avada address for deliverability. Custom sender (your domain) is on our roadmap. Vote for it via in-app chat.

Can I schedule emails (e.g. "review request 7 days after delivery")?

Yes for the delivered trigger — it fires automatically. For custom delays, this is on our roadmap.

Translation

I added a language but customers still see English.

Two things to check:

Language is enabled. Toggle on the row needs to be on.
Detection method matches customer reality. If you picked Browser's language but your customer's browser is set to English, they'll see English. Try Customer's IP if you're based in one country but serve multiple.

I need a language that's not on the list.

Contact support through in-app chat. We add languages on request (takes ~1 week).

Can I translate the emails too?

Yes. The Translation page translates tracking page text. For email templates, the email editor has per-language templates — coming soon.

Product upsell

Why aren't my products showing up on the tracking page?

Check:

Master toggle is on. Product upsell page top toggle.
Products are selected. The product list must have at least one product.
Product is published. Draft products won't show. Publish in Shopify admin.
Browser cache. Hard-refresh the tracking page.

How do I know if upsell is working?

Look at your Shopify analytics:

Online store → Reports → Referrer reports → filter by Tracking page URL.
Check conversion on the specific products you're promoting.

Can I show different products based on what the customer ordered?

Not yet. Currently all customers see the same product list. Personalized upsell is on our roadmap.

Analytics

Numbers in Analytics don't match Shopify reports.

Analytics counts orders by shipment status from the carrier, not by Shopify's fulfillment status. So:

An order Shopify shows as "Fulfilled" may still be "In Transit" in Analytics until the carrier scans it as Delivered.
Analytics excludes cancelled and deleted orders.
Numbers in Analytics may lag Shopify by a few minutes since BigQuery refreshes from webhooks.

"Overdue" in transit — can I change the 7-day threshold?

Currently fixed at 7 days for the In Transit overview card. Configurable threshold is on our roadmap. For now, use the Exception alerts Long in transit alert for customizable thresholds (3-60 days).

Why are my "New Orders" numbers different from total orders placed?

"New Orders" in the trend chart counts orders whose latest tracking status is still Pending or Info Received (i.e. not yet shipped). Orders that have moved further appear in the Delivered or other status lines.

Exception alerts

I'm getting too many alerts.

Adjust in Exception alerts:

Increase thresholds. If Long in transit fires too often, bump from 7 days to 14.
Disable low-value alerts. If you don't ship internationally, Stale orders alerts may be noise.
Batch check daily. Don't react real-time; check once per morning.

The email alert doesn't go to my team inbox.

Alerts send to the shop owner email in Shopify settings. If you need a different email:

Go to Shopify admin → Settings → Store details → Contact information.
Update Shop owner email.
Set up email forwarding from that address to your team inbox.

Carriers

My local carrier isn't detected.

The app supports 1,000+ carriers but may not recognize very local/regional services automatically. Workarounds:

Set carrier manually in Shopify. When fulfilling, choose the correct carrier from Shopify's dropdown.
Request carrier support. Contact us through in-app chat with the carrier name and a sample tracking number. We typically add new carriers in 1–2 weeks.

Can customers click the tracking number to see carrier details?

Yes. On the tracking page, the tracking number is a clickable link that opens the carrier's own tracking page for deeper scan data.

Performance & reliability

Does the app slow down my storefront?

No. The tracking widget only loads on the tracking page (/pages/order-tracking). It doesn't run on your home page, product pages, or cart. Bundle is under 50KB gzipped and loads asynchronously.

What happens if the app is down?

The tracking page itself is hosted with global CDN so availability is 99.9%+. If the carrier API is slow, tracking info may be delayed but the page still loads.

Are my customer emails stored securely?

Yes. All data is stored in Google Cloud (Firestore). We comply with GDPR and CCPA. Emails are used only to power the tracking lookup — never resold or used for marketing.

Still stuck?

Click the Chat with us button on the Home page for live support.
For feature requests, use the same chat — we log every request.

Storefront experience