Find the fix. Keep orders moving.

BestTrack brings Shopify order tracking into one merchant dashboard and gives customers a branded self-service tracking page. Merchants can enable shipment emails and apply custom checkpoints to selected orders on Free. Pro adds mainland China location masking and editable email templates.

1. Confirm that orders appear in the tracking dashboard.
2. Publish the customer tracking page to the Main menu or Footer menu.
3. Choose and enable email events in Notification → Notify Customer.
4. On Free or Pro, configure Custom Checkpoints and click Apply for selected orders.
5. On Pro, configure mainland China Region Blocking or custom email templates.
6. Use a test order to check the customer page and notifications.

Customer shipment events are off by default. Open Notification → Notify Customer, enable the events you want, and save. BestTrack sends only when a new matching status occurs after the event is enabled; it does not backfill earlier events.

Available shipment events: In Transit, Out for Delivery, Ready for Pickup, Delivery Failed, and Exception. Custom Checkpoint Reached is a separate event.

The current BestTrack merchant and product interfaces are English only. Pro merchants can enter Chinese or other language characters in custom email templates. Date and currency formatting follows the store locale.

No. BestTrack is used for order tracking displays, shipment emails, and plan usage. It does not edit product prices, inventory, or SKUs.

1. Confirm that the order has usable fulfillment or tracking information.
2. Refresh the order list and search by order or tracking number.
3. Check filters and date ranges.
4. Review plan usage; new orders pause when a Free store exceeds 300 tracked orders in a month.
5. If it is still missing, send support the store domain, order number, tracking number, order time, and screenshots.

No. Usage is based on tracked orders in the month. Multiple shipment updates for the same order still count as one order.

Customers can use the branded BestTrack tracking page and look up a shipment with a tracking number. Order-number plus email lookup is not currently enabled in the customer-facing page.

This is expected when a Pro store uses Region Blocking. The setting changes only what customers see; the merchant dashboard keeps the complete shipment history.

1. Confirm that the store is on Pro.
2. Open Settings → Region Blocking.
3. Turn on the setting and review the Customer view preview.
4. Click Save.

The current version masks mainland China country, state, city and street details while keeping shipment statuses visible.

Yes. Region Blocking masks mainland China location details only on the customer tracking page. The merchant dashboard continues to show the complete, unfiltered tracking history and statuses.

Region Blocking does not hide an entire route. BestTrack keeps the boundary event where the carrier first receives shipment information and shows the carrier journey after that point.

1. Confirm that you clicked Save.
2. Check whether the event happened before or after the carrier's first information event.
3. Verify on the customer page, not only the merchant dashboard.
4. If an earlier event should be hidden, send the tracking number and screenshot to support.

Region Blocking is a Pro feature. Free stores see an upgrade prompt and can configure the setting after the Pro subscription is approved.

They fill the quiet period between checkout and the carrier's first scan. Free and Pro merchants can show steps such as order review, quality check, packing, or labeling so customers know the order is progressing.

You can add up to eight custom checkpoints, plus the two default steps Order Confirmed and Package Picked Up.

1. Open Settings → Custom Checkpoints.
2. Select + Add checkpoint.
3. Enter a name, description, and time offset.
4. Add other steps and drag them into order.
5. Select the orders that should use the workflow.
6. Click Apply or Save.

Yes. The current version supports multiple pre-shipment checkpoints, each with its own name, description, and display timing.

Yes. Drag checkpoints into the preferred order; you do not need to delete and recreate them.

Timing is continuous. The first checkpoint is calculated from the customer’s order time. Each later checkpoint continues from the previous checkpoint time. Offsets can use days, hours, and minutes.

Yes. Search by order or tracking number, filter by fulfillment status or order date, select individual orders or a page of orders, or paste a batch of order numbers. Batch input accepts English commas, Chinese commas, or line breaks and cleans leading # characters and duplicates.

Not currently. The selected orders receive the same complete checkpoint workflow. Configure and apply separate batches when different orders need different workflows.

1. Confirm that checkpoints were created and enabled.
2. Confirm that target orders were selected, not only that checkpoints were created.
3. Click Apply.
4. Open an order that received the configuration.
5. Check whether checkpoint timing conflicts with the carrier's first information event.
6. Refresh the customer tracking page.

No. Custom checkpoints represent the merchant’s pre-shipment workflow. They appear between Order created and the carrier’s first Shipment information received event, not inside the real carrier journey.

BestTrack limits custom checkpoints to the period before the carrier's first shipment information event so the merchant workflow does not conflict with real tracking events.

Shipment events include In Transit, Out for Delivery, Ready for Pickup, Delivery Failed, and Exception. These events are off by default and must be enabled by the merchant. Custom Checkpoint Reached is configured separately.

1. Confirm the store is on Pro.
2. Open Notification → Notify Customer.
3. Enable the event.
4. Select Customize email template.
5. Edit the subject and body and insert the variables you need.
6. Check Preview and click Save template.

Free stores can enable the default notification templates and Custom Checkpoint Reached email.

Available variables include order number, customer name, tracking number, carrier, tracking-page link, and store name. Tracking number and carrier are system values. BestTrack currently does not provide an estimated delivery date variable.

Emails are sent from noreply@mail.besttrack.app. The sender name shown to the customer is the merchant’s store name.

1. Confirm that the event is enabled and saved.
2. Confirm that the matching status changed after the event was enabled.
3. Check whether the same event for the order was already sent within 30 minutes.
4. Ask the customer to check spam and promotions folders.
5. Wait about one minute and refresh the record.
6. If it is still missing, send support the store domain, order number, event, trigger time, and customer email.

To prevent duplicate messages, BestTrack does not resend the same shipment event for the same order within 30 minutes.

No. BestTrack currently supports email notifications only.

The allowance resets each month according to the Shopify subscription billing cycle. Check Billing in BestTrack for the current period and usage.

New orders pause and the dashboard shows a usage warning. Wait for the next monthly reset or upgrade to Pro to resume tracking new orders.

No. Tracking continues. Orders above the included 1,000 are billed at $0.03 per order for that month.

1. Check current-month usage in Billing or Usage.
2. If a Free store reached 300 orders, the pause is expected.
3. Wait for the next reset or upgrade to Pro.
4. If the limit has not been reached, collect the order details and contact support.

1. Select Upgrade to Pro.
2. Review the price and features.
3. Select Confirm — $9/month.
4. Approve the subscription on the Shopify Billing page.
5. Return to BestTrack and confirm that Pro features are unlocked.

1. Confirm that Shopify billing authorization was completed.
2. Return to BestTrack and refresh the current plan.
3. Check the app subscription status in Shopify admin.
4. Avoid repeatedly confirming the same operation.
5. Send support the store domain, operation time, and error screenshot.

The downgrade starts in the next billing cycle and the current paid period is not refunded. Mainland China Region Blocking and custom email templates stop applying, but their settings are retained. Custom checkpoints and default notification controls remain available on Free.

BestTrack uses Shopify Billing. Billing dates follow the subscription cycle shown by Shopify and BestTrack. Pro charges include the $9 monthly subscription and any $0.03-per-order overage from the usage period.

It usually means the account is trying to use a Pro-only feature. Mainland China Region Blocking and custom email templates require Pro; Custom Checkpoints do not. If the store is already on Pro, refresh and reopen the page, then send support the store domain, page path, operation time, and screenshot.

The setting was likely changed without clicking Save or Apply. Repeat the change, click the page’s Save, Apply, or Save template action, wait for the success message, and refresh to confirm it was stored.

• Shopify store domain and current BestTrack plan
• Page, action, and steps that produced the issue
• Order and tracking numbers
• Time of the issue and time zone
• Complete error text or screenshots
• Customer and merchant view screenshots when relevant
• For email issues: event, trigger time, and recipient address
• Whether the issue is repeatable and what you already tried