17TRACK Order Tracking

Dear Sir/Madam,

Thank you for taking the time to share your feedback with us, and please accept our sincerest apologies for the unsatisfactory experience you encountered during the problem-solving process. We fully understand the disappointment and frustration caused by the recurring issues and delays in response.

1. Clarification Regarding the Issues You Raised
We have thoroughly reviewed the two issues you reported:

1) Tracking Page Layout Issue:
Initially, the page failed to adjust its height properly due to incomplete script code. Our support team first advised you to copy the complete code for configuration. After you reported the page loading abnormality on November 11, our technical team identified and diagnosed the issue within 5 hours, confirming that your store environment has specific compatibility requirements for iframe tags, which the original single-tag format could not meet. We promptly provided adjusted code in double-tag format, which successfully resolved the display issue on the same day. We sincerely appreciate your patience and cooperation throughout these adjustments.

2) Inconsistent Sender Display Issue:
We understand your concern regarding the inconsistent sender display. This situation occurs due to variations in how different email clients (such as Outlook, Enterprise WeChat Mail, and Hotmail) parse the sender field. We confirm that all emails were sent normally from the address you specified. However, differences in display logic across email service providers may result in the full domain field being shown.

This behavior is specific to email client interpretation and does not indicate a system functional defect. While we cannot directly control how external clients display this information, we will consider such cases in our ongoing product optimization efforts. You may also contact your email service provider to inquire about potential settings to adjust the display format.

2. Service Response and Refund Policy Explanation
We deeply understand your dissatisfaction with the time required to resolve these matters. Regarding the 72-hour refund policy, we would like to clarify that this period is calculated from the successful purchase date (November 6, 2025). Since your refund request was first made on November 11, which falls outside this window, it does not meet the standard refund conditions.

We fully acknowledge the shortcomings in our service response. The involvement of multiple agents and some delayed replies negatively impacted your experience. We sincerely apologize for this and are conducting internal reviews to improve our processes.

At the same time, we wish to emphasize our commitment to resolving every issue. For example, when you reported the tracking page abnormality on November 11, we responded promptly and provided a complete solution as quickly as possible. We assure you there was no intentional delay, and we continue to attach great importance to all matters you've raised.

3. Compensation Proposal
Although your case doesn't qualify for a direct refund under our policy, we would like to offer the following compensation in recognition of your feedback and to address the service shortcomings:

- Additional tracking quota for you;
- Dedicated support channel** to ensure priority handling and dedicated follow-up for any future issues.

We truly value your trust and sincerely hope to rebuild your confidence through our continued service improvements.

If you accept this proposal, please reply to confirm, and we will immediately process the quota allocation and arrange subsequent support. We remain open to any additional suggestions you may have.

Once again, we extend our sincere apologies and thank you for your understanding.

Sincerely,
17TRACK Customer Support