17TRACK Order Tracking

Dear Customer,

Thank you for leaving your feedback. We sincerely apologize that our service did not meet your expectations, especially regarding your concerns about quota deductions. We would like to provide the following clarification:

After a thorough review of your account, we confirmed that after you purchased a top‑up pack, all tracking quotas consumed (including new orders synced and manual "retrack" actions on previously untracked orders) were legitimately used within the quota limits of the top‑up pack. No duplicate or extra charges were incurred. Our backend shows no abnormal deduction records.

What we have learned and will improve:

1. We will improve the display of billing history and quota consumption in your account, making it more intuitive and transparent so you can clearly see where each quota is spent, preventing similar misunderstandings in the future.

2. We deeply regret that we did not provide a clear explanation right after you raised the question, which affected your experience. We will continue to improve our customer service response quality, ensuring faster and more accurate solutions in the future.

We are very sorry that you have uninstalled 17TRACK. If you would like to further review your usage details, we are happy to provide a detailed log at any time. Thank you for your understanding and time.

17TRACK Customer Support Team

Geachte gebruiker,

Hartelijk dank voor uw feedback. Het spijt ons te horen dat u deze ervaring heeft gehad.

Na grondig onderzoek heeft het technische team bevestigd dat er geen verband bestaat tussen de stappen die de app vereist en de beschreven crash van de website. Het DNS-configuratieproces heeft geen invloed op de werking van de website van de winkel.

Op het moment van de beoordeling had de winkel geen producten op de front-end staan. Er zijn meerdere verzoeken om technisch bewijs (zoals foutenlogboeken of diagnostische rapporten) gedaan om de gemelde crash te helpen verifiëren, maar er is geen documentatie ontvangen. Er blijft ondersteuning beschikbaar indien relevant bewijs wordt verstrekt.

De ondersteuning heeft de geuite zorgen niet terzijde geschoven; er is om medewerking en bewijs gevraagd om een gedegen technische analyse mogelijk te maken. Zonder dat kan de hoofdoorzaak van de problemen niet worden vastgesteld. Dat gezegd hebbende, staat het team open om de zaak opnieuw te bekijken en samen te werken als er meer informatie beschikbaar komt.

Wij stellen uw feedback zeer op prijs en hopen dat we dit samen kunnen oplossen.

Met vriendelijke groet,
Het 17TRACK-team

Dear Customer,

Thank you for sharing your feedback. We're truly sorry to hear that inaccurate tracking notifications caused frustration and disruption for you and your customers. This is not the experience we want any of our users to have, and we completely understand your disappointment.

If you're open to it, we would greatly appreciate the opportunity to investigate what happened. Please contact us via online customer service or email (info@17track.net) with the tracking numbers of the affected orders, and we will:
- Conduct a thorough review of the tracking data.
- Identify the root cause of the incorrect notifications.
- Provide you with a clear explanation and steps we're taking to prevent similar issues in the future.

We're committed to improving our service and ensuring accurate, reliable tracking for all users. Your feedback is invaluable in helping us achieve that.

Thank you for giving us the chance to make things right. We hope to hear from you soon.

Best regards,
The 17TRACK Team

Dear Customer,

Thank you for taking the time to share your honest feedback. We sincerely apologize for the poor support experience you have received, especially as a valued annual plan user. We fully understand your frustration when seeking guidance on platform functionality and not receiving accurate information, which ultimately forced you to resolve issues on your own.

We have immediately initiated an internal review of this incident. We are committed to ensuring that every team member can provide you with accurate and effective assistance.

Your experience is a crucial reminder of where we must improve, and we are dedicated to rebuilding your trust. To ensure you receive more efficient support, we have activated a dedicated support channel for your account and elevated our support response priority. Should you require any further assistance, please feel free to contact us. A dedicated specialist will be assigned to follow up with you.

Sincerely,
The 17TRACK Team