17TRACK Order Tracking
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1 star. Their cancellation flow promised a discount if I didn't cancel. I didn't cancel — and the discount never came. Support told me twice someone would follow up in 24–48 hours, and that a manager named Irene was on my case. A month later: zero contact from anyone. Just the same copy-paste apology and "we've escalated this" on loop, in replies that read like scripted bot output. Offering a retention discount you never intend to deliver is bait and switch. Cancelled for good.
Dear User,
We sincerely apologize for the unpleasant experience you encountered. Thank you for taking the time to provide this honest feedback—we understand that the promised discount was not applied on time after you explicitly chose to continue your subscription, causing you distress and inconvenience.
Upon receiving your feedback, we immediately arranged for a Customer Success Manager to email you your exclusive discount code. Please check your inbox (and be sure to check your spam folder as well). If you cannot find the email or have any questions, please reply directly to this email or contact our official customer service channels, and we will prioritize your request immediately.
We have assigned a dedicated representative to follow up with you, and any future inquiries will be addressed promptly. Your feedback has also prompted us to re-evaluate our internal processes—we are currently optimizing our follow-up mechanisms to prevent similar oversights at the source and ensure that every promise is fulfilled proactively and in a timely manner.
Once again, we sincerely apologize and thank you for your patience and understanding.
Sincerely,
The 17TRACK Customer Service Team
Worked for a while. Then it stopped interfacing with the backend of our store. It does not link the tracking number into the backend of Shopify. And when I reached out to their tech support they were befuddled. So I found another app. My recommendation... look elsewhere for a tracking app.
good for updating orders with tracking numbers, but they're sending duplicate email notifications to my customers.
Support is absolutely clueless. copying and pasting blocks of text from their articles that are complete utter trobble.
use the app but bewarned... you'll have to do customer support's job for them ............................................
Dear User，
We have received your feedback regarding the duplicate email notifications and have taken it very seriously. Our investigation results are as follows:
Based on the screenshot you provided, the two email notifications in the image are different. One is a shipping notification, and the other is a shipments status (out for delivery) notification. The differences between these two notifications are as follows:
"Shipping Update" Notification—Triggered when adding or changing the tracking number or changing the logistics provider, informing the consumer of the order status.
Shipments status notification "Out for Delivery / Delivered" —Triggered when the package is in transit or has been signed for, informing the consumer of the package's transportation status.
If you have any further questions, please feel free to contact us. We will follow up on your request as soon as possible.
Best regards!
17track Customer Service Team
WARNING: Misleading Advertising & Dishonest Refund Policy
I am posting this review to prevent other merchants from wasting their time and money on 17TRACK.
The app boasts about offering 'ready-to-use email templates.' This is completely false. Once you pay for a plan, you discover that the templates are extremely lackluster and unprofessional:
No pre-integrated logo.
No professional header.
No footer for social media icons.
The overall visual structure is non-existent.
Manual Labor: Instead of the 'time-saver' they promise, you are left with a design chore. You have to build everything from scratch using very basic and limited customization tools. It is a classic 'bait-and-switch' tactic.
Dishonest Customer Service: I requested a refund less than 24 hours after upgrading, without even using the subscription features. Support refused my request, using condescending language and claiming I had an 'insufficient understanding' of the app. It is clear that their advertising is intentionally vague to trap users into paying.
Do not be fooled by the free version or their 'friendly' support at the beginning. As soon as they have your money, they become rigid and refuse to refund, even when no service has been provided. If you are looking for a professional, honest, and truly 'ready-to-use' solution, STAY AWAY from this app.
Dear User,
We sincerely apologize for any inconvenience caused during your use of 17TRACK products and for failing to meet your detailed functional needs as expected. We truly value your feedback and support, and we are writing to respond to your inquiry in detail.17TRACK currently supports three core functions that can meet your basic needs: product recommendation, video insertion, and social media icon display.
We have carefully noted your feedback regarding the product limitations: no pre-integrated logo, no professional header, and no dedicated footer for social media icons. We understand that these gaps may have affected your user experience, and we appreciate you bringing these issues to our attention.17TRACK currently supports three core functions that can meet your basic needs: product recommendation, video insertion, and social media icon display. However, we recognize that the current version still has room for improvement, especially in addressing the manual labor burden you mentioned—building designs from scratch due to limited customization tools.
Our R&D team will actively incorporate your feedback into product optimization and iteration, ensuring we better meet your functional needs in the future. We are committed to providing more user-friendly tools and pre-integrated features to reduce your manual workload.
Once again, we apologize for any inconvenience you may have encountered. 17TRACK has always adhered to consistent, high-standard and high-quality service standards. We sincerely appreciate your feedback and suggestions, which will help us continuously improve our services to better meet your needs.
Best regards,
17TRACK Support Team
extrea charge on app and too bad support! dont use! others app has better service, price and support
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
The query quota we paid for was used up abnormally, but the person in charge just kept giving us excuses and putting the blame on us. There were no proper measures to reassure us as a client or rebuild trust, and they only came up with a solution after we had completely lost confidence in them. It’s really disappointing, and we don’t want to use their service again.
Hi there,
Thank you for your feedback. We sincerely apologize for the confusion and frustration caused regarding your tracking quota usage and our initial support response.
We would like to clarify our tracking consumption logic to address your core concern about the quota being used up:
• 1 Tracking Number = 1 Tracking Quota: synchronizing and tracking one tracking number consumes one tracking quota. This deduction occurs only when a logistics track is successfully retrieved.
To provide full transparency, our technical team can retrieve and provide you with a detailed log of your quota usage upon your request.
As a valued and important customer, your case has been flagged for high-priority handling.
For any further questions, to request the usage log, or to discuss this matter further, please contact our dedicated support team directly at info@17track.net. We will proactively follow up to ensure your concern is fully resolved.
We regret that our previous communication did not effectively address this. We are here to support you and rebuild your trust.
Sincerely,
The 17TRACK Support Team
poor customer service, and even don't understand their App, Crazy
Dear User,
Thank you for taking the time to share your feedback with us. We have received it and take it seriously.
For your specific case, our team has already provided you with detailed guidance through our support channel to help resolve the batch order re-track issue, and we have also assigned a dedicated account manager to personally follow up on your ongoing needs and make sure you get priority attention.
For our service as a whole, we have strengthened our product training programs to ensure that our team can respond to App-related questions with greater accuracy and confidence. We are also refining our internal case-handling processes to ensure that every piece of feedback is properly tracked and addressed.
We sincerely regret that your experience did not meet your expectations, and we truly appreciate your honesty in bringing this to our attention. At 17TRACK, we are committed to continuously improving not just our product, but every touchpoint of our service, and we will keep striving to enhance your experience with us.
Sincerely,
17TRACK Customer Support Team
We’ve been getting pretty poor support despite being on an annual plan.
Whenever we ask about platform functionality, the info we’re given is often inaccurate or just wrong, which means we end up having to figure things out ourselves. You’d expect the support team to at least know how the basic features work.
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
0 STARS! Avoid this app like the plague. Do it for your business!
Terrible app that just wastes your time: it's not intuitive, so you can't understand anything inside it, and it takes a lot of time and experience to set things up. In addition, the quota count is incorrect and creates major problems with order gaps and unavailable tracking. When the customer, even after ordering 7-10 days ago, cannot see the tracking and opens bank disputes for fraudulent products. Furthermore, their support service is terrible; they have put bots in the chat that always respond with the same things. They repeat like a mantra that they give you 20 extra quotas for free, but they are useless. Their free plan used to be at least 100 quotas, now it is 50, and they give you another 20 if you ask for them in chat like begging. Furthermore, their first paid plan with 200 quotas is completely out of the market for the features it offers. There are many other popular tracking apps with many more features and at a lower cost. I think this is the worst app to download. If you care about your business, don't download this app.
Dear User,
Thank you for your valuable feedback. We have recorded all your points and sincerely apologize for any inconvenience caused.
Below is a summary of our responses:
1. Regarding the Complex Setup
We will relay your feedback to our product team to improve usability. In the meantime, you can familiarize yourself with our app through the following resource:
• Schedule a personalized product demonstration to explore core features with a specialist;
2. Regarding Adjustments to Free Quotas and Subscription Inducement
The free quota we offer to users of the free plan has always been 50. and We operate on a voluntary basis, allowing users to purchase the right plan according to their business needs.
3. Regarding Inability to Retrieve Logistics Information
This issue is typically due to the following reasons. We recommend troubleshooting step by step:
• Verify if the carrier’s official website has updated information: Our data is sourced from official channels. If the carrier’s website shows no tracking updates, we cannot retrieve the information either;
• Check if your quotas are sufficient: Once quotas are exhausted, the system will pause synchronization and tracking.
4. Regarding Paid Plans and Market Positioning
We invite you to schedule a personalized online demo to see our core features in action.
Thank you for your feedback. We will keep improving our product, and sincerely wish you continued success in your business.
Best regards,
17TRACK Customer Service Team
The app itself works and is actually quite nice in terms of features and usability.
However, the map localization does not work, at least in Italy.
I reported this issue over 2 months ago, but nothing has been fixed so far.
Every time I contact support, I only receive the same reply:
“I will report this to the technical team and get back to you within 12 hours.”
Unfortunately, those 12 hours have turned into 2 months with no updates, no fixes, and no real feedback.
I’ll let others draw their own conclusions.
Dear User,
Thank you for taking the time to provide such sincere feedback. The issues you have highlighted are of utmost importance to us, We fully understand your disappointment and sincerely apologize that our current service has not yet fully met your expectations.
Regarding the issue you reported about map location display, please allow me to provide the following explanation:
Our technical team is actively optimizing the address database and location logic.
Once again, thank you for your constructive feedback and support.
Best regards,
17TRACK Customer Service Team
