17TRACK Order Tracking

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

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

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