Find the fix. Keep orders moving.

BestTrack syncs Shopify orders and fulfillment tracking into one merchant dashboard. Merchants can search and filter shipments, export CSV data, publish a tracking-number lookup page under the store domain, enable customer emails, and use Dropshipping Mode for keyword-based location masking and pre-shipment checkpoints. Free includes 300 tracked orders per month; Pro includes 1,000 for $9 per billing cycle plus $0.03 per additional order.

1. Confirm that recent orders appear in the tracking dashboard; installation syncs up to 300 orders from the previous 60 days within the available allowance.
2. Publish /apps/bestrack to the Main menu or Footer menu.
3. Choose and enable the customer email events you need.
4. If relevant, enable Dropshipping Mode and configure English Region Blocking keywords and Custom Checkpoints.
5. Save enabled checkpoints; they apply automatically to existing and newly synced orders. Use Apply only for preview or manual adjustment.
6. Check Billing for current feature access and use a real test order to verify scheduled emails.

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 merchant interface is currently English. Editable email templates can contain Chinese or other language characters when the store has template access. The tracking proxy can translate raw event descriptions and locations for en, zh-CN, fr, es, and de, but the customer bundle still needs to pass the language parameter; do not treat this as confirmed page-level localization.

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.

Use the dashboard to search by order or tracking number and narrow the list by shipment status, carrier, destination, order date, or a custom date range. Installation sync can bring in recent orders from the previous 60 days within the available allowance, and new Shopify order or fulfillment updates continue refreshing tracked records after the initial sync.

BestTrack can export the current page, selected waybills, the current filtered result, or all waybills as CSV. A single export can include up to 50,000 records. Fields can include order and tracking numbers, status, latest event, carrier, destination, tracking-page URL, timing, tags, store details, and customer details when available.

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

Publish the store-domain page at /apps/bestrack to a Shopify menu. Customers can look up shipments by tracking number, and the response can include multiple packages, carriers, events, and related item details. Customers can also look up shipments by order number plus email.

This can be expected when Dropshipping Mode applies Region Blocking or Custom Checkpoints. Region Blocking hides matching location fields from the customer response but preserves shipment events and statuses; Custom Checkpoints are synthetic pre-shipment display steps and are not injected into the merchant order detail. The merchant dashboard retains the underlying carrier history.

1. Open Dropshipping Mode → Region Blocking and keep the master switch enabled.
2. Review the default English keywords and add or remove the locations or terms your store needs.
3. Save the rules.
4. Verify the result on the customer tracking page.

Matching country, state, city, street, and other location fields are hidden while shipment events and statuses remain visible. Plan labels are still being unified, so check Billing for the store's current access.

Yes. Region Blocking changes the customer response by removing location fields that match the configured English keywords. It does not delete shipment events or statuses, and the merchant dashboard continues to show the underlying tracking history.

Region Blocking preserves the event and status; it hides only location fields whose text matches a configured keyword.

1. Confirm that Dropshipping Mode and Region Blocking are enabled and saved.
2. Check the exact English location text in the event and add the missing city, airport, customs, or other keyword if needed.
3. Remove duplicate or overly broad rules.
4. Verify on the customer page, not only the merchant dashboard.
5. If a matching location remains visible, send support the tracking number, keyword, and screenshot.

Current frontend, backend, and legacy upgrade labels do not fully agree on Region Blocking availability. Do not assume it is always Pro-only or always included on Free. Check the store's Billing page and current runtime access. If Billing indicates access but the page is still blocked, refresh and send support the store domain, plan, page path, and screenshot.

They fill the quiet period between checkout and the carrier's first scan with display steps such as order review, quality check, packing, or labeling. The fixed system node is Order Confirmed, and the default custom node is Quality Check Passed / Packaged.

You can add up to eight custom checkpoints and configure no more than ten total steps. These times are calculated from the order time and your offsets; they are not real carrier scans. Plan labels are still being unified, so check Billing for current access.

1. Open Dropshipping Mode → Custom Checkpoints and keep the master switch enabled.
2. Select + Add checkpoint.
3. Enter a name, description, and interval, then enable the node.
4. Add other steps and drag them into order.
5. Save the configuration. Enabled checkpoints automatically apply to existing tracked orders and to orders added by installation sync, manual sync, or order updates.
6. Use the order list and Apply only when you need to preview, manually adjust, or reapply the workflow.

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.

Enabled checkpoints now apply automatically to existing and newly synced orders, so selecting orders is not required for the normal workflow. The order list and Apply action remain available when you need to preview, manually adjust, or reapply the workflow to specific orders. You can search or filter before making that manual selection.

Not as separate per-checkpoint audiences. The enabled saved workflow is automatically applied as one sequence to existing and newly synced orders. The manual order list can preview, adjust, or reapply the complete workflow for selected orders, but it does not assign a different order set to each individual checkpoint.

1. Confirm that Dropshipping Mode is enabled.
2. Confirm that at least one custom checkpoint is enabled and the configuration was saved.
3. Use an order that has synced into BestTrack; saved enabled checkpoints should apply automatically to existing and newly synced orders.
4. If needed, select the order and click Apply to reapply it manually.
5. Check whether the calculated checkpoint time falls before the carrier's first information event.
6. Refresh the store-domain 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 switches are off by default and must be enabled by the merchant. Custom Checkpoint Reached is configured separately under Dropshipping Mode and depends on the production checkpoint task running; verify it with a real test order.

BestTrack can provide a Logistics Exception Daily Report for merchant inboxes. Use it to review overdue shipments, failed deliveries, and possible exceptions from the merchant side. Because the digest depends on scheduled processing in the production environment, confirm one real delivery after setup and contact support if the expected report does not arrive.

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.

Region Blocking and Custom Checkpoints have conflicting labels across current runtime, frontend, backend, and legacy upgrade copy. Billing and actual store access are the source of truth until those labels are unified.

Use Billing and the store's current runtime access as the source of truth for Region Blocking, Custom Checkpoints, and checkpoint email availability. Current labels across frontend copy, backend entitlement checks, and older upgrade messages are still being unified, so do not promise a fixed Free or Pro rule until the store's Billing page confirms access.

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. Editable email templates are the confirmed entitlement-controlled feature that may stop applying. Region Blocking and Custom Checkpoints have conflicting plan labels, so check Billing after the downgrade instead of assuming either feature is removed or retained. Saved settings may remain even when a feature is unavailable.

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 current runtime entitlement did not allow the requested operation. Editable email templates are the confirmed advanced entitlement. Region Blocking and Custom Checkpoints have conflicting plan labels, so first check Billing and current store access rather than assuming a fixed Free/Pro rule. Refresh and reopen the page; if the message remains, send support the store domain, plan shown in Billing, 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