TrackVerity support
Email: help@elektraset.com. We answer within 2 business days (Monday to Friday, CET).
Please include your store's myshopify.com address, the order name, and the tracking number. Do not send customer personal data or carrier passwords.
Getting started
1. Install TrackVerity and open it in the Shopify admin. 2. Go to Carriers and connect DHL (API key from developer.dhl.com), UPS (OAuth client from developer.ups.com), or a JSON tracking feed. To try the app without carrier keys, switch on the sandbox carrier and use tracking numbers that start with SANDBOX-. 3. On Overview, click Import recent fulfillments. New fulfillments arrive automatically through webhooks. 4. Check Exceptions. Each flagged shipment shows the evidence from Shopify and the carrier, and a suggested next step. 5. In Settings, add alert recipients and choose which alerts to send. On Growth and Pro, you can switch on verified milestone sync. 6. Add the tracking page to your store: link to /apps/track in your navigation or shipping emails, for example https://your-store.com/apps/track?n=TRACKINGNUMBER.
Frequent questions
- Why is a shipment "stale"? No new carrier scan arrived within the threshold, for example 72 hours in transit domestically. Change the thresholds in Settings.
- Why "contradictory" or "impossible"? Examples: the sources disagree (Shopify says Delivered, the carrier does not), a scan arrived after "Delivered", or a delivery is dated before the parcel was shipped.
- Does TrackVerity email my customers? No. It emails only the alert recipients you add. If you switch on verified milestone sync, Shopify may send its own Out for delivery and Delivered notifications for the milestones the app publishes, depending on your Shopify notification settings.
- DHL says "rate limit". A new DHL API key allows 250 calls a day. Ask DHL for an upgrade in the DHL developer portal, or choose a slower polling plan.