Frequently asked questions

GENERAL QUESTIONS
How does TrackiPal work?

PayPal requires merchants to update tracking info for a transaction once the order is fulfilled. TrackiPal makes this process effortless.

When an order is fulfilled on your store, its tracking number is extracted from Shopify and sent to your PayPal account using the secure API provided by PayPal. TrackiPal works in real-time and is fully-automated.

How do I track that an order's tracking info is sent to PayPal?

Live status of every order is available on Dashboard and Orders

When your store fulfills a PayPal order, TrackiPal automatically readies it for sync and the field ‘SYNC STATE’ is set to ‘AUTOMATIC PROCESSING SCHEDULED’. When the sync is complete, the field ‘SYNC STATE’ changes to ‘PROCESSED’. 

On the Orders section, you can search an order by creation date, payment status, or fulfilment status and view all details against any Order ID. 

How long does it take to sync orders to PayPal?

Once an order is fulfilled, Trackipal will sync the tracking info to the connected PayPal account automatically and instantly but within a maximum of two hours.

TrackiPal uses PayPal secure API so your order data always remains safe.

TrackiPal will by default sync orders from the past 60 days during your onboarding process.

This process may take up to 6 hours to complete.

CARRIER TRACKING
What happens if I fulfill an order without adding a tracking number?

When an order doesn’t have a tracking number attached, the field ‘SYNC STATE’ shows ‘MISSING TRACKING NUMBER’ and the field ‘FULFILLMENT STATUS’ will show ‘UNFULFILLED’.

You can fulfill the order from your store or manually add the tracking number directly into TrackiPal by clicking on the button ‘UPDATE TRACKING INFO’. TrackiPal will automatically pick the tracking number and sync it to PayPal.

I can’t find the carrier name I use in my store. Should I just use ‘Other’?

If you don’t see the name of the carrier you use, please let us know by emailing support@trackipal.com and we will add the carrier name to the list.

You can also use our latest feature called Routing Policy which helps you update carrier information in real-time. This is explained in the next question. 

How to use Routing Policy feature?

With the Routing Policy feature, you can create custom rules to auto-update carrier names from your store to those that PayPal recognizes in its list of carriers.

Once the rule is added, TrackiPal will auto-update the carrier name before syncing the tracking info to PayPal. This ensures that you always share the most valid information with PayPal and your payments are thus released faster. 

Pricing and plans
Will using TrackiPal increase our overall shipping cost?

TrackiPal is free to install and you can use all features for a 7-day trial period. After the trial is up, you can subscribe to the Basic, Premium or Advanced plans based on the size of your store.

The pricing is flat and billed once a month. There are no hidden fees and your shipping/tracking cost does not change.

How is my subscription period calculated?

You pay a flat monthly fee after you subscribe based on the plan that you choose. 

The monthly subscription period is calculated in 1-month increments from the date you start your subscription. 

Start with the 7-day free trial and subscribe or upgrade as your store grows.

Is it easy to cancel my subscription if I change my mind?

Absolutely! We want to ensure that every single user of TrackiPal is satisfied.

If for some reason we cannot fulfil your requirements, you can cancel your subscription at any time with no obligations.

Just use your Shopify Apps billing dashboard or email us at support@trackipal.com

SECURITY AND MORE
What modes of payment do you accept?

TrackiPal is free to install and you can use all features for a 7-day trial period. 

We are fully integrated with the Shopify Subscription and Billing system so all modes of payment that Shopify allows can be used for TrackiPal.

How is my data kept safe?

All data transmission is completely encrypted from beginning to end. None of your data is provided to any other parties.

Tracking information is directly transmitted between PayPal and Shopify via an API provided by PayPal that is secure. 

I have more questions, can you help me?

Of course, please contact us and we will be happy to help with any specific questions and provide support.

Email us anytime: support@trackipal.com

Start with ease!

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