Thank you for reaching out to the Community! I’m happy to provide some guidance with an app, to ensure this gets resolved.
As you mentioned, the app Sonic - Trax would be considered to be a third-party app and will want to contact the app developer directly. This will ensure the app developers can take a closer look to determine the issue and get it resolved as quickly as possible.
To contact them, you can head to the Shopify App Store and select Support > Get Support! If however, you’d like us to put you in touch with the app developer, you can Contact Support where our advisor team will be happy to do so.
Please let me know if you have any other concerns.