Hi,
I was wondering if someone can help advise me on an issue I am having with tracking numbers. My shopify store is linked with Apliiq and once they full-fill an order they automatically send the information to the store, along with the tracking number, then my store sends it to the customer. Apliiq also sends me a copy of the tracking number. However, the customer has informed me that the tracking number is taking them to dpd group website and there is no option to track their package. When I clicked on the tracking number i’m taken to asendia, where i’m able to track the package. I have no idea how to fix this, the tracking numbers are exactly the same. Thankyou.
Hey there, @VanessaIves . Thanks so much for bringing this question to the Shopify Community today. I’m more than happy to take some time to chat with you about this situation.
Just for clarification, Apliiq is a third party application. As such, their development team is absolutely the best group of folks equipped to address any issues you may be experiencing with their app, including data being sent to you, or your customers.
It’s interesting that you were able to get to the correct page via the tracking information, but your customer was not. This could indicate that this is a local issue, just for this specific customer. Have you had multiple customers describe this issue to you? If so, this could be an issue with the info Apliiq is sending to you. Have you done any test orders yourself using Apliiq, and tested the tracking info as if you were a customer? No worries if not, just curious about that.
I strongly recommend reaching out to Apliiq directly to make them aware of this potentially incorrect data being sent. Another option for you is to reach out to our Live Support Team and connect with one of our Advisors. From there, you can explain the situation to them, and they can reach out to Apliiq’s developers alongside you to have them investigate things.
If you have any questions about this information, feel free to follow up with me here!