How can we help?

Getting started

• How Order Tracker worksWhat the tracker keeps track of, where its information comes from and what each status means.
• Finding your way: the menu, favourites and themesThe left menu and its sub-pages, the help button on every part of a page, favourites, and dark or light colours just for you.
• Setup & healthOne page that shows how far every part of your store is set up, what you left unfinished and what stopped working.
• First-time setup checklistThe settings to fill in once, in a sensible order, so everything works from day one.
• Two windows side by side (a side window)On a computer, open any page or order next to the one you are working on. Handy for checking an order while you scan or book.
• Warehouses: where parcels leave from and returns come back toAdd one or many warehouses, say what each is for, and choose the courier pickup address of each.
• Logging in, passwords and your accountStore addresses, store codes, staying logged in, forgotten passwords and changing your password.
• Sign in with GoogleLog in, create your store, join your team or accept an invitation with your Google account, and link or unlink Google on your Profile.
• Sign in with WeftgridFor stores that belong to a Weftgrid organization: how people sign in, where the plan is managed, and why you may be signed out.
• Using Order Tracker on your phoneThe slide-in menu, scanning at the packing table, lists as cards, writing claim emails, and adding it to your home screen.
• Page layout: Jump bar, Tabs or ClassicLong pages can show a bar of their sections at the top. Choose Jump bar, Tabs or Classic, for phones and computers separately.
• Rows you swipeRows of tabs and chips that are wider than the screen stay on one line: swipe them sideways.
• Advanced tabs: rarely needed and risky settingsEach settings area keeps its everyday settings first and puts the rarely needed ones, and the ones that can break something, in a last tab called Advanced.

Daily work

• An order's history: what happened, newest firstOpen History on any order to read its whole story, and the courier's own history for its tracking number.
• Import orders from a CSV or Excel sheetMatch the columns of your sheet, see exactly what would be logged and what would be left out, then import, and take it back if needed.
• The dashboardRead the numbers, open any list of orders with one click and spot late parcels.
• Logging dispatches and returnsScan order numbers or tracking numbers as parcels leave and come back; every batch is saved per courier.
• Orders: every order in one placeThe shop's orders and the tracker's parcels in one list: tabs with counts, one search box, filters, sorting, saved views, and an order that opens beside the list.
• Payments: Paid, Partially paid and CODRecord money that reached you outside the courier, so the courier only collects what is still due.
• Recent receipts: match bank payments to ordersMoney alerts from your bank, listed with the order each one most likely belongs to.
• Bulk lists, backups and batchesUpload a whole list at once, restore a backup, and fix or remove a batch. Needs the "Upload Files" permission.
• Finding and managing orders: filters, ticking and the actions barOn Orders: find orders with the search box and the filters, tick them, and change status, tracking numbers, courier, tags or claims for all of them at once.
• Scanning with your phone's cameraScan order and tracking barcodes with the camera: the ring that shows a scan is done, the beep, 2x and 4x zoom, the torch, and the scan button at the top of every page.
• Search and filters (the find bar)One box on every list searches your data and finds filters: type "date" to see every date filter, "cod" to filter by COD, a city to narrow to it.
• Parcels booked by another appOrders booked outside Order Tracker (another Shopify app that fulfilled them) are still found when you scan their tracking number.
• Analyse CPR reports: couriers by city and provinceHow fast and how reliably each courier delivers in each province and city, from your CPRs.
• Revenue: what you really keepThe COD of delivered parcels less the courier's charges and the withholding taxes, worked out per courier and city, on the dashboard, each order, Analyse and a monthly report.
• Daily coverage calendarSpot days nobody logged dispatches or returns, and see each day's batches and notes.
• Notices and your InboxThe bell, the banners and the Inbox page: how the platform team tells you about news, changes and planned work.
• Messages to your teamWrite to one colleague, a few of them or the whole team, and see who has read your message.
• Tasks for your teamGive a job to one or several people with a due date, follow how each of them is getting on, and talk about it in comments.
• Courier scorecard: which courier really deliversSee, for any period, how many parcels each courier delivered, how many came back and how fast, overall and city by city, so you choose couriers with facts.
• Files: your store's own file libraryKeep product photos, price lists, receipts and any other file in one place. Copy a link to any file, upload whole folders or zips, replace a file without changing its link, and find things with search, filters and sorting.
• Drafts: what you typed is kept, on every deviceOrders being booked, lists, claims, emails, notes, messages, tasks, tickets and settings you changed are kept before anything is sent, in this browser and on the server, so a lost connection, a reload or another device costs nothing.
• Your drafts on every device (Profile › Drafts)See every draft you left on any phone or computer, open the page it belongs to, or discard it. What happens without a connection, and when two devices wrote the same draft.
• The map: where your orders goSee on a map of Pakistan which cities your orders go to, for any dates, product, courier or shop.
• Population map: where your customers liveEvery order as a point on the real map, with what became of it. Zoom out and nearby points join into numbered circles. Draw a shape on a neighbourhood to see how it buys.
• Analysis: returns, customers and order timingOne place for the reports that tell you where to improve: the population map, why parcels return, who your customers are, and when they order.
• Packing check: proof of what went into each parcelScan the items and the order number of every parcel. If a customer says an item was missing, the order's History shows exactly what was packed.
• Order confirmation: call or message customers before you shipA list of orders that still need a "yes" from the customer. Call or WhatsApp with one tap, record what happened, and optionally record the call.
• Parcel watch: parcels with no news, or going round in circlesThe courier carries a parcel but says nothing for days, or keeps repeating the same status. The bell tells you, and Orders lets you act on those parcels at once.
• Comments on an order (with files, voice notes, @ and #)Write on an order's History like in Shopify: attach pictures or files, record a voice note, mention a colleague, point to another page.
• Every bank email read, money out, and alerts missed onceRecent receipts › Emails read lists every email the tracker read and why it was or was not added. Money out keeps debits.
• Pages that keep themselves up to dateA change in one tab shows in your other tabs at once, and on other devices within seconds; a form you are typing in is never overwritten.
• Confirmed orders: one list, before and after bookingOrder confirmation › Confirmed lists every confirmed order, by any way, with how far it got. Tick and Book from there.
• Bulk confirm: the list from callers who do not use the appPaste a list of order or phone numbers, check it like Log orders, and confirm them as one batch you can find and undo.
• Changing orders in the shop: fulfil, mark as paid, archive, tags, cancelTick orders in Orders, then ⋯ › In the shop. Each action asks first, says what it will do, and writes a line in the order's History.
• Customers' records: who receives their parcels, and who refuses themEvery order of the same phone number, counted: received, refused, came back. A chip on Orders, Book and Order confirmation, and a mark with a tag, stars and a note.
• WhatsApp messages and the customer's own order pageOrder confirmation › Settings › WhatsApp messages: several messages with words that fill themselves in, and links that let the customer confirm, ask for a change or ask to cancel.

Booking couriers

• Booking with PostExLoad orders from Shopify, fix mistakes, book them with PostEx and print the airway bills.
• Booking couriers without an API (TCS, your own couriers)Print labels now, hand the parcels over, and add the tracking numbers when the courier gives them.
• Booking with Leopards and other API couriersCouriers with an API recipe are booked straight from the Book page; the tracker prints the labels.
• Booking with ParcelPost orders to the Parcel network straight from the Book page: choose fastest, balanced or cheapest with the price of each order, and who may carry them.
• The bookings list: find, filter, reprintBook › Bookings shows today's bookings by default; filter by date, courier, shop and status, search, print labels and fix tracking numbers.
• Couriers: adding and setting upAdd PostEx, TCS, Leopards or any other courier; each has its own setup page and test page.
• Couriers & citiesChoose which courier is pre-selected for which city, list restricted cities and set tracking links.
• Booking settingsPickup address, the note on every parcel, Shopify fulfilment, tags and customer emails.
• Phone numbers: how they are tidied and checkedPeople type phone numbers every way; the Book page turns them into the one form the courier accepts, or tells you what is wrong.
• Booking logs: every booking run, saved and searchableBook › Booking logs keeps one log for each run: what was booked, what failed, every step. Search, filter, open and delete.
• Booked but not dispatched: the alertA booking is not a hand-over. Orders that stay booked without being logged as dispatched raise an alert on the bell, with a list and an optional reminder email.
• Label designer: your own parcel labelsDesign labels with a live preview: drag blocks, add fields like products and COD, pick the page size, save templates and choose them per courier.
• Printing labels: Print all and printing without a dialogOne button prints every label of a booking run, all couriers together; set up a PC or PrintNode to print straight to your printer.
• Label batches: every airway bill kept as a groupEach file of labels you make is saved as a batch with its orders, so you can find it again after a refresh, print it again, or see which batch an order was in.
• Draw on map: choose a courier for an areaDraw a circle or a shape on the map and give the cities inside to a courier, or mark them restricted.
• Courier city lists: "every city on its list"Let a courier take every city it delivers to, from its own city list, without typing them.
• Pick-ups: who collects the parcels, and the countdownRecord who from the courier collects your dispatch and who brings back the returns, with their phone and usual times. A countdown at the top right shows the next pick-up.
• Service types: Fast, Normal and the days each one needsMark which service each parcel uses, so the no-news watch gives a fast parcel less time than a slow one.
• Parcels the courier never collected, or that went with another courierOrders › Not collected and Book › Not collected by the courier: kept off claims, a daily pick-up check, and Move it to the courier that took it.
• Book › which orders to loadTick the numbers in the box, the confirmed orders, or all open orders, and press Load. Every row says how its confirmation stands.
• Booked already? A second parcel, COD 0 and Booked twiceBook warns about an order that looks booked somewhere else, never books COD 0 without saying why, and Book › Booked twice lists the orders that went out twice.

Claims & records

• Claims and courier reportsReport lost, damaged or late parcels to the courier with evidence, and follow each claim.
• Claim emails, reminders and repliesWrite and preview every claim email, send reminders in the same email thread (they are counted), and see courier replies on the claim.
• Claim follow-ups: a reminder for what the courier promisedThe courier says "we will sort it out in 3 days". Set a reminder on the claim and the app tells your team, or emails the courier, when the day comes.
• Claims on autopilotParcels that stop moving are claimed for you: the app prepares the claim, emails the courier, sends reminders in the same thread and stops when the courier answers or the parcel arrives.
• Trash: restore what was deletedDeleted claims, orders, batches, scan entries and label templates wait in the Trash and can be put back.
• Attachment libraryFind any photo, video or document ever linked in a claim and copy its link.
• Activity: who logged whatSee how many dispatches and returns each person logged, batch by batch.

Connections

• Opening the Order Tracker inside Shopify (embedded app)Add the tracker to your Shopify admin sidebar, and what to do when it says "refused to connect".
• PostEx connection and updatesConnect PostEx, receive live status updates, catch up and import older records. All of it is on the PostEx courier's own tabs.
• Parcel connection, live updates and payoutsConnect Parcel with one API key: it sets up live updates by itself, and every payout Parcel makes becomes a CPR in Revenue.
• Automatic CPR from PostExNo more downloading the weekly CPR: the app asks PostEx which CPR paid each delivered and returned parcel and builds every CPR by itself.
• Shopify connectionConnect your Shopify store so orders can be loaded, fulfilled, tagged and marked paid.
• Sales channels: Shopify, WooCommerce, your website, CSVWhere your orders come from, and where tracking numbers go back to after booking.
• Email and the daily summarySend claims from your own Gmail and get a morning summary and alerts.
• Photos and videos for claimsAttach evidence to a claim straight from the tracker - kept by the platform, or in your own Google Drive.
• Courier event rules: when the courier says this, do thatEvery message a courier sends is kept. A rule watches those messages and, for words you choose, emails, flashes the screen, tags the order or starts a claim.
• WhatsApp Business: confirmation messages with buttonsSend a Meta-approved message with Confirm / Change / Cancel buttons from the server; the customer's tap confirms the order by itself.
• Reading a courier's tracking page (TCS and other couriers without an API)For a courier that gives no API, the app can read its public tracking page for your open parcels and bring the news here. Switch it on per courier.
• Courier states: what each word of the courier meansEach courier's setup has a Courier states tab: the courier's words, our words, the stage and the order status each one sets. Words nobody has mapped are listed first and change nothing until you map them.

Running your store

• Date and time style (20 Oct 2026)Choose how dates and times are written everywhere in your store.
• Developer: API tokens, webhooks and the guideSettings › Developer lets your own software read and update orders, payments and delivery status, and be told the moment something changes.
• Banks and payment alertsTeach the tracker how your bank's alert emails look and where they arrive.
• Payment SMS from your iPhoneJazzCash, Easypaisa and many banks only send an SMS when money arrives. Forward those SMS from your iPhone and they appear in Recent receipts.
• Discount for paying in advanceGive customers a percentage off when they pay before delivery, and have the order show Paid.
• Telling the customer what is leftAn email to a customer who paid only part of an order: what you received and what is still to pay.
• Users and permissionsInvite people, give them a role and extra permissions, limit them to some couriers, and answer access requests.
• Order rules have movedSince v93 each rule lives with the courier or the shop it belongs to: late days and phone numbers per courier, order numbers per sales channel.
• Saved backups: kept for you, made automaticallyCopies of your store that the platform keeps for you, one every week unless you choose otherwise, for as long as your plan says.
• What your plan includes and "Upgrade to use this"Which things a plan gives you, where to see them, and what happens when something is not in your plan.
• Your own logoShow your store's logo at the top of the menu and in the emails your customers get.
• BackupsDownload a full copy of your store's data and keep it safe.
• Snapshot: download and restore everythingOne file with all of your store's records and files, and a button that puts it all back. Also the way to test on another site.
• Plan, usage and billingSee your plan, what it includes and what you used, upgrade, pay invoices and see your billing history.
• Invoices, receipts and billing emailsOpen, download, print and pay an invoice, choose who invoices are made out to, and see what the billing emails contain.
• Forwarding address for bank alertsYour store's own address: alerts sent there are checked and added within seconds, from any mail provider.

Troubleshooting

• Ask for help: support ticketsOpen a ticket when the guides do not answer your question, follow the conversation and close it when it is solved.
• Common problems and fixesWhat the usual error messages mean and what to do about them.