Straight answers about what the app does, what it doesn't, and why it sometimes shows something you didn't expect.
The most common reason is that the fulfillment has no tracking number. Delivery Radar monitors tracked shipments — without a number from the carrier, there is nothing to follow.
Other possibilities:
If none of these apply, get in touch with the order number and we'll look at it.
It means the shipment exists in your store, but we are not monitoring it — and we'd rather say so than pretend otherwise. The app tells you which of three reasons applies:
A "Not tracked" shipment is not a delivery problem. It's a gap in our monitoring, and we mark it clearly instead of leaving you to guess.
Carriers publish tracking data on their own schedule, and it doesn't always reach third-party systems at the same time as their own website. A delay of a few hours is normal; occasionally it is longer.
The app shows Last synced at the top of the dashboard, and it only advances when a sync actually succeeds. If that time is recent and the shipment still looks stale, the delay is upstream, not in the app.
When a decision matters — a refund, a replacement, a claim — check the carrier's own page before acting. The app is there to tell you which parcels deserve that check, not to replace it.
The app measures how long a parcel has gone without a physical scan, in working hours, and compares that against what's normal for its route. Sundays and public holidays are excluded, and international routes get longer thresholds than domestic ones.
Sometimes a carrier simply doesn't scan for a while, and the parcel arrives perfectly. That's a false alarm, and it's the deliberate trade-off: we'd rather show you a parcel that turns out fine than stay quiet about one that doesn't.
If it happens often with a particular carrier, raise the alert delay buffer in Settings. It makes the app more patient across the board. Critical alerts — confirmed losses, returns, refusals — are never delayed.
Shipments already being monitored keep updating. Nothing you're watching goes dark.
New shipments are not registered while you're over the limit. They still appear in your dashboard, labelled "Not tracked — monthly limit reached", so you can see exactly which ones are affected rather than being told that "some" are.
You'll see a warning banner from 90% of your allowance, so the limit shouldn't arrive as a surprise.
No. Upgrading raises your allowance immediately, and skipped shipments are picked up automatically at the next sync — usually within the hour, sooner if you open the dashboard.
The same happens when your allowance resets at the start of a new month.
The one exception is shipments that waited several weeks past their limit. By then carriers no longer hold the tracking history, so those are marked "too old to track" rather than consuming your new allowance on data that no longer exists.
No — it's deliberate, and it's in your favour.
Your allowance counts shipments we actually registered for monitoring. A parcel that was already delivered when it reached us never needed monitoring, so it appears in your dashboard without using any of your allowance.
No. There are no overage fees and no per-parcel charges. If you reach your limit, monitoring of new shipments pauses — you are never billed beyond your plan.
Every plan includes every feature. Plans differ only by how many shipments are monitored each month.
Never. This is a deliberate design decision, not a missing feature.
The app prepares a message for each situation and hands it to you. You read it, edit it if you want, and send it — by copying it, or by opening SMS, WhatsApp or email with one click.
Carrier data is sometimes wrong or delayed. An app that messaged customers automatically would eventually send an apology for a parcel that was never late. Keeping you in the loop means a bad data point costs you a glance, not your reputation.
The customer messages are available in seven languages: English, Spanish, German, French, Italian, Portuguese and Romanian. You choose the language in Settings, with a live preview.
The app interface is in English only. We'd rather say that plainly than advertise seven languages and let you discover the difference afterwards.
Yes. On install, the app imports fulfillments from the previous seven days so you're not starting with an empty dashboard. From then on, every new shipment is picked up automatically as you fulfil orders.
If your store has no shipments yet, the dashboard shows a demo dataset so you can see how everything works. It's clearly labelled, and it disappears as soon as your first real shipment arrives.
There is nothing to configure. The settings exist if you want to adjust the app to how your carriers behave, but it works out of the box.
Shipments are re-checked regularly throughout the day. The pace is set by the carriers: they publish new scans every few hours at most, so checking more often wouldn't produce fresher information.
The dashboard shows Last synced so you always know how current the data is. That time only advances when a sync succeeds — if it starts falling behind, something upstream is failing, and you'll be able to tell.
The app works with major domestic and international carriers, including Royal Mail, Evri, DPD, DHL, UPS, FedEx and An Post, along with a very large number of regional and postal carriers worldwide.
Coverage depends on what each carrier publishes. Some provide detailed scan histories; others publish very little. The app shows you what the carrier actually reported — it never fills in gaps with guesses.
No. Delivery Radar tracks parcel shipments. Air waybills — used for air cargo and freight — run on a separate system and are not supported.
If an air waybill ends up in a tracking field, the shipment is labelled "Not tracked" rather than being reported as a delivery problem.
No, and please don't. The app reports what the carrier published, through a third-party tracking provider. That data is frequently incomplete or delayed, and our assessments are based on time thresholds that can't account for every real-world circumstance.
For claims, disputes or anything with financial or legal consequences, use the carrier's own records. The app is there to tell you which parcels need that attention — not to be the record itself.
From each fulfillment: the order number, tracking number, carrier, order value, and the recipient details from the shipping address — name, address, phone and email.
The name personalises the message you send. Phone and email fill the contact buttons you click manually. The address shows you where the parcel is going.
The app does not request access to your customer database. Everything comes from the order's shipping address, and nothing more than is needed.
No. Only tracking numbers and carrier codes are sent. Names, addresses, phone numbers and email addresses are never shared with the tracking provider.
Full details, including who processes what and where, are in the privacy policy.
Recipient personal data is erased automatically 30 days after delivery. Dismissed shipments are deleted after 60 days.
If you uninstall, we stop receiving data immediately, and all your store's data is deleted when Shopify sends the redaction request — normally around 48 hours later.
Reinstalling within that window brings back your settings and your monthly allowance where you left off.
Write to us with your store name and the order number, and we'll look into it properly. We read every message.
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