3. Tracking Link Not Working

Postflows provides two types of tracking links in every shipping event:

  • tracking.url - your branded Postflows tracking page (or a direct carrier link if no tracking page is set up)

  • tracking.carrier_link - direct link to the carrier's tracking page

If a tracking link isn't working or shows "no results," here's what to check.

The link shows "no results" or an empty tracking page

Check 1: Is there a tracking number on the fulfillment?

If the fulfillment was created in Shopify without a tracking number, Postflows has nothing to look up. The order detail in Postflows will show a "Pending" shipment status badge.

In this case, wait for the carrier to begin scanning the package, or add the tracking number manually to the fulfillment in Shopify.

Check 2: Is the URL parameter correct?

If you're deep-linking from an email, the tracking page auto-fills search using URL parameters. Supported parameters:

Parameter

Input

query

Tracking number or order number

tracking_number

Tracking number

order_number

Order number

If the parameter value doesn't match a real order in Postflows, the search will return empty.

In Klaviyo, the correct variable to use is {{ event.properties.tracking.url }} - this is the pre-built URL Postflows provides. Using a manually constructed URL can introduce mismatches.

The Order Created event has no tracking link

This is by design. At the point an order is created, no fulfillment or tracking number exists yet. The tracking.url and tracking.carrier_link properties are only populated once a fulfillment with carrier information is created.

Use a conditional in Klaviyo to handle this:

{% if event.properties.tracking.url %}
  <a href="{{ event.properties.tracking.url }}">Track your package</a>
{% endif %}

The tracking page is not showing on the store

If the embedded tracking page on your Shopify store isn't loading, the theme block may not be added correctly.

  1. In your Shopify admin, go to Online Store > Themes > Customize

  2. Check that the Postflows Tracking block exists in a page template

  3. If missing, re-add it via the Export Code button in Dashboard > Tracking

The link works but shows wrong carrier information

If tracking data looks correct but the carrier name is wrong or missing:

  • The carrier may not have been identified from the tracking number format. In this case, Postflows still receives checkpoint updates but may not display a carrier name.

  • Check that the Shopify fulfillment has the correct carrier set.

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