Why Some Orders Show "Other Tracking" in Shopify

Last updated: September 23, 2026

If an order in Shopify shows "Other tracking" instead of a carrier name, or stays at "Tracking added" after it's been delivered, it most likely shipped with a carrier Shopify doesn't recognize, such as GOFO. The shipment is fine, and the tracking link works. Shopify just can't follow the package.

Why this happens

Shopify recognizes about 150 carriers, including UPS, USPS, FedEx, DHL, OnTrac and UniUni. You can see the full list in Shopify's supported tracking companies. For these carriers, Shopify checks for tracking updates, moves the order through statuses like In transit and Delivered, and emails your customer along the way.

Some carriers we use, including GOFO, Veho and ShipX, aren't on Shopify's list. When we ship an order with one of them, ShipHero still sends Shopify the tracking number and a working tracking link. Because Shopify doesn't recognize the carrier, though:

  • The order shows "Other tracking" instead of the carrier's name

  • The status stays at "Tracking added" and doesn't change to In transit or Delivered

  • Customers get the shipping confirmation email with the tracking link, but no updates after that

There's nothing to set up in ShipHero or on our side. The tracking link is already being sent correctly.

Your options

Your options

Option 1: Leave it as is (free, no setup)

Your customers can still track their orders. The shipping confirmation email includes a link to the carrier's tracking page, which shows live updates. To close out an order in Shopify, open it and click Mark as delivered once the carrier's page shows it was delivered.

This works well if you ship a small number of orders with these carriers, or if you don't need Shopify to show delivery status.

Option 2: Use a free tracking app (automatic updates)

A tracking app can follow these shipments for you and update Shopify automatically. Once it's set up, orders move to In transit and Delivered on their own, and Shopify sends your customers its standard Out for delivery and Delivered emails.

Track123 is one app that supports our regional carriers and has a free plan for lower order volumes. To set it up:

  1. Install the app. Open the Shopify App Store, search for Track123 Order Tracking and click Install. Choose the free Starter plan.

  2. Turn on status syncing. In Track123, go to Settings and turn on Send shipping tracking events to Shopify. This lets the app update the order status in Shopify.

  3. Turn on delivery notifications. On the same page, turn on the Delivery Notifications toggle. This lets Shopify send your customers the Out for delivery and Delivered emails.

  4. Check Shopify's notifications. In Shopify admin, go to Settings, then Notifications, then Customer notifications. Make sure the Out for delivery and Delivered notifications are turned on.

  5. Confirm it's working. After a day or two, open a recent order shipped with a regional carrier. The status should have moved past "Tracking added," and the order's Timeline should show the delivery emails that were sent.

Option 3: Use a paid tracking app (higher volumes and more features)

If you ship a lot of orders with these carriers, or want more control over the tracking experience, a paid plan is the better fit. Paid tracking apps do everything the free option does, plus more:

  • Higher order limits, so every shipment is tracked

  • A branded tracking page on your own store, instead of sending customers to the carrier's site

  • Delivery estimates and delay alerts

  • Custom emails or SMS in your brand's style

Popular options include Track123, AfterShip and ParcelWILL (formerly ParcelPanel).

What to look for when choosing an app:

  1. Carrier support. Check the app's supported carriers list for the carriers your orders ship with.

  2. Sync with Shopify. Make sure the app can update order status in Shopify, not just on its own tracking page. Look for a setting like "sync tracking events to Shopify." Without it, orders will still sit at "Tracking added."

  3. One set of emails. If the app sends its own shipping emails, turn off Shopify's matching Out for delivery and Delivered notifications so customers don't get duplicates.

Setup is similar to Option 2: install the app, turn on syncing to Shopify, then check a recent order after a day or two.

Carrier tracking pages

If a customer asks for their tracking link, these are the pages each carrier uses:

For general tracking help, see How to Track an Order.