Frequently Asked Questions About Branded Tracking Page

1. Why are tracking page layout changes not being reflected in my Shopify store?


If updates made to your AfterShip tracking page are not reflecting on your Shopify store:


  1. Verify that the tracking page URL is correctly linked in your Shopify navigation.
  2. Clear your browser cache or view your branded tracking page in an incognito window to check for caching issues.
  3. Ensure that AfterShip’s Shopify app is connected under the Apps section of your AfterShip Tracking admin
  4. If you use a custom domain, allow up to 10–15 minutes for DNS changes to propagate.

 

If the issue persists, re-publish your tracking page from AfterShip to re-establish synchronization.


2. Can I use my existing Shopify shipping notifications with AfterShip?


Yes, you can keep using your existing Shopify shipping notifications and enhance them with AfterShip. The integration works by embedding AfterShip’s branded tracking page link into Shopify’s native notification templates, so customers receive your usual Shopify emails but with a seamless tracking experience.


📘 Reference: Add AfterShip Tracking Link to Shopify Notifications



3. Why are redirects from my Shopify tracking page to the AfterShip page not working?


There are several common reasons, depending on which method you're using to set up the redirect.


  1. The Shopify proxy URL isn't set up or copied correctly


You need to go to Tracking Pages > Embedding in your AfterShip admin, copy the auto-generated Proxy URL, and then paste it exactly where needed, whether that's in your Shopify navigation menu, notification templates, or FAQ page. If you've skipped this step or pasted the wrong URL, the redirect won't work.


  1. Mismatched proxy URLs between AfterShip and Shopify


The Proxy URL in the AfterShip admin must match the App Proxy URL configured for AfterShip in your Shopify settings. If you've modified the proxy URL in AfterShip but didn't update it in Shopify (under Settings > Apps and sales channels > AfterShip Tracking > App proxy), this mismatch will cause redirect errors.


  1. The "Redirecting from Shopify Links" toggle isn't enabled


To redirect customers from the Shopify order status page or order history page, you must go to AfterShip Tracking admin > Tracking Pages > Embedding and explicitly check the option "Redirecting to your proxy URL from Shopify links." Without enabling this toggle, clicks on tracking numbers in Shopify won't go to AfterShip.


  1. New customer accounts aren't supported


Only legacy customer accounts are currently supported for redirecting from the Shopify customer account (order history) page. If your store uses new customer accounts, the redirect from that page won't work.


  1. Notification templates haven't been updated


If the redirect isn't working from shipping emails, you need to manually edit each Shopify notification template (e.g., order confirmation, shipping confirmation) and replace the default {{ order_status_url }} link with your AfterShip proxy URL. Simply enabling the proxy URL in AfterShip doesn't automatically update Shopify's email templates.


  1. Incorrect code in the Track Button setup


If you're using the embedded track button, the AfterShip JavaScript code and the data-domain attribute must be correctly pasted into the Shopify page's HTML editor. If the code is malformed or the domain value is wrong, the button won't redirect properly.


  1. CSS conflicts might be hiding the Track Button


If the track button isn't visible at all after adding the code, it may be due to incompatible CSS settings, specifically, overflow or visibility properties on wrapper elements. These need to be set to visible in your Shopify theme's style.css.liquid file.


  1. Duplicate or conflicting redirects


  • Go to Shopify > Content > Menus > URL Redirects.
  • Check for any duplicate or conflicting redirects related to the tracking page.
  • Keep only one redirect rule pointing to the AfterShip tracking page.


Confirm the correct AfterShip page URL (e.g., https://yourbrand.aftership.com). After removing duplicates and confirming the URL, the redirection should function normally.


In short, the most common culprit is either a missing or mismatched Proxy URL between AfterShip and Shopify, or the redirect toggle in AfterShip's Embedding settings not being switched on. Start there, and then check your notification templates and CSS if the issue persists.


📘 Reference: How to Use iFrame to Embed Branded Tracking Page
📘 Reference: Add Tracking Page on Shopify Store and Notifications Using Proxy URL
📘 Reference: Add Track Button to Shopify Store
📘 Reference: Add Tracking Page to Your Shopify Store’s Navigation


4. What can cause my tracking page to display a blank screen?


A blank or empty tracking page can occur due to caching or browser conflicts. Try the following:


  1. Clear your browser cache and cookies.
  2. Open the tracking page in an incognito/private tab.
  3. Disable browser extensions that may block scripts (e.g., ad blockers).


If the issue continues, check your store’s theme embed settings to confirm the AfterShip code is still valid and installed in your Shopify store.


5. Can I embed AfterShip Tracking on my website with automatic tracking?


Yes. You can embed the AfterShip branded tracking page on your website using either a Shopify Proxy URL (Shopify stores only) or an iFrame code (available on all platforms). Both options allow customers to track their orders automatically without leaving your site.


📘 Reference: How to Use iFrame to Embed Branded Tracking Page
📘 Reference: Add Tracking Page on Shopify Store and Notifications Using Proxy URL


6. What restrictions prevent full customization of tracking page styles on the Essentials plan?


  • The Essentials plan allows only basic tracking page customization capabilities, such as changing colors, fonts, and logos.
  • Advanced customization options like section-level CSS, HTML blocks, custom fonts, or embedded custom fields are available only on Pro, Premium, and Enterprise plans.


For the complete comparison between different pricing plans and what features are available with respect to branded tracking page customization, refer to this page.


If you need more design control, consider upgrading your plan under Billing > Upgrade Plan in your AfterShip dashboard.


📘 Reference: How to upgrade your AfterShip plan



7. Is there a way that the tracking page URL displays the store's domain instead of AfterShip's URL?


Yes. To ensure your branded tracking page URL displays your store's domain instead of AfterShip's, you need to configure a custom domain. This involves creating a CNAME record with your DNS provider and then setting it up within AfterShip's tracking page settings. Relevant support articles are available for detailed instructions, and our team is ready to provide further assistance if needed.


📘 Reference: Set Up a Custom Domain for the Branded Tracking Page

Updated on: 01/04/2026