Frequently asked questions

Parcely ships a theme app extension. Add the “Parcely Tracking” block to a page or section in your theme editor and save. Customers then look up orders by order number + email, or by tracking number.

Carriers are auto-detected from the tracking number and statuses are normalized to a unified set. Live tracking is aggregator-backed (Ship24-ready) for 900+ carriers; a deterministic mock is used until an aggregator key is configured.

Eight languages (English, Spanish, French, German, Italian, Brazilian Portuguese, Dutch, Simplified Chinese) for both admin and storefront, plus all Shopify currencies with presentment-currency pricing.

Yes, on Starter (SMS) and Growth (WhatsApp) via Twilio, with opt-in consent and STOP opt-out. Email works on every plan, including Free.

Yes. Wallet passes are a Growth+ feature and use your own Apple Developer / Google Wallet credentials. The app can generate live tracking passes once those credentials are configured; without them, the UI shows a clear not-configured state instead of a broken button.

Yes. Parcely ships Flow triggers for delivered, delayed, exception, and no-update shipments, plus Flow actions to send a Parcely notification, tag delayed orders, or create a support escalation. You still need to publish/configure the Flow workflow in Shopify.

No. Every core feature works without AI. AI features (predictive ETA, recommendations, copy generation, chatbot) are optional and run on your own provider key (BYOK) — Parcely never bills for AI usage and falls back to deterministic logic when AI is off.

Parcely supports BYOK-style helpdesk integrations for Gorgias and Zendesk, plus marketing event integrations for Klaviyo and Attentive. Shipment lifecycle events can be sent to marketing tools, and Flow support escalations can create helpdesk tickets when credentials are configured.

Yes, on Pro. You can create API keys and webhook subscriptions from Developer settings. API responses are shop-scoped and omit customer PII; outbound webhooks are signed and retried with backoff.

Custom tracking domains are a Growth+ feature. The Cloudflare-for-SaaS provisioning flow is implemented, but it requires Parcely operator Cloudflare credentials and final host-routing verification before a merchant hostname can serve the tracking page directly.

Free ($0, 100 orders/mo), Starter ($9, 500), Growth ($39, 2,500), Pro ($99, 10,000). Annual saves ~2 months. Overages are billed gently in 1,000-order blocks. See the pricing page.

Data is shop-scoped and encrypted in transit; access tokens and AI keys are encrypted at rest (AES-256-GCM). We honor Shopify's GDPR webhooks and minimize PII before any third-party/AI call. See the privacy policy.