The tracking information sent to PayPal and Stripe is consistent with what is set on the Tracking Page setting.
Meaning, if you choose not to show any carrier information in your account, then the system would not send those carrier information in your payment platform as well.
First, please check your Carrier Logo setting in Track123 > Tracking Page first.
Then, review the three scenarios outlined below to identify the cause of the tracking information not being sent and to learn how to synchronize it, if needed.
Carrier Logo is Turned off
If your carrier setting is set up the way it shows below, then no tracking information would really be sent in your payment platform at all.
OR
Turning off the option along with the Dropshipping Mode of the app, means that you don't want the customers to know that the item is from China, which is why the carrier information is not sent to the customer.
It's to prevent your customer from searching the carrier or the tracking number on their browser, which can lead to them knowing the origin of the item.
If you're fine with your customers seeing the carrier and the initial tracking number, then please refer to the link below to know how you can sync the tracking information to PayPal/Stripe.
The Carrier Logo, Tracking Number and Only Last Mile options are turned on
If your carrier setting is set up the way it shows below, then there might be a chance that no tracking information would be sent to PayPal/Stripe.
The reason for this being is because if the last mile information is not picked up for an order, then we'll not be able to send the last mile tracking in PayPal as well.
Our team is currently working on having the system automatically sync the last mile tracking information for all the carriers, but we can only sync the last mile tracking from limited carriers at the moment.
Hence, if the last mile carrier is not synced/optimized by the app for the orders in your store, then the information that we'll send to your payment platform is OTHER or an empty value will be sent instead.
If you're fine with your customers seeing the initial tracking number instead, then please refer to the link below to know how you can sync the tracking information to PayPal/Stripe.
The Carrier Logo and Tracking Number is turned on, but not the Only show the last mile carrier option.
If your carrier setting is set up the way it shows below, then we'll not be sending the last mile tracking number to PayPal/Stripe.
The reason for this being is because if the Only show the last mile carrier setting is not turned on, then the system picks up that you don't want that information to be seen by the customer.
Hence, we will not send the last mile trackingt to your payment platform even if the information is present in the order. Instead, we'll send them the tracking number uploaded to the order.
If you want your customer to receive the last mile tracking number, please refer to the link below.
For any other questions or concerns, please feel free to contact our support team.