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Branded Tracking Page - FAQ

Give your customers a fully branded order-tracking experience at your own subdomain — with your logo, navigation, support details, and promotional banners.

Table of Contents​

  1. Overview
  2. Basic vs. Advanced Tracking Page
  3. Getting Started
  4. Basic Setup
  5. Advanced Customization
  6. Image Uploads
  7. Billing & Pricing
  8. Troubleshooting

1. Overview​

Q: What is the Branded Tracking Page?​

A: The Branded Tracking Page lets your customers track their shipments on a page that looks like yours — with your logo, support links, and social media presence. Instead of sending customers to a generic carrier tracking site, they land on a URL like https://yourstore.velocityshipping.in.

The page automatically shows the shipment's live tracking timeline, carrier events, and estimated delivery — all under your brand.

Q: What can I customize?​

A:

SectionWhat You Can Set
Basic BrandingLogo, brand name, support email, phone, and support link
SubdomainYour custom tracking URL (e.g., yourstore.track.velocity.in)
Website & ReturnsLinks to your main website and return policy
Header MenuNavigation links displayed at the top of the page
Footer Social LinksInstagram, YouTube, Facebook, Pinterest, Twitter
Sticky BarA persistent banner anchored to the header or footer
Promotional BannersSeparate desktop and mobile images with click-through links

2. Basic vs. Advanced Tracking Page​

Q: What's the difference between the basic tracking page and the Advanced (Branded) Tracking Page?​

A: Every Velocity account gets a basic tracking page at no extra cost. The Advanced Tracking Page is a paid VAS add-on that unlocks full visual customization.

FeatureBasic (All Accounts)Advanced / Branded (VAS)
Custom subdomain (yourstore.track.velocity.in)✅✅
Brand logo✅✅
Brand name✅✅
Support email, phone, and support link✅✅
Website URL and return policy link✅✅
Custom header navigation menu❌✅
Sticky bars (header and footer)❌✅
Footer social media links❌✅
Promotional banners (desktop + mobile)❌✅

A: With the Advanced Tracking Page, the footer supports: Instagram, YouTube, Facebook, Pinterest, and Twitter/X.

Q: What are Promotional Banners?​

A: Banners are clickable image panels on your tracking page — ideal for promotions, new arrivals, or referral campaigns. You can upload separate images for desktop and mobile, and set a click-through URL for each banner.

Q: What is the Sticky Bar?​

A: The Sticky Bar is a persistent strip anchored to the top or bottom of the page as customers scroll. It's useful for time-sensitive promotions or support announcements. Separate sticky bars can be configured for the header and footer.

3. Getting Started​

Q: Where do I configure the branded tracking page?​

A:

  1. Go to Buyer Communication in your Velocity dashboard
  2. Click Tracking Page
  3. Complete the setup wizard — Basic settings first, then Advanced customization
  4. Save — your page goes live immediately

Q: What is my tracking page URL?​

A: Your page is served at:

https://{subdomain}.{tracking-domain}

For example, if your subdomain is mystore, the URL is https://mystore.velocityshipping.in.

Q: Is this feature available on all plans?​

A: The branded tracking page may need to be enabled on your account. If you don't see it under Buyer Communication, contact your Key Account Manager (KAM) or email support@velocity.in.

4. Basic Setup​

Q: What do I configure in Basic Setup (Step 1)?​

A:

FieldDescription
SubdomainUnique slug for your tracking URL (e.g., mystore)
LogoYour brand logo displayed on the tracking page
Brand NameYour store or brand name
Support EmailContact email shown to customers
Support PhoneContact phone number shown to customers
Support LinkURL to your help/support page
Website URLYour main website (linked from the tracking page)
Return Policy URLLink to your returns/refund policy page

Q: Can I change my subdomain later?​

A: Yes — edit the subdomain from Settings → Communication → Branded Tracking Page at any time. Changing the subdomain updates your tracking URL, so make sure to update any links you've shared with customers or embedded in communications.

Q: The subdomain I want is already taken.​

A: Subdomains are unique across all Velocity merchants. Try a variation such as mystore-in, mystore-official, or brand-track.

5. Advanced Customization​

A: In Step 2 (Advanced Setup), under Header:

  1. Click Add Menu Item
  2. Enter a Name (the link label shown on the page)
  3. Enter the URL it should point to
  4. Repeat for each navigation link

A: The footer supports:

  • Instagram
  • YouTube
  • Facebook
  • Pinterest
  • Twitter / X

Q: What is the Sticky Bar?​

A: The Sticky Bar is a persistent banner that stays fixed at the top or bottom of the page as customers scroll. It can be configured separately for the header and footer sections.

Q: How do I add a promotional banner?​

A: In Step 2 under Banners:

  1. Upload a desktop image (displayed on wide screens)
  2. Upload a mobile image (displayed on smaller screens)
  3. Set a click-through URL — where customers go when they click the banner
  4. Add alt text for accessibility

You can configure multiple banners.

6. Image Uploads​

Q: What image formats are accepted?​

A: The following formats are supported for logos and banners:

  • JPEG / JPG
  • PNG
  • WebP
  • GIF

A: Since separate desktop and mobile images are supported, use appropriately sized assets:

  • Desktop banners: 1200px wide or wider
  • Mobile banners: 375–768px wide

Using dedicated images for each breakpoint ensures the best appearance on all devices.

Q: My upload seems stuck. What should I do?​

A: Upload URLs expire after 10 minutes. If an upload times out:

  1. Refresh the page
  2. Re-select your image file
  3. Try the upload again

If the issue persists, try a smaller file size or a different image format.

7. Billing & Pricing​

Q: Is the Branded Tracking Page a paid feature?​

A: The basic tracking page (logo, brand name, support details, subdomain) is included for all accounts at no extra cost.

The Advanced Tracking Page — with custom headers, sticky bars, footer social links, and banners — is a paid VAS subscription (branded_tracking_page). Contact your KAM or support@velocity.in to enable it.

Q: When exactly am I charged for the Branded Tracking Page?​

A: You are charged once per shipment, at the time the shipment is manifested (when the AWB is assigned and the shipment moves to "Ready for Pickup"). The charge is not per page view — each shipment is billed once regardless of how many times customers visit the tracking page.

Q: Will I be charged for the same shipment twice?​

A: No. The system ensures each shipment is charged at most once for the Branded Tracking Page service.

Q: Is there a free trial?​

A: No. - Branded Tracking page does not have a trial period

Q: I disabled the Branded Tracking Page and re-enabled it. Will I be charged for past shipments?​

A: No. Only shipments manifested while the service is active (or in free trial) are charged. Shipments created before the service was enabled — or during any period it was disabled — are not billed retroactively.

Q: Where can I see the Branded Tracking Page charges?​

A: Go to Payments → Invoices in your dashboard. The itemized VAS bill lists each Branded Tracking Page charge with the associated AWB number and date.

8. Troubleshooting​

Q: I saved changes but my tracking page still shows the old content.​

A: Changes are pushed to the edge network automatically on save. Allow up to 1–2 minutes for propagation. If you still see stale content:

  • Do a hard refresh (Ctrl+Shift+R on Windows/Linux, Cmd+Shift+R on Mac)
  • Try opening the URL in an incognito/private browser window

Q: My logo or banner image isn't showing on the tracking page.​

A:

  1. Confirm the file format is JPEG, PNG, WebP, or GIF
  2. Check that the upload completed — you should see an image preview after a successful upload
  3. Save the configuration after uploading

Note: upload URLs expire after 10 minutes. If an upload times out, refresh the page and try again.

Q: I can't find the Branded Tracking Page setting.​

A: The Advanced Tracking Page may not be enabled on your account. Contact your KAM or support@velocity.in to get it activated.

Need Help?​

  • Email: support@velocity.in
  • Chat: Use the chat widget in your Velocity Shipping dashboard
  • Account Manager: Contact your KAM to enable or configure the branded tracking page

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