Explains what customer notifications are, how to enable them, how to delay them, how to view notification statuses, and resend notification emails in ShipStation.
ShipStation can send two types of customer notification emails to your customers:
Shipment Notifications let your customers know their order has shipped, and Delivery Notifications let them know their shipment has been delivered. Delivery notifications are only available for services that include automatic tracking updates from the carrier.
A valid email address must be present on the order for ShipStation to send shipment and delivery notifications successfully.
You may want to use ShipStation's shipment and delivery notification emails instead of your selling channel's notifications for several reasons.
For instance, you can:
Control when the shipment notifications are sent using each store's notification settings.
Create custom shipment and delivery email templates using either ShipStation's WYSIWYG or HTML template editor.
Create as many custom templates as you need to take advantage of different branding for each store or send emails that include coupon codes or other special offers.
Assign custom email templates at the store level or at the individual order level.
Assign custom email templates to orders based on unique order criteria using ShipStation's powerful Automation Rules.
Use ShipStation's Branded Tracking Page to keep your customer engaged with your brand even after shipping the order.
Shipment and delivery notifications are turned off by default in ShipStation since you may already be using your selling channel's shipment notification feature. Should you choose to use the ShipStation customer notifications feature, ShipStation will include a flag in the marketplace notification that a shipment confirmation email was sent to the customer. This will allow the selling channel to skip sending an additional confirmation.
Some Selling Channels Do Not Allow 3rd Party Communications
Amazon, Walmart, and Rakuten do not allow third-party apps like ShipStation to send email notifications directly to customers. For these selling channels, the email notification options will not be present in the store's Notifications settings.
Shipment and delivery notification emails must be enabled at the store level in ShipStation. This means the notification settings become the default behavior for all orders that import from that store.
To enable customer notification emails:
Go to the Notifications tab.
Click the Shipment Confirmation Email drop-down menu.
Select the desired email template from the list (if you have not created any custom templates, select the Default Shipment Template).
Any custom email templates you've created will appear in this list. The selected template will become the default email notification template for all orders imported from this selling channel.
Repeat for Delivery Notification emails if you wish to enable those as well.
Click Save Changes.
Repeat the above steps for any store you wish to enable ShipStation's customer notifications. Going forward, ShipStation will email shipment notifications to customers for all orders imported on each store with enabled customer notifications.
If Delivery Notifications are enabled, ShipStation will send the delivery notification as soon as the carrier notifies ShipStation the package has been delivered. Depending on the carrier, this may happen immediately upon drop off, or could occur several hours after the shipment has been delivered.
To disable customer notification emails, simply set each drop-down menu to (don't send email) and save your changes.
A valid email address must be present on the order in ShipStation for the notifications to send successfully.
By default, notifications are sent from the email address firstname.lastname@example.org unless you enter and verify a company email address in the Email field of your stores' Branding tab. Review our What is Branding? article for details.
If you find your notification emails are routed to your customers' spam folder, consider adjusting the subject and body text of your notification emails to avoid spam words and phrases. Adding a company email to your stores' Branding tab will also help avoid emails getting filtered into your customers' spam folders.
If you'd like to receive a copy of the actual email your customers receive, enter an email address into the Blind Copy on Shipment and Delivery Email field in your store's Notifications tab. This will tell ShipStation to add that email address as a BCC on every Shipment and Delivery notification it sends to your customers.
When you enable customer notifications, ShipStation sends the customer notification at the same time it sends the marketplace notification. By default, this occurs when you create the label for a shipment. However, you can delay the shipment notifications in each store's Notifications settings.
To delay notifications:
Go to the Notifications tab.
The default behavior for Send marketplace Notification when... is set to when Shipping label is created. To delay the notification you must select one of the conditional options.
Select The first of these conditions in met...
Choose which condition must be met before ShipStation will send the notification.
The shipment first hits the mail stream
ShipStation will send the notification when the carrier first notifies us it has received and scanned the shipment.
For carriers that electronically submit shipments, this can cause notifications to be sent before the shipment is in possession of the carrier.
This option can only be used for trackable services with carriers that automatically send tracking data back to ShipStation.
When this option is selected, ShipStation also provides the ability to set notification options for any un-tracked services.
At a specific time on the ship date
ShipStation will send the notifications at the specified time. Currently, ShipStation relies on US Pacific Time for this setting.
Number of hour(s) elapsed after label creation...
ShipStation will send the notifications after the specified number of hours have passed from the time of label creation.
You can choose multiple options and ShipStation will send the notification when the first condition is met.
Click Save Changes.
Marketplace and customer notifications will occur at the same time (if you have customer notifications enabled).
Not all carrier and service combinations support auto-tracking. These carrier/service combinations cannot use delayed notifications since ShipStation does not receive any data from the carrier to trigger them.
If changing from delayed notifications to notify on label creation, ShipStation will not send notifications for shipments already created. Be sure to look up any outstanding shipments and use ShipStation's Resend Notifications option.
Settings to delay marketplace and shipment notifications do not apply to delivery notifications. Delivery notifications are triggered only when the carrier alerts ShipStation the package has been delivered.
ShipStation lets you know if your customer notifications were sent and received successfully using Smart Document Tracking.
Check the Shipment Notification and Delivery Notification columns in the Shipments tab, or the Smart Document Tracking in the Shipment Details screens.
If you do not see the Shipment or Delivery Notification columns, click the Columns button to enable those columns.
Check the Shipment Notification and Delivery Notification options. Scroll right to view, then click and drag to move the columns to the desire position in your grid.
Successful notifications will appear in dark grey and say Notified. Failed notifications will appear in red and say Failed. Hover your mouse over the failed icon to view a pop-up with details on why the notification failed.
The Notifications option here indicates both marketplace and customer notifications. Sent notifications will appear in dark grey and say Sent. If either notification failed, this icon will also include a red dot. Hover your mouse over the icon to view a pop-up with details on which notification failed and why.
You can resend failed notifications once the cause of the issue has been addressed.