Customer Notifications Settings

ShipStation gives you the ability to send up to four email notifications to your customers about the status of their shipment: Shipment Confirmation, Estimated Delivery Date, Out for Delivery, and Delivered.

In January of 2025, ShipStation introduced a new Customer Notification workflow. "Legacy Customer Notifications" or the "Customer Notification Legacy Workflow" refers to the Customer Notifications workflow on the ShipStation platform prior to January 2025.

How To Check Your Customer Notifications Workflow Type

Merchants with access to the current Customer Notification workflow will see the 'Preview Emails' button at the top left of the Emails tab in their Store Settings.

If you do not see this button please refer to the Legacy Customer Notifications guide.

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The steps below reference the current Customer Notifications workflow, if your account does not have a Preview Emails button please see the Legacy Customer Notifications guide.

Requirements

A valid email address must be present on the order for ShipStation to send shipment and delivery notifications successfully.

Enable Customer Notification Emails

Customer notification emails are turned off by default in ShipStation since you may already be using your selling channel’s notification feature. When you enable customer notifications in ShipStation, we will include a flag in the marketplace notification that a shipment confirmation email has been sent to your customer. This will allow the selling channel to skip sending an additional email.

Customer notification emails are set up for each individual store connected to your ShipStation account, meaning they can be enabled for some stores and disabled for others. The Emails settings for your store determine the default behavior for all orders that import into ShipStation from that store.

Notifications Not Sent for Orders Marked as Shipped During Trial

While in your Trial period, ShipStation will not send Shipment Confirmation emails for orders that you manually mark as Shipped. To use the email notification feature for these shipments, you must sign up for a ShipStation plan.

To enable customer notifications for your store:

Repeat the above steps for any store you wish to use ShipStation's customer notification emails.

Delay Customer Notification Emails

When you enable customer notifications, ShipStation sends the shipment 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 Emails settings.

Only the Shipment Confirmation Can Be Delayed

Settings to delay customer notifications only apply to the Shipment Confirmation Email. Currently you cannot delay any delivery notifications. Delivery notifications are triggered only when the carrier alerts ShipStation that the package has been delivered.

These settings will apply to all shipments from now on. Repeat these steps for any store you'd like to use delayed notifications.

Notes About Customer Notification Emails

  • If you wish to add multiple email recipients to an order, use the Order Details screen on the Orders grid by clicking the order number and selecting Edit next to Recipient information. Separate each email address with a comma.

    Some carriers only allow one email address

    While Shipstation supports adding multiple emails for the recipient, some carriers will only accept one email per shipment. To create the label these carriers, you must remove the extra email addresses.

  • By default, notifications are sent from the email address Tracking@ShipStation.com unless you enter and verify a company email address in the Email field of your store's Branding tab. Review our What is Branding? article for details.

  • If delivery notification emails are enabled, ShipStation will email your customer as soon as the carrier notifies ShipStation that the package has been delivered. Depending on the carrier, this may happen immediately upon drop-off or several hours after the shipment has been delivered.

  • Delayed shipment notification emails are only available for services that include automatic tracking updates from the carrier.

  • If you want to receive a copy of your customer's email, enter an email address into the Additional Settings field in your store's Emails tab. This will tell ShipStation to add that email address as a BCC on every notification sent to your customers.

  • Some selling channels, including Amazon and Walmart, 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 Emails settings in ShipStation.

  • ShipStation cannot delay the notifications for orders Marked as Shipped or shipments fulfilled through a fulfillment provider.

  • If changing from delayed notifications to notify on label creation, ShipStation will not send notifications for shipments already created.

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