Customer Notifications Settings

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 Confirmation emails let your customers know their order has shipped, and Delivery Notification emails let them know their shipment was delivered. Delivery notifications are only available for services that include automatic tracking updates from the carrier.

Email Address Required

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 confirmation and delivery notification emails instead of your selling channel's notifications for several reasons. 

For instance, you can:

  • Control when the shipment confirmations are sent using each store's email 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 confirmation 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 ShipStation's customer email 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 Third-Party Communications

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 Email settings. 

Enable Customer Notification Emails

Shipment and delivery notification emails must be enabled at the store level in ShipStation. This means the Email settings become the default behavior for all orders that import from that store. 

Repeat the above steps for any store you wish to enable ShipStation's customer notifications. Going forward, ShipStation will email shipment confirmations 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. 

Notes About Customer Notification Emails

  • 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 tracking@shipstation.com 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. Add a company email to your stores' Branding tab to help avoid emails getting filtered into your customers' spam folders.

  • If you want 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.

Delay Customer Notification Emails

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 Emails settings. 

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

Notes About Delayed Notifications

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

  • 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.

Email Notification Statuses

ShipStation lets you know if your customer notifications were sent and received successfully with 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.  

Shipment & Delivery Notification Columns in Shipping Tab
V3 Shipping grid Shipment Delivery Notification column.

If you do not see the Shipment or Delivery Notification columns, click the Columns button to enable those columns.

Columns button highlighted in the ShipStation UI.

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. 

ShipStation's Legacy Layout

If you're using ShipStation's Legacy Layout, the column you need to activate will be titled Notifications.

Successful customer notifications will have a green envelope icon Green envelope icon. Click to send Shipment Email to customer. ​. Failed customer notifications will have a red envelope icon Red envelope icon. Represents Failed customer notifications. Hover your mouse over the failed icon to view a pop-up with details on why the notification failed.

Smart Document Tracking
Smart document tracking Statuses, with respective icons. Reads, Packing slip: printed, Label: printed, & Notifications: sent

Will appear in the Shipment Details screens.

The Notifications option 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.

Resend Failed Notifications

You can resend failed notifications once the cause of the issue has been addressed. 

Smart Document Tracking

An email sent to your customer once you create the label for their shipment in ShipStation. This option is disabled by default. You can also configure the notification to be sent at a later time, such as an hour after the label is created or when the shipment hits the mail stream.

An email sent to your customer once ShipStation receives a notification from the carrier that the package was delivered. Most carriers and services (but not all) support sending this notification to ShipStation.

WYSIWYGSmart Document Tracking