I am wondering if there is a way to change the email that gets sent to our customers when we fulfill / ship their orders?
Right now, when we purchase the shipping labels for orders, our customers automatically receive an email that says "Yay, your order is on it's way! Track your package here: _________________________'
The problem I have with this is that most of our international customers opt out of purchasing a tracking number at checkout. We give them the option, though, as we are in Canada and shipping with a tracking number to the US is a lot more expensive. 95% of our US customers choose NOT to purchase tracked shipping. But then they get an automatic email saying "Woohoo - track your package here!'... and then we deal with irate customers who can't track their package (because they didn't purchase one), and yesterday we got blasted by a US customer who accused us of taking her money and not shipping her product.
Is there a way for us to change the default email that gets sent to customers when we fulfill items? We want them to be notified, but we want it to say "If you purchased a tracking number, track your order here!" or something to that effect.
Yes you can edit your email templates in Settings > Notifications.
You can also use liquid variables if you need to do conditional logic (like show certain text for certain order properties). Reference for available variables: https://help.shopify.com/en/manual/sell-online/notifications/email-variables