Turn off shipping confirmation emails premanently

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Tourist
7 1 13

I am the web developer for store sitkasalmonshares.myshopify.com and we are experiencing an issue that has been a pain for quite a long time. We are unable to understand how to turn off shipping confirmation email notifications in Shopify. In the settings, the shipping confirmation description makes it sound like you can turn it off: "Sent automatically to the customer when their order is fulfilled (if you select this option)." But there seems no way to select or deselect it. If this is a feature you have to pay a higher price to turn off that would be quite confusing to me as that really shouldn't be a super-premium feature.

 

Sitka Salmon Shares is a company that, once you purchase our product, you sign up for several months and have several shipping dates. We can't let Shopify send out any shipping confirmation emails automatically because we are not shipping the product immediately as we fulfill these orders in Shopify. So whenever Shopify sends an order confirmation email to a customer it just serves to confuse them and be a real annoyance for our customer service team. Please help us find a solution to this issue, we really need these notifications turned off entirely, permanently.

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Shopify Staff
Shopify Staff
908 86 173

Hey, @sitkashares!

 

Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.

 

Great question! At the moment, you can only disable the shipment out for delivery and shipment delivered notifications from Admin > Settings > Notifications. This will apply to all future customer emails.


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We also have a guide on this is our help centre here which includes other order notifications that you can switch off too.

 

I hope this helps but let me know if you have any other questions and I'd be happy to help.

 

Thank you,

Lulu

Lulu | Social Care @ Shopify
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Tourist
7 1 13

That's not really an answer to my question. We need our shipping confirmation emails disabled. Why are we not able to do so?

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Shopify Staff
Shopify Staff
908 86 173

Hi, @sitkashares.

 

Thanks for getting back to me. I believe it is not possible to disable this notification as the shipping confirmation is important for 90% of our merchants. You can untick the option in the order directly but this has to be done manually to each order:

 

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I will be happy to pass your feedback on to our developers though. At Shopify, we pride ourselves on the continued growth and development of our platform, and we are only able to strive towards this goal with feedback and comments from merchants just like you. There is never a guarantee that a request will get a Green Light, or make it to a product launch, but we really do appreciate you reaching out with your suggestion, as I’m sure you’re not the only merchant with this request.

 

Kind regards,

Lulu

 

Lulu | Social Care @ Shopify
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Tourist
7 1 13

I did some digging before I made this post. There is a similar question asked and Shopify customer service responded saying that they could put in requests but there's no promise what happens in development. Many of the users in your Shopify community were unhappy, as you can read for yourself:

 

https://community.shopify.com/c/Shopify-Discussion/Disable-order-confirmation/td-p/493291

 

You say that this option works as-is for 90% of your customers; are you saying the other 10% serve an insignificant portion of Shopify's incoming revenue? Is there no way to just assist us in turning this setting off permanently for our shop? I suppose we will put in a request for adding this feature, but if I can give no estimated time of delivery on such a feature then you're not really providing us with anything we need in this situation.

 

Are you going to allow 10% of your customers to be unhappy with the functionality of their Shopify store? If so, I guess I can't expect anything to happen for us and we will pursue a drastically more costly and time-consuming solution. Not sure why we would be forced to take that path, but you aren't assisting me with any workable solution.

 

Please put in the request for the feature, but without knowing if or when it could possibly be implemented it really doesn't make much of a difference. Thank you for your time, but we remain unsatisfied with your response.

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Tourist
7 1 13

Hi Lulu,

 

Is there a way to customize the shipping confirmation email that goes to customers? The problem right now is that it is confusing because it says customers can track their order, but our system is not set up to transmit tracking information to Shopify.  If we could customize what is sent to customers, we could clear up that confusion and it wouldn't be as bad that the emails are sent.

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New Member
3 0 0

We echo the issue of wanting to turn order confirmation off. This is horrible UX on shopify's end to force us into using all of the notifications without an on/off function. This has been a problem in discussion threads for months and the shopify team has shown no promise of updating it. 

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New Member
1 0 0

Even though you cannot disable the notifications, you can turn the notifications into anything that you want. This is how we solved the issue for our shop. 

In our Shopify admin we went to SETTINGS then NOTIFICATIONS. We realized that we needed to edit the ORDER CONFIRMATION template and the SHIPPING CONFIRMATION template in order to solve all of the issues with false shipping confirmations.  

First we clicked on ORDER CONFIRMATION. 

We changed the subject line to "Thank you for your order {{name}}". 

In the body, anywhere that it mentioned shipping or delivery, we changed to: "Hi {{ customer.first_name }}, this is your order confirmation. Please review the details below and let us know immediately of any errors by replying to this email. <p> You will receive another e-mail shortly letting you know that your order has been sent to production. You have 24 hours to make changes or to cancel your order."  

Then we clicked on the SHIPPING CONFIRMATION template. 

We changed the subject line to: Your order {{ name }} is being processed

In the body, anywhere where it said: {% capture email_title %}_____________, we kept the beginning of each title sentence and changed the ending to "your order is being processed". For example: " {% capture email_title %}The last items in your order are being processed{% endcapture %}"

Also in the body we edited the what was written after the "body" code for each, which is this code: {% capture email_body %}_________  We again kept the beginning of the sentence and replaced the rest with: "Your order is being processed. We will notify you when your order has shipped".

*Making sure to keep all code exactly the same, and keeping the beginning of each sentence depending on the purpose of the code. For example, "The last items in your order are being processed" or "Some items in your order are being processed"

We're not experts. But we hope this helps anyone else trying to solve this issue. This has worked great for us. 

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New Member
1 0 1

Any update here? Shipping confirmation emails may be important for your merchants but the overwhelming majority of them will not ship through Shopify's tools and can send their shipping confirmation emails through whichever tool they use for shipping and processing.

Kind of mind-boggling that you force this on people with the ridiculous limitations. As far as I'm concerned, it may be *more* important for 90+% of your merchants to have flexibility it how they do things.