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Customer ordered without email address - how to send tracking information

DaveD
Excursionist
50 0 4

Hi there,

as the subject already says. A customer had made an order yesterday but without email address but provided a phone number. This cause that I cannot send the shipping/ tracking information to him. the field doesnt exist in this case when I fulfill the item.

How to inform him?

Honestly i even didnt know that someone can order without an email address. 

Replies 4 (4)
Olivia
Shopify Staff
Shopify Staff
1604 137 281

Hi, @DaveD!

 

Thank you for sharing your question with our network. The option to allow customers to checkout with email address or phone number is actually controlled in your checkout settings.

 

Head to Admin > Settings > Checkout > Customer contact method like so: 

 

I certainly recommend making email address the required field to prevent this from happening again in the future.

 

Also per the screenshot you will notice that to connect with your customer/s via SMS you will need to use an app. Here's some great solutions to choose from. On the flipside, if it's just the one customer you need to connect with, you can even do so from your business phone number.

 

I trust that helps, but let me know if you have questions.

Olivia | Social Care @ Shopify 
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SB_540
Tourist
5 0 0

I have a similar issue. I have the same settings set. Customer used only a phone number. Got their order. Needs to do a return. I have the 'new customer accounts' type selected for my store. So when they went to click the link to access their account, it asks for email, sends the code. The customer did the steps but sees no order. I guess how could she if she didn't use an email? So what's the solution in general for customers who used a phone number to order to see their orders? I asked support and did not get a clear answer. Is an SMS app required for that or is there a setting i'm missing?

Olivia
Shopify Staff
Shopify Staff
1604 137 281

Thanks for joining our thread, @SB_540.

 

Customers can still choose to enter an email address on the order status page to receive email notifications for an order after the order is placed as listed in our SMS Order FAQ. If they chose not to provide an email address at any point pre or post checkout, there will be no email address associated with their profile to create an account or pull data. 

 

There is no built-in setting for them to log in with a phone number, though you could absolutely peruse apps or a custom built solution to offer that. Alternatively, you can manually attach an email address to their profile through Admin > Customers

 

If they are simply looking for past order information, their texts would still have the confirmation available to them. 

 

Warm regards,

Olivia | Social Care @ Shopify 
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DavidNZSSI
Explorer
44 2 6

Hey Dave! As Olivia as offered, there are some great solutions available for SMS notifications. It may not be suitable for you now, but you may want to check out dedicated shipping apps as you grow (which offer the ability to tailor your SMS notifications, email notifications and tracking pages). Good luck!