Fulfil orders without sending a notification to the customer

[David_J_Tyler]

My client does not mark orders fulfilled in the order section as he uses a different application.

He asked me to mark all the orders (5700 of them) as fulfilled as part of a clean up process.

As some unfulfilled orders went back to 2022, we did not want to send a notification to the customer.

Having read this help article:

https://community.shopify.com/c/shopify-discussions/does-marking-an-order-as-fulfilled-trigger-autom...

it advised that when I fulfil the old orders, I uncheck the checkbox marked ‘SEND A NOTIFICATION TO THE CUSTOMER’.

Started fulfilling orders a page at a time but soon the phone was ringing off the hook with customers complaining about receiving a notification that said ‘their order has been delivered’.

The checkbox was definitely unchecked. I was fulfilling a page at a time. Although unchecked, the customer still got an email.

What have I done wrong?

Thank you

David

[JoesIdeas · Accepted solution]

If the box is unchecked and it's a location you control, it normally doesn't send the notification.

Couple ideas:

- Compare the orders that had the notification sent with the ones that did not and see what's different, that may provide a clue (the order timeline will show when the delivery email was sent)

- Check the location, if it's tied to a 3rd party service then they may have assigned the notification to customer yes, as part of their standard flow. If that turns out to be the reason those are sent, switch the location of the order to your own location before marking fulfilled

- Try creating a test order with you as the customer, or modify some of those old orders to put your email in there, to see if the email sends and why (using the investigations above)