How to send shipping confirmation

[Yu-Ching]

Hello!  I tried searching the discussion but couldn't seem to find what I needed...

I just fulfilled a customer's order but forgot to tick the "send notification" before fulfillment...  I can't find a way to send shipping confirmation in the customer order...  How can I do this once the order has been fulfilled?

Thank you in advance.

[AvadaCommerce · Accepted solution]

Hi @Yu-Ching,

You can click on edit the tracking to resend a shipping confirmation email to your customer. 

Your customer will receive a shipping update email.

I hope it helps.

[Yu-Ching · Accepted solution]

Thank you!

[Yu-Ching · Accepted solution]

Thank you!

[ajoyforever]

This does not work for the stated issue. If you forget to check "send customer a notification" this solution doesn't help for that - nor does re-entering tracking.

[connollyrm · Accepted solution]

The option to re-send the customer email is grayed out unless you changed the tracking number.

Here's what worked for me:

1 - Click on the three dots to the right of the green Fulfilled icon and select "Edit Tracking."

2 - Temporarily change the tracking number to a fictitious number and change the shipping carrier to "Other."

3 - Ensure the "Send notification email to customer" box is unchecked.  

4 - Click Save.

5 - Now edit the tracking information again.  This time, enter the actual tracking information and carrier.

6 - Now ensure that you check the "Send notification email to customer" box.

7 - Click Save.

[ajoyforever]

Great hack. Will try this! 

[dpfuenza]

Hello! This solution sounds great, my only question I jsve is will this email be the "SHIPPING CONFIRMATION - YOUR ORDER IS ON THE WAY" email? Or would it be the SHIPPING UPDATE email?

Thanks! 

[Summer]

Hey, @dpfuenza! The notification that is sent when you fulfill an order is the shipping confirmation email. When you make updates to an order, such as adding the tracking number after the shipping confirmation email has been sent, then the shipping update email is what the customer is going to receive. 

I hope that clarifies your concern. If anything is unclear, let me know and I'll be happy to help you further!

[dpfuenza]

Thank you so much Summer! 

I have the automatic notification of SHIPPING CONFIRMATION email turned off, as I want to send it once the order is actually in its way.

So now, I'm stuck with the only email regarding to shipping that is the SHIPPING UPDATE but I don't seem to be able to manually send the SHIPPING CONFIRMATION email once is actually dispatched. 

Do you have any thoughts /leads on that? I'm new to Shopify and trying to navigate this as on my first order last week, the customer received both the Order confirmation and SHIPPING CONFIRMATION - ON THE WAY email at the same tiem, without me even dispatching or booking the courier.

Cheers! 

[Summer]

My pleasure, @dpfuenza! 

You will want to click the Fulfill item button when you have completed the necessary steps to prepare and send the purchased product to the customer. The final step in fulfillment is to send the package out for delivery via a courier or postal service, so ideally you should already have the tracking number when you fulfill an order and send the shipping confirmation email.

I understand why you would be concerned that the order confirmation email and shipping confirmation email were both sent simultaneously, as this shouldn't be the case. How was the shipping confirmation sent? Did you click Fulfill item as soon as you received the order? Or are you perhaps using an app to fulfill an order?

[dpfuenza]

Thank you again Summer for replying this quick. 

So, as I newbie here, I didn't realised I had (still do!) the AUTOMATICALLY FULFILL THE ORDERS LINE ITEM.

I'm adding a screenshot of how I see it on the Shopify App. 

When I got the first order, It was also checked the NOTIFY CUSTOMER OF THEIR SHIPMENT. So after that situation, I've unchecked it.

But then I don't know how to send the proper SHIPPING CONFIRMATION email. I've only been able to send the SHIPPING UPDATE once I added the tracking (unless, as this would be the first and only email regarding shipping I'm sending, the template is not the SHIPPING UPDATE, but the SHIPPING CONFIRMATION?)

My second order, recieved the ORDER CONFIRMATION email, then (I asume) they recieved the SHIPPING UPDATE email when I added the tracking, but I couldn't sned them anything else after the package was collected.

I'm not using any app, and I would love to make it work more smoothly for the coming up orders. 

Thanks again for the help! 

[Ollie]

Hey @dpfuenza.

Thanks for the quick response and providing us with that context.

Since we are unable to authenticate you over the Community forums due to the sensitive information that needs to be shared, I am unable to view your store set up. I would suggest speaking with our live support about this situation and make the Support Advisor aware of what you would like to accomplish with your order confirmation and shipping notifications. 

You can get in touch with our live support by navigating to the Help Center. When you arrive at the Help Center, you will need to make the virtual assistant be aware that you would like to Speak with support and you will be connected with a Support Advisor accordingly. 

Let us know if you have any further questions. 

[AvadaCommerce · Accepted solution]

Hi @Yu-Ching,

You can click on edit the tracking to resend a shipping confirmation email to your customer. 

Your customer will receive a shipping update email.

I hope it helps.

[Yu-Ching]

Hello @AvadaCommerce

Thank you SO much!
I had no idea that it was this easy; I suppose I wasn't looking hard
enough...

It worked perfectly.

Thanks again!

[Yu-Ching]

Thank you so much!

It worked perfectly!

[ShirleysHope]

Hi,

I've purchased a shipping label directly from Shopify for the first time. As a result, the "Edit Fulfillment" option is not available. The resend option is not available in the Timeline as well since I failed to send it originally.

Is there another way, perhaps, that does not involve coding?

Thanks,

Sophie

[ajoyforever]

This doesn't work if you've already entered a tracking number for forgot to check "send notification" to customer.

[ShirleysHope]

Yes, thank you.

Shopify's "solution" was to send a separate email to the client containing the tracking info.

I guess it's irrelevant now as Shopify discontinues offering shipping labels.

[nron1018]

It works if you "add another tracking number" and you can just add the same tracking number again. The email will send if you have it checked to send notification to customer.

[ajoyforever]

Why would you recommend that? That solution does not work. The “send” button remains greyed out because the platform recognizes it’s same number as before, no changes. 

[nron1018]

Click "add another tracking number" and add the same number. I just did it and it worked no problem.

[ShirleysHope]

Thank you for your reply.
I am aware of this solution. However, it does not work in the case where labels are purchased directly from Shopify. I've attached an image in my original question showing that the option to modify fulfillment/tracking is not available once the fulfillment process is done.

I've contacted Shopify Support directly and their suggested solution was to send a separate email to the customer notifying them of the tracking number.

Your solution is good when shipping is done outside Shopify.

[nron1018]

Got it!