Dropshipper (Contrado) Shipment Notification emails not sent to customer - Contrado say ask Shopify

[hello2023]

Customer makes order and receives confirmation email fine. The issue is when order is shipped the email gets sent to me as store admin not customer. When I follow up with Contrado they say check my settings however I don’t get this problem with Printful so I’m not sure what to check.

Am I right thinking the issue is with Contrado? They suggest I email customers manually and strip out courier tracking info (otherwise customers would see the item originated from Contrado).

Thanks for any advice or if anyone else is having the same issue…

[EsBoutique]

Did you sort out this problem? I have the same, and am scratching my head what to do. I certainly do not want to have to manually email customers! can you imagine!! …

[hello2023]

Glad I’m not alone but no solution unfortunately. Seems crazy we’re asking customers to pay a premium and then they don’t get this info. My site is still early stages but focussing on Printful-supplied products for the moment though still listing Contrado items… I wonder how difficult it is for Contrado to make ’ your order has shipped’ messages (without Contrado as supplier) get sent to the customer and not store admin? I did a lot of research at the time about 3rd party apps which can use Royal Mail tracking info and not show source supplier which I may have to revisit.

[EsBoutique]

Hmm, crazy. I have asked support, so I’ll let you know if there is any further developments when I receive a reply.

I’ll take a look at 3rd party apps too …

Thanks for replying!

[hello2023]

Thanks - I should have said to do with 3rd party apps, that was just so I had a method to share a tracking link with the customer manually without it showing as Contrado as the supplier as would happen if I shared it on the Royal Mail website (at least when I last looked). I would pay a £ a month for an app that sent my customers buying a Contrado product the shipping notification and tracking link. I remember Contrado support saying (I also I think?) that they hadn’t heard of this issue before…

[meetmitulrathod]

Hello @hello2023 , @EsBoutique and @All others,

First of all, I am really sorry to know the problem you all have been facing so far which is not too big problem honestly.

I am Mitul Rathod, Engineering Manager and leading Dropship department here at Contrado.

Let me come to the point:

The reason direct email to your end customers not sent so far is because of following reasons: Reason-1: Most Dropshippers with us do not want to divulge Contrado’s identity before their customers hence, prefer white labelling. Also, they strictly cross check to not contact end customers which we respect and do not do.

Reason-2: Shopify already does that job on our behalf.

How it works is: Once order placed at Shopify, it already sends order confirmation, invoice emails to the end customers. Later, when order is despatched by Contrado, we do send fulfilment updates to Shopify and accordingly, depending upon Store admin’s notification settings, Shopify does send email to end customers already.

Have you checked your settings - is right there?

Go to Settings>>>Notification section and check as per below; have those true, Shopify takes care of sending notification to the end customers already.

Reason-3: For those DS, set above true and even we send then its redundant updates to Customers.

Reason-4: Under Shopify API License and Terms of Use, point-6.2.6 - Merchant Agreement, Privacy and Data Security, it is clearly mentioned below.

Shopify API License and Terms of Use

I hope this answers your question/query or worry so far. Should you have any further query, reach out to our customer support and ask to connect me, please.

Best regards,

Mitul Rathod

Dropshipping Team, Contrado

[hello2023]

Thanks Mitul for following up. I have the settings as you describe, all I am looking for is the service like I get from Printful orders: Customer receives shipment notification and order is marked as complete. I haven’t been promoting Contrado products because it requires me to manually email the customer that shipment has occurred and send them the link. Why can’t Contrado do the same as Printful who presumably comply with Shopify conditions?

[hello2023]

Just to add: The shipment notifications triggered by Printful do not identify themselves, it comes from my shop. Also I didn’t explain, Contrado orders still show ‘In Progress’ even after product is delivered. If I am out of date with my info I apologise but this was my previous experience.

[Rick_S9]

If order confirmation emails are reaching customers correctly but shipment emails are only being sent to the store admin, the issue is likely with the Contrado integration, not Shopify.

I’d recommend checking the Contrado app’s notification settings and confirming whether it creates fulfillments using the customer’s email. Since Printful works as expected, that points to Contrado’s fulfillment workflow rather than your store settings.

[hello2023]

These seem to be the only Contrado app settings I can change.