Hi!
I’d like to ask a question about turning off the automatic “your order has been shipped” e-mail. Right now, whenever my clients place an order and pay for it, they get an order confirmation e-mail but at the same time also “your order has been shipped” e-mail, which is of course a complete nonsense since I need some time to prepare and actually ship the order and I feel like getting the “shipping” e-mail right away may cause a lot of confusion to my clients.
How do I set up my account so that the clients only get the order confirmation e-mail when they place the order and receive the “shipping” update only after I actually hand the package over to the parcel delivery company?
Thanks a lot in advance for your reply!
Katerina
Hey @kubisovakat
Welcome to the Community Forums!
I can understand how receiving a Shipping Confirmation email right after receiving an Order Confirmation email would be confusing for the customer!
Can you confirm if you are using any third party apps or integrations that are linked to your order fulfilment or shipping process?
When a customer places an order, they will automatically receive an Order Confirmation email. Usually the Shipping Confirmation email would then get sent when the order has been fulfilled (if you select this notification).
What I think might be happening here is that orders are getting automatically fulfilled after the customer places them, which is causing the Shipping Confirmation emails to get sent automatically. You can check this in the Settings > Checkout section of your admin. Head to the Order Processing section and check to see which option is selected.
Automatically Fulfil Orders would generally only be used if you are selling digital downloads or if you’re using a fulfilment service (this is why I asked earlier if you are using any third party integrations). Since you need time to prepare and ship the order, then perhaps Manually Fulfil Orders would be a more suitable option? If you wish to use the Automatic setting, then you should see an option there which says Notify customers of their shipment via email - deselect this to turn off the automatic Shipping Confirmation emails.
We have some helpful information here which explains this in more detail.
Hi @Rick_14 , yes, there is a third-party app connected to the order processing in my store (it’s Packeta a local delivery company) in order to have a pop up window appear with pick-up points selection after customers pay for the order.
Do I understand it correctly that if I have this app connected to my store, I have to work with automatic fulfillment of the orders? If so, it’s a bit unfortunate… 
Hi again @kubisovakat
Thanks for getting back to confirm you are using a third party app for your order processing.
It’s definitely possible that the app requires the automatic fulfillment setting, so I would be reluctant to change it before speaking to the app developers. They would be best suited to answer specific questions about how their app integrates with your store. Did you install the app from the Shopify App store? If so, you can navigate to the Support tab on the app page to find their contact options.
You may be able to still use the automatic fulfilment setting, while turning off the notifications by un-checking the Notify customers of their shipment box in your checkout settings as explained above. It’s definitely worth double checking this with the app devs first though, just to make sure it won’t interfere with your order fulfilment process.
Check out our help docs here which explain fulfillment integration methods in more detail! There’s two major differences between them - ones that sync with your admin, and others that rely on emails. Speaking to the app developers will be the next best step here, just to make sure you have everything set up correctly.
