Hi, I have a customer claiming that the wrong tracking number and courier company was sent to them (and they they haven’t revived their goods even though the courier company says they have), but I have no way of actually viewing the email that was sent to him. I can see the actions on the order timeline (when the order was placed, shipping details sent and fulfilled) but I can’t see the actual email that was sent by Shopify to the customer with the courier and tracking info that I input. Where do I see these sent emails?
The email notifications sent to the customer will have pulled data from the order, so everything you see in the order’s Timeline is accurate. These emails are created using the templates found under Settings > Notifications, though the messages created are not stored in the admin.
You can ask the customer to either forward you the email they received with the tracking number and courier information, or email you a screenshot of the information. In the meantime, I am happy to submit a feature request on your behalf to have access to the messages sent to customers.
Hey! I just wanted to check in and see whether you were able to resolve this with your customer. How did it go?
I had a chat about this scenario with my team, and they suggested an app like Tracktor Order Tracking to help reduce misunderstandings or miscommunications with tracking and delivery information. Apps like this one allow the customer to enter their order number on your store and view the order status and estimated delivery, which means they can find the details connected to their order on their own. If you get a lot of inquiries regarding order status and delivery, something like this might provide clarity and save you time.