I am not a developer. Is there an easy way to send a custom message to my customers to inform them of an extended delay in delivery? I tried to use the Shopify email template but it will only send to subscribers.
When I start from the customers page it adds everyone who signed up for the site even if they haven’t ordered anything (which I’m not sure how they qualify as a customers?)
If I click on each customer individually to send a message --which is a hassle but fine— the email would have to be customized before I tag it to send. So how do I customize the message without knowing HTML, liquid, etc…
I simply want to send a custom message to the people who ordered but I do not know how to modify the liquid tags. I’m assuming Shopify just wants me to export the list to some other email newsletter platform. Again I can’t imagine that’s the case but I’ve been trying to figure this out for a few hours.
Please help.
Hi @ktaylor-2
I stumbled across this article about contacting a customer about an order on Shopify. Try to follow the guide, maybe it could help you!
@jasonavada Thank you. I think this is probably the route I will take. I’m still completely surprised that I send a custom email to a group of ‘actual’ customers.
@ktaylor-2 Sure buddy! You are welcome. If my guide helped you, kindly accept it as a solution. Thanks a lot!
It appears the suggested approach allows for only writing an email to each customer. The problem, the email has no fields, and the liquid templates are so complicated. I want to simply send an order status update. We had some delays and I want to communicate to open order customers the expected delivery date. I also want the email to automatically populate the order number and what they ordered. It’s absolutely mindblowing that we can’t filter the orders, and then have a list of stock emails we can send them.
Hi there,
You can definitely send a custom message to your customers without HTML or Liquid knowledge. Here’s a simple workaround:
- Export your customer list.
- Open the CSV file with a spreadsheet program (like Excel or Google Sheets).
- Create a new column for “Custom Message.”
- Add your message for each customer in this column.
- Save the file.
Now, you have a customized list with your message. You can use this CSV to send personalized emails through other email marketing platforms or tools.
Hope this helps!
This response provides a practical solution for the user’s problem without requiring technical knowledge of HTML or Liquid, which aligns with their request for an easy way to send custom messages to customers with extended delivery delays.
For the message itself, I would keep it transactional and specific rather than apologizing too much.
A simple structure works well:
- acknowledge the delay
- say which orders are affected
- give the new expected shipping window
- tell the customer what happens next
Example:
“Hi {{ customer.first_name }}, thanks for your patience. Your order is still in progress, but shipping is delayed due to [reason]. We now expect it to ship between [date] and [date]. You will receive tracking automatically as soon as it leaves our warehouse. If that timing no longer works for you, reply to this email and we can help with the next step.”
For a batch send, I would first filter/tag the affected open orders, then send only to that segment so people without active orders do not receive the delay notice.
Customers usually handle delays much better when the order still feels alive.
The difficult part is when tracking stops updating for days and there’s no communication, because that’s when people start wondering whether the order is stuck, forgotten, or lost.
Even a small update often helps more than merchants expect.