Replace Other in shipping email and order status page

Ask & Offer

Topic summary

A merchant is experiencing issues with Shopify’s shipping notification system when using carriers not in Shopify’s default list.

When selecting “Other” as the shipping option, this generic label appears in both:

  • The “Shipment is On Its Way” email
  • The order status page

The problem: Customers don’t recognize that the tracking number next to “Other” is clickable, leading to confusion and support calls requesting tracking information that’s already provided.

The merchant is seeking a solution to replace or customize the “Other” label with more descriptive text to improve clarity for customers.

Summarized with AI on October 24. AI used: claude-sonnet-4-5-20250929.
1

when using a shipping option not in Shopify’s list of shippers you are forced to choose “other”. this shows up in the Shipment is On It’s Way email and order status page as “other” with the numbers next to it.

is there a way to replace the word “other” to something else? it just isn’t clear in the email or order status page that the numbers next to the word “other” is a link to track the item. we have gotten phone calls asking for the tracking due to this even though the customer is looking at the email

thanks!