Setting up Order Confirmation and Shipment Status Emails

The Store Manager provides an option to send out both an Order Confirmation email and an Order Shipment Status email to your customers.

  • Order Confirmation email: sent to buyers automatically (when enabled) when a buyer supplies an email address and requests an email confirmation of the order (see figure 1).
  • Order Shipment Status email: sent to buyers each time shipment status updated (in Order Manager or by other means such as UPS WorldShip Status import) for merchants that have configured this option. 

Enabling the Order Confirmation Email 

Your customers will have the option of receiving an order confirmation email if you enter an email address in the Order Confirmation Email Reply Address field on the Shipment Status page. You can enter the text for the email in the Confirmation Email to Customer field on the same page.

Figure 1: Sample Billing page showing order confirmation email request checkbox. Buyers that opt to receive an order confirmation by email will receive an email when this feature is set up by the merchant.

 

To enable Order Confirmation emails:

  1. From the Store Manager, click the Order and Shipment Status link.
  2. Enter a valid email address in the Order Confirmation Email field (see figure 2). This is required in order to send an email. You may wish to use an email address which is used to handle order inquires as buyers may reply to the email if they have questions.
  3. Enter a valid email in the Bounced Message Email field.
  4. Customize the text (no HTML allowed) in the Order Confirmation Email field (optional). You can click the Preview Email to see what the email message to customers will look like.
  5. Click Update when ready.
  6. Publish your order settings when ready.

Figure 2: Shipment Status page where merchants can set up to send Order Confirmation and Shipment Status emails automatically to buyers. 

 

Enabling the Order Shipment Status Email 

Merchants have the option to send shipment status emails automatically when the shipment status is updated. This is typically done on the individual order review page but there are other methods of accomplishing this as well. Updating the order status is a great way to set expectations with your customers and reduce customer service calls related to "Where is My Order?" questions.

To enable Order Shipment Status emails:

  1. From the Store Manager, click the "Order and Shipment Status" link.
  2. Select the Use Shipment Tracking feature checkbox.
  3. Enter a valid email in the Order Confirmation Email field. This is required in order to send an email. You may wish to use an email address used to handle order inquires as buyers may reply to the email if they have questions.
  4. Enter a valid email in the Bounced Message Email field.
  5. Customize the text (no HTML allowed) in the Status Update Email field (optional). You can click the "Preview Email" to see what the email message to customers will look like.
  6. If you ship orders using carriers other than UPS, FedEx, USPS, and DHL, add the additional carriers in the Additional Shipping Carriers field.
  7. Click "Update" when ready.
  8. Publish your order settings when ready.

To update the shipment status:

  1. From the Store Manager, click the "Orders" link.
  2. View the order for which you wish to update the shipment status.
  3. Update the Tracking drop-downs as needed (see figure 3):
    • Tracking Information: Set the drop-down as appropriate. For example, if you receive an order for an in-stock item and you have processed the order and will ship within a day, you would select "Will ship within 24 hours". If you have already shipped the product, you would select "shipped" and also use the next fields to provide tracking information.
    • Shipper: Set the drop-down to the shipping carrier used.
    • Tracking #: Enter a tracking number (if applicable) so buyers can track their order with the carrier. Providing the tracking number can greatly reduce the number of service calls/emails you receive so it is highly recommended.
  4. Click "Update" when finished.

Figure 3: The individual Order Review showing the shipment status drop-down menu.

 

Note: Merchants can also take advantage of a few features to automate much of the shipment status process:

  • Merchants can register to use our integrated UPS functionality to process shipments and buyers will automatically be notified of the shipment status and your Order Confirmation page will automatically be updated with the tracking number from UPS, so buyers can get tracking information.
  • Merchants can also use the Import Tracking Number feature to automatically update the shipment status of orders to shipped. Learn more.
  • Advanced merchants can set up automatic tracking status updates if the software they use to process shipments can send an XML-formatted email. Learn more.

 

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