Set up email notifications

Overview

• You have the option to send emails at six stages of the delivery process.
• This article outlines how to set up email notifications to your customers.

Table of Contents

• Classic notification template
• Choose your notification template
• Choose when to send delivery updates
• Edit classic template
• Duplicate email notifications
• Multi-tracking support
• Troubleshooting

Classic notification template

You can create your email notifications using either our classic HTML editor with the option of adding preset variables like the tracking URL, company name and more.

Choose your notification template

Before you can customise your notifications, you need to select which template you’d like to use:

1. In eShip, navigate to Settings > Tracking & notifications.
2. For each delivery stage, select which options you would like to enable
   1. If all options remain unticked, no notification will be sent for this delivery stage
   2. You can select to either send the new email template or the classic email template.
3. Click Save.

Choose when to send delivery updates

eShip can manage an email template for each different delivery status and will trigger an email only for the checked status. For example, you can choose to send an email or SMS when an order label is printed to when the order is delivered.

• Enable the checkbox for the stages of delivery you want to notify a customer.

Edit classic template

1. Select the blue hyperlinked Classic email template to update that notifications template
2. From the editor, you can modify the email template as required.

Use the eShip variable

Use eShip variables to personalise your email and include information about the order. eShip variables can be included in the subject field and in an HTML tag.

<a href=%TrackingURL%>Track %OurRef% Online</a>

Variables

• Recipient name: Name of your customer
• OurRef: Sender's reference (e.g. sales order number)
• TheirRef: Receiver's reference (e.g. purchase order number)
• Courier Name: The courier used to ship the parcel.
• Tracking Number: Tracking number associated with the parcel
• Tracking URL: Tracking URL associated with the parcel
• Company Name: Your company name
• Telephone: Your contact number

  Note

The Tracking Number and Tracking URL is optional as the email notification automatically includes the tracking information.

Add an image to the email

1. From the email editor, select Upload Image.
2. Click Upload.
3. Select an image from your computer
4. Click Upload from the dialogue box.
5. Select the image on the middle part of the screen
6. Click Insert.

The sender email

If you would like to specify a specific email that your outbound notifications go from, you can go to:

1. Settings > Customer Notifications > Email Template.
2. Enter the email in the From field.

Duplicate email notifications

Many eCommerce platforms (including Shopify and Magento) include notification options that email customers when the status of their order has been updated. If you have opted to write-back the status to your eCommerce platform, you may need to consider whether your customers are receiving duplicate notifications. You can then enable/disable notifications, as required.

Multi-tracking support

You can display multiple packages with different tracking details within the same order and in a single notification.

This feature is useful for situations like the following:

For example, let's say your customer places an order for multiple items. Due to inventory location differences or various shipping methods, the order needs to be split into several packages, each with its unique tracking details.

With this functionality, the customer receives a single tracking notification containing every package, with different tracking details, instead of multiple emails.

How to activate this feature:

1. Log in to your eShip account.
2. Navigate to Settings > Tracking and notifications.
3. Scroll down to the Customer notification templates section.
4. Select both options:
   • Send customer notifications per shipment, rather than per parcel.
   • Combine multiple packages with different tracking details within an order into one notification.
5. Click Save.

 Note

When multiple tracking numbers are shown, they will be listed consecutively. We recommend reviewing and testing each template for formatting issues.

Multi-tracking support

You can display multiple packages with different tracking details within the same order and in a single notification.

This feature is useful for situations like the following:

For example, let's say your customer places an order for multiple items. Due to inventory location differences or various shipping methods, the order needs to be split into several packages, each with its unique tracking details.

With this functionality, the customer receives a single tracking notification containing every package, with different tracking details, instead of multiple emails.

How to activate this feature:

1. Log in to your eShip account.
2. Navigate to Settings > Tracking and notifications.
3. Scroll down to the Customer notification templates section.
4. Select both options:
   • Send customer notifications per shipment, rather than per parcel.
   • Combine multiple packages with different tracking details within an order into one notification.
5. Click Save.

 Note

When multiple tracking numbers are shown, they will be listed consecutively. We recommend reviewing and testing each template for formatting issues.

Troubleshooting

Notifications are going straight to the customer's junk or being flagged as spam.

Run through the below steps:

1. Check if the From field has been entered in the customer notification template.
2. If it has, you can then check the domain in https://mxtoolbox.com/spf.aspx and see if the SPF record exists.
3. If SPF record exists, then check if "sendgrid.net" is included in the SPF record, if it is not, then it appears that your domain has got SPF record configured.
4. You will need to include "sendgrid.net" in the TXT DNS record to avoid the email notification being marked as spam or getting bounced by the recipient's mail server.
   
   Read our support article for more information on SPF for email notifications.