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Customer shipment emails
Navexa can email your customers when their parcel ships, is out for delivery, is delivered, or runs into a delivery problem. It works for orders from Medusa, TikTok Shop and orders created in Navexa, and for Shopify orders if you choose.
The emails are off until you turn them on.
Turn them on
- In Navexa, open Settings (owners and admins).
- Under Customer notifications, check Email customers about their shipments.
- Uncheck any email you don't want. All four are on by default once the feature is on.
Every change is recorded with who made it.
What your customers get
| Sent when | |
|---|---|
| Shipped | The carrier scans the parcel for the first time. Not when you buy the label, so a label you void before pickup never emails anyone |
| Out for delivery | The carrier has it out for delivery |
| Delivered | The carrier marks it delivered |
| Delivery problem | The carrier couldn't deliver it, or is returning it to you |
- Each email goes once per parcel, however often the carrier repeats a status.
- A box that ships several orders together emails the customer once and names every order in it.
- The email comes from "your store name via Navexa", shows your store's name at the top, and links your tracking page when it's on, or the carrier's tracking page when it's off. Replies go to Navexa support.
- An order without a customer email address is skipped. So is a carrier scan that reaches Navexa more than three days late: it is no longer news.
Use Preview to see each email as your customers will, and Send a test to me to get one in your own inbox.
Shopify orders
Shopify already emails its buyers when an order ships, so Shopify orders stay off even after you turn customer emails on. Check Also email customers of Shopify orders only if you turned Shopify's own shipping emails off; otherwise your customers get both.
See what was sent
On an order's page, Customer emails lists each email for its parcels: Sent, Queued, Failed, or Not sent with the reason.
When many parcels are scanned at once, the emails go out one at a time, so some may show Queued for a few minutes. If the email service is busy, Navexa tries again for about an hour, and the customer still gets the email only once. An email that still doesn't go through shows Failed.
Stall alerts
Separately, check Email owners and admins when a parcel stalls or looks lost to hear about parcels that are past their delivery estimate and haven't been scanned for days. When a parcel first moves to Stalled or Likely lost under Shipping, owners and admins get an email listing it. Each parcel is listed once per stage. The thresholds are the stalled-shipment settings under Shipping controls.
Your own email tool instead
If you send shipping emails from your own tool (Klaviyo, Postscript, a helpdesk), subscribe a webhook to shipment.shipped, shipment.out_for_delivery, shipment.delivered and shipment.exception. They fire on exactly the same milestones as these emails, whether or not the emails are on.