Summary: Carrier tracking emails only go out when the profile has Use Carrier Notifications turned on. Check a processed shipment in Shipment History (Use carrier emails should read Yes); if it is off, turn it on for the profile.

Problem

Your recipients are not getting carrier tracking emails, and you want to confirm whether the emails are being sent and how to set them up.

Cause

Carrier notifications are sent only when the profile is set to use them. If Use Carrier Notifications is off on the profile, processed shipments go out with carrier emails off and recipients get nothing. The setting can also be lost if a later profile change overwrites it.

Fix

  1. Open a recently processed shipment in Shipment History and check its email settings. Use carrier emails should read Yes.
  2. If it reads No, open the profile and turn on Use Carrier Notifications.
  3. Save and publish the profile change.
  4. Process a new shipment and confirm in Shipment History that Use carrier emails now reads Yes.
  5. Spot-check a few shipments over the next day to confirm the setting stays on.

Set up Carrier Provided (Email) Notifications

  1. On the Ship page, open the Shipment Options tab and check Use Carrier Provided Notifications.
  2. Pick the Notification Event(s) to send on (for example Ship, Exception, Delivery).
  3. Enter the from address and the recipient address. The recipient can be mapped from your order data.

Good to know: the carrier sends these emails when tracking events happen (pickup, in transit, out for delivery, delivery, and delivery exception), so a recipient may get several updates. The sender (from) name the carrier shows on its own tracking emails, for example USPS tracking and Informed Delivery, is set by the carrier and cannot be changed, rebranded, or white-labeled. You control only the recipient address.

What you should see

New shipments show Use carrier emails set to Yes in Shipment History, and recipients receive the carrier tracking notifications.

If something goes wrong

You turned on Carrier Provided Notifications but no emails send. Turning it on in the interface (or with a business rule) does not always trigger the carrier emails. Email support@shipstore.com and we can set the from and to addresses and the events on the back end so the carrier sends them automatically. Include your company name.

Related articles

  • How To: Use Carrier Email Notifications