No doubt you'll want any correspondence between you and your customers to be sent to/from your company email address, or an email address of your own choosing. Here's how:

  1. From the Dashboard, choose Settings from the sidebar.

  2. Choose Tracking Notifications from the header bar.

  3. In Tracking Email Settings, click Edit.

  4. Enter your From Name, and From Email address, then click Update.

  5. Back in Tracking Email Settings, click Verify. You'll see a Verify Domain pop-up and a number of CNAME records. Copy these records.

  6. Next, open your email domain provider (eg GoDaddy, Crazy Domains, etc) and paste the copied CNAME records here. Save and close.

  7. Back in the Verify Domain pop-up, click Verify.

All correspondence will now be sent from your chosen name and email address.

Understanding shipping statuses

Dispatched shipments will have one of the following statuses, each of which can trigger its own tracking notification to keep your customers in the loop about their orders:

Tracking status

Description

Pending

Pending shipments have just been dispatched and are awaiting action.

Exception

Exception shipments have been held by the courier due to missing information.

In Transit

Shipments In Transit have been picked up by the courier and are now on their way to the receiver.

Awaiting Collection

This means shipments are waiting to be collected by the receiver from a local post office, secure locker, or other nominated location.

Delivered

This means shipments have been successfully delivered to the receiver.

Returned

Returned shipments have been completely returned to the sender.

Lost

Lost shipments have been lost by the courier.

With this in mind, let's look at how to set up default tracking notifications (emails) for each of these statuses so your customers will be informed at every step of their order's delivery progress.

Setting up tracking email notifications for different shipping statuses

  1. From the Dashboard, choose Settings from the sidebar.

  2. Choose Tracking Notifications from the header bar.

  3. Under Tracking Email Settings, click on the status you wish to create a tracking notification for.

  4. To the template below, add all the content, including Titles, Subject, and email body.

  5. Add appropriate tags to the email footer.

  6. You can even choose a colour scheme to compliment your brand.

  7. Once you've previewed, and tested it, you can Save the template.

  8. Follow the above steps for each shipping status.

These notifications will then be sent by email automatically to customers when the shipping events occur.

Customizable email templates,

Did you know, we provide fully customizable email templates, complete with your own HTML/CSS styling? If you require this feature, please ask us to enable it for you.

Before using this function, you must first prepare your HTML/CSS and use Borderless360 tags when editing.

Please note: if your template receive an error when you click "Preview" or "Send test email", it is most likely caused by using tags from another system, such as Shopify. Please review the template code and try again. Feel free to reach out to our tech team if you need help.

Setting up notifications for Advance Shipping Notices (ASNs) and customer returns orders

You'll see that you can also set up email notifies to keep your 3PLs and customers in the loop during ASNs and customer returns, respectively.

ASN notifications

ASN notifications are sent to the receiver (your 3PL). Therefore, it's always useful to include some information about what they'll receive. You can do this by using the {order items} tag.

Customer returns notifications

You may wish to receive notifications yourself when customers post their returns and they start being tracked. To do this, set up an In-Transit notification and add your email address to CC or BCC.

Understanding Tracking Email Notifications

Tracking Email Notifications can be sent to either the Sender, Receiver or both. In a Return Order case, the sender is the end customer and the receiver is the 3PL facility. Additionally, if an order is being delivered to an end customer, 3PL facility is the sender and the receiver is your customer.

Check the box Send to receiver or Send to sender when selecting the email notifications you require.

Using Tracking Email Notifications all parties can be kept in the loop:

Use Case

Description

Outbound - Awaiting Collection - Receiver

The item has been delivered and awaits collection by the receiver. This tracking status is especially useful for Australia Post orders, as they use it to let customers know if their item is ready for collection at the post office.

Exception for both Sender and Receiver

Requires action by you or the end customer. This notification is perhaps the most important as the order will most likely not be delivered without action.

Outbound Order is Returned to Sender

In this case an email notification should be sent to both the Sender and the Receiver. When an order is delayed, the end customer needs to be notified. By adding yourself as Cc or Bcc, you are able to act quickly and move forward with a replacement order if needed.

Return Order is Pending

Applies to both the Sender and Receiver

a. Receiver: To be notified immediately of a return order, we suggest adding your email to the Cc or Bcc fields.

b. Sender: Used for Returns tracking. This is a notification that the end customer will receive the shipping label via email.

Return or ASN order is In Transit - Receiver

Once the return order receives the first scan from the courier, we recommend sending an email to the 3PL facility to notify them of the return. You can also provide instructions on how to handle the Returns.

ASN or Return Order is Delivered

If the Sender would like to follow up on the reimbursement of the return order or on the reconciliation of the ASN, this tracking notification is recommended.

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