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:
- From the Dashboard, choose Settings from the sidebar.
- Choose Tracking Notifications from the header bar.
This is the Tracking Notifications page within your app, designed to customize and send email notifications to your team and your customers based on different order statuses. Here’s how to use it:
Set Contact Details
In the Contact Details section, you can specify the From Name and From Email that will appear in the notifications.
- Click Edit next to your email address.
- Enter your desired From Name and From Email address, then click Update.
- You should verify the email by clicking the Verify button.
- A pop-up will appear with a list of CNAME records.
- Open your email domain provider (e.g., GoDaddy, Crazy Domains), and paste the copied CNAME records in your DNS settings.
- Save the changes and return to the Verify Domain pop-up, then click Verify Now.
Once verified, all tracking notifications will be sent from your chosen email address.
Setting up Tracking Email Notifications
In Tracking Email Settings, there are three Order Types you are able to customize notification settings for:
- Outbound (for shipping notifications).
- Return (for returns).
- ASN (Advanced Shipping Notice, if applicable).
Next, Select the Status you want to create a notification for.
Shipments will have one of the following statuses, which can trigger tracking notifications to keep customers informed of their order:
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. |
- Add CC/BCC:
- You have the option to add Cc or Bcc addresses for the email notifications, so that others in the organization can be copied on or receive a blind copy of the notifications.
- Customize the Email Content:
- In the Subject, Company Title, Subtitle, and Main Text fields, you can add custom messaging for the email that will be sent.
- You can also check the box to use your Personalized Tracking Page URL within the email.
- Use Custom Templates:
- If you want to design your own email template, you can check the Use Custom Template box and set up a tailored look for your notification emails. For more information, see Custom Email Templates below.
- Theme Color & Footer:
- You can select a Theme Color to match your branding.
- The Email Footer field allows you to include additional information like legal disclaimers or company contact details.
- Testing & Previewing:
- You can Send Test Email to preview how the email will look. This is a great way to ensure that everything looks correct before it goes out to customers.
- You can also click Preview to see how the email will render without actually sending it.
6. Send to Receiver or Sender:
- At the bottom, there are options to send the email both to the receiver (the client’s customer) and/or to the sender (likely your client). This ensures that the sender stays informed about the notifications.
7. Save Configuration:
- Once all the details have been filled out, click Save to apply your settings and enable notifications for your client’s shipments.
Repeat this process for each status you want to trigger email notifications for. Your customers will then automatically receive updates as their order moves through different shipping stages.
Custom Email Templates
If you choose to use the fully customizable email templates, complete with your own HTML/CSS styling, you must first prepare your HTML/CSS and use Borderless360 tags when editing.
Please note: if your template receives 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
Send to Receiver/Sender
You'll see that you can also set up email notifications 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.
Check the box Send to receiver or Send to sender when selecting the email notifications you require.
Use Cases for Tracking Notifications
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. |