How to modify or disable the shipping confirmation notification that says "Your order is on the way"
If your customers receive an email that says "Your order is on the way" and you're not sure where it's coming from, it's almost always Shopify's Shipping confirmation notification.
Shopify sends this email when an order is fulfilled and the fulfillment is created with customer notifications turned on. EasyRoutes can be configured to fulfill your orders for you as you work through a route, so your EasyRoutes settings decide whether Shopify sends it.
In this article:
- When EasyRoutes triggers the Shipping confirmation
- Which Shopify notifications are sent at each step
- Other places the message can come from
- Options: How to reword it, turn it off, or replace it
When EasyRoutes triggers the Shipping confirmation
It depends on which notifications you've chosen in your EasyRoutes Settings > Customer Notifications tab:
- If you use EasyRoutes' brandable email notifications: EasyRoutes never asks Shopify to send the Shipping confirmation. If your customers still receive it, the order was most likely fulfilled outside of EasyRoutes. See Other places the message can come from below.
- If you use Shopify's built-in notifications: the Shipping confirmation is sent the first time EasyRoutes fulfills the order. This is usually when you click Mark as ready or Mark all as ready on a route. Exactly when depends on your tracking link setting:
| Your settings | When the Shipping confirmation is sent |
|---|---|
|
Tracking link on (default) Settings > Automations > "When fulfilling orders with EasyRoutes, add a tracking link on these orders in Shopify" |
Every time EasyRoutes fulfills an order, whichever action fulfills it first. That's normally Mark as ready. If you skip that step, it's sent when the driver starts the route or when the stop is marked as delivered or attempted. |
|
Tracking link off, and "Shipping Confirmation" notification checked Settings > Customer Notifications > Shopify notifications |
Only when an order is fulfilled with Mark as ready or Mark all as ready. |
| Tracking link off, and "Shipping Confirmation" notification unchecked | Never sent by EasyRoutes. |
Note: Shopify doesn't send the Shipping confirmation for Local Delivery or Local Pickup orders. Local Delivery orders get Shopify's Local delivery notifications. Local Pickup orders on a route get the Shipping Out for delivery and Delivered notifications.
Which Shopify notifications are sent at each step
When you use Shopify's built-in notifications, EasyRoutes updates the order's fulfillment as your route progresses, and Shopify sends the matching notification. In the table below, "Shipped with a shipping rate" includes custom and flat rates and draft orders (i.e. any order that wasn't placed with Shopify Local Delivery):
| EasyRoutes action | Orders shipped with a shipping rate | Shopify Local Delivery orders |
|---|---|---|
| Mark as ready (fulfills the order) | Shipping confirmation: "Your order is on the way" | None (also not sent for Local Pickup orders) |
| Start delivery route, or mark a stop In progress | Out for delivery | Order out for local delivery |
| Mark as delivered / completed | Delivered | Order locally delivered |
| Mark as attempted | None (Shopify has no missed delivery template for shipping) | Order missed local delivery |
Apart from the Shipping confirmation, each of these is only sent if it's turned on (toggles highlighted below) in your Shopify Settings > Notifications tab > Customer notifications section:
- Shipping updated panel: Out for delivery, Delivered
- Local delivery panel: Order out for local delivery, Order locally delivered, Order missed local delivery
Learn more in Shopify's Help Centre:
Other places the message can come from
If the timing doesn't match what's described above, check where else the order is being fulfilled or tracked:
- Fulfilling orders in your Shopify admin: When you fulfill an order in Shopify, the Send shipment details to your customer now box is checked by default, which sends the Shipping confirmation. Uncheck it if you don't want the email sent (more info available in the Shopify Help Centre).
- Automatic fulfillment or other apps: Make sure your Shopify checkout settings aren't fulfilling orders automatically, and that no other fulfillment app is fulfilling them first.
- Adding tracking links to orders fulfilled outside EasyRoutes: If you've enabled Add a tracking link to orders fulfilled outside of EasyRoutes that don't have tracking links yet (EasyRoutes Settings > Automations tab), Shopify sends a Shipping update email when EasyRoutes adds the tracking link.
- The Shop app: Customers who use the Shop app get tracking updates from Shopify there. Merchants can't turn these off or edit them; customers can turn them off in their Shop app settings.
- SMS: If a customer checked out with a phone number instead of an email address, Shopify sends the SMS version of these notifications, which cannot be edited (more info available in the Shopify Help Centre.
To see exactly what was sent and when, open any route in EasyRoutes, and use the View Notification History feature on any stop. You can also check any order's timeline directly in the Shopify Admin, which may list any additional third-party apps or services triggering notification events.
Option 1: Keep the email, but change the wording
If you want customers to keep receiving their tracking link but "on the way" isn't accurate for you (for example, you mark routes as ready the day before delivery), edit the template in Shopify:
- From your Shopify admin, go to Settings > Notifications > Customer notifications.
- Click Shipping confirmation.
-
Click Edit code, and update the heading and message text. For example: "Your order is scheduled for delivery. Track your delivery to see your estimated arrival time."
The template has separate wording for orders where only some items are fulfilled ("Some items in your order are on the way"), so update those lines too.
- Keep the section that displays the tracking number and link (
fulfillment.tracking_url). This is where your EasyRoutes tracking link appears. - Click Save.
See Shopify's guide to customizing specific email templates for more details.
Option 2: Stop EasyRoutes from triggering the Shipping confirmation
Available on the EasyRoutes Lite and Standard plans. On Premium and above, use Option 1 or 3. If you use Shopify's built-in notifications and don't want this email sent at all:
- From your EasyRoutes Settings > Customer Notifications tab, access the Tracking link section.
- Uncheck Include a tracking link when creating fulfillments (if your current pricing plan doesn't include tracking links, skip this step):
- In the Additional settings section below, uncheck "Shipping Confirmation" notification. This checkbox stays greyed out until the tracking link setting in step 2 is turned off:
- Save your settings.
Before you turn off tracking links: EasyRoutes will no longer add your tracking link to Shopify orders. Customers won't see it on their order status page, in their customer account, in the Shop app or Shopify Inbox, or in any Shopify email, including Out for delivery and Delivered. If you want customers to keep their tracking link, use Option 1 or Option 3 instead.
Option 3: Use EasyRoutes notifications instead
With EasyRoutes email and SMS notifications, you write the message for every step yourself, and EasyRoutes stops triggering Shopify's Shipping confirmation, Out for delivery and Delivered emails. Your tracking link is still added to Shopify orders and included in every EasyRoutes notification.
- Access your EasyRoutes Settings > Customer Notifications tab, and select Use EasyRoutes brandable and customizable emails.
- Turn on the notifications you want to use. For example, use Ready for Delivery in place of the Shipping confirmation, with your own wording.
- If you use Shopify Local Delivery, turn off the three Local delivery notifications in your Shopify notification settings so customers don't receive both.
EasyRoutes notifications also let you choose when orders are fulfilled in Shopify - access from your EasyRoutes Settings > Automations tab, within the Fulfillment options section. For example, you can fulfill orders only once they're delivered.