Troubleshooting Customer Notifications and Tracking Links

Shopify Notifications

Currently, if you are using Shopify notifications, we attempt to send a notification using your Shopify Notification templates for the following events - these events are mapped to states that are a part of a fulfilled order. EasyRoutes currently will attempt to fulfill your order for accessing these notifications.

*For SMS notifications, here's the Shopify Help Centre article on the topic.

EasyRoutes Notifications

EasyRoutes notifications are sent for the following events:

• Ready for Delivery - Sent manually using a button on route page or optionally sent when the "Mark as Ready" button is clicked 
• Out for Delivery - Sent when your driver starts the delivery route
• Delivered - Sent when an order is marked as Delivered
• Missed Delivery - Sent when an order is marked as Attempted
• Driver is 3 Stops Away - Sent when a driver is three stops away*

Read more about Customer Notifications for details on this topic.

Tracking Links

EasyRoutes provides a Customer Tracking Link when we create a fulfillment on your order. Learn more about fulfillments.

My customers are reporting they did not see a notification

You can confirm whether or not a notification was sent to a customer using our Notification History feature. If you notice a "successful event" in your notification history, it usually means the email or SMS was delivered successfully.

Troubleshooting Steps - EasyRoutes Notifications

• Review the order's Notification History in EasyRoutes.
• Review your EasyRoutes Settings (e.g. Settings -> Notifications) and ensure that the desired events are enabled (e.g. Delivered, Out for Delivery)
  • Note that added/imported email stops have their own templates and are only enabled with custom notifications on.
• Confirm that you have performed the events that trigger these notifications. Most common scenarios:
  • Ensure that you run "Mark as Ready" in some form to send the "Ready for Delivery" notification
  • If it is a custom stop, ensure that these notifications are enabled
  • If you do not see an "Out for Delivery" notification, Ensure drivers start the delivery route for sending the out for delivery notification — you can enable setting that can help you require your drivers to start their delivery route under Settings -> Driver Settings.

If you are seeing a successful notification event on notification history, then chances are that any delivery issues are related to spam filtering or other email/SMS delivery issues related to your customer. You can attempt to clear this up with your customer.

Troubleshooting Email Notifications that were successfully sent

For EasyRoutes email notifications, we strive for high email deliverability (over 99.9% delivery rate). Less than 0.03% - 0.08% of our messages being marked as spam on a weekly basis. Our emails reach most mainstream inboxes like Gmail and Hotmail. However, individual spam filters for users may differ, leading to rare edge cases.

Regardless, Shopify email notifications where you do see a notification event in the Order Timeline also generally indicates that the email was successfully sent. Shopify support can generally help validate if there are any deliverability issues related to their email service as well.

If your customers or staff aren't receiving email notifications, then tell them to check their spam or junk folder. If the problem persists, ask them to supply an alternate email address using a different email provider.

Troubleshooting SMS Notifications that were successfully sent

For EasyRoutes SMS notifications, a successful delivery event generally means it was successfully delivered both by our messaging provider and we received a successful delivery event from their local carrier network partners.

If your customers aren't receiving SMS notifications, provide the following troubleshooting steps if they are confirming that they did not receive a Delivered SMS:

• Can your customer confirm that they checked their filtered or spam SMS folder(s)?
• Is the customer's destination device powered on?
• Does the device have sufficient signal? If not power the device off, wait 30 seconds, and then power it back up.
• Is the device connected to the home carrier's network? We cannot guarantee message delivery on devices roaming internationally, or off-network.
• Can the device receive non-Twilio SMS at the moment?

For additional support, contact us with order, stop, and route details, along with relevant contact information if the above troubleshooting steps aren't helpful.

It is possible to have false positive delivery reports for international SMS in certain countries, but this is exceedingly rare. Generally, the troubleshooting steps above are the likely causes for your customer's experience. In this scenario, once you've confirmed that this issue still persists after reviewing the troubleshooting steps above with your customer, please contact EasyRoutes support with your specific messages where you are seeing an issue and we will work with our messaging provider to investigate further based on all the information that you provide.

Troubleshooting Steps - Shopify Notifications

If you are checking to see why your customer may not be receiving a Shopify notification, follow these steps to confirm what is happening:

• Review the order's Notification History in EasyRoutes.
• Review your store's Notification Settings and ensure that the desired events are enabled (e.g. Delivered, Out for Delivery)
  • Note that added/imported email stops have their own templates and are only enabled with custom notifications on.
• If you do not see an "Out for Delivery" notification, Ensure drivers start the delivery route for sending the out for delivery notification — you can enable setting that can help you require your drivers to start their delivery route under Settings -> Driver Settings.
• For Shopify Notifications, you can also see what has been sent on the Order Timeline for a sample order to diagnose what was triggered (e.g. EasyRoutes will fulfill an order and mark it as delivered and trigger this notification and this will be reflected in the order timeline). For example, if you have these notifications disabled, then these events may not be triggered -- or you may find that this notification was sent, but your customer may not have received them due to their own issues with email, etc.

  • If you see events, it should look something like the below:

    

If you find that you have all your settings turned on as expected, but you are still not seeing a notification event in your order's timeline, please submit a support request including a screenshot of your order.

When does a customer get an SMS notification from Shopify? 

Currently, we sync up with your Shopify notifications for how we work with customer notifications. For SMS notifications, here's the Shopify Help Centre article on the topic.

Is there a customer tracking link attached to the order fulfillment?

We provide information like ETA via the tracking link - and we attach these when we fulfill your order. To note, the tracking number and URL are added to your order's fulfillment when we fulfill it with EasyRoutes -- you can verify this by seeing if you see this the tracking number within an Order's fulfillment. 

Do you have a workflow where you are fulfilling your orders before using EasyRoutes? 

1. Confirm that you aren't auto-fulfilling your orders that you are planning with EasyRoutes in your checkout settings if that isn't the desired behaviour.

2. Alternatively, update this setting where you can add the EasyRoutes tracking URL to existing fulfillments (this is off by default and you'll need to visit your settings to check this box and update your settings):

If you see the tracking number on the order itself, but you don't see it in the email notification:

If you are using Shopify email notifications, it's possible that you don't have the default code snippet in your notifications if your template was heavily modified or if your store is older. By default if there's a tracking number and URL from EasyRoutes added to an order, you'll see this both in your order status and in the fulfillment section of an order, and you'll see it also in the default email template: 

Note: The tracking link will be inserted automatically in your default email template, however if you have heavily modified this template you may need to manually insert the link using the following code snippet:

{% if fulfillment.tracking_numbers.size > 0 %}<br>  <p><br>    <br/><br>    {% if fulfillment.tracking_numbers.size == 1 and fulfillment.tracking_company and fulfillment.tracking_url %}<br>      {{ fulfillment.tracking_company }} tracking number: <a href="{{ fulfillment.tracking_url }}">{{ fulfillment.tracking_numbers.first }}</a><br>    {% elsif fulfillment.tracking_numbers.size == 1 %}<br>      Tracking number: {{ fulfillment.tracking_numbers.first }}<br>    {% else %}<br>      Tracking numbers:<br /><br>      {% for tracking_number in fulfillment.tracking_numbers %}<br>        {{ tracking_number }}<br /><br>      {% endfor %}<br>    {% endif %}<br>  </p><br>{% endif %}

If you use Shopify Local Delivery in addition to EasyRoutes custom notifications:

You should disable Shopify notifications in your shop Settings -> Notifications -> "Customer notifications" to avoid duplicate notifications:

If you use Shopify Local Delivery and would like to deliver a route without sending notifications:

For example, a route is completed without updating EasyRoutes but you wish to fulfill the relevant orders and keep a record of the route as completed. There are several outstanding issues with Shopify's Local Delivery API that make completing a route without sending notifications non-trivial.

1. Switch off Shopify Local Delivery notifications in your Shopify settings

2. On the EasyRoutes route page, select all stops and select the "View on orders page" action. This will show all relevant orders on the Shopify Orders page.

3. Select all orders displayed on the orders page and use the "Mark as fulfilled" action

4. Disable the "Send a notification..." option and select "Mark as fulfilled"

(Without step (1), Local Delivery Delivered notifications will still be sent even if this checkbox is disabled)

The orders on the route will now be fulfilled. If you want stops in the route to be displayed as Delivered in EasyRoutes you can do the following:

5. Switch off any enabled EasyRoutes SMS notifications in settings

6. Use individual "Mark as delivered" action for each stop in the more actions (three vertical dots) menu for each stop

(going directly from an Unfulfilled order to Delivered in EasyRoutes skipping steps (2) to (4) will send an Shopify Out for Delivery email even if these notifications are disabled in settings)

Please send a support request if the above troubleshooting steps do not resolve your issues.