Delivery Notifications - Email and SMS

To keep your customers informed of delivery events, you have the option of sending notifications using our brandable and customizable email and SMS delivery notifications, or you can use Shopify's built-in notification templates.

Note: Our EasyRoutes SMS Notifications feature is currently in BETA and only available in USA/Canada.

Before making any deliveries we recommend you review the Tracking and Notification tabs in your EasyRoutes Settings.

Table of Contents

EasyRoutes Notifications

Customize your delivery experience with custom email and SMS notifications. Add your logo, customize your text, and decide what gets sent and when. EasyRoutes Email and SMS notifications are available for users on the EasyRoutes Premium plan.

To use EasyRoutes notifications, click the "Use EasyRoutes' customizable Email and SMS notifications" radio button under the Notifications tab in you EasyRoutes settings.

Custom Email Notifications

EasyRoutes emails will be sent from your store name and can be sent for the following events:

  • Ready for Delivery - Sent when the "Fulfill Orders" 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 1 Stop Away - Sent when a driver is one stop away
Just check the boxes next to the emails you want to send to your customers.

In the Email Header box you can choose whether to display your store name or an image at the top of your email.

To preview what an email looks like, click on the name of the email. A modal pop-up appear showing you what the email looks like.

To edit the contents of this email, click the Edit tab.
You can edit the subject of the email, as well as any of the text. To insert variable information, place your mouse cursor where you want to variable to appear and click on any of the buttons at the top. If the information is already included in your email, the button will turn blue.
Click on the "Preview with Example Data" tab at any time to see how your email is looking.
When you are happy with your edits, click the Save button to close the modal. Then click the "Save Settings" button at the top of your page to save all your settings.

Custom SMS Notifications

Note: Our EasyRoutes SMS Notifications feature is currently in BETA and only available in USA/Canada.

You can add SMS Notification to your deliveries for $15 per driver/month. To do so, click the Turn on SMS Notification button. 

Note: If you sell CBD products, then you can only set up email-only shipping and order confirmation notifications. SMS notifications are not supported for merchants who sell CBD products.

SMS Notifications can be sent for the following events:

  • Ready for Delivery - Sent when the "Fulfill Orders" 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 1 Stop Away - Sent when a driver is one stop away

Just check the boxes next to the SMS notifications you want to send to your customers.

EasyRoutes will attempt to use the first available phone number in a stop's Shopify Order in the following priority order:

  1. If the order is a Shopify Local Delivery order, the mobile phone number entered into the local delivery checkout shipping method input field (e.g. with the default instruction text: "We may use this number to call or text you about your delivery.")
  2. The phone number as seen an order's Contact Information section:
    1. This is usually from when a customer provides their phone number instead of an email as the contact during checkout. This can be enabled in your checkout settings. (Settings > Checkout > "Select what contact method customers use to check out." > Phone number or email)
    2. Orders can also be edited to include a phone number in the "Contact information" section afterwards.
  3. The phone number in the order customer's profile (alongside their email address in their customer profile)
  4. The phone number in the order's shipping address, if available.

To preview what an SMS message looks like, click on the name of the message. A modal pop-up appears showing you what the text message looks like.

To edit the contents of this email, click the Edit tab.

You can edit any of the text. To insert variable information, place your mouse cursor where you want to variable to appear in your text and click on any of the buttons at the top. If the information is already included in the SMS body, the button will turn blue.

Click on the "Preview with Example Data" tab at any time to see how your SMS notification is looking. When you are happy with your edits, click the Save button to close the modal. Then click the "Save Settings" button at the top of your page to save all your settings.

Shopify's Built-in Notifications

To use Shopify's Built-In Notifications, click the "Use Shopify's built-in notifications" radio button under the Notifications tab in you EasyRoutes settings.

If your customer checked out with Local Delivery, the Local Delivery notifications will be used, otherwise the Shipping notifications will be used. Refer to your store's notification settings for more details.

Note that Draft Orders will use Shipping notifications as at this time Shopify does not allow creating Local Delivery orders. If you wish to test Local Delivery notifications you will have to create a Local Delivery order by checking out using Local Delivery from your store.

Currently, 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.

Notification Action Shipping Local Delivery
Shipping Confirmation Fulfilling an order with EasyRoutes (e.g. directly with Fulfill Orders button, or as you mark an order out for delivery/delivered/attempted) ✅ (if Tracking Links are enabled in your Settings) ✅ (if Tracking Links are enabled in your Settings)
Out for Delivery Start Delivery Route, or "Out for Delivery" under More Actions ✅ (if enabled in your Shopify Notification Settings)* ✅ (if enabled in your Shopify Notification Settings)
Delivered Mark as Delivered ✅ (if enabled in your Shopify Notification Settings)* ✅ (if enabled in your Shopify Notification Settings)
Missed Delivery "Attempted Delivery" under More Actions Does not send email (but you can see this status on your route) ✅ (if enabled in your Shopify Notification Settings)

*For SMS notifications, here's the article in the Shopify Help Centre on the topic. The Out for Delivery and Delivered notifications through Shopify on SMS are only available to orders that are shipping using Shopify's Local Delivery method.

EasyRoutes will also attach an order tracking status link to orders that are fulfilled by our app. When you Fulfill the orders in your route a tracking number will be included in the Shipping Confirmation email sent to your customers.

When tracking links are not enabled you can configure which notifications EasyRoutes will automatically send to customers during specific delivery events. 

Shipping Method

If you do not use Shopify Local Delivery, then we map to these notifications titled "Shipping" under your Settings -> Notifications in your store's Shopify Admin:

  • Out for delivery
  • Delivered

Note that Out for Delivery and Delivered notifications must be checked and enabled in order for EasyRoutes to send a notification.

If the order was placed with a "standard" shipping method (e.g. a custom shipping method), then we will use the Shipping notifications (i.e,. same ones that a third-party shipper like Fedex / UPS would integrate with to trigger notifications). This also means that "attempted delivery" will only send an email if the order was Local Delivery. There is no Missed Delivery notification template for Shipping.

Local Delivery

If you use Shopify Local Delivery, then we map to these notifications titled "Local Delivery" under your Settings -> Notifications in your store's Shopify Admin:

  • Out for delivery
  • Delivered
  • Missed delivery

Note that Out for Delivery, Missed Delivered and Delivered notifications must be checked and enabled in order for EasyRoutes to send a notification.

For example, if your store is configured with Shopify Local Delivery. And an order was placed with Local Delivery as the shipping method (i.e,. store has it configured), then we will use the Local Delivery notifications.

Clicking this button will update your order status and trigger the Out for Delivery notification email to all the customers in that route and take you to our mobile-friendly driver view. If you do not not want to send this notification, uncheck the "Sent to the customer automatically after orders with tracking information are out for delivery" and "Sent to the customer when their local order is out for delivery" in your Shopify Notifications settings as per above. Similarly, you can customize this for your Delivered and Missed Delivery notifications

Out for Delivery

When you or your driver views a delivery route, they will see a "Start Delivery Route" button at the top-right of their screen. You can skip "Start Delivery Route" by clicking on the "Driver View" button instead and trigger notifications above (e.g. Mark as Delivered) per stop only as you need instead if you want to keep your orders unfulfilled before or during the delivery of your route. 

You can also uncheck this under Settings -> Notifications if you do not want your drivers to 'start a route', and you are looking for them to mark each stop as needed:

 

The Out for Delivery notification can also be sent individually for each order by marking that order as "Out for delivery".

Delivered

When the "Mark as Delivered" button is pressed, your order status will be updated and a "Delivered" email is automatically sent to that customer.

Attempted Delivery

Missed Delivery notifications are only available for Local Delivery orders. A Missed Delivery email notification is sent when the order has been marked as "Attempted Delivery".

Viewing what notifications have been triggered

To review what notifications have been triggered for a particular order, review your order's timeline. For more on how to use your Timeline for an order, review this Shopify Help article.

Text / SMS Notifications

For SMS notifications, here's the article in the Shopify Help Centre on the topic. Note: The Out for Delivery and Delivered notifications through Shopify on SMS are only available to orders that are shipping using Shopify's Local Delivery method.

Shopify uses the contact information section of the order under the "Customer" section in an Order, which is provided by the customer at checkout to determine what kind of notifications are sent. You can add or modify the order's contact information to change how these notifications are sent.

If they originally entered a phone number with their order, then it's already on an SMS notification. Otherwise your customer can opt into downloading the Shop app for tracking their order:

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