Why are my customers receiving two shipping emails?

The good news is that nothing is broken. When the Tracking URL feature is enabled, Shopify sends your normal shipping notification first. When Tracktor updates the tracking link, Shopify sees that as an order update and sends a second email automatically. Your customers will have their tracking link in both.

The two emails your customers receive are:

1. Shipping Confirmation -- sent when the order is fulfilled

2. Shipping Update -- sent when Tracktor updates the tracking link, which happens automatically right after fulfillment

Options for managing the two emails

Option 1: Disable the Tracking URL feature

If you prefer customers to receive only one email, you can disable the Tracking URL feature. Keep in mind this will also stop Tracktor from automatically updating tracking links on the Order Status page and in shipping emails.

If you go this route, you will need to:

• [Add a tracking link to your emails manually]

• [Remove the carrier link from your shipping confirmation emails]

Option 2: Update your email templates to make the two emails feel intentional

We recommend this approach. Start with the subject lines since that is the first thing customers see. The idea is to make the Shipping Confirmation feel like a fulfillment notice and the Shipping Update feel like an "on its way" message. That helps create two distinct emails that make sense together.

Shipping Confirmation email

1. In your Shopify admin, go to Settings > Notifications > Customer Notifications.

2. Open the Shipping Confirmation email template and click Edit Code.

3. Update the subject line. Suggested: A shipment from Order {{ name }} has been fulfilled

1. Update the 2nd line of text. Suggested: Your order has been fulfilled

2. Update the 3rd and 4th lines of text. Suggested: Your order has been fulfilled. It will be shipped soon.

1. Save your changes.

Shipping Update email

1. Return to Customer Notifications and open the Shipping Update email template.

2. Update the subject line. Suggested: A shipment from Order {{ name }} is on its way

1. Update the 1st line of text. Suggested: Your order is ready to be shipped.

2. Update the 2nd line of text. Suggested: The following items are ready to be shipped.

5. Save changes.