Set up email notifications

Overview

  • You have the option to send emails at six stages of the delivery process.
  • You can use either the classic notification template settings or the new notification template settings.

Table of Contents

 Important

Notifications will not be sent for "Pickup In Store" and "Plain Label" orders when on a Trial Subscription due to spam protection measures.

Classic and new notification template

You can create your email notifications using either our classic notification template or our new notification template.

  • Classic notification template – Our classic HTML editor with the option of adding preset variables like courier name, Tracking URL, company name and more.
  • New notification template – Our new email editor includes options for notices, tracking bubbles, promotion blocks and more.

Choose your notification template

Before you can customise your notifications, you need to select which template you’d like to use:

  1. In Starshipit, navigate to Settings > Tracking & notifications.
  2. For each delivery stage, select which options you would like to enable
    1. If all options remain unticked, no notification will be sent for this delivery stage
    2. You can select to either send the new email template or the classic email template.
  3. Click Save.

Choose when to send delivery updates

Starshipit can manage an email template for each different delivery status and will trigger an email only for the checked status. For example, you can choose to send an email or SMS when an order label is printed to when the order is delivered.

  • Enable the checkbox for the stages of delivery you want to notify a customer.

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Edit new template

Select the blue hyperlinked New email template to update that notifications template.

Edit your From details

Enter your from details so customers can easily identify who is sending them the email.

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Add a notice

Display a banner message at the top of the page in the event that you need to make an announcement to your customers regarding shipping or handling.

Notices display across branded tracking, customer notifications, and returns.

  1. Click Enable notice section to turn the notice banner on.
  2. Write your notice in the field provided.
  3. Click Save.

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Notification email content

Use Starshipit variables to personalise your email and include information about the order.

  1. Add a Section title.
  2. Double-click a variable to add it to the field.
  3. Click Save.

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Tracking bubbles

Choose to show or hide the tracking bubbles from your branded tracking page. Tracking bubbles are enabled by default. If you want to turn off tracking bubbles:

  • Under Branded tracking page template, click on New tracking page template.
  • Untick Enable tracking bubbles.
  • Click Save.

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Add your contact information

List relevant ways customers can contact you if they have a question or require support post-purchase. Contact information is an optional section displayed across branded tracking, customer notifications, and returns.

  1. Click Enable contact information.
  2. Add your Section title – The header for this contact block.
  3. Add your Text – The name of the contact field (Email, support page etc).
  4. Add your URL – Where the contact section will link to.
  5. Click Add another to add another contact section.
  6. Click Save.

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Add promotion blocks

Add a promotional image to your branded tracking page and enter an image URL to direct customers to on-click.

  1. Click Enable promotion blocks.
  2. Click Select to upload your image.
  3. Enter your URL – where your image will link to when clicked.
  4. Click Save.

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Customise your footer

Use the footer to include any important information or links.

  1. Click Enable footer section.
  2. Write your message or add URLs in the Content field.
  3. Click Enable Starshipit watermark to remove the Starshipit watermark.
  4. Click Save.

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Test your notifications

Send a test notification to an email address.

  • Enter your email address and click the Captcha.
  • Click Send test.

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Edit classic template

  1. Select the blue hyperlinked classic email template to update that notifications template
  2. From the editor, you can modify the email template as required.

Use the Starshipit variable

Use Starshipit variables to personalise your email and include information about the order. Starshipit variables can be included in the subject field and in an HTML tag.

<a href=%TrackingURL%>Track %OurRef% Online</a>

Variables:

  • Recipient name: Name of your customer
  • OurRef: Sender's reference (e.g. sales order number)
  • TheirRef: Receiver's reference (e.g. purchase order number)
  • Courier Name: The courier used to ship the parcel.
  • Tracking Number: Tracking number associated with the parcel
  • Tracking URL: Tracking URL associated with the parcel
  • Company Name: Your company name
  • Telephone: Your contact number

Add an image to the email

  1. From the email editor, select Upload Image.
  2. Click Upload.
  3. Select an image from your computer
  4. Click Upload from the dialogue box.
  5. Select the image on the middle part of the screen
  6. Click Insert.

The sender email

If you would like to specify a specific email that your outbound notifications go from, you can go to:

  1. Settings > Customer Notifications > Email Template.
  2. Enter the email in the From field.

Duplicate email notifications

Many eCommerce platforms (including Shopify and Magento) include notification options that email customers when the status of their order has been updated. If you have opted to write-back the status to your eCommerce platform, you may need to consider whether your customers are receiving duplicate notifications. You can then enable/disable notifications, as required.

 Important

If you're shipping with Australia Post, check that you haven't enabled Australia Post notifications. You can check this by going to Starshipit > Settings > Couriers > Australia Post > Advanced > untick Enable Email Notification for Tracking.

Multi-tracking support

You can display multiple packages with different tracking details within the same order and in a single notification.

This feature is useful for situations like the following:

For example, let's say your customer places an order for multiple items. Due to inventory location differences or various shipping methods, the order needs to be split into several packages, each with its unique tracking details.

With this functionality, the customer receives a single tracking notification containing every package, with different tracking details, instead of multiple emails.

How to activate this feature:

  1. Log in to your Starshipit account.
  2. Navigate to Settings > Tracking and notifications.
  3. Scroll down to the Customer notification templates section.
  4. Select both options:
    • Send customer notifications per shipment, rather than per parcel.
    • Combine multiple packages with different tracking details within an order into one notification.
  5. Click Save.

 Note

When multiple tracking numbers are shown, they will be listed consecutively. We recommend reviewing and testing each template for formatting issues.

Troubleshooting

Notifications are going straight to the customer's junk or being flagged as spam.

Run through the below steps:

  1. Check if the From field has been entered in the customer notification template.
  2. If it has, you can then check the domain in https://mxtoolbox.com/spf.aspx and see if the SPF record exists.
  3. If SPF record exists, then check if "sendgrid.net" is included in the SPF record, if it is not, then it appears that your domain has got SPF record configured.
  4. You will need to include "sendgrid.net" in the TXT DNS record to avoid the email notification being marked as spam or getting bounced by the recipient's mail server.

    See our support article for more information on SPF for email notifications.

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