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The Smart Send app automatically adds tracking information to fulfillments and sends notifications to customers when shipping labels are created.

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How tracking works

When you create a shipping label through the Smart Send app:
  1. Tracking number is added to the Shopify fulfillment
  2. Shopify sends an “Order Shipped” email to the customer
  3. Email includes tracking number and tracking link
  4. Customer can track their package using the provided link

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Customer notifications

Customers receive an automated email that includes:
  • Tracking number for their shipment
  • Direct tracking link to the carrier’s website
  • Estimated delivery information (when available)
  • Pickup point details (if applicable)

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Email example

Shopify order shipped email with tracking information

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Admin notifications

In your Shopify admin, you’ll see:
  • “Smart Send sent a Shipping Update email to [customer]” message
  • Tracking number displayed in the fulfillment details
  • Link to carrier tracking for real-time updates
The email notification is sent by Shopify, not Smart Send. You can customize the email template in your Shopify settings under Settings > Notifications.

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Tracking information sources

Tracking data comes from:
  • Carrier APIs - Real-time tracking updates
  • Smart Send platform - Centralized tracking management
  • Shopify integration - Automatic fulfillment updates

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Customizing notifications

To customize the tracking email template:
  1. Go to Settings > Notifications in your Shopify admin
  2. Find “Order shipped” in the customer notifications list
  3. Click “Customize” to edit the template
  4. Add or modify tracking information as needed
  5. Save your changes

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Tracking status updates

The system automatically updates tracking status when:
  • Package is picked up by the carrier
  • Package is in transit with location updates
  • Package is out for delivery
  • Package is delivered or available for pickup
  • Delivery exceptions occur (failed delivery, etc.)

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Troubleshooting tracking

If customers aren’t receiving tracking notifications:
  1. Check email settings - ensure customer email is valid
  2. Verify notification settings - confirm “Order shipped” notifications are enabled
  3. Check spam folders - tracking emails might be filtered
  4. Review fulfillment status - ensure tracking number was added correctly
For more help, see our troubleshooting guide.
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