> ## Documentation Index
> Fetch the complete documentation index at: https://docs.smartsend.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Tracking

> Automatic tracking notifications for customers

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

## 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

## 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)

### Email example

<img src="https://mintcdn.com/smartsend/hLcvB1FxJcAYyyTe/images/shopify/shopify-shipment-email-sent.png?fit=max&auto=format&n=hLcvB1FxJcAYyyTe&q=85&s=d2ce8e09f4e688a72aa68ac8975a0370" alt="Shopify order shipped email with tracking information" width="640" height="255" data-path="images/shopify/shopify-shipment-email-sent.png" />

## 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

<Warning>
  The email notification is sent by Shopify, not Smart Send. You can customize the email template in your Shopify settings under Settings > Notifications.
</Warning>

## Tracking information sources

Tracking data comes from:

* **Carrier APIs** - Real-time tracking updates
* **Smart Send platform** - Centralized tracking management
* **Shopify integration** - Automatic fulfillment updates

## 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**

## 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.)

## 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](/integrations/shopify/troubleshooting).