How the Email Works
When you record a shipment, Rhythm emails the ship-to contact on the order if shipment emails are turned on in your Orders & Inventory settings or on the order’s store. The email pulls from the shipment, order, and products, so the customer can see what shipped, who it shipped to, and where it is going.
Only the ship-to contact receives this email. The bill-to party and other people connected to the order do not receive it.
Tip
If the order ships to an organization and there is no individual ship-to contact, Rhythm has nobody to email. This email can go only to a person, not an organization.
Skip the Email for One Shipment
- Start the shipment as described in Ship an Order.
- Before you select Create Shipment, clear the confirmation checkbox. The checkbox shows the ship-to contact’s name and email address, so you can confirm who would receive the email.
Result
Rhythm records the shipment without emailing the customer for this shipment. The checkbox appears only when the ship-to contact has an email address on file.
Tip
When you ship several orders together with Ship Multiple Orders at Once, you cannot opt out of the confirmation email. Every shipment created this way sends the email.
If you keep the automatic shipment email turned off and send your own message by hand, that message is separate from this template. It does not use the shipment confirmation wording or merge fields unless you build it that way yourself.
A Store's Own Shipment Email
An online store can use its own shipment email instead of the standard email from your Orders & Inventory settings, or it can send no shipment email for its orders. When a store’s override is turned on:
- The store’s own confirmation email and on/off switch apply to every shipment on its orders instead of your account-wide setting.
- If the store’s override is set to send no email, Rhythm sends nothing for that store’s orders, no matter what your account-wide setting says.
If a shipment for a store’s order did not send the email you expected, or sent a different email, check that store’s email override before you change the account-wide setting. A preview shows the wording and merge fields in the editor you are previewing. If a customer’s received email looks different from that preview, check whether the store’s own shipment-email override produced the version they received.
If the Email Doesn't Go Out
The confirmation email needs every product on the shipment to still exist in your catalog. If a product on the order has been removed, Rhythm cannot build the email, so it sends nothing for that shipment. The shipment is still recorded normally.
If a customer says they did not receive a shipment confirmation, first check whether every line on that shipment still points to a real product.
Tip
Shipment and order line items are a collection, with one entry per line, not a single merge field. To list them in the email body, edit the template in Tools › Source Code and loop over the collection using an each block, rather than expecting a line-by-line list to appear on its own.
Related Reading
For the shipping process this email is part of, see Ship an Order. For your account's general email sending settings, see Email Settings: Senders, Reply-To, Footer, and Sandbox Redirects. To set up a store's own override for this email, see that store's own order email settings.