Customizing Your Delivery Notifications

Introduction


Delivery Notifications are the emails your customers receive as their order moves toward them. You decide which delivery stages trigger an email, what each one says, and how it looks.


The editor has three tabs. General covers who the email comes from, Content covers what it says, and Style covers colours and type. A live preview beside the editor shows both the inbox listing and the email body.


In this article



General settings


Open Delivery Notifications in the sidebar and go to the General tab.



  1. Sender Email Name is the name customers see in their inbox, so use your brand rather than a person. Sender Email Address is the address the email comes from, chosen from your verified addresses.
  2. Test Email Address is where test emails go. Fill this in first, because the Send Test Email buttons stay disabled until you do.
  3. Sending Domain Settings lists the addresses you have verified.
  4. Ship24 Branding controls two things. Track your order button destination sets whether the button opens the Ship24 tracking page or your Branded Tracking Page. Remove Ship24 branding takes the Ship24 branding out of your emails.


If you point the button at your Branded Tracking Page, it opens your primary page, which is the one marked with a star in your Tracking Pages list.


Sending from your own address


By default your emails come from a Ship24 address. Sending from your own domain improves deliverability and looks like it came from you rather than a third party.


Click Add Email in Sending Domain Settings.



  1. Enter the address you want to send from.
  2. Click Add email, then add the DNS records Ship24 shows you.


You can verify up to three addresses. The counter next to Total emails shows how many you have used. Once an address is verified it becomes selectable in the Sender Email Address dropdown.


For the full DNS walkthrough, see how to send Delivery Notifications using your own email address.


Choosing which emails to send


Go to the Content tab. Every delivery stage is listed with its own switch.



  1. Seven stages: Info Received, In Transit, Out For Delivery, Failed Attempt, To Pick-Up, Exception, and Delivered. Each shows whether it is enabled.
  2. The switch turns emails for that stage on or off.
  3. The chevron opens the editor for that stage.
  4. Branding & Promotions applies to every email you send.
  5. The Milestone selector in the preview shows the email for whichever stage you pick.


Send fewer, better emails. Out For Delivery, Delivered and Exception carry real news. In Transit can fire repeatedly on a long journey and is the one customers most often mute.


Exception and Failed Attempt are the stages where customers need to act. Leaving those off means they find out something went wrong only when the parcel never arrives. For what each stage means, see understanding shipment delivery statuses.


Writing each email


Open a stage with its chevron.



  1. Subject, up to 80 characters. This is the only part many customers read, so put the news in it.
  2. Header, up to 80 characters. The headline inside the email.
  3. Body, up to 300 characters. Enough for two or three short sentences, so say what happened and what to do next.
  4. Tags are placeholders filled in automatically for each shipment: recipient name, title, order number, tracking number, and expected delivery. Click a tag to insert it.
  5. Action, up to 80 characters, is the wording on the button.
  6. Send Test Email sends this email to your test address.


A tag with no data behind it renders as nothing at all. Write sentences that still read correctly when a tag comes back empty. "Your order will arrive [EXPECTED DELIVERY]" becomes "Your order will arrive" when no estimate exists.


The inbox preview shows the sender name, address, subject line and time as customers will see them in their inbox, before they open anything. Check your subject lines there.


Branding and promotions


At the bottom of the Content tab. These settings apply to every email.



  1. Banner Image sits at the top of every email, with Store Link setting where it goes when clicked.
  2. Marketing & Upselling Blocks, each with an image, a title, and a link.
  3. Blocks appear side by side beneath the tracking button.


Each image field states its own recommended size and maximum file size in the upload dialog. Follow what the dialog shows, since it differs between the banner and the blocks.


Delivery emails get opened far more often than marketing emails, because customers are waiting for news. That attention makes them well suited to a related product or a current offer, as long as the delivery information stays the main event.


Style



  1. Colors. Primary Color sets the text and the button background. Secondary Color sets the background and the button text. Enter a hex code to match your brand exactly.
  2. Fonts. Choose a font family, or leave it as Default.


Check the contrast between your two colours. A pale primary on a white secondary looks elegant in the editor and is unreadable on a phone outdoors.


Before you finish


  • Set your test email address, then send a test for each enabled stage
  • Read every subject line in the inbox preview rather than the body
  • Switch the preview to Mobile
  • Check that sentences containing tags still read correctly when the tag is empty
  • Confirm the Track your order button goes where you intended
  • Check colour contrast on a phone, not just on your monitor


Next steps


Set up your own sending address so emails come from your domain, or customize your Branded Tracking Page so the page behind the button matches these emails.

Updated on: 14/08/2026

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