Shopify notification emails are sent by Shopify when a matching event happens in your store. UpOrder does not decide when those emails are triggered, and UpOrder does not send a second email. UpOrder customizes the email template that is saved in Shopify. After your UpOrder template is published to Shopify, Shopify sends that template when the matching notification event occurs.
For example, Shopify can send an order confirmation after a customer places an order, a shipping confirmation after an order is fulfilled, an order refund notification after a refund is processed, or a customer account email after an account-related action.
Who controls the timing?
In most cases, the timing is controlled by Shopify and the event that triggers the notification. UpOrder controls the design and content of the email template, but Shopify controls when the notification is sent.
Some notifications can be skipped at the moment you perform the action in Shopify. For example, Shopify lets you deselect the customer notification for certain order and shipping actions, such as canceling an order, refunding an order, fulfilling an order, or updating tracking information.
Common examples
Order confirmation: Sent after a customer places an order.
Order canceled: Sent when an order is canceled, unless you choose not to notify the customer while canceling the order.
Order refund: Sent when an order is refunded, unless you choose not to notify the customer while processing the refund.
Shipping confirmation: Sent when an order or fulfillment is fulfilled, unless you choose not to send shipment details to the customer.
Shipping update: Sent when tracking information is added or updated, unless you choose not to notify the customer while updating tracking.
Out for delivery and delivered: Sent when Shopify receives the matching tracking event from the carrier or fulfillment app. Timing can vary by carrier and tracking source.
Local pickup: The Ready for pickup email is sent when an order is marked ready for pickup. The picked-up confirmation can be sent when you mark the order as picked up.
Local delivery: Carrier-based Out for delivery and Delivered notifications do not apply to local delivery orders. For local delivery, Shopify sends the delivery confirmation when you mark the local delivery order as delivered.
Customer account emails: Sent when a customer is invited, activates an account, or requests a password reset, depending on your Shopify customer account setup.
Special note about abandoned checkout
Abandoned checkout emails are controlled by Shopify's abandoned checkout settings or automation. Shopify decides whether the checkout is eligible, when the email sends, and who receives it. If your store has moved to Shopify's newer abandoned checkout automation, those settings are managed in Shopify's automation flow rather than inside UpOrder.
Where to manage notification settings
You can review your Shopify customer notifications from Shopify admin > Settings > Notifications > Customer notifications. This is where Shopify stores the customer notification templates that UpOrder publishes into.
For Shopify's source of truth on notification behavior, you can also review Shopify's customer notification documentation.
Please reach out to [email protected] or through the in-app chat if you have any questions!