The customer reaches out because they did not receive their order fulfillment notification once their order shipped.
Fulfillment notifications are managed by Shopify on the Shopify Checkout Integration.
Shopify defaults the fulfillment notification settings to false on orders created via their API. Therefore, fulfillment notifications are disabled by default for the Recharge Checkout on Shopify. However, you can override this setting in your Notification settings.
To ensure fulfillment notifications are sent:
- In the merchant portal, click Settings and select Notifications.
- Confirm Send fulfillment notification to enabled and toggled green.
If you are using a third-party fulfillment app, these settings may be overridden when orders are being fulfilled. Shopify defaults the fulfillment notification settings to false on orders created via their API. Although Recharge specifies these settings as true, some third-party fulfillment apps will override this information. As the default settings for Shopify-created orders is true, many third-party fulfillment apps may not be aware they have to specify this information when working with API-created orders.
Contact your third-party fulfillment app and request they add an extra API call to their order process to include the following indicators:
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