15 Ecommerce Order Status Notifications That Keep Customers Informed
Fifteen order notifications from confirmation to refund, including delays and failed deliveries: what each should say and what Shopify sends natively.
Which order notifications should a store send?
At minimum: order confirmation, payment issues, shipped with tracking, out for delivery, delivered, and any change to the plan, such as a delay, failed delivery, partial shipment, cancellation, back-order or refund. Each should say what has happened, what happens next and what the customer can do, on a channel suited to its urgency. Proactive exception messages prevent more support contacts than any other notification.
This list is for ecommerce managers and Shopify merchants. It separates what Shopify sends natively from what needs carrier integrations, apps or custom work. Shopify's default notification names were checked in Shopify Help on 28 October 2026. For the tracking page itself, see ecommerce order tracking.
Order placed
1. Order confirmation. Sent immediately: items, prices, delivery address, delivery method and estimate, payment summary and a link to view the order. Shopify sends this natively. Check that it reads well on a phone and that the delivery estimate matches the checkout.
2. Payment pending. For bank transfers, cash on delivery, UPI or other payment methods that confirm later: say the order is reserved, what the customer needs to do and by when. This prevents duplicate payments.
3. Payment failed or action needed. If a payment fails after the order or needs re-authentication, tell the customer promptly with a secure link to fix it, and say what happens if they do not.
4. Order edited. If items, quantities or the address change after purchase, send a summary of what changed and any price difference.
Fulfilment
5. Back-order or pre-order update. For items not yet in stock, confirm the expected dispatch date and send an update if it moves. See pre-orders and back-orders.
6. Partial shipment. When an order ships in several parcels, say which items are in this parcel, with its own tracking, and when the rest will follow. Customers otherwise assume items are missing.
7. Shipped, with tracking. Shopify's shipping confirmation includes the tracking link when fulfilment records it. Link to your branded tracking page if you have one, not only the carrier's.
8. Ready for pickup. For click-and-collect: where, opening hours, what to bring, and how long the order will be held.
Delivery
9. Out for delivery. Shopify has a native out-for-delivery notification when tracking events are available from the carrier. Useful by SMS or WhatsApp where customers have opted in, so they can be home or arrange a safe place.
10. Delayed. The notice customers value most. Say it is late, the new estimate if known, and the options (wait, cancel, contact support). Send it as soon as you know, not after the customer asks. Shopify's shipping update notification covers some carrier changes; proactive delay messages often need a tracking app or integration.
11. Delivery failed or exception. Address problem, nobody home, held at depot, or returned to sender: explain what happened and the exact next step, with a link to rearrange or update the address.
12. Delivered. Confirms arrival, with a link to report a problem. Shopify sends this natively when tracking shows delivery. Hold any review request until the customer has had time to use the product.
After delivery
13. Cancellation. Whether the customer or the store cancelled, say why (in plain terms), what happens to the payment and when.
14. Return received. Confirm the return arrived and what happens next (inspection, exchange or refund), with a timeline. See returns UX.
15. Refund issued. State the amount, the payment method it goes back to and how long banks typically take to show it. Shopify sends an order refund notification natively.
Too many "where is my order" emails?
ZSpace Labs sets up Shopify notifications, tracking pages and carrier integrations so customers are told before they have to ask. See our Shopify development service.
Notification plan
Use this to check coverage. "Native" means a default Shopify customer notification exists; others usually need a tracking app, a messaging app, an integration or custom work.
| Notification | Channel | Shopify | Must include |
|---|---|---|---|
| 1. Order confirmation | Native | Items, address, estimate, order link | |
| 2. Payment pending | Email, SMS | Depends on payment method | What to do, deadline, don't pay twice |
| 3. Payment action needed | Partly via payment provider | Secure link, consequence | |
| 4. Order edited | Check your notification settings | What changed, price difference | |
| 5. Back-order update | App or custom | Expected date, options | |
| 6. Partial shipment | Shipping confirmation per fulfilment | Items in this parcel, rest to follow | |
| 7. Shipped | Native (shipping confirmation) | Tracking link, estimate | |
| 8. Ready for pickup | Email, SMS | Pickup notifications in settings | Location, hours, ID needed |
| 9. Out for delivery | SMS, WhatsApp, email | Native when tracking supports it | Today's delivery, options |
| 10. Delayed | Email, SMS | Shipping update; proactive messages need an app | New estimate, options |
| 11. Delivery failed | SMS, email | Usually app or carrier | Reason, next step link |
| 12. Delivered | Native | Report a problem link | |
| 13. Cancellation | Native (order canceled) | Reason, payment outcome | |
| 14. Return received | Depends on returns setup | Next step, timeline | |
| 15. Refund issued | Native (order refund) | Amount, method, bank timing |
Writing and sending well
- Lead with the status in the subject line or first line: "Your order is out for delivery".
- Always include the order number and a link to the order or tracking page.
- Say what the customer needs to do, or that they need to do nothing.
- Send SMS and WhatsApp only to customers who opted in, and only for time-sensitive updates.
- Keep notifications transactional; put promotions elsewhere.
- Test each template with real orders, including partial shipments and refunds.
- Track "where is my order" contacts before and after changes to see if notifications help.
Conclusion
Good order notifications answer the customer's question before they ask it. Shopify covers the main milestones natively; delays, failed deliveries, back-orders and partial shipments usually need extra setup, and they matter most. Map every status your orders pass through, make sure each has a clear message, and send exceptions proactively. For the wider experience after checkout, see the post-purchase experience.
Sources
Shopify Help Center, customer notifications. Accessed 28 October 2026.
Common questions.
Shopify's default customer notifications include order confirmation, shipping confirmation, shipping update, out for delivery, delivered, order refund and order canceled, plus others for local delivery and pickup. You can edit their content in the notification settings.