Summary
Delivery Notifications send an email, an SMS or a webhook when a shipment reaches a trigger, from order confirmation to delivery, failed attempts, delays and collection reminders. You choose the trigger, the channel, the template and which shipments qualify, and the portal reports how each notification performs.Who it’s for
Customer service and e-commerce teams that want shoppers told about their delivery before they ask, and integration teams that need their own systems updated on every shipment event through webhooks.Key benefits
- Shoppers hear about the moments that matter. Standard triggers cover the full journey: order and fulfilment updates, pick-up, in transit, out for delivery, delivered, failed attempts, delays, customs, collection points and return to sender.
- One trigger, several channels. Each notification configuration sends on email, SMS or webhook. Klaviyo is available as a further channel through the integration.
- No duplicate messages. When several triggers match the same event, only the highest-priority trigger sends.
- Templates carry shipment data. HTML email templates use field placeholders that are filled from the shipment at send time, and campaigns can be placed in emails the same way.
- You see what was sent. The notifications overview reports sent, open and click rates per configuration, and each shipment keeps a history of the notifications sent for it.
How it works
Notification configurations
A notification configuration combines a channel, a trigger, a template (for email) or an endpoint (for webhook), optional shipment filters and the recipients. The overview table lists every configuration with its name, channel, trigger, tracking experience, last update, sent, open and click rates and status. You can search by name and filter on channel, status, sender, recipients, carrier, tracking experience, tag, trigger and template.
Deactivating a trigger deactivates every notification configuration that uses it. Reactivating the trigger does not reactivate them.
Triggers
Triggers define when a notification is sent and apply to every channel. The standard triggers fall into these groups:
Return triggers (request submitted, approved, rejected, drop-off reminders, carrier booking, quality check, refund and return shipment events) are covered on Returns Notifications & Refund Triggers.
Two rules apply to every trigger:
- Trigger priority. When more than one trigger matches the same tracking event, only the highest-priority trigger sends. Lower-priority triggers are suppressed for that event.
- Carrier events only. Only tracking events received from the carrier trigger notifications. Events added to a shipment manually or through the events API are stored in the shipment’s history but do not send a notification.
Channels
Templates and field placeholders
Email templates are HTML. Start from the sample template or add your own, preview it for a tracking number on desktop and mobile, and save it. Field placeholders insert shipment data such as the tracking number, carrier or estimated delivery date; search for the placeholder in the editor, copy it and paste it into the template. A placeholder only shows data that exists on the shipment, and all dates and times in placeholders are in UTC. Campaign placeholders place a Campaign Manager banner in the email.Shipment filters and recipients
Each configuration can be limited to shipments from a carrier, a tracking experience or shipments carrying a tag. By default the parcel recipient on the shipment is notified. Notify other sends the notification to additional email addresses or phone numbers instead of or as well as the recipient, which is also the way to test a configuration.Reporting
The notifications overview shows cumulative sent, open and click figures per configuration, with the last 14 days at the top. The dashboard refreshes once a day at 00:05 UTC and cannot be filtered by channel or trigger; use Reports & Analysis for that.
In Shipment Overview, the Notifications sent column and filter show which shipments received a notification, and the bell icon on a shipment opens its notification history with the name, channel and status of each message.
Set up in the portal
Go to Post-Purchase > Notifications and select Add Notification.- Choose the channel: email, SMS or webhook. For webhooks, first create and activate an endpoint under Settings > Webhook with a name, the endpoint URL and the HMAC key. A sample payload is sent to validate the URL before saving.
- Name the notification (up to 32 characters) and select the trigger.
- For email, select a template: the sample template, your own HTML template, or the premium template available with the Tracking Page. For webhook, select the endpoint.
- Optionally filter the shipments by carrier, tracking experience or tag.
- Choose who is notified: the parcel recipient (default) or other addresses or numbers under Notify other.
- Select Next, then Save, then Activate.
Use via API and MCP
- Webhook payload formats: Shipment update v5.0, v5.2 and v5.3. Set-up is in the Webhooks guide.
- Recipient details come from the shipment: set
notification_emailandnotification_phonewhen you create a shipment. See the Notifications guide. - MCP tools:
list_notification_configslists your configurations andlist_notification_triggerslists the triggers available to your account. See MCP tools.