Shipping Notifications Explained – WeSupply

1) Overview

This article explains the types of order & shipping notifications customers can receive from WeSupply and when each is sent (the trigger). Use it as a reference to confirm which events you want to communicate proactively by Email/SMS.

2) Before You Begin

Your store is connected to WeSupply.
You can access Settings → Branding → Notifications to review/enable events.
(Optional) You have a test order with a real tracking number to validate live triggers.

3) Notification Types & Triggers (Reference)

A) Shipping Notifications

Shipment Delivered: Your package has been delivered and a delivery scan recorded the time and date of delivery. - Triggered when the courier updates to this status.
Shipment Exception: An exception occurs when a package is temporarily delayed while in transit. Every effort is made to deliver every package as soon as possible, so an exception does not necessarily denote a late shipment. The status exception explains the most recent exception in the scan activity section. - Triggered when the courier updates to this status.
Shipment Expired: Shipment has no tracking information for 30 days since added. - Triggered when the courier updates to this status.
Shipment Failed Attempt: Carrier attempted to deliver but failed - Triggered when the courier updates to this status.
Shipment In Transit: Carrier has accepted or picked up shipment from shipper. The shipment is on the way - Triggered when the courier updates to this status. This might trigger overnight
Shipment Received: Carrier has received package from shipper - Triggered when the courier updates to this status.
Shipment Out For Delivery: The package has left the delivery office with a carrier, and delivery is intended on that day. - Triggered when the courier updates to this status.
Package Shipped: Also known as Shipment Confirmation Email - Triggered when a tracking number is first assigned to an order. This notification is only sent if the tracking number is not already in an advanced status (e.g., "Shipment Received" or beyond) at the time of assignment. If the package is already in a later stage upon assignment, this notification will not be sent.
Shipment Picked Up: The package was picked up from a pickup location - Triggered when the courier updates to this status

NOTE: Shipment notifications will be sent out if the event is recent and did not move to the next one. At the moment when we receive the tracking number, if the order is already in the Out for the Delivery status, WeSupply won't send previous shipping notifications. Also, if the tracking number is received for the first time in WeSupply after the package was already delivered more than 12 hours later, WeSupply won't send a notification to the customer anymore.

B) Order Notifications

Order Cancelled: Confirmation email of all the items that got canceled by the customer - Triggered when the option to cancel item/product is enabled in WeSupply.
Order Delayed: This notification will remind the customer that their order is still processing (usually due to increased sales volume or slow processing time) - Triggered when an order was not shipped out yet based on the configuration set in WeSupply.
Order Received: Order confirmation email - Triggered shortly after the order is placed by the customer (if the order is sent to WeSupply right away).
Order Received Store Pickup/Curbside: Order confirmation email for Store Pickup/Curbside - Triggered shortly after the order is placed by the customer (if ther order is sent to WeSupply right away and contains pickup items).

C) Returns Notifications

Return Approved by store or ship back: confirmation email that the return was approved, now the customer can select the return method In-Store or Ship it back - Triggered as soon as a return request is approved by the Returns Manager.
Return Approved Label Generation: Email confirmation of the approved return request with link to download the return label - Triggered as soon as a return request is approved and a return label is generated.
Return Approved Awaiting Tracking Number: Email confirmation of the approved return request, a return label was not generated for the customer, and the customer is required to input the tracking number as soon as they have it - Triggered as soon as a return request is approved, a return label is not generated by WeSupply and return method is send it back.
Return to store Approved: As soon as a return request is approved to be returned to a store - Triggered as soon as a return request is approved by the Returns Manager.
Return Confirmation Store Selected: Confirmation of the store location where the items are going to be returned - Triggered as soon as a return request is approved for a return to store process.
Return Confirmation Tracking Number Received: Email confirmation that the tracking number provided by the customer was received and it can be tracked in WeSupply - Triggered as soon as a tracking number is provided by the customer and inputed into WeSupply.
Return Not Approved instructions: Return request rejected by the Returns Manager - Triggered after the Returns Manager rejects the return request for whatever reason (the reason is included in the email).
Request Partial Refund Issued: Partial refund successfully issued for the customer - Triggered as soon as a partial refund is issued within WeSupply.
Return Partial Reject instructions: Customer receives this email after the Returns Manager rejects some items on the return request.
Return Authorization pending: If a return requires manual review - Triggered if the return request matches a return logic that requires manual review.
Request Refund Issued: Refund successfully issued for the customer - Triggered as soon as a refund is issued within WeSupply.

D) Returns Shipping

Return Delivered: The shipment with the return has arrived at the return location, this notification should contains instructions such as "please allow 2-3 days to process your return and issue a refund" - Triggered as soon as the tracking number for the return is updated with the status "delivered" by the courier.

E) Warranty Notifications

Warranty claim approved: Shows that the merchant has approved the submitted warranty claim.
Warranty claim approved label generation: Email confirmation of the approved warranty claim with link to download the return label - Triggered as soon as a warranty claim is approved and a warranty label is generated.
Warranty claim canceled: Indicates that the merchant has canceled the warranty claim.
Warranty claim in progress: Denotes that the merchant has begun processing the warranty claim, either by repairing or replacing the item.
Warranty claim received: Indicates that a warranty claim has been successfully submitted by a customer via the warranty page.
Warranty claim rejected: Indicates that the merchant has rejected the warranty claim.
Warranty claim resolved: Marks that the warranty claim has been resolved by the merchant.

F) In Store & Curbside Notifications

Customer is Waiting Outside: Store associate notification - Triggered when the item status is "Customer Waiting Outside".
Order was Cancelled: In-Store order was cancelled - Triggered when the item status is "Cancelled".
Order was Picked Up: In-Store order was picked up - Triggered when the item status is "Picked Up".
Order is ready for Pickup: In-Store order is ready for pickup - Triggered when the item status is "ready for pickup".
Order Pickup Reminder: Notification reminder for orders ready for pickup - Triggered when the "x" days configured under Settings > Stores > Curbside & Store Pickup are passed.
Order is Unable to Fulfill: In-Store order is unable to fulfill - Triggered when the item status is "Unable to Fulfill".

G) Other Notifications

Customer Custom Notification: Customer custom messages - Triggered based on admin action on the order list page.
NPS Reminder: Customer Net Promoter Score survey - Triggered based on the configured days in WeSupply.
- Read more here on how to configure NPS.
Customer Login: Customer receives this email after they request a magic link to view all their orders from the login page.
Store Pickup Feedback: Stores Feedback survey - Triggered based on the configured days in WeSupply.
- Read more here on how to configure Stores Feedback.

Notes & Tips

Proactive notifications are forward-looking: they fire as new status changes occur.
To reduce confusion, WeSupply typically does not send shipping alerts for past events (e.g., a tracking number already marked “Delivered” hours/days ago).
For the best customer experience, ensure your carrier mappings and store fulfillment updates are accurate so status triggers fire at the right time.

5) Best Practices

Prioritize critical moments: enable Out for Delivery, Delivered, and Delivery Exception at minimum.
Match channel to urgency: send SMS for time-sensitive updates (e.g., Out for Delivery, Delivery Exception).
Avoid duplicates: if your ecommerce platform also sends shipping emails, disable overlapping messages there to prevent double-sending.
Keep templates on-brand: verify subject, preview text, and CTA point to your branded tracking page.

6) Troubleshooting / FAQ

Customers aren’t receiving shipping notifications

Confirm the event toggles are enabled (Email/SMS).
Verify a new tracking update occurred (not a historical status).
Check deliverability (spam/quarantine) and SMTP/SMS provider settings.

Why didn’t WeSupply send a Delivered notification for an old order?

Proactive alerts are designed for future changes. If the carrier already marked it Delivered in the past, no new alert is sent.

We see “Label Created” for too long

This means the carrier hasn’t scanned the package yet. You may add copy in your templates to set expectations (it can take 24–48h for the first scan).

Can we customize which events go to Email vs. SMS?

Yes—enable the desired channel(s) per event in the Notifications page.

7) Summary

Use Settings → Branding → Notifications to manage Order and Shipping events. Enable the moments that matter most—Out for Delivery, Delivered, Exception—and keep templates aligned with your brand. Remember: alerts are sent for new status changes (not past events). After saving, run a live test with a new tracking update to confirm everything works end-to-end.