Resolving Issues with Missing Notification Emails

If some customers are not receiving notification emails, such as the "package shipped" update, the issue may be related to how tracking numbers are processed in WeSupply. This article explains the cause of the issue and outlines the solution to ensure all customers receive timely notifications.

Why This Happens

In some cases, tracking numbers are already marked with an advanced status (e.g., "received by carrier" or "out for delivery") when they are added to WeSupply. When this occurs, the system skips earlier notifications, such as "package shipped," and only sends updates for later stages. This is part of the system’s design to avoid redundant notifications.

How the Issue Was Resolved

To ensure customers receive all relevant notifications, a toggle has been enabled in your account. This setting prevents the system from skipping the "package shipped" notification, even if the tracking number shows an advanced status.

Key Changes:

• Toggle Enabled: The "package shipped" notification will now be sent regardless of the tracking number’s initial status.
• No Retroactive Changes: This fix applies only to future notifications and does not affect past notifications.

What to Expect Moving Forward

With the toggle enabled, you can expect the following:

• Consistent Notifications: Customers will receive the "package shipped" notification as expected, even if the tracking number is already in an advanced status.
• Improved Communication: Customers will stay informed at every stage of the shipping process, enhancing their overall experience.

Key Considerations

• System Design: The system is designed to avoid redundant notifications, which is why earlier updates may be skipped in certain cases.
• Proactive Fixes: The toggle ensures that all notifications are sent, addressing the issue for future orders.

Need Further Assistance?

If you have additional questions about notification settings or need help configuring your account, our support team is here to assist you. Reach out to us for personalized guidance!