How To Build A Good Order/Shipment Notification Email

I buy a decent amount of stuff online, both physical goods and services from various vendors. It amazes me how few get the order confirmation and shipment notification emails right. Most companies do a downright awful job.

Order Confirmation

Order confirmations should be sent shortly after an order has been sent and the credit card has been accepted. It should contain the following information:

  • Order # – This should be in the subject as well as the body. Obvious.
  • Sanitized payment information – The last 4 digits of your credit card should be included, or other billing information.
  • Itemized order list – Each item, description, quantity, stock status (or est. date) should be listed in a table.
  • Shipping Address – Where is my stuff going?
  • Shipping Method – USPS? UPS? FedEx? Overnight? Ground?
  • Estimated ship date – If different things have a different shipping date, it should be per item, otherwise one date specified.
  • Contact Information – Email address, link to contact form, phone number to get in touch with store

Shipment Notification

A shipment notification should be sent for each day something ships. All shipments from all warehouses should appear in 1 email. For example if I order 3 things and it ships from 3 warehouses on 1 day, I expect 1 email. If I order 3 things and it ships over 2 days from any number of warehouses I expect 2 emails, one each day. If there is more than one package, I expect each to be listed in the email.

The email should contain the following:

  • Order # – Again, obvious
  • For each package it should tell me:
    • Delivery Address – Where is this package going?
    • Shipment Method – How the item is being mail (USPS, UPS, FedEx, overnight, ground etc.).
    • Estimated Arrival – When is this package expected to arrive?
    • Tracking Number – Tracking number to track package, there should be a direct link to shipper to track package NOT a page that requires you to login first. Most stores mess this up. I shouldn’t need to login. I just want the number. (Pro Tip: search Google with your tracking number for an quick direct link to the tracking status page).
    • Inventory – What is in this package? Should be an itemized list with quantity.
  • Contact Information – Email address, link to contact form, phone number to get in touch with store

It makes things so much easier the closer companies get to following this. Most companies get about 80% of the list, only a select few get this done correctly 100% of the time. The closest I’ve seen to date is ThinkGeek who has been pretty close to perfect every time I order.

3 thoughts on “How To Build A Good Order/Shipment Notification Email

  1. Liora, you’ve been scammed. This company Natural Health Network that owns and sells Veloura and Bellagenix has scammed a lot of people. Scambook is full of complaints against them. More than USD10mil in damages have been lodged but I doubt anyone will get their money back.

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