When a customer chooses delivery to a pickup point but does not select a specific point, ShipDock emails them a reminder with a link to their order, where they can pick the point. This guide shows how the reminder works, how to set it up and how to send it again by hand.
A customer places an order with a pickup point shipping rate but without a pickup point. This is common on stores without Shopify Plus, where customers pick the point after ordering.
If Enable email reminder is on, ShipDock schedules the reminder for this order.
About 5 minutes after the order, ShipDock checks the order again. If no pickup point is saved on the order yet, the reminder goes to the order's contact email.
The email button opens the customer's Order status page, where they select the pickup point.
The automatic reminder is sent once per order. It is not sent when a pickup point was selected in those 5 minutes, either by the customer or by you in Orders, or when Enable email reminder was turned off in the meantime.
Note: The reminder is scheduled when the order comes in, and only if Enable email reminder is on at that moment. Turning it on later does not send reminders for older orders. Use Send reminder for those (see below).
Enable email reminder is on. It is on by default for new stores.
Sender name and Reply to email are filled in. New stores start with your shop name and your shop's email.
The order has a contact email.
The Pickup point selector block is on the Order status page. Without it, the link in the email opens a page where the customer cannot pick a point. See How to add the pickup point widget to the Thank you and Order status pages.
Plan: the email itself works on any ShipDock plan. The Pickup point selector block needs a paid plan (Lite or higher), and sending from your own domain needs the Full plan.
In ShipDock, open Settings → Notifications.
In the Customize email reminder card, check Enable email reminder.
In Sender name, enter the name customers see as the sender.
In Reply to email, enter the address that gets the customers' replies.
Click Save in the save bar.
Click Customize email to edit the texts and design.
Note: On some older stores the card shows Email subject and Email message instead of Customize email. That is the older editor: keep both fields filled in, or the reminder is not sent. The banner Switch to new more intuitive Email Editor moves you to the Email customizer. The switch cannot be undone and you will need to enter your texts again.
The Email customizer opens full screen, with the settings on the left and the preview on the right.
Choose the language with the language button at the top. Your store's default language is under Default, other store languages under Secondary.
Fill in Subject, Title, Subtitle, Message, Button and Signature. An empty field shows its fallback text as a placeholder.
Repeat for each language you want to cover.
HTML works in every field, for example a logo image in Title. The Button already links to the Order status page, so you only enter its text. For order numbers, the shop name and other variables, see Liquid variables for the pickup point reminder email.
Which language the customer gets: ShipDock uses the language of the order. For each field it takes your text in that language, then in the same base language (for example de for de-AT), then in your store's default language. A field that is empty everywhere uses the built-in English text, such as Select pickup point for order 1001 in the subject.
On the Customizations tab, open Title, Subtitle, Message, Button or Signature and set:
Color of the text
Style: Normal, Bold or Italic (not for the button)
Background of the button
Text size, 10 to 50 px
Switch between the mobile and desktop preview above the email. The preview uses sample order values.
To get a real email, click Send preview at the top. In Email Preview, enter your address in Test email and click Send email test. The test uses your store's latest order and the language you have selected.
Click Save in the save bar.
By default the reminder comes from ShipDock's shared address [email protected], shown with your Sender name. Replies go to your Reply to email.
On the Full plan you can send it from your own domain (for example [email protected]) in the Custom Sending Domain (BETA) card on the same page. This is a beta feature. You add DNS records at your domain provider and verify them in ShipDock. On other plans the card shows Unlock this feature with the Full plan. If your plan drops below Full, reminders go back to the shared address.
You can send the reminder by hand at any time, also when Enable email reminder is off:
Open Orders in ShipDock.
In the row of an order without a pickup point, click Show next to the red warning icon.
In the message Pickup Point is missing. The user probably did not select it., click Send reminder.
Send reminder also appears when creating a label fails because the customer didn't select a pickup point. After sending you see Email sent.
The automatic reminder always goes out about 5 minutes after the order. For a different timing or your own conditions, use the ShipDock action Send pickup point reminder in Shopify Flow. It sends the same email at the moment your workflow decides, also when Enable email reminder is off. If both are on, the customer can get two emails, so turn the automatic reminder off or use the action's Minimum hours since the last reminder. See How to send the pickup point reminder from Shopify Flow.
The reminder was not sent.
Enable email reminder was off when the order came in, or Sender name or Reply to email is empty. Fix the settings, save, and use Send reminder for that order.
A pickup point was selected within 5 minutes, so no reminder was needed.
The order's shipping rate is not set up as a pickup point rate of a courier in ShipDock, so ShipDock did not treat it as a pickup point order and no reminder was scheduled. See How to set up shipping rates.
The order has no contact email.
The customer did not get it. Ask them to check spam. Sending from your own verified domain usually helps deliverability.
The link opens a page without a pickup point selector. Add the Pickup point selector block to the Order status page.
The email is in the wrong language. Fill in the texts for that language on the Content tab. Missing fields fall back to your default language.
A variable shows nothing or the raw template. Check the spelling and the Liquid tags, see Liquid variables for the pickup point reminder email.
