How it works

Follow these 7 simple steps to get email notifications when packages take longer than expected to deliver

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Fulfillment Status is In Transit
App connector: Tracktor • Time to complete: 0 minutes (Auto-configured)
Why this matters: This trigger activates the workflow whenever a package enters "in transit" status, establishing the starting point for tracking delivery timeframes.

This step automatically monitors all fulfillments in your store and triggers when Tracktor detects a package has moved into transit status. No configuration is needed - the system will detect this status change across all your shipments and begin the delay countdown. When triggered, it passes the fulfillment ID and tracking details to the next step for processing.

Delay
App connector: Delay • Time to complete: 1 minute
Why this matters: This creates the waiting period that defines when a delivery becomes "delayed" - without this pause, notifications would send immediately when packages ship.

Set how many days to wait before considering a package overdue by entering a number in the "How many days would you like to wait?" field. The default is set to 20 days, which works well for most shipping methods including international deliveries. The delay runs in the background and automatically proceeds to the next step only after the specified time period has passed.

Retrieve Fulfillment
App connector: Tracktor • Time to complete: 0 minutes (Auto-configured)
Why this matters: This step fetches the current tracking status to verify the package still hasn't been delivered before sending a notification email.

The workflow automatically retrieves updated fulfillment information using the original fulfillment ID from the trigger. This includes the latest tracking status, delivery confirmation, and current package location. No configuration is required - it pulls fresh data to ensure accuracy before proceeding with notifications.

Filter
App connector: Filter • Time to complete: 0 minutes (Auto-configured)
Why this matters: This prevents sending unnecessary emails by checking if the package was actually delivered during the delay period.

The filter automatically compares the current package status against "delivered" to confirm the package is still undelivered. If the package was delivered during the waiting period, the workflow stops here and no email is sent. Only packages that remain undelivered after the delay period continue to the next steps.

Retrieve Order
App connector: Tracktor • Time to complete: 0 minutes (Auto-configured)
Why this matters: This gathers customer contact information and order details needed to personalize the delay notification email.

The workflow automatically fetches order information including the customer's email address, full name, order number, and purchased items. This data comes from the original order associated with the delayed fulfillment. The retrieved information feeds directly into the email template to create personalized customer communications.

Retrieve Shop
App connector: Shopify • Time to complete: 0 minutes (Auto-configured)
Why this matters: This pulls your store name to sign the notification email, making it appear as an official communication from your business.

This step automatically retrieves your shop's name and details to include in the email signature. This ensures customers receive notifications that clearly identify your store as the sender. The shop name appears at the bottom of the email template in the sign-off line.

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Send Email
App connector: Email • Time to complete: 2 minutes
Why this matters: This delivers the actual notification to customers, keeping them informed about their delayed package and maintaining trust through proactive communication.

This step sends a personalized email to the customer using their order email address with the subject line "Sorry your package is taking so long!" The email body includes their name, order number, list of delayed items, tracking URL, and your store's contact information. You can customize the email subject and message content to match your brand voice and customer communication style.

Make it your own

Customize this workflow even further:

Set custom delay periods
Adjust the delay duration based on shipping methods - use 7 days for domestic express, 14 days for standard shipping, or 30 days for international orders.
Add order value conditions
Filter notifications to only send for high-value orders above a certain threshold, focusing your customer service efforts where they matter most.
Connect to customer service tools
Link this workflow to Help Scout or Zendesk to automatically create support tickets for delayed packages, giving your team visibility into potential customer concerns.
Store delay data in tables
Save delayed shipment information to track patterns, identify problematic carriers, and measure delivery performance across different shipping methods.

Frequently asked questions

Can I send different delay notifications for different shipping methods?
Currently this template uses one delay period for all shipments. To customize by shipping method, you'd need to add filter conditions that check the shipping service name and route to different delay periods accordingly.
What happens if a customer's email address is invalid or they don't receive the notification?
The email step will log delivery failures, but the workflow doesn't include retry logic. Consider adding your customer service email as a BCC recipient to track which notifications might not reach customers.
Will this send multiple emails if I have several delayed packages in the same order?
Yes, since this triggers per fulfillment, customers could receive separate delay notifications for each delayed package in their order. If you prefer one email per order regardless of fulfillment count, you'd need to add logic to group by order ID first.
What is a template?
MESA templates are fully pre-configured workflows built and vetted by Shopify Experts. Unlike competitor templates that provide basic scaffolds requiring extensive setup, MESA templates come with all data variables properly mapped, required fields configured, and steps ready to activate. You can turn them on immediately and start automating.
Can I customize a template?
Absolutely! While our templates work out-of-the-box, every step can be personalized to match your exact business requirements. Add conditional logic, integrate additional apps, or build more sophisticated workflows. MESA's templates provide a solid foundation that you can expand as needed.
Are templates free?
Yes! Our entire library of expert-built, production-ready templates is free to use. Unlike platforms that charge for premium templates or provide only basic scaffolds, MESA gives you access to hundreds of fully-configured, vetted workflows at no additional cost.

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