thread Re: Customers Not Recieving Shipped Email? in Payments Troubleshooting

Customers not receiving "Shipped" email notifications

annabelle12 — Sun, 21 Sep 2025 05:56:14 GMT

The title of this thread has been edited by a Square Moderator from the original: "Customers Not Recieving Shipped Email?"

I’m new to square so maybe i’m doing something wrong! for all my shipped orders, my customers are not receiving emails stating their order has been shipped. Am i doing something wrong? I do not pay for any subscription. I mark it as shipped & include the tracking information. I buy the label from PirateShip currently.

Re: Customers Not Recieving Shipped Email?

_Violet — Thu, 08 Aug 2024 20:23:24 GMT

Hi @annabelle12 - Thanks for reaching out to us here on the Square Seller Community👋

I'm sorry to hear that your customers aren't receiving these emails. I'm going to ask a couple of clarifying questions to better understand this issue.

Are you able to confirm that your customers have received other emails related to their order status, just not the shipping emails specifically?

Are these orders placed directly through your Square Online store or through another source?

We'll keep an eye out for your reply!

Re: Customers Not Recieving Shipped Email?

annabelle12 — Fri, 09 Aug 2024 10:19:16 GMT

They have recieved their invoice emails, and when they are paid! I don’t have a “store” so I send invoices that they pay through.

Re: Customers Not Recieving Shipped Email?

_Violet — Fri, 09 Aug 2024 21:40:05 GMT

Thanks for confirming, @annabelle12! I'm reaching out to the Invoices product team so they can take a look into this for us.

Re: Customers Not Recieving Shipped Email?

_Violet — Thu, 09 Jan 2025 22:13:45 GMT

Hello again @annabelle12 👋 Apologies for the delay here, but thank you for your patience 🙏

Our Invoices Product Team let me know the following: "We only send emails on shipped orders if they purchase the label through Square or Shippo. If it's an external tracking number we do not support that."

You mentioned in your initial post that you purchase your shipping labels through PirateShip, so this would explain why your customers have not been receiving emails notifications once you've marked their orders as "shipped".

I hope this information is helpful but please do let me know if you have any additional questions.