Can you disable emails being sent when an order is marked as shipped?

[thesewingstage]

Hi - does anyone know if you can disable emails being sent when an order is marked as shipped?  I use a 3rd party provider and they take care of sending shipping notification emails - I don't want customers to get two of them.

Thank you.

[isabelle · Accepted solution]

Hey @thesewingstage-

Thanks for posting in the Seller Community.

At this time there isn't a way to disable those order confirmation or order shipped emails. Sorry about that! Maybe this is a feature we'll be able to offer in the future. Thanks for surfacing this. 

[Travis2021]

So when I do a refund for my customer, they later (1 or 2 days later) get an email saying item has been shipped. They get confused if I was shipping out another item. How do I disable this? Or can you guys correct this glitch in your system please!

[Joe]

Hi there, @Travis2021 - thanks for reaching out. Something sounds off here, for sure. 

Are you physically marking your orders as 'shipped' even after you have refunded the original transaction? I believe that refunding the order should remove the order from pending shipments available to be managed.

I would recommend flagging this over to our Support Team directly when you can. If there is any sort of software glitch, they should be able to track it down. 

[Jesshodges]

I have the same issue in my order section of square.  Refunded orders still appear for me to ship.  There is no way to remove the order with out marking it as shipped. (or picked up) 

[BernadetteA]

Thanks for reaching out, @Jesshodges and Welcome to the Community 🎉

I agree with @Joe that it sounds like something is not working properly. Have you had a chance to reach out to the support team about this? A rep will be able to confirm for certain if this is working as intended, or a possible bug. 

[BandBBakery]

Why is there not a way to remove all email communication between the seller and buyer?

When I confirm an order is "ready" and for "pick up" the customers receives two emails?

it's redundant, especially that i text my customers their orders are ready.

It floods the customers emails with 2 extra emails that don't need to be there. 

Please allow the sellers to not email the buyers everytime their order is ready!

[CoffeeWFriends]

I completely agree with what the others are saying. This did not used to be the case. I remember not long ago when I did have the option to not send an email when I marked an item shipped. Something must have changed in the system. I don't like this. Those who program the system need to change this immediately.

I sometimes don't have time to mark my shipments or deliveries as shipped right when it happens. Then when I mark them shipped, I get contacted by my customers saying they are confused. "Did you ship my items again? I already have them." 

I need the ability to not send an email to my customers. If there is no way to avoid sending the email, then I will have to choose to not mark the orders as shipped to avoid confusing my customers.

Please change this ASAP.

[JJ_]

Hello @CoffeeWFriends and @BenefitsLink

At this time this would be a Feature Request because disabling shipped notifications or order notifications to Sellers is a Service required to keep customers (cardholders) aware of the process their order is in. 

We continue looking for ways to make Square Online a more efficient tool every day. I will pass this feedback over to our Product team so they can take this into consideration.

P.S. Welcome to the Seller Community 

[BenefitsLink]

Maybe there needs to be a separate setting for "digital products" -- any kind of download, or (as in our case) digital advertising. 

In both cases, the product is delivered at the same time payment is made -- so there's no "shipping" involved.  The order is "complete" at the time of payment.

For this type of product, as long as the customer gets a receipt, they should have all of the "order progress" information they need.

(You might want to include that in the "feature request" thinking.)

[JJ_]

Thanks for this explanation. Will make sure to update this thread with any updates on this. 

[CoffeeWFriends]

Not long ago in Square, it was possible to uncheck a box so an email did not go out to the customers. So I had the choice of sending an email or not. I liked that option. I used it.  This is something that could happen again.

Square should not be dictating my company’s process and procedures.

[Ria]

Hi @CoffeeWFriends - Welcome to The Seller Community, it's always nice to see a new face 😊

We appreciate you sharing your request. While there is no time frame for when it will be implemented, i'm happy to make sure our engineers have eyes on your request. 

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨

[BenefitsLink]

Agree -- needs to be a way to disable emails when orders are marked as "completed".  I can basically never mark an order as "completed" without confusing my customers.

[sangoflowers]

I have the same problem with orders and customers!!

[BernadetteA]

Hi @sangoflowers 👋 

I do not believe it is possible to bypass the alert notification if you are managing the order through the Square dashboard.

However, there is an option to toggle off Notify customer by email  if you mark the order as Shipped from the Square Online dashboard under the Orders tab. 

This may be what you were referring to @CoffeeWFriends? 

[Amyeichlerart]

Has this feature now been removed from both desktop Square Online Orders and the regular desktop Square Dashboard?  Now that they're merging, it seems to have disappeared from both.  I can find the toggle option to "notify customer by email" on the Weebly app order list, but nowhere else.  Is this how it's working for you too?

[BernadetteA]

Hi @Amyeichlerart 👋

I still have the option in my test account, but I do see a banner that says order management will be disabled from the Square Online dashboard on March 26th.

What is the URL of your website? I can double-check from my end to see if I still see the option.

[jehedges]

The option to NOT notify customers when an order is completed has absolutely been removed and this needs to be rectified.  We have an internal process of shipping orders and need a way to mark orders completed in the system without notifying customers automatically.

[jehedges]

@Lou8 can you look into this situation?  Prior to the Online Orders page merging onto the Orders page, we had the ability to mark an order complete followed by unchecking a box to NOT notify the customer that the order has shipped.  This option has been removed in the new Orders system.  This is an option we had that has now been taken away.  What can we do to get the option bacK?

[HTVFDAuxiliary]

I had old orders as not completed in my Desktop Dashboard Order section, so went through and marked them completed. There were a lot so I did a large batch at a time. I chose to skip tracking and selected Do Not Send Notification, which in turn made me confirm my selection. I did confirm not to notify my customers, but notifications were sent. Needless to say, I have been receiving messages from hundreds of customers who are confused. What changed??? Why give me an option not to send a notification and then send them anyway???