Email Notifications
What this does
Teamship sends automatic emails when important things happen: a new order is created, an order is received or ready to ship, someone comments on an order, stock falls below a threshold, or a user needs to sign in or reset a password.
Most emails are controlled by notification settings on each user's profile. Teamship also watches for addresses that hard bounce and stops sending to them until the address is fixed.
This page covers emails only. For the in-app messages on an order, see Order Messages.
When to use this page
- A user or customer says they aren't getting order or comment emails
- You're setting up a new user and deciding which emails they should receive
- The User Directory shows a count of undeliverable email addresses
- A customer wants their own end customers to get a shipping email for manual ecommerce orders
How emails look
- Every email shows the organization logo if one is set in Organization Settings. Otherwise it shows the Teamship logo.
- Order emails include a button that opens the order in Teamship.
- Comment and order-created emails to customers end with a note that the email is system-generated and replies are not monitored.
Emails sent to warehouse users
Warehouse roles (admin, org admin, warehouse manager, warehouse user) receive these emails for warehouses assigned to them, if order notifications are enabled on their profile.
| When it's sent | What it contains | |
|---|---|---|
| New shipping order | Any user creates a shipping order of any type, or a shipping order is imported from a shopping cart | Customer name, order number, SKU count, order type, warehouse, pickup/ship ETA (empty for ecommerce orders), shipment ID, ship-to details |
| New inventory order | Any user creates an inventory order of any type | Customer name, order number, SKU count, ETA, warehouse, PO number |
| Comment notification | Anyone posts a comment on an inventory or shipping order | Commenter, message, date and time, any attachment, and a Reply button that opens the order's comment section |
| Threshold alert | Daily, when stock for a SKU is below its threshold | A CSV report of the SKUs that breached their thresholds |
| Account on Hold / Bad Standing | A customer's account standing changes | Sent to admins |
💡 The separate Ready for Release email to warehouse users has been retired. The same information is in the Ready to Ship email.
Org admins
Org admins do not receive every email automatically. Like any other user, they only receive the emails turned on in their own profile.
Emails sent to customers
Customers (and child users, if enabled — see below) receive:
| When it's sent | What it contains | |
|---|---|---|
| Inventory order created | The customer's inventory order is created | Order number, order date, total SKUs, warehouse. Tells the customer the warehouse is standing by for their shipment. |
| Shipping order created | The customer's shipping order is created | Order number, order date, total SKUs, warehouse, shipment ID, ship-to details |
| Order received | An inventory order is marked received/completed | Confirms which warehouse received the order |
| Order ready to ship | A shipping order is packed and ready for carrier pickup | Pallet dimensions for bulk orders, or tracking URL for ecommerce orders |
| Comment notification | Anyone posts a comment on the customer's order | Same as the warehouse version |
| Threshold alert | Daily, when a SKU breaches its threshold | A CSV report of the customer's SKUs below threshold, across all their warehouses |
Order-created emails remind the customer they can return to the order at any time and send notes to the warehouse from the order's Messages section.
Child users
On a child customer's profile, a notifications section lets you turn on order and comment notifications. When enabled, the child user receives the same emails as the parent.
- The parent customer can view the notification settings of their active child users.
- When an account is unlinked or deactivated, all of its notification settings are switched off.
Emails sent to end customers
For manually created ecommerce orders, Teamship can email the customer's own end customer when the order ships.
To turn it on:
- Open the customer's user detail page.
- In Ecommerce Settings, find Email settings for end customers.
- Tick the checkbox. A read-only preview of the email appears.
- Save.
The email:
- Has the subject "Your order from [Customer Company Name] is on the way!"
- Is addressed to the end customer by name, and includes the order number and a link to track the shipment
- Is sent after the order is closed, and only if the order has a label
- Goes to the email address in the order's shipping details
⚠️ This applies to manual ecommerce orders only. Orders imported from a storefront don't trigger it. A back order that is later converted to an open shipping order counts as imported.
The ship-to email field is optional on manual orders. For imported orders it's filled from the integration when the storefront provides it.
Account and report emails
These are sent regardless of notification settings:
- Invitation emails when a user or org admin account is created (with password setup enabled on the user)
- Reset Password emails when an active user selects Forgot Password
- Some large exports and reports are delivered by email when they're ready, rather than downloaded immediately
The invitation link only works for the address it was sent to. It can't be used to sign up with a different email.
Notification settings
Notification settings are on each user detail page. See Create and Manage Users.
| Setting | What it controls | Default |
|---|---|---|
| Order notifications | Order created, received and ready-to-ship emails | Off |
| Comment notifications | Emails when a comment is posted on an order | Off |
| Threshold Alert Recipients | Addresses that receive threshold alert emails | Empty |
| Email settings for end customers (Ecommerce Settings) | Shipping email to end customers on manual ecommerce orders | Off |
⚠️ Order and comment notifications are off by default for new users. If a user expects emails, check these first.
Threshold alert recipients
Threshold emails go to the addresses entered in the Email Alert Recipient field. The field is available on customer profiles and on warehouse role profiles (admin, org admin, warehouse manager, warehouse user, accounting).
- Recipients can be set per warehouse, so different people can be alerted for different warehouses.
- On a warehouse role profile, choosing a warehouse sends alerts for every customer in that warehouse.
- Addresses that belong to a warehouse user get the warehouse format. Customer addresses, or addresses not in the User Directory, get the customer format.
- Alerts are sent once a day. Each SKU appears once per report and drops off once stock is back above the threshold.
- Threshold checking starts only after a product's first inventory order is received. For kits, every child product must have had its first inventory order received.
For setting thresholds, see Replenishment and Create and Edit Products.
Bounced emails and suppression
When an email hard bounces (the receiving mail server confirms the address doesn't exist or can't accept mail), Teamship stops sending to that address.
What happens on a hard bounce
- Teamship regularly checks for hard bounces from its email provider.
- The address is marked Undeliverable, and the bounce date and time are saved on the user.
- While the address is Undeliverable, Teamship skips every email to it. Emails are not queued or retried later.
This applies the same way to warehouse users, customers and child users.
Soft bounces (for example a full mailbox or a temporary server problem) are ignored. The address isn't flagged and emails keep sending.
Posting a comment never fails because a recipient's address is undeliverable. The comment is saved as normal.
Where you see it
User Directory
- A count of flagged emails appears at the top right, with a tooltip explaining what it counts.
- Selecting the count opens a popup listing every hard-bounced address that still has order or comment notifications enabled. Each row links to the user's detail page.
- Child users appear in the popup with their parent account ID, even though child users aren't listed in the User Directory itself.
- The popup explains that notification emails won't be sent to these addresses and how to resolve them.
- Warehouse users see their own organization's addresses. Internal admins see all organizations.
User detail page
- Shows the hard bounce date and time, with a tooltip saying notification emails won't be sent to this account.
How to clear it
Only changing the email address clears the Undeliverable status.
- Open the user from the User Directory popup or the directory itself.
- Update the email address to a working one.
- Save.
Emails resume automatically on the next triggering event. If the new address also hard bounces, it's flagged again with the new date.
These actions remove the user from the popup but do not resume sending — the address stays suppressed and the bounce date stays on the detail page for the record:
- Turning off order and comment notifications
- Deactivating the user
Editing other fields, reactivating the account or turning notifications back on does not clear the status either.
Roles and permissions
Admin, org admin, warehouse manager, accounting
- Update the email address of any user, which clears a hard bounce
- Configure notification settings and threshold alert recipients on user profiles
- See the bounced-email count and popup in the User Directory (internal admins across all organizations)
Other roles (including customers)
- Update the email address on their own account and their child accounts only
- Customers can view the notification settings of their active child users
Common issues
| Issue | Likely cause |
|---|---|
| A new user gets no order or comment emails | Order and comment notifications are off by default. Turn them on in the user's profile. |
| A user stopped getting all emails | Their address hard bounced and is suppressed. Check the bounce date on their detail page and update the email address. |
| Turned notifications back on but emails still don't arrive | The address is still Undeliverable. Only changing the email address clears it. |
| An org admin isn't getting order emails | Org admins only get emails enabled on their own profile |
| A child user doesn't get the parent's emails | Order or comment notifications aren't enabled on the child's profile, or the child was unlinked or deactivated |
| End customer didn't get a shipping email | The order was imported, has no label, has no ship-to email, wasn't closed, or the setting isn't ticked on the customer |
| A SKU isn't in the threshold report | The product (or a kit's child product) hasn't had its first inventory order received, or no recipient is set for that warehouse |