Trexity doesn’t send customer emails directly. Instead, we feed status updates into Shopify’s standard fulfillment system so your store’s existing email templates fire at the right delivery moments — with a working tracking link in each.
This means your customer’s emails:
- Come from your store, not from “Trexity.”
- Use your Shopify branding (the same templates that already send for every other shipping carrier).
- Are configurable in Shopify Admin → Settings → Notifications like any other notification.
The two delivery emails Shopify sends per order
For a typical successful Trexity delivery, the customer receives exactly two Trexity-triggered emails — plus whatever Shopify sends for their order on its own (order confirmation, etc.).
| Subject (Shopify default) | Fires when | Trigger event | |
|---|---|---|---|
| Shipping confirmation | “Your order is on its way” | The driver picks up the package | Trexity status → OUT_FOR_DELIVERY |
| Shipping update / Delivered | “Your order is delivered” | The driver completes the delivery | Trexity status → DELIVERED |
Both emails include a Track your order link that opens the customer’s order status page. That page is where the tracking block (if you’ve added it) shows the live timeline, driver name, and ETA.
What we intentionally don’t email
Some Trexity status updates change the tracking page silently without triggering another customer email. We do this so the customer doesn’t get a noisy inbox:
| Trexity status | What happens | Why no email |
|---|---|---|
ARRIVED_AT_DELIVERY (“Arriving”) |
Tracking page updates | Otherwise the customer gets a “now arriving” email right before the “delivered” one — felt like spam in user testing. |
COMPLETED |
Tracking page updates | Same — pairs with the delivered email; an extra “completed” email adds no value. |
| Pre-pickup states (Accepted, En route to pickup, At pickup) | Tracking page updates | The customer doesn’t care that the driver is en route to your store yet; they care when the driver leaves with their package. |
The tracking page stays accurate the whole time — only the email channel is throttled.
What the customer sees on the tracking page
Whether or not they have the tracking block enabled, the customer’s order status page (linked from every Shopify email) always shows:
- Carrier name: Trexity.
- A tracking link to the live Trexity tracking page (driver name, ETA, map).
- The fulfillment timeline (created → out for delivery → delivered).
With the tracking block added, they also see the live timeline and driver info embedded directly on Shopify’s page — no extra click required.
Other comms triggered by Trexity events
| Event | Goes to | How |
|---|---|---|
| Age-restricted delivery created | Customer | A PIN code is shown on their order status page (not emailed for security). The customer presents the PIN to the courier. |
| Order tagged in Shopify | Merchant (in-app) | TRX: tags update on the order in real time so the orders list reflects current state. No email — these are in-app. |
| Delivery exception (out of zone, error, etc.) | Merchant (in-app) | Tag goes to TRX: Error or TRX: Out of zone. No customer email. You decide whether to contact the customer. |
| Cancellation | — | Trexity doesn’t send a customer cancellation email. Shopify also doesn’t auto-email on fulfillment cancel. If you want the customer notified, do it from Shopify’s order cancel flow or a manual message. |
Customising the customer emails
Because the emails are Shopify’s, you change the wording, branding, and triggers the same way you would for any carrier:
- Shopify Admin → Settings → Notifications.
- Find Shipping confirmation and Shipping update under the Shipping section.
- Edit the template HTML or the subject line as you would for USPS, Canada Post, or any other carrier.
The Trexity tracking link is embedded automatically — no template changes needed to get a working link.
Disabling the emails
You can turn off either email in Shopify’s notification settings. That stops Shopify sending it for all carriers, not just Trexity. We don’t have a Trexity-only opt-out.
Common questions
“My customer says they didn’t get an email.” Check Shopify Admin → Settings → Notifications → Shipping confirmation. Make sure the template is active and the customer opted into transactional emails. Shopify’s notification logs (on the order timeline) show whether the email was sent.
“Can you send an SMS instead?” Trexity itself doesn’t send SMS through the Shopify app. Shopify has its own SMS notification settings you can enable for the same events (Shopify Admin → Settings → Notifications → Customer notifications).
“Why didn’t I get a ‘delivered’ email at the exact moment of delivery?” Shopify queues notifications. There can be a 1-2 minute delay between Trexity’s status update arriving and the customer’s email hitting their inbox.
“Will the customer see Trexity branding in the email?” The email is sent from your store, with your store’s branding. The Track order link goes to your Shopify order status page; the Track with Trexity link from there (and the tracking block, if enabled) shows Trexity branding. Customers see “Trexity” only as a carrier name, not as the email sender.