Rules to prevent shipment confirm email to certain customers (e.g. eBay GSP)
Certain customers shouldn't receive confirmation e-mails regarding their shipment, such as those that place orders through eBay's Global Shipping Program. eBay recommends that these customers do not receive communication from sellers regarding the shipping address and tracking number since it creates confusion when the customer sees a shipping address in Erlanger, KY.
Allow for e-mail exclusion rules in the store setup. This will allow us to exclude certain groups of customers, such as eBay GSP, from the regular e-mails that are sent.
If this is too involved, at a minimum, allow for an option in the eBay store setup to exclude confirmation e-mails to eBay GSP customers.
My apologies on being unfamiliar with GSP orders @guntap! I’ve come up with a better solution if you haven’t figured it out already. The rules are similar though, instead of saying “don’t send an email to GSP orders” it will say “only send an email to non-GSP orders”.
If you’ve followed the steps in this article to apply an order tag to your GSP orders (https://help.shipstation.com/hc/en-us/articles/206639637) then you can create a rule that says: “Order tags do not include (your GSP tag name), use email template for…” Be sure to add this rule after/below the rule that tags your GSP orders.
You can also become more specific in case you have other stores that do not need to be affected: If store = ebay and if order tags do not include (your GSP tag)… use email template for …"
Although this isn’t an optimal solution, this will be something that can help you get through these special type of orders today while we continue to gather information on this idea.
Hey @guntap, thanks for the update! If your customers haven’t received an email notification because of this, you can try to resend shipment confirmations from the Shipments page even if the template was set to (don’t send email)—just open the order on the Shipments page, select a template, close the window, and select “Resend Confirmation”.
I took a look at the rule you’ve set up and it looks like it will properly send a shipment confirmation to your non-GSP orders. It’s possible that this is an eBay-specific issue that may not allow this type of workflow unfortunately I’m not able to create an eBay test order to confirm this. I would reach out to our folks via chat to see if they can dig into this a little bit more for you.
Another thing you can do is create a unique shipment confirmation email template (or delivery email template, if feasible) for your GSP orders and have an automation rule apply this new template to orders with the GSP tag. The email template could say something like “We’ve begun to process your order” or “Your order is on its way” and can be edited to not include addresses or tracking numbers.
I tried the suggestions you provided and no e-mails are being sent. In the eBay store settings, I turned off the shipment notifications e-mails (per your first post) then I created a rule that says if the order tags do not include GSP and store equals eBay, then use e-mail template for shipment notification (e-mail template chosen). Perhaps you can clarify why the e-mails are not being sent.
Matt Beck commented
For ebay sellers wanting to use Delivery Notifications there should be an option to exclude packages that are being sent to ebay's Global Shipping Program. This would prevent international buyers from receiving delivery confirmations when the package has arrived at ebay's facility.
We receive GSP orders daily. As of now, these are the only orders that should be excluded from the email confirmations. On several occasions, we've had GSP customers contact us asking why their shipment is going to Erlanger.
I'll review the instructions you've posted to see if it'll work for the time being. But the GSP exclusion should be considered for the eBay store setup as eBay specifically states in their GSP program details that sellers are not supposed to send e-mails to the customers with shipment details. This is managed by eBay/Pitney Bowes with an international tracking number.