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Shopify Notifications & Duplicate Emails
Shopify sends its own emails to your customers when something happens to an order: when it is placed, shipped, refunded, or ready for pickup. You can find these emails in your Shopify admin under Settings > Notifications > Customer notifications.
EZ Order Printer Email Automation can send emails for many of the same events, with the PDF document attached. If both are on for the same event, your customer receives two emails: one from Shopify and one from EZ Order Printer.
This page explains which emails can overlap and the two ways to make sure customers get only one.
Which Emails Can Overlap
| EZ Order Printer automation tab: trigger | Shopify notification it can overlap with |
|---|---|
| Invoice / Receipt: Order created or Order paid | Order confirmation |
| Invoice / Receipt: Order fulfilled or Order partially fulfilled | Shipping confirmation, local pickup and local delivery notifications |
| Invoice / Receipt: Order cancelled | Order canceled |
| Invoice / Receipt: Order refunded or Order partially refunded | Order refund |
| Refund / Credit note: Refund created | Order refund |
| Packing slip: Fulfillment created | Shipping confirmation, local pickup and local delivery notifications |
| Packing slip: Fulfillment updated | Shipping update |
| Return slip: return triggers (for example Return approved) | Shopify's return notifications |
| Draft order: Draft order created or Draft order updated | Draft order invoice (Shopify sends it only when you click Send invoice on the draft order) |
Which Shopify Notifications Can Be Turned Off
Not all Shopify notifications can be turned off. This decides which option below fits each event.
| Shopify notification | Can you turn it off? |
|---|---|
| Order confirmation | No. Shopify always sends it. |
| Shipping notifications (shipping confirmation, shipping update, out for delivery, delivered) | Yes |
| Order refund | Yes |
| Local pickup notifications | Yes |
| Local delivery notifications | Yes |
Order confirmation is always sent
Because Shopify's order confirmation email can't be turned off, an EZ Order Printer invoice email sent on Order created or Order paid always arrives as a second email. To give customers their invoice in a single email, use Option 2.
Option 1: Use EZ Order Printer Emails and Turn Off the Shopify Notification
Choose this when you want the PDF attached to the email, and the matching Shopify notification can be turned off (shipping, refund, local pickup, local delivery).
- In EZ Order Printer, go to Email automation, open the document tab (for example Packing slip), and set up the trigger you want (for example Fulfillment created).
- In your Shopify admin, go to Settings > Notifications > Customer notifications.
- Open the matching notification (for example Shipping confirmation) and turn it off.
Turning off a notification for one order only
For some notifications, Shopify also lets you skip the email on a single order. When you fulfill, refund, or cancel an order, uncheck Send a notification to the customer before you confirm.
Option 2: Keep Shopify's Email and Add a Download Button
Choose this when the Shopify notification can't be turned off (Order confirmation), or when you prefer customers to receive Shopify's email only. Instead of sending a separate email, EZ Order Printer gives you an HTML snippet. You paste it into the Shopify notification template, and the email then shows a button the customer can click to download their invoice, packing slip, refund receipt, or return slip.
Add the button to the Order confirmation email
- In EZ Order Printer, go to Settings > Download button and stay on the Order tab.
- Next to Embed link to Shopify order confirmation email, click Customize.
- Pick the documents to include, adjust labels and styling, then click Save.
- Click the Copy icon on the Raw HTML code box.
- In your Shopify admin, go to Settings > Notifications > Customer notifications > Order confirmation, then click Edit code.
- Paste the snippet in the email body where you want the button to appear (for example, just below the order summary), then click Save.
See Download Button Settings for details on every styling option.
Add the button to the Draft order invoice email
Follow the same steps on the Draft invoice tab, and paste the snippet into Settings > Notifications > Customer notifications > Draft order invoice.
Stop the second email from EZ Order Printer
Once the button is in Shopify's email, make sure EZ Order Printer doesn't email the customer for the same event. In Email automation, on the matching document tab, do one of the following:
- Turn off Enable to stop the automation completely.
- Or uncheck Automatically send email to customers with attached PDF file. The customer no longer gets the EZ Order Printer email; it still goes to you (if Automatically send email to merchant when triggered by selected action is checked) and to your BCC addresses. This is useful if your accounting or fulfillment team still needs a copy.
Update the snippet after changes
The snippet is plain HTML stored in your Shopify template. When you change the button's labels or styling in EZ Order Printer, copy the new code and paste it into the Shopify template again.
Recommended Setup
| What you want | Recommended setup |
|---|---|
| Customers get their invoice with the order confirmation, in one email | Option 2: add the download button to Order confirmation, and don't send the EZ Order Printer invoice email on Order created / Order paid |
| The invoice or packing slip PDF attached to the shipping email | Option 1: send it from EZ Order Printer (Invoice / Receipt on Order fulfilled, or Packing slip on Fulfillment created), and turn off Shopify's Shipping confirmation |
| A credit note PDF attached when you refund | Option 1: send it from EZ Order Printer (Refund / Credit note on Refund created), and turn off Shopify's Order refund notification |
| Quotes for draft orders | Option 2: add the button to Draft order invoice, or send the quote from EZ Order Printer and don't click Send invoice in Shopify |
Frequently Asked Questions
Why do my customers receive two emails for the same order?
Shopify sent its own notification, and EZ Order Printer email automation sent another one for the same event. Use Option 1 or Option 2 above for that event.
Can I turn off Shopify's order confirmation email?
No. Shopify always sends the order confirmation email. To include the invoice in it, add the EZ Order Printer download button to the Order confirmation template (Option 2).
Does the download button replace the PDF attachment?
Yes. Shopify notifications can't carry attachments from apps, so the button links to the document instead. The customer clicks it to download the PDF generated with your EZ Order Printer template.