Shipment Tracking

For Bundle and Marketplace campaigns, you can control who receives shipment tracking emails and how often they are sent. There are 3 notification settings available, ranging from no notifications at all to detailed shipment updates. Every tracking email includes the current shipment status and a link to the tracking page.

Quick Links & Navigation

Use these links to find tracking information directly in the Reachdesk platform based on your order type:

• For Marketplace & Bundle Sends: Track individual gift sends in the Sends tab.

• For Merchandise Builder Orders: Track merch orders in the Orders tab.

• For Stock Shipments: Track large shipments, event orders and warehouse transfers in the Stock Shipments tab.

Where to find notification settings

Update a bundle or marketplace campaign

Open the campaign and go to the Notification options section.

Change settings when sending

Notification preferences are first set at the campaign level, but you can change them for an individual send when you're processing the campaign.

Default notification settings

By default, new campaigns are set as follows:

• Send to sender's email: ON

• Notify only if delivered: ON

• Send to recipient's email: OFF

Note: You’ll need to manually turn on Send to recipient's email if you want your recipients to receive these updates.

Notification settings explained

Send to sender's email

Use this setting to control whether the person sending the gift receives shipment tracking emails.

When Send to sender's email is ON

The sender receives email notifications from support@reachdesk.com when the order status changes to Shipped, Delivered, or Attention status.

About the Attention status:

• Attention appears when something happens during shipping (e.g., a delay). In some cases, the sender or recipient may need to take action. This status also appears when the shipment is out for delivery.

• If the order is already in an Attention status, the sender only receives another notification if the specific disruption is different from the first one.

Notify only if delivered

Use this to limit sender notifications to the final delivery only. This setting can only be used when Send to sender's email is ON.

• When ON: The sender only receives an email when the order is Delivered. They won't get emails for Shipped or Attention.

• When OFF: The sender receives all notifications (Shipped, Delivered, and Attention).

When Send to sender's email is OFF

The sender doesn't receive any shipment tracking emails. Shipment status and tracking info are still available in the Sends tab.

Send to recipient's email

Use this to control whether the person receiving the gift gets tracking updates.

When Send to recipient's email is ON

The recipient receives email notifications from gifts@reachdesk-mail.com for Shipped, Delivered, and Attention statuses. However, if your organization has set up a custom sending domain, the email will reflect the sender's custom company email address.

Example Email

The email content can change dynamically based on sender and recipient details. Fields shown in brackets [ ] are dynamically populated.

Frequently Asked Questions

Which email addresses send shipment tracking notifications?

• Sender notifications: support@reachdesk.com

• Recipient notifications: gifts@reachdesk-mail.com (unless a custom domain is verified).

What notification rules apply to warehouse stock shipments?

Stock shipment notification settings cannot be edited and follow specific rules based on the shipment type:

• Large Shipments: Send to sender (ON), Notify only if delivered (OFF).

• Warehouse Transfers: Only receive Shipped and Delivered notifications.

• Event Shipments: Send to sender (ON), Notify only if delivered (OFF). Event shipments also receive a higher frequency of emails for any shipment change.

Why can't I see a tracking link for my Amazon order? 

For campaigns using the Amazon Gifting integration, tracking links are only available if Amazon uses a standard carrier (like UPS or FedEx).  If Amazon uses its own internal logistics service, the tracking links are private and cannot be shared. 

In these cases, users can still view status updates like Shipped and Delivered within the Reachdesk platform, but the "Link to tracking page" will not be present in the email.

Why can’t I see a tracking link for my order if the status is shipped?

If your order is showing as "Shipped" but you aren't seeing a tracking link, please contact our Support team directly so we can investigate. You can reach us at support@reachdesk.com.