Tracking emails | Set up tracking emails

Customized tracking emails are a must-have marketing tool. They are also a great way to ensure long-term customer loyalty and master your brand image. Learn how to configure them in the easiest and fastest way possible to make sure it becomes a growth lever!

📦 Tracking emails are only available with our Delivery Pack. Interested? Contact our support team

Set up tracking emails

To activate your tracking emails, go to Buyer Experience > Customization, select an experience, open the "Tracking email" menu (on the left), and choose "Active".

Then all you have to do is configure your emails as you wish! Make sure not to skip any of the below-mentioned steps to give more visibility to your brand and increase your sales! ⤵️

Add your brand assets

In the General settings menu, fill in your branding assets, your support links & your social media links. This information will be added to your tracking emails (as well as to your tracking page and return portal if you set them up as well).

Add marketing banners

In the Tracking emails menu, add customized marketing banner to highlight your offers, present your new product collections, display referral programs…

🏞️ Preferred format

  • Comply with the minimum aspect ratio of 1200 x 400 pixels - squares can render well too
  • Choose a supported format, either JPG, PNG or GIF (which usually has a high click rate, although it can not be compatible with all client mailboxes)
  • Test the visual experience across various screen sizes, from small mobile screens to larger desktop monitors, by clicking on “Send test email” and visualizing it on multiple devices

💡 Looking for more tips? Take a look at this article for amazing marketing banners!

Activate predictive emails

Proactively informing buyers of the exact route of their items will give them more contextual information and limit the contact rate! 🥰

83% of shoppers say that they expect regular communication about their packages (source). Bigblue now enables merchants to send predictive emails.

Carrier delay Sent when the carrier is facing a delay and exceeds the estimated date
Pickup point collect reminder Sent for pickup point deliveries, when the order has still not been picked up 2 days before the deadline

Hence, to avoid failed deliveries and decrease support volumes: activate predictive emails.


When will my customers receive emails?

Your customers will receive tracking emails:

  • once the order is prepared (only if the tracking page is activated)
  • once the order is shipped
  • once the order is delivered
  • once the order is available for pickup
  • if the delivery attempt fails
  • (optional)
    • if there is an invalid address or contact detail
    • if the carrier is experiencing a delay
    • if the order is still waiting at a pickup location (as a reminder)

If you activated the return portal, return emails will also be sent:

  • once the return is requested by buyers, with specific instructions
  • one the store credit is triggered (if you have activated store credit and if the buyer selected it)
  • once the return is reviewed at the warehouse in other cases

What language is used in tracking emails?

🇪🇺 E-mails will be sent in the user language (French, Spanish, English & German) we get from the CMS. The default language is English. 

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