The "Order Not Fulfilled Yet" campaign fires when a paid order has not been fulfilled within the time period you set. It's designed for proactive communication with customers who are waiting for their order to ship.
When it triggers
This campaign fires after a set delay following order payment if and only if the order has still not been fulfilled (shipped) by that point. If the order ships before your delay expires, the email is cancelled automatically and never sends.
Use cases
- Proactive delay notice — let customers know their order is being processed and set expectations about shipping timeframes
- Pre-order updates — for stores with pre-orders or made-to-order products, keep customers informed about their order status
- Backorder communication — notify customers if a product is on backorder and give them an updated timeline
- Internal trigger — use this as a signal to review orders that may have slipped through the fulfillment cracks
Setting the delay
The delay should match your expected fulfillment time. Common configurations:
- Standard fulfillment — if you typically ship within 1–2 business days, set the delay to 3 days so customers are only emailed if you're running behind
- Custom/made-to-order products — set the delay to match your production time (e.g., 7 or 14 days) to proactively communicate before customers start wondering where their order is
Tip: Be transparent and reassuring
If a customer is receiving this email, they've been waiting longer than expected. Acknowledge the wait, give them a realistic timeline, and let them know how to contact you if they have questions. A proactive, honest email prevents frustrated support tickets.
Filtering
You can limit this campaign to specific products (e.g., only for custom or made-to-order items) using product filters. See Filters and Targeting for details.