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Process Runbook / SOP
Shipping and Tracking Notification
[YourCompany.com] · Fulfilment Department · Prepared by FullSpec · [Today's Date]
This runbook is your plain-English operating guide for the Shipping and Tracking Notification automation. It tells you exactly what the system does on its own, where your team steps in, how to handle anything that goes wrong, and who to call when you need help. FullSpec built, tested, and launched every automated step described here. Your team owns the day-to-day monitoring and the small number of human actions that remain.
01Process overview
Every time an order is marked as shipped in ShipStation and a tracking number is attached, the automation fires immediately. The Shipment Event Listener picks up the event, pulls the matching Shopify order record, and builds the correct carrier tracking URL. The Notification Dispatch Agent then sends a branded Klaviyo tracking email to the customer, logs the send in Google Sheets, and posts a batch summary to Slack. At roughly 100 shipments per week, this replaces six hours of manual coordinator work with two lightweight human checks: reviewing the Slack digest and handling any genuinely bounced emails.
Process name
Shipping and Tracking Notification
Trigger
An order status changes to 'Shipped' in ShipStation and a non-null tracking number is written to the order record
Final output
A branded Klaviyo tracking email delivered to the customer, a new log row in Google Sheets, and a Slack digest summary posted to the fulfilment channel
Agents running
Shipment Event Listener; Notification Dispatch Agent
Tools involved
ShipStation, Shopify, Klaviyo, Google Sheets, Slack
Weekly volume
Approximately 100 shipments per week
Human checkpoint
Review the daily Slack digest and action any flagged bounced or missing-email orders
Process owner
[Your name] — Fulfilment Manager
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02Step-by-step: what happens and who acts
What you actually need to do: There is only one human step in this process. Each day, open the Slack digest posted to your fulfilment channel and review the summary. If any orders are flagged with a missing or undeliverable email, locate the correct contact detail and update the record so a notification can be sent. Everything else runs automatically.
Step
What happens
Who acts
Type
1
ShipStation registers an order as shipped with a tracking number attached. The automation platform detects this event via a webhook or polling call and begins the workflow immediately.
Automation
Automated
2
The Shipment Event Listener retrieves the full order record from Shopify using the order ID, collecting the customer name, email address, order number, and line item details needed for the notification.
Shipment Event Listener
Automated
3
The agent checks whether a valid customer email address is present on the order record. If a valid email exists, the workflow continues to the send step. If no valid email is found, the order is flagged and routed to a manual review queue.
Shipment Event Listener
Automated
4
The carrier code and tracking number are combined to construct the correct carrier tracking URL for the shipment. The URL format is matched to the active carrier mapping configured during the build.
Shipment Event Listener
Automated
5
The Notification Dispatch Agent triggers the pre-built Klaviyo transactional flow, passing the customer name, order number, carrier name, and tracking URL into the template. Klaviyo dispatches the branded email immediately.
Notification Dispatch Agent
Automated
6
A new row is appended to the Google Sheets fulfilment tracker recording the order ID, customer email, tracking number, carrier, send timestamp, and the delivery status returned by Klaviyo.
Notification Dispatch Agent
Automated
7
A Slack digest message is posted to the designated fulfilment channel summarising how many tracking emails were sent in the past 24 hours and flagging any that failed to deliver or were held for missing email review.
Notification Dispatch Agent
Automated
8
You or your designated team member opens the Slack digest, reads the summary, and takes action on any flagged orders. This means locating a missing customer email or resending a notification that could not be delivered automatically.
Fulfilment Coordinator
Human
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03Handling exceptions
Situation
What the system does
What you do
Customer email address is missing or blank on the Shopify order record
The Shipment Event Listener detects that no valid email is present at step 3. The order is removed from the automated send queue and flagged in the Slack digest with the order number and the reason it was held.
Open the flagged order in Shopify, locate or confirm the correct customer email, update the record, and manually trigger a notification send or forward the tracking details directly to the customer.
Tracking number is a duplicate or has already been processed
The automation checks the Google Sheets log before sending. If the tracking number already appears in the log with a 'Sent' status, the workflow skips the send step and records a 'Duplicate skipped' entry rather than firing a second email.
No immediate action is needed. If you see an unexpected spike in duplicate entries in the Google Sheets log, contact FullSpec at support@gofullspec.com so the carrier data source can be reviewed.
Carrier code is not found in the tracking URL mapping
The tracking URL builder cannot construct a valid link for an unrecognised carrier code. The order is held and flagged in the Slack digest as 'Carrier not mapped'. No email is sent and no broken link is used.
Note the carrier name from the flagged order. Contact FullSpec at support@gofullspec.com with the carrier name and a sample tracking number so the new carrier mapping can be added to the configuration.
Klaviyo email bounces or is marked undeliverable after sending
Klaviyo returns a bounce or undeliverable status, which the Notification Dispatch Agent writes to the Google Sheets log row as a delivery failure. The Slack digest flags the order number and the failure reason in the next daily summary.
Locate the order in the Google Sheets log, check the email address against the Shopify record, and either correct the email and resend or contact the customer through an alternate channel to provide the tracking information.
A flagged order in the Slack digest is not actioned within 24 hours
The system does not escalate automatically beyond the initial Slack flag. The Google Sheets log retains the held order row indefinitely with its flagged status so nothing is lost.
Review the Slack digest each working day without exception. If you are absent, delegate this check to another team member. Orders left unactioned for more than 48 hours will likely generate WISMO support tickets from customers.
ShipStation or Klaviyo is unavailable due to an outage
If the automation platform cannot reach ShipStation or Klaviyo, it retries the failed step up to three times with a five-minute gap between attempts. If all retries fail, the workflow logs the error with a timestamp and posts an alert to the Slack channel noting which orders could not be processed.
Check the Slack alert for the affected order numbers. If the outage resolves within a few hours, the automation will reprocess on the next polling cycle for ShipStation triggers, or you can manually re-trigger once the tool is confirmed back online. For extended outages, contact FullSpec at support@gofullspec.com to discuss a temporary manual fallback.
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04Who to contact and when
Fill in the rows below once your team is confirmed. Keep this table updated whenever roles change so everyone knows who to call for each type of issue.
Role
Name
How to reach them
Process owner (Fulfilment Manager)
[Your name]
[Rep email]
Daily digest reviewer (Fulfilment Coordinator)
[Your name]
[Rep email]
Customer Service Lead (bounced email escalation)
[Your name]
[Rep email]
Klaviyo template owner (content or suppression changes)
[Your name]
[Rep email]
FullSpec builder (configuration changes, new carrier mappings, workflow issues)
FullSpec Team
support@gofullspec.com
FullSpec support (technical errors, outages, urgent issues)
FullSpec Support
support@gofullspec.com
For any issue where the automation has stopped sending emails, a carrier mapping is broken, or the Google Sheets log has stopped updating, contact FullSpec at support@gofullspec.com before attempting any changes yourself. Modifying credentials or workflow settings without guidance can interrupt active sends.
05Ongoing maintenance
Whenever a new carrier is added to your fulfilment mix
Notify FullSpec with the carrier name and a sample tracking number so the tracking URL mapping can be updated before any live orders are shipped via that carrier. A missing mapping causes broken links.
Process owner, with FullSpec
Whenever the Klaviyo tracking email template is updated
Test the updated template against a real or staging order before setting it live. Confirm all dynamic fields (customer name, order number, tracking URL, carrier name) still populate correctly after any content or layout change.
Klaviyo template owner
Monthly spot-check (first working day of each month)
Open the Google Sheets fulfilment log and scan the previous month for any rows showing a failure status, duplicate-skipped entries, or held orders that were never resolved. Note any patterns and raise them with FullSpec if volume of failures is increasing.
Process owner
Weekly error-log review (every Monday morning)
Review the Slack channel for any unresolved flags from the previous week. Confirm that all flagged orders were actioned. If recurring error types appear, document them and share with FullSpec for a configuration review.
Fulfilment Coordinator
When a team member changes role or leaves
Update the contact table in section 04 of this document immediately. Ensure the incoming team member receives a walkthrough of the Slack digest review step and knows how to action flagged orders before the outgoing person leaves.
Process owner
Quarterly volume review (every three months)
Compare actual weekly shipment volume against the baseline of 100 orders per week used during the build. If volume has grown significantly, review whether the current Klaviyo plan and Google Sheets log structure still meet capacity needs, and flag to FullSpec if the workflow needs adjustment.
Process owner, with FullSpec
The single most common maintenance issue for this process is a new carrier being added to the fulfilment mix without the tracking URL mapping being updated first. This produces broken tracking links in customer emails and is not caught until a WISMO ticket arrives. Always notify FullSpec before shipping live orders via a carrier that was not part of the original build.
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