What is a partial shipment?

An order that ships in more than one package, so some items arrive before others. It happens when items sit in different warehouses, or one is not ready and the rest ship first.

Can Aide tell a customer which items are in which package?

Yes. For a verified shopper, Aide sees every shipment with its own carrier, status and contents, including items only partly shipped, and answers package by package.

Does each package get its own shipping email?

In Shopify, each fulfillment can send its own confirmation with its own tracking link. Say so in your reply, so the second email is not a surprise.

Can the part that has not shipped still be removed?

Yes. Units that have not shipped can be removed from the order, which refunds them. Once every unit of an item has shipped, it can only come back as a return.

Partial shipment email template

One order, two boxes, one clear answer.

Tell the customer which items are on the way, with each package's tracking, and which are still to come.Updated October 27, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A split shipment is an order sent in more than one package, so part of it arrives first. List what has shipped with each carrier and tracking link, and say which items are still to come.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailComing in more than one box

Subject: Your order is coming in 2 packages

Hi customer.first_name, Thanks for checking. order.name is coming in 2 packages, so what you have received so far is only part of it. Package 1: items, with order.tracking.carrier. Status: order.tracking.status. Track it: order.tracking.url Package 2: items, shipped with carrier, tracking link / still with us, expected to ship by date. Each package has its own shipping email. Reply here any time and we will check on them for you.

ChatShort reply

Your order is coming in 2 packages. The items went with order.tracking.carrier (order.tracking.status), and the items are on their way separately / still to ship, expected by date. Each package gets its own tracking email.

Internal noteBefore you reply

Split order order.name. Fulfillment: order.fulfillment_status. Tracked package: order.tracking.carrier order.tracking.number, order.tracking.status. Check the Orders panel for the other packages and any "1 of 2 shipped" items before replying.

When to send this

They ask about the restYour order status topic is detected, such as “Where is the rest of my order”.

The order is foundOrder exists is true.

A package has shippedTracking exists is true: at least one box is on its way.

Example conversation

Customer

A box came today but my teapot was not in it. Where is the rest of my order?

Aide

#1042 is coming in two packages. The mug arrived today with UPS. The teapot shipped separately yesterday with FedEx and is in transit, expected Thursday. Each package has its own tracking link in your shipping emails.

✓Both shipments read from Shopify · Order #1042

Frequently asked questions

: An order that ships in more than one package, so some items arrive before others. It happens when items sit in different warehouses, or one is not ready and the rest ship first.
: Yes. For a verified shopper, Aide sees every shipment with its own carrier, status and contents, including items only partly shipped, and answers package by package.
: In Shopify, each fulfillment can send its own confirmation with its own tracking link. Say so in your reply, so the second email is not a surprise.
: Yes. Units that have not shipped can be removed from the order, which refunds them. Once every unit of an item has shipped, it can only come back as a return.

Order in transitShipped recently and moving.Email · Chat Order delayedLate before shipping, or late in transit.Email · Chat · Internal note Where is my orderThe general reply, and links to every tracking template.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

Start free Get a demo