A wrong shipping address found after the parcel leaves is the most expensive kind of mistake. Tacey's Pre-ship reminders email your customer while the order is still waiting to ship, ask them to check the delivery address, and give them one button to fix it themselves on Shopify's own order status page. You choose which orders get a reminder, how many, and when.
Reminders are included on every Tacey plan. They are off until you turn them on, and nothing is ever sent to a customer before you do.
What the reminder email is
It is a short email from your store's name to the customer on the order. It never says the address is wrong, because on the Every order choice most addresses are fine. It asks them to take a moment to check it and says they can fix it themselves until a stated time. The email has:
a greeting by first name, and a heading, Is your delivery address right?
one paragraph saying which order and which store it is about
the order's items and the shipping address on it
the time they can make changes until, in your store's time zone and the customer's language
one button, Check my address, that opens Shopify's order status page for that order
the line "If your address is already correct, you do not need to do anything."
a small link, Stop these reminders, and your store's name at the bottom
The subject line changes with the reminder, so a customer can tell them apart:
Reminder | Subject |
First | Please check the delivery address on your order #1001 |
Second | Reminder: please check the delivery address on your order #1001 |
Last | Last reminder: check the delivery address on your order #1001 |
It makes no promise about a refund, a charge or a shipping date.
Before you turn it on
Reminders point the customer at the order status page, so three things have to be true or the reminder has nothing to point to.
Customers can edit their own order. The edit window must be on, in Editing Tools, Global settings. With editing off no reminder is sent. See How long can customers edit their Shopify order after checkout?.
Tacey is added to your Order status page in Shopify's customer accounts editor, so the customer lands on the address tools and not on a blank page. See How do my customers fix a wrong shipping address after checkout with Tacey?.
Tacey has a verified address to send from. The email comes from your store's name, and a reply goes to your Customer support email. See Where do Tacey's emails come from, and how do I change the reply-to address?.
You are also responsible for having your customers' consent to be emailed by Tacey on your behalf. That responsibility is in section 9 of Tacey's terms at tacey.app/terms. Using this feature is you confirming that consent is in place.
Turn reminders on
In Tacey, click Settings in the left menu.
On the Pre-ship reminders card, click Open Pre-ship reminders.
Switch on Send pre-ship reminders.
Choose Which orders get a reminder, the schedule and, if you want them, quiet hours.
Click Save in the bar that appears at the top (it reads Unsaved changes, with Discard and Save). A message, Reminder settings saved, confirms it.
Changes you have not saved are never used. Discard puts every control back to what is saved.
Every setting
Setting | Choices | Default | What it does |
Send pre-ship reminders | On, off | Off | The master switch. Off means no reminder goes to anyone. |
Which orders get a reminder | Orders with an address problem, Every order | Orders with an address problem | Orders with an address problem is only orders where Tacey found an address that needs a look: it needs an apartment or unit number, it needs a correction, or it cannot be delivered to. Every order reminds every order Tacey has checked, so the customer can confirm the address even when Tacey found nothing wrong. |
How many reminders | One reminder, Two reminders, Three reminders | One reminder | How many reminders one order can get. The controls for the second and last reminder only show when you ask for them. |
First reminder | 15 minutes, 30 minutes, 1 hour, 2 hours, 4 hours, 8 hours, 12 hours, 1 day, 2 days | 2 hours | How long after the order is placed the first reminder is due. |
Second reminder | 1 hour, 4 hours, 12 hours, 1 day, 2 days, 3 days | 1 day | How long after the first reminder actually went out. Shows with two or three reminders. |
Last reminder | 1 hour, 2 hours, 4 hours, 6 hours, 8 hours, 12 hours, 1 day | 4 hours | How long before the customer's editing time closes it is sent. Shows with three reminders. |
Reminder window | 12 hours, 1 day, 2 days, 3 days, 4 days, 7 days | 2 days | Reminders stop this long after the order was placed, even if editing is still open. It is separate from your edit window. |
Hold reminders during quiet hours | On, off | Off | Holds reminders back overnight. |
Quiet hours start and Quiet hours end | Every half hour, 00:00 to 23:30 | 21:00 and 08:00 | Shown when quiet hours are on. A reminder that falls due inside this time is sent when quiet hours end. Times are in your store's time zone, which the page names (for example America/New_York), because Tacey does not know where each customer is. A window that crosses midnight is fine. |
The defaults above are the ones built into Tacey. On a store that has saved other values, the page shows those instead.
How the three reminder times fit together
The first is counted from the order being placed.
The second is counted from when the first one was actually sent, so a late first reminder never bunches up the second.
The last is counted backwards from the moment the customer's editing time closes.
Tacey looks for reminders that are due every 15 minutes, so a reminder due at 2 hours goes out within about 15 minutes after that, not at the exact second.
Where the sender name is set
The sender name is not on this page. Reminders use the same sender name as the rest of your customer emails: on Global settings, in the Email section, Sender name. Leave it blank and your Shopify store name is used. Replies go to Customer support email, or your store's contact email if you have not set one. If your store has no contact email and you set nothing, the email carries no reply address rather than a wrong one. See Where do Tacey's emails come from, and how do I change the reply-to address?.
Warnings next to the setting ("on, but it cannot fire")
A reminder setting can be switched on and still never send. Tacey checks for that while you are choosing, before you save, and puts a yellow note right beside the setting it is about. The notes only show while Send pre-ship reminders is on, and they update as you change the controls.
Where it shows | When | What it says |
Under Send pre-ship reminders | Customer editing is off for your store | "Customer editing is turned off for your store, so there is nothing for a reminder to point to and none will be sent. Turn editing on in Global settings." A link, Open Global settings, comes with it. |
Under First reminder | The first reminder is due at or after reminders stop | "The first reminder is set for 2 days after the order, but reminders stop 2 days after the order (the shorter of your edit window and your reminder window), so none will be sent. Choose an earlier time or lengthen the window." The times in it are your own. |
Under Last reminder | The last reminder would come due before the one ahead of it has gone out | "The last reminder is set for 1 day before editing closes. With a 2 days edit window it would come due before the reminder ahead of it has gone out (no earlier than 3 days after the order), so it would never be sent. Shorten it or lengthen your edit window." The times in it are your own. |
Under Which orders get a reminder | Orders with an address problem is chosen but your address checking covers no country | "Reminders are set for orders with an address problem only, but your address validation covers no country, so no order is ever checked and none will qualify. Add a country in Global settings, or switch to every order." A link, Open Global settings, comes with it. |
Under Send pre-ship reminders | Tacey has no verified address to send customer emails from | "Tacey has no verified address to send shopper emails from right now, so reminders cannot be sent. If this does not clear up, contact support." |
Under Send pre-ship reminders | The part of Tacey that emails customers is switched off | "Saved, but not sending yet. Tacey can work out when a reminder is due, but the part that emails shoppers is not switched on, so no shopper will receive a reminder until it is." This note exists in the page but is switched off, because sending is on, so you should not see it today. |
Two of these (the first and the last reminder) were seen on the live page by changing the controls on a store with a 2-day edit window. The other four are read from Tacey's code and have not been seen on the live page. See "What has not been tested" below.
There is no warning for the second reminder. If its time falls after the reminder window or after editing closes, it is simply never sent.
What the customer sees and can do
When the email arrives the customer can:
Read it. It is in the language they checked out in when that language is turned on for your store, otherwise in your store's default language.
Click Check my address. It opens Shopify's order status page for that order. There, Tacey's block shows Edit delivery address with a small label such as Address check needed or Suggested fix available. They can choose Use suggested address, Keep my address, or edit the fields themselves. Fixing or keeping the address is recorded in Order changes like any other edit.
Ignore it. If the address is already right they do not need to do anything.
Click Stop these reminders. This opens a plain page, Stop these reminders?, with one button, Stop these reminders. Pressing it shows You will not get these reminders any more. They stop getting delivery address reminders for orders from your store, and keep getting their normal order emails. Opening the page does nothing by itself: only the button stops reminders, so a mail scanner that opens every link cannot switch them off by accident. Their mail app may also offer its own unsubscribe button, which does the same.
A link that was cut short or has expired shows This link is not valid.
A customer who stops reminders cannot turn them back on themselves. Tacey has no screen where you can add or remove a customer from that list.
When a reminder is not sent
Tacey checks every reminder again just before it sends. None of these is an error, and none shows you a warning: the reminder is simply not sent.
What happened | What Tacey does |
The customer fixed their address, or chose Keep my address, or you used Use suggested address on the order | The order stops getting reminders. |
The order has shipped (every item is fulfilled) | Stops. A partly shipped order keeps getting reminders while something is still unshipped. |
The order was cancelled, or is one Tacey cannot edit | Stops. This includes orders paid with Shop Pay Installments, orders created by another app, and orders still waiting on payment. |
The customer's editing time has closed, or editing is off | Stops. A reminder that points at something the customer can no longer do is never sent. |
The reminder window has passed | Stops, even if editing is still open. |
The customer pressed Stop these reminders | Stops for that customer on every order from your store. |
The customer's address bounced, was marked as not accepting mail, or they marked the email as spam | That customer is put on the same do-not-remind list. |
Shopify has no email address or no order status page for the order | Not sent, and the order is not tried again. |
The order has no address check yet | Not reminded until it has one. A check that could not run (Not checked) is not treated as a problem. |
It is inside your quiet hours | Held, then sent when quiet hours end, as long as the order is still eligible then. |
Your Tacey plan is not active, or the connection to your store needs renewing | Nothing is sent for your store until that is fixed. |
Two limits protect your customers and your sending name. One address gets at most three pre-ship reminder emails in 24 hours. And Tacey holds reminders back from an address whose last three emails were accepted but, an hour later, still show no delivery, bounce or failure.
If a send fails, Tacey tries again, up to three attempts, at least 30 minutes apart. If the email service never says whether a send went through, Tacey does not send it again, so the customer cannot get a duplicate.
The "Ask the customer to fix it" button
On an order that Tacey flagged, the order window has a button, Ask the customer to fix it, that sends the same email to that customer right now. It asks you to confirm first (Email the customer about this address?, Yes, email the customer, Cancel). It sends once per order and does not use up one of the scheduled reminders. It follows the same rules as the schedule: it needs the Send pre-ship reminders switch on, and it never mails a customer who stopped reminders. If the switch is off the button says so and links to Turn on pre-ship reminders.
Wording
By default the text of the email is Tacey's, in your customer's language. On the Pre-ship reminders page, in the Wording section, you can replace three parts of it with your own. Heading, footer, colour and logo stay Tacey's.
Box | What it changes | Limit |
Subject | The subject line of the email. It replaces the subject of every reminder, the first, second and last. | 120 characters |
Message | One short paragraph that comes before the order. | 500 characters |
Button | The words on the button that opens the order page. | 30 characters |
How it works:
Type your own words in one, two or all three boxes, then click Save in the bar at the top.
A box you leave empty uses Tacey's wording, which is translated into your customer's language. Each box is separate, so you can change only the button and keep Tacey's subject and message. An empty box shows Tacey's wording in grey as a guide.
Your words are sent exactly as you type them and are not translated. A customer who checked out in French still reads your English subject if you wrote it in English. The page says this next to the boxes. If your customers speak several languages, leaving a box empty is the way to keep it translated.
You can write {{order}} for the order number, {{store}} for your store name and {{deadline}} for the time the customer can make changes until. Tacey fills them in on each email.
Formatting and links are not supported. Anything that looks like a tag (for example bold or a link) is removed, and line breaks become a single space, so the message stays one paragraph.
A box that is too long is refused, not cut. The box turns red as you type and says how many characters you have and what the limit is (for example That is 400 characters. The limit is 120.). If you save anyway, a banner, Your wording was not saved, names the box and the limit and says Nothing was changed, so nothing is half saved.
Your words only change the email. The Check my address button's destination, the order block, the deadline line, the Stop these reminders link and the sender name stay as they are, and the email still never mentions money. Your wording applies to the scheduled reminders and to the email the Ask the customer to fix it button sends.
Tested on a test store on 2026-10-13 and 2026-10-14: wording saved and read back, a 400-character subject refused with the limit shown, the boxes cleared back to Tacey's wording, and a real reminder received in an inbox with the custom subject, message and button exactly as typed. On 2026-10-14 the Ask the customer to fix it button was pressed twice on a test order, once with your own wording saved and once with all three boxes empty, and each email was read in an inbox: the first carried the custom subject, message and button, the second Tacey's own wording.
What this does not do
It does not send anything until you switch it on. A new install leaves it off.
It does not change an order. The reminder only links to the order status page. The customer makes any change there, and any money consequence of a change is handled the way it is for every customer edit.
It does not tell the customer their address is wrong. It asks them to check it.
It does not remind a customer after they chose to stop, after the address is handled, after the order ships or is cancelled, or after editing closes.
It does not text or call. It is email only.
It does not email your customers in your quiet hours. It holds the reminder until they end.
It does not translate your own wording, and it does not let you edit the heading, the footer, the colour or the logo. Tacey's own wording is translated; yours is sent as you typed it.
It does not choose a time zone per customer. Quiet hours use your store's time zone for everyone.
It does not email anyone about an order Tacey cannot edit.
It does not warn you about a second reminder that can never go out.
What has not been tested
The four warnings under "Warnings next to the setting" other than the first-reminder and last-reminder ones, on the live page.
The email on the Every order choice for an order that Tacey could not check.
A reminder sent to a real shopper's own inbox, outside Tacey's own test addresses. The email itself was sent and read in German on a test order; the English wording here is read from Tacey's text, and the stop page was opened in German.
A reminder with your own wording sent to a customer whose language is not English. The wording is read from Tacey's code to be sent as typed; the received email was read in English only.
The default values on a store that has never saved the page (they are read from Tacey's code).
A hard bounce arriving from the email service. The wiring was tested with a signed test message, not a real bounce.