4. Customers Getting Incorrect Status Updates
If customers are receiving shipping notifications at the wrong time, for the wrong status, or not at all, here are the most common causes.
Customer received a notification they shouldn't have
Duplicate notification from Klaviyo/Omnisend flows
Postflows deduplicates events - the same tracking checkpoint is only sent once. If a customer received the same notification twice, the most likely cause is two separate flows in Klaviyo or Omnisend both triggering on the same Postflows metric.
Check your Klaviyo/Omnisend account for duplicate flows with the same trigger event.
Proximity filter not enabled
For international orders, early carrier scans in the origin country can trigger "In Transit" notifications before the package has left. If you don't want customers notified until the package is in their country's carrier network, enable the Proximity filter under Rules > Event Filters.
See Event Filters.
Customer didn't receive a notification they should have
Integration credentials expired
If Klaviyo or Omnisend disconnected, events will appear in the order's activity timeline as failed. Reconnect the integration under Dashboard > Integrations and resend test events to confirm it's working.
Customer has no email address
If the customer checked out with a phone number only and no email, Postflows can't forward the event. Nothing will appear in the activity timeline.
Event is disabled
Check Settings > Events to confirm the event type is enabled.
Order filters blocked the order
Check Rules > Order Filters. If an include rule exists and the order doesn't match, no events fire for that order.
Customer received an "In Transit" notification but the package hadn't moved yet
This typically happens when the carrier scans the package during label creation or intake. The "Label Created" and "In Transit" events can fire close together if the carrier processes the package quickly.
If you only want to notify customers once the package is actually moving, disable the Label Created event under Settings > Events and rely on Shipment In Transit instead.
Status in the tracking page doesn't match what the customer received
The tracking page shows live carrier data. If the email was sent based on an earlier checkpoint and the carrier has since updated, the status on the tracking page will be more current than what the email said. This is expected behavior.
The order is a draft
Draft orders are skipped entirely - no events fire, and no fulfillment processing happens. If your order appears as a draft in Shopify, convert it to a regular order for Postflows to process it.