International Shipping and Customs

Cross-border and customs updates require extra expectation-setting around timelines, duties/taxes, and documentation.

Export processing started

Reassure customers during international export stages and set expectations about scan frequency and delivery timing.

Subject line & preview

Example subject variants:

• International shipping started: {{orderNo}}

• Export in progress for your order

• Your parcel is moving internationally

Example preview text variants:

• Tracking updates may be less frequent during long-distance transport.

• Track the latest status and estimated arrival here.

Recommended content

• What this means: export processing/linehaul preparation.

• Scan expectations: fewer scans during long legs; normal behavior.

• ETA guidance: broad window and what can influence it.

• Primary CTA: tracking link.

• Customs heads-up: duties/taxes may apply (short and neutral).

Useful placeholders

• {{orderNo}}

• {{trackingUrl}}

• {{courier/pretty}}

• {{trackingButton}}

• {{tracking_number}} (if available)

• {{destination_country_iso3/locale}} (if available)

• {{plMessage/locale}} (if available)

Useful snippets

• Tracking CTA: {% partial trackingButton %} or {% partial TrackingButton %}

Loyalty/ Conversion target

• Notifications opt-in: international milestone alerts.

• App download: track international orders in one place.

Arrived at customs

Explain that the parcel is being processed by customs, what to expect next, and whether any customer action might be required.

Subject line & preview

Example subject variants:

• Your parcel is at customs

• Customs processing: order {{orderNo}}

• Import update: customs entry

Example preview text variants:

• Customs is processing your shipment; we’ll notify you if action is needed.

• Track the latest status and next steps here.

Recommended content

• Status explanation: what “at customs” means in plain language.

• Typical timing: set a reasonable expectation (without promising).

• Possible actions: duties/taxes or documents may be requested (keep concise).

• Primary CTA: tracking link.

• Help: who to contact if a request comes in.

Useful placeholders

• {{orderNo}}

• {{courier/pretty}}

• {{trackingUrl}}

• {{trackingButton}}

• {{destination_country_iso3/locale}} (if available)

• {{plMessage/locale}} (if available)

Useful snippets

• Tracking CTA: {% partial trackingButton %} or {% partial TrackingButton %}

Loyalty/ Conversion target

Skip marketing here; keep it service-focused.

Customs cleared

Share the good news that customs is complete and explain what happens next with the local carrier.

Subject line & preview

Example subject variants:

• Customs cleared: {{orderNo}}

• Good news—your parcel cleared customs

• Import update: customs completed

Example preview text variants:

• Your parcel will now continue with the local delivery network.

• Track the next steps and latest ETA here.

Recommended content

• Clear confirmation: customs cleared.

• Next step: handover to local carrier / destination hub processing.

• ETA update: provide the latest estimate if available.

• Primary CTA: tracking link.

Useful placeholders

• {{orderNo}}

• {{trackingUrl}}

• {{courier/pretty}}

• {{plSpecificsScheduled/locale}} (if available)

• {{plSpecificsScheduled/timewindow}} (if available)

• {{trackingButton}}

Useful snippets

• Tracking CTA: {% partial trackingButton %} or {% partial TrackingButton %}

Loyalty/ Conversion target

• Notifications opt-in: delivery-day alerts once handed to local carrier.

Customs delay

Explain why customs can take longer and clearly separate “action needed” vs “waiting” paths to reduce confusion and support load.

Subject line & preview

Example subject variants:

• Customs delay: update for {{orderNo}}

• Your parcel is delayed at customs

• Customs hold—possible action needed

Example preview text variants:

• We’ll guide you through the next step if anything is required.

• Track the latest status and timeline here.

Recommended content

• Delay explanation: short, generic reasons (inspection, documentation, duties).

• Action path: what to do if customs requests payment/documents (clear CTA).

• Waiting path: if no action needed, set expectation on timing.

• Primary CTA: tracking link.

• Help: support contact and what information to include.

Useful placeholders

• {{orderNo}}

• {{courier/pretty}}

• {{trackingUrl}}

• {{trackingButton}}

• {{destination_country_iso3/locale}} (if available)

• {{plMessage/locale}} (if available)

Useful snippets

• Tracking CTA: {% partial trackingButton %} or {% partial TrackingButton %}

Loyalty/ Conversion target

Skip marketing here; keep it service-focused.

Arrived in destination country

Signal that the parcel has arrived in the destination country and set expectations for the “last mile” handover and delivery timeline.

Subject line & preview

Example subject variants:

• Your parcel has arrived in your country

• International update: almost there ({{orderNo}})

• Now in your country: order {{orderNo}}

Example preview text variants:

• Your parcel is moving through the local delivery network now.

• Track the latest updates and estimated delivery date here.

Recommended content

• Arrival confirmation: destination hub / country arrival message.

• What happens next: handover to local carrier and last-mile processing.

• ETA guidance: latest estimate or range.

• Primary CTA: tracking link.

Useful placeholders

• {{orderNo}}

• {{trackingUrl}}

• {{destination_country_iso3/locale}} (if available)

• {{courier/pretty}}

• {{plSpecificsScheduled/locale}} (if available)

• {{plSpecificsScheduled/timewindow}} (if available)

• {{trackingButton}}

Useful snippets

• Tracking CTA: {% partial trackingButton %} or {% partial TrackingButton %}

Loyalty/ Conversion target

• Notifications opt-in: arrival and delivery-day alerts.