Customer communication

The per-shipment email nohold sends to your customer when a mixed cart finishes splitting.

Available on Growth and Scale plans.

What gets sent

A single transactional email per split, sent the moment the second of the two halves dispatches. The subject is:

Your order #1042 will arrive in two shipments

The body lists the items in each half with their quantities, the expected ship date for the preorder half when you've set one, and a link to the customer's Shopify order-status page.

The email is plain-text and HTML; no marketing tracking pixels, no images that block in Gmail. The sender is notifications.nohold.app (operated via Resend with our verified domain).

When it gets sent

Only after both halves of the split have successfully dispatched to Brightpearl. nohold uses the second-completing dispatch as the trigger because:

It guarantees the customer only ever sees one notification, never two (one for each half).
It guarantees the BP-side state is correct before the customer is told about it.

A split where only the in-stock half dispatched (because the preorder side failed in some way) won't trigger the email; your dispatch flow has to be fully healthy.

Toggling it on or off

Settings → Notify customer on split.

On (default). nohold sends the email.
Off. nohold sends nothing. The customer only sees your normal Shopify order-confirmation email.

The toggle is only visible on Growth and Scale plans. Starter merchants see an upgrade prompt in its place.

Settings → Send a test email. Type any recipient and click Send. nohold renders the template with sample items and a sample ETA, then sends it via the same Resend pipeline real customer emails go through.

Test sends don't appear in the customer's notification history.
Rate-limited to 5 per hour per merchant.

Use this to verify rendering in your email client (Gmail, Apple Mail, Outlook all render slightly differently) before turning notifications on.

Bounces and complaints

nohold subscribes to Resend's delivery webhooks. If a customer's email bounces (invalid address, mailbox full) or they mark the message as spam:

The audit log row for that send is updated from sent to bounced or complained.
The customer doesn't receive any further nohold emails on that split (the next phase, delay notice, would also skip).
You're not notified; this is a per-customer issue, not a merchant-side problem.

If you're seeing widespread bounces, that's a sign of either a stale customer list or a DNS/deliverability issue with our sender domain. Contact support.

What about delay notices and cancellations?

Those are a separate flow. See Delay & cancel.