This guide covers common issues with packing slips and shipment email notifications in SKULabs, including wrong information printing, missing fields, kit display problems, and emails not reaching customers.
Where packing slip templates live
Each store has its own packing slip template. Go to Settings > Stores, click the store, expand the Templates panel, and click the pencil icon next to Packing slip. An order always prints with the packing slip template of the store it belongs to, so if you edit one store's template, your other stores keep using their own.
Wrong company name or address on packing slips
Store addresses: The default packing slip prints the store's Origin address. Go to Settings > Stores, click the store, and check the Addresses panel. See How do I change my store's origin and return address?
Wrong store: If the slip shows another store's details, check which store the order belongs to. The slip uses that store's template and addresses.
Shipping rules: A rule with Set from address override or Set shipping origin warehouse changes the from address used for the shipment. Review your rules in Settings > Shipping > Rules.
Custom templates: A customized template may print a hard-coded name or a different address variable. Edit the template or contact SKULabs support to review it.
Customer name or order notes missing from packing slips
Customer name: The default template prints the name from the order's shipping address (
{{ customer.name }}). If it is blank, check the shipping address on the order.Order notes: The default template prints the customer's order notes from the sales channel under Order Notes (
{{ customerNotes }}). Notes added inside SKULabs are separate and are not printed by that variable. If you use a custom template, make sure it still includes the notes variable you need.
Kit items displaying incorrectly on packing slips
The default packing slip prints a kit's name followed by its component items. If a custom template shows only the kit SKU, shows wrong or negative quantities, or leaves out components, the template's kit logic needs adjusting. Contact SKULabs support with an example order number and we can review your template.
Items missing from packing slips
Dropshipped items: Some default templates list items sent on a dropship purchase order in a separate section with the purchase order number, instead of in the main item list.
Multiple shipments: A per-shipment template prints only the items in that shipment. If you want one packing slip with every item on the order, contact SKULabs support to adjust the template.
Kit components: See the kit section above.
Shipment emails not reaching customers
Shipment emails can come from SKULabs, from your sales channel, or both. Each store controls this under Settings > Stores > (your store) > Shipping defaults and settings:
SKULabs shipment notification email: SKULabs emails the customer using the store's Shipped e-mail template. Make sure it is not set to Never.
Channel customer notification email: SKULabs asks your sales channel to send its own shipping email.
Automatically send shipment notifications: whether SKULabs sends tracking to your sales channel at all. The channel can only email the customer after SKULabs notifies it.
If SKULabs sends the email, check that the store's Shipped e-mail template (in the Templates panel) has a From E-mail, From E-mail Name and Subject. If customers say the email never arrived, check their spam folder and the email address on the order. If customers get two emails, both SKULabs and the channel are sending: set one of them to Never.
For error messages, blocked domains, and delivery checks, see Troubleshooting email notifications in SKULabs. If you still need help, contact SKULabs support at support@skulabs.com with the order number.