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Faqs

General questions

What carriers do you have integrations with?

Malomo integrates with a wide range of carriers, but not all carriers. Malomo integrates with domestic carriers like USPS, UPS, FedEx, DHL, as well as international carriers. Reach out to Malomo through our website site chat to see if the carrier(s) you use are supported.

What is your pricing structure?

Pricing is based on your monthly shipping volume and plans start at $199/month. Reach out to our team to learn what plan would accommodate your shipping volume and scenario

How customizable is the tracking page?

Malomo tracking pages are fully customizable and tailored to your brand. Visit our inspiration page to see what our customers have come up with thus far!

How Malomo works with Shopify

Why would I use Malomo if I'm on Shopify or Shopify Plus?

Great question! Malomo is for scaling brands that would like to go above and beyond the Shopify experience and use shipment tracking as an opportunity to build their brand. Here are the main reasons ecommerce brands will use Malomo:

  • High volume of customer support tickets due to shipping - whether it's due to COVID causing a ton of carrier delays or a specific issue with your fulfillment center that you're trying to solve, Malomo allows you to fully customize and control the tracking experience to help reduce common problems that lead to "where is my order?" tickets
  • Desire to compete with big box retailers and (dare I say..) Amazon - As online shopping becomes more popular, big box retailers and Amazon are continually pushing the boundaries when it comes to providing customer's a unique, personal digital shopping experience. Malomo helps you compete with them by creating a direct connection between you and your customers while they wait for their delivery.
  • Retention is critical to growth - paid ads are increasing by the day. Ecommerce brands use Malomo to help with retention by going above and beyond for them while other brands are still directing their customers to a carrier page and leaving them to deal with the messy experience that delivery can be.
  • Driving repeat sales - Using Malomo, ecommerce brands have created remarkable experiences that have generated millions of dollars up to this point. Each brand will see anywhere from $0.05 to $3 a shipment in repeat revenue.

There are more specific use cases that Malomo helps with involving reducing subscription churn, improving email deliverability and more. Reach out to and book a demo to learn how Malomo might be able to help your post purchase issues.

Can I use Malomo and still send emails from Shopify?

Yes! You can use Malomo to create a branded tracking page so when your customers want to track their package, they stay engaged with your brand rather than going to a carrier page.

Does Malomo work differently for Shopify merchants than it does for Shopify Plus merchants?

The basic Shopify plan does not allow merchants to turn off the Shipping Confirmation email, but it does allow them to toggle off the Out for Delivery and Delivered emails.

Due to this, Shopify merchants must continue to send the Shipping Confirmation email through Shopify, but can send their In-Transit, Out for Delivery, Delivered, and Exception emails through Klaviyo.

Shopify Plus merchants are able to turn off every transactional shipping email through Shopify, so they can send all of the shipping emails through their Klaviyo account (Pre-Transit, In-Transit, Out for Delivery, Delivered, and Exceptions).

Can the customer view Malomo tracking information in their Shopify Account Page?

After integrating Malomo and upon request, the tracking links within the Shopify Account page would point to your customized tracking page instead of the carrier tracking pages.

How Malomo works with Klaviyo

Do you work with Klaviyo?

Yes, we have an integration with Klaviyo that allows you to create, time and analyze your transactional shipping emails through your current Klaviyo account.

Can’t I already send shipping emails with Klaviyo?

To be able to send shipping emails (Pre-Transit, In-Transit, Out for Delivery, Delivered, and Exceptions) thorough Klaviyo, you’d need the carrier events sent over to your Klaviyo account. That’s where Malomo comes in.

Does Malomo work differently for Shopify merchants than it does for Shopify Plus merchants?

The basic Shopify plan does not allow merchants to turn off the Shipping Confirmation email, but it does allow them to toggle off the Out for Delivery and Delivered emails.

Due to this, Shopify merchants must continue to send the Shipping Confirmation email through Shopify, but can send their In-Transit, Out for Delivery, Delivered, and Exception emails through Klaviyo.

Shopify Plus merchants are able to turn off every transactional shipping email through Shopify, so they can send all of the shipping emails through their Klaviyo account (Pre-Transit, In-Transit, Out for Delivery, Delivered, and Exceptions).

Can we add marketing materials, like suggested products carousel to the shipping emails?

The majority of the email has to be transactional, the subject line clearly transactional, the transactional details are first and foremost, and marketing is limited to the end and presents a clear value to the customer.