Before you start

Paid FulfillGuard plans include one escalation level. You need a verified, unsuppressed primary recipient for the first overdue alert and an eligible escalation recipient for the follow-up. One address can use Primary and escalation to receive both.

Set the delay

  1. Open Monitoring settings.
  2. Locate First escalation delay (hours). If the feature is unavailable, check Plans and billing.
  3. Enter a delay between 1 and 720 hours, or leave the field blank to disable escalation.
  4. Select Save monitoring settings.
  5. Open Recipients and review alert routing for each verified address.

Understand the timing

The escalation delay begins when the email service accepts the first overdue alert. It does not begin simply when an order crosses its fulfillment deadline, and inbox delivery is not the timing reference. If the first alert has no eligible primary recipient or its acceptance is uncertain, do not assume the escalation clock has started.

FulfillGuard checks the order's state before escalation. Fulfillment or cancellation in Shopify can resolve an incident and make a later alert unnecessary. Policy changes apply to newly qualifying orders, while existing monitored orders retain their saved policy. A saved escalation delay can remain stored when a plan no longer includes escalation, without making the feature available.

See routing guidance and incident states. For an unexpected follow-up, contact support with the safe reference ID and notification timestamps.