Comments on GLS orders

When you ship packages with GLS and use DepositService (also known as the "drop-off service"), you provide delivery instructions to the driver. For example, “Leave at the front door” or “Deliver to the carport.” In Shoporama, this instruction comes from the customer’s own comment at checkout. If the customer doesn’t write anything, a default text that you set for the specific shipping method is used. GLS requires an instruction when DepositService is enabled; if there is neither a comment nor a default text, the label will not be generated.

Here’s how it works in practice

It’s important to know that the delivery instruction for the driver isn’t entered in a separate GLS field. The text sent to GLS as an instruction is either:

1. The customer’s comment from checkout— what the customer entered in the comment field when placing the order. In the admin panel, it appears as “Comment from the customer.”
2. The default comment for the shipping method. Used automatically if the customer’s comment is empty.

The “Text on GLS Label” field on the order is something else. It is the short text (up to 40 characters) that appears on the label itself instead of the product information (SKU). It is not used as an instruction regarding where the package should be placed.

When the order is transferred to GLS, one of these two texts is sent as a DepositService instruction. This requires that the DepositService checkbox is selected for the shipping method. If DepositService is disabled, Shoporama does not send any comment to GLS. If DepositService is enabled but both text fields are empty, Shoporama will not send the package to GLS. Instead, the label will fail in the order queue, allowing you to choose what should happen. You can read more about this further down.

Set a default comment for a shipping method

The default comment is set per shipping method, so you can have different default texts for, say, “GLS Home Delivery” and “GLS Business.” Here’s how:

1. Go to Delivery → Shipping Methods
2. Click the pencil (Edit) icon next to the GLS shipping method you want to customize
3. Find the “GLS Settings” tab
4. Check the box next to DepositService if it isn’t already enabled
5. Type your default instruction in the “Default Comment” field, e.g., “Leave at the front door”
6. Click Save

The default text is now used for all orders shipped via this shipping method, unless the customer has entered a comment during checkout. The customer’s comment always takes precedence.

When there is no text: the label fails in the order queue

If neither the customer nor the shipping method has a text, Shoporama will not send the package to GLS, and no package will be created. Instead, the label will appear as “Failed” in the order queue with this explanation:

You’ll see the error in several places: under Orders → Order Queue, as a red error icon next to the order number in the order list, and collectively under “Action Required,” where errors in the order queue are listed as important tasks. Shoporama does not automatically switch to standard delivery, as you may have promised the customer that the package will be dropped off. You can choose one of two solutions:

1. Write a standard message and try again. Fill in the “Default Comment” field for the shipping method as described above, or write instructions in the “Comment from Customer” field on the order. Then go to the order queue and click “Retry” on the failed label. The package will now be shipped via DepositService with your text included.
2. Send as standard delivery. Click “Send as standard delivery” on the failed label in the order queue. The package will then be sent without DepositService and will not be held. If multiple packages have the same error, you can click “Send all as standard delivery” at the top of the order queue. The order will be marked with the note "GLS: Shipped as standard delivery without Deposit Service (drop off the package), at the store’s discretion," so you can always see what happened.

The “Send as standard delivery” option applies only to that single label. If you later create a new GLS label for the same order—for example, for a partial shipment—DepositService will be used again as usual.

How the customer can write a comment

For the customer to write a comment at checkout, your theme must display a comment or message field on the final step. Most Shoporama themes have this built-in. When the customer completes the order, the text is saved on the order as “Customer Comment” and is automatically used when the order is transferred to GLS.

Check and edit the comment before sending

You can always view and edit the comment on an individual order before it is transferred to GLS:

1. Open the order under Orders
2. Click Edit and locate the “Customer Comment” field. This is the text that is sent to GLS
3. Edit or add to the text as needed
4. Save the order before clicking “Send to GLS” or creating the shipping label

What can you use comments for?

• Delivery instructions: "Leave at the back door," "Place in the carport"
• Handling instructions: “Fragile contents, do not throw”
• Access information: "Stairwell B, 2nd floor"
• Contact: “Call the recipient before delivery”

Frequently Asked Questions

Is there a separate “GLS comment field” on the order?

Not for delivery instructions. It is the “Customer Comment” field on the order that is sent to GLS as a DepositService instruction. The "Text on GLS Label" field only controls the short text on the label itself (instead of product information) and has nothing to do with DepositService.

Where can I find the “Default Comment” field in the admin panel?

It’s located under each shipping method in Delivery → Shipping Methods → Edit, in the “GLS Settings” tab along with DepositService, FlexDelivery, and PrivateDelivery.

What happens if the customer doesn’t write a comment?

Then your default comment from the shipping method is used automatically. If you haven’t set a default either, the label won’t be generated. It will appear as “Failed” in the order queue and under “Action Required,” and you can choose whether to enter a standard text and click “Retry,” or click “Send as Standard Delivery.”

What happens when I click “Send as standard delivery”?

The label is queued again and generated within a minute, but without DepositService. This means the package won’t be left at the door, and the driver will deliver it as a standard GLS package. A note regarding this choice will be added to the order. If you’ve promised the customer that the package will be placed, it’s better to enter a standard message for the shipping method and click “Try Again.”

I’ve filled in the “Default Comment.” Why hasn’t the label been generated yet?

Because a failed label isn’t rerun automatically. This is intentional, so you don’t risk creating duplicate labels. Go to Orders → Order Queue, select “Failed, ” and click “Try Again” on the label. New orders will use your default text right away.

Will all GLS customers then get the same comment?

The default comment is set per shipping method. For example, if you have multiple GLS shipping methods for home delivery, you can set different defaults. If you leave the default field blank, make sure DepositService is also turned off for that method; otherwise, the label will fail if the customer doesn’t enter anything. When the customer enters their own text, the default text is overwritten for that order.

Is the comment printed on the shipping label?

The instruction is sent to GLS as part of DepositService, so the driver receives it via the GLS system. The short text on the label itself is something else: it displays product information (SKU) if you’ve enabled it in the GLS setup, or whatever you’ve entered in the “Text on GLS Label” field on the order.

Can I change the comment after the order has been sent to GLS?

You can always edit the “Comment from the customer” on the order in the admin panel, but once the shipping label has been generated and the package handed over to GLS, the instruction is locked into their system. Therefore, always check the comment before creating the label.

How long can the comment be?

A maximum of 100 characters. If the customer writes more, the text is automatically truncated during transfer. Therefore, stick to short and precise instructions in your default setting.

What does DepositService actually mean?

DepositService is GLS’s service that allows the package to be delivered to the address without the recipient’s signature, e.g., at the door or in a carport. Who bears the risk after delivery depends on GLS’s terms and your terms of business. The service is convenient for customers who are not home during the day.

Is this comment also used for DAO, PostNord, or DHL?

No, not automatically. The default comment is linked to GLS’s DepositService. Other shipping carriers have their own instruction fields or do not use the comment at all. Check the documentation for each individual shipping carrier.

As a warehouse employee, what should I do if the customer has written something unusual?

Open the order, edit the “Customer Comment” to a specific delivery instruction (e.g., “Leave at the front door”), save, and then create the shipping label. Use "Internal Comment" if you want to make a note for yourself or a colleague without sending it to GLS.

See also the GLS settings under “Shipping Options” for the complete guide to DepositService, FlexDelivery, and PrivateDelivery, and “Action Required” for an overview of the items in the store that are waiting for you.

Need help? Contact us at support@shoporama.dk.