Order Email Notifications
Order email notifications
Quick Summary: Send branded order update emails to customers at shipping and delivery milestones.
Overview
Order Email Notifications sends branded emails to customers as their orders move through fulfillment and delivery. You control the subject, content, images, and active status of each template.
If Order Email Notifications is unavailable, contact your Account Manager about access or feature availability.
Each supported event has one template. Missing templates are created inactive when you open the page.
Before you start
- The service must be enabled for your account.
- Each order needs an email address for its recipient.
- A logo and brand images are optional.
If the service is available but turned off, open Account Management → Preferences → Orders. Turn on Order Email Notifications and review the charges and terms before confirming.
Enabling can create the first subscription charge. While enabled, the charge can appear on an invoice as Customer Emails Subscription. Disabling the service turns off all templates and later subscription charges. Earlier charges remain.
Quick start
- Open your username menu, then select Account Management.
- Select Order Email Notifications.
- Open Edit Email Template for the event you want to use.
- Update the subject and email blocks, then select Save.
- Select Send Test, then check the signed-in user's inbox.
- Turn on the notification's toggle when the saved template is ready.
The toggle and Rename save immediately. Changes in the template editor require Save.
Detailed guide
Notification types
The default template names and their sending events are shown below. You can rename a template without changing its event.
| Template | Sends when |
|---|---|
| Order Received By Warehouse | The order is received for fulfillment |
| Order is Packed and ready for courier | The order is packed and waiting for a courier |
| Fulfilled with Order tracking and link | The order reaches Fulfilled |
| Out for Delivery | Tracking reports Out for Delivery |
| Delivered | Tracking reports Delivered |
| Any delivery exceptions | Tracking reports Exception |
| When Vessel has departed | An in-transit checkpoint starts with vessel depart |
| When custom checkpoint is cleared | An in-transit checkpoint starts with clearance or cleared |
| A return has been created using Embedded Return Form | A return is created through the embedded form |
| The return order has been shipped to seller | A return receives its first in-transit timestamp without another matching notice |
The custom checkpoint match requires In Transit tracking and the stated opening text. Tracking fields in the Fulfilled with Order tracking and link template show the tracking data available at send time.
On one tracking update, a delivery-status or custom-checkpoint match takes priority over the return shipment notice. The return shipment notice is not sent when either match fires.
Sending and charges
The system checks these conditions before it queues an order email:
- The service is enabled for the account.
- The selected event template is on.
- The order has not received an unsubscribe request.
Delivery also requires a recipient email on the order.
Each matching event queues an email attempt. A later matching tracking update or checkpoint can queue another message. The unsubscribe action covers the entire order, so it stops all notification templates for that order.
Send Test submits a test to the signed-in user's account email. A success message confirms the request was submitted. It does not confirm inbox delivery or acceptance by the external mail service.
The enablement dialog shows the current service charge and terms. Billing terms can change, so review the dialog and an applicable rate card before confirming.
Manage notifications
Each event appears as a card with its name, description, and toggle.
- Turn the toggle off to stop future emails for that event. Turn it on to allow them.
- Use Rename to change the card name. The new name saves immediately.
- Use Edit Email Template to change the subject or email blocks.
The page does not provide controls to add an event or delete its template.
Disabling the account service switches every template off. Turn on the desired templates after you enable the service again.
Template editor
The editor shows a live preview beside the fields. Add or select a block in the left column, edit its fields, then select Save at the top.
Email subject
Enter the text in Email subject:. The merge menu can insert order and shipment values into the subject.
Header block
| Field | Use |
|---|---|
| Image | Upload the header logo or image |
| Title | Show a title when no header image is present |
| URL | Set where a selected header image or title links |
| Text | Set the header text color |
| Background | Set the header background color |
Image with text block
| Field | Use |
|---|---|
| Image | Upload the main image |
| URL | Set where the image links |
| Header | Set the block heading |
| Description | Set the body text and merge values |
| Text and Background | Set the block colors |
| Button | Set the button text, URL, and colors |
Footer block
| Field | Use |
|---|---|
| Description | Add support, policy, or contact text |
| Text | Set the footer text color |
| Background | Set the footer background color |
Select New Block to add optional text, button, or text-link blocks. Reorder blocks with the handle or remove a block with its trash icon. Select Save after these changes.
The merge menu offers Courier Name, Shipment Tracking Number, Shipment Tracking URL, Order Number, and destination address values. Body text fields also offer Shipment Tracking Link.
Testing and saving
- Select Save to store the current subject and blocks.
- Select Send Test to submit the saved template.
- Check the signed-in user's inbox for a message with Test: in the subject.
The test uses sample order values. It does not prove that a later customer email will be delivered. Keep each template off until its saved content and test result are acceptable.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| The service is not in the menu | The account feature or your access is unavailable | Contact your Account Manager about account access |
| Customers receive no emails | The service or template is off, the order is unsubscribed, or the order has no recipient email | Check the service and template toggles, then confirm the order email and unsubscribe state |
| A test email does not arrive | Mail filtering or the account's mail settings may block delivery | Check spam and the signed-in user's email address, then contact your Account Manager about mail settings |
| A test contains old content | Unsaved editor changes are not included in tests | Select Save, then select Send Test again |
| Emails do not resume after re-enabling the service | Disabling the service switched every template off | Turn on each event that should send |
| A customer receives several messages | Multiple tracking updates or checkpoints matched the event | Turn off that event if repeated updates are not wanted |
| A header or image is missing | The image upload failed or was removed | Upload the image again, check the preview, then select Save |