Order Email Notifications
Order Email Notifications
Quick Summary: Set up branded email notifications sent to your customers when their orders reach key milestones like fulfillment, delivery, and tracking updates.
Overview
Order Email Notifications (also known as Consignee Notifications) let you send branded emails directly to your customers at key moments in the order lifecycle. You can customize the email template with your logo, colors, and messaging to maintain your brand identity. Each notification type can be enabled or disabled independently.
Note: If you don't see Order Email Notifications, contact your Account Manager to enable this feature.
Prerequisites
- This feature must be enabled for your account by your Account Manager
- You need a logo image URL and brand color codes for best results
Quick Start
- Open your Account settings and go to Order Email Notifications
- Click Add Notification to create a new email type
- Select a trigger event (e.g., order fulfilled)
- Customize the email template with your branding
- Toggle the notification to Active
- Click Save
- Send a test email to preview the result
Detailed Guide
Notification Types
You can create notifications for these order events:
| Event | When It Sends |
|---|---|
| Order Received By Warehouse | When the warehouse confirms receipt of the order |
| Order is packed and ready for courier | When the order is packed and awaiting courier pickup |
| Fulfilled with Order tracking and link | When the order is shipped and tracking information is available |
| Out for Delivery | When the courier marks the order as out for delivery |
| Delivered | When the courier confirms delivery |
| Any delivery exceptions | When there is a delivery issue reported by the courier |
| When Vessel has departed | When the shipping vessel departs (for sea freight) |
| When custom checkpoint is cleared | When the shipment clears a customs or transit checkpoint |
| A return has been created using Embedded Return Form | When a return request is created via an embedded form |
| The return order has been shipped to seller | When the first tracking scan is received from the courier |
Managing Notifications
Each notification appears as a card showing: - Name — the notification label (editable) - Active/Inactive toggle — controls whether this notification is sent - Edit — opens the template editor
Template Editor
The template editor lets you customize every part of the email:
Email Subject
Set the subject line your customers see in their inbox. You can use template variables like order number and tracking info.
Header Block
| Field | Description |
|---|---|
| Brand Logo | URL to your logo image |
| Store Name | Your brand or store name |
| URL | Link when clicking the logo |
| Text Color | Header text color (hex code) |
| Background Color | Header background color (hex code) |
Image with Text Block
| Field | Description |
|---|---|
| Image URL | URL to a promotional or informational image |
| Header | Block heading text |
| Description | Body text content |
| Button Text | Call-to-action button label |
| Button URL | Where the button links to |
| Colors | Text, background, and button colors |
Footer Block
| Field | Description |
|---|---|
| Description | Footer text (e.g., support info, legal text) |
| Text Color | Footer text color |
| Background Color | Footer background color |
Testing Emails
Click Send Test to send a preview email to your own email address. This lets you verify the design and content before enabling the notification.
Tip: Always send a test email after making changes to verify your branding looks correct across email clients.
Common Workflows
Workflow: Set Up Fulfillment Notification
When: You want customers to receive a branded email with tracking info when their order ships.
Steps: 1. Open your Account settings and go to Order Email Notifications 2. Click Add Notification 3. Select Fulfilled with Tracking as the event 4. Customize the Header block with your logo and brand colors 5. Edit the email Subject line 6. Toggle to Active 7. Click Save 8. Click Send Test to preview
Result: Your customers receive a branded email with tracking details when orders are fulfilled.
Workflow: Disable a Notification Temporarily
When: You want to stop sending a specific notification without deleting the template.
Steps: 1. Open your Account settings and go to Order Email Notifications 2. Find the notification in the list 3. Toggle it to Inactive
Result: The notification stops sending. Your template and branding are preserved for later reactivation.
Workflow: Update Branding Across All Emails
When: You've updated your logo or brand colors and need to update all notification templates.
Steps: 1. Open your Account settings and go to Order Email Notifications 2. Open each notification template 3. Update the Brand Logo URL and color codes in the Header block 4. Click Save for each 5. Send a test email to verify
Result: All future notification emails use your updated branding.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Feature not visible in menu | Feature is not enabled for your account | Contact your Account Manager to enable order email notifications |
| Test email not received | Email may be in spam, or email address is incorrect | Check spam/junk folder; verify your account email address |
| Logo not appearing in email | Image URL may be broken or not publicly accessible | Ensure the logo URL is a direct link to a publicly hosted image (HTTPS) |
| Customers not receiving emails | Notification may be set to Inactive | Check the toggle is set to Active for each notification type |
| Email looks different in Outlook vs Gmail | Email clients render HTML differently | Use simple layouts and test across multiple email clients |