About their order
- Order confirmed: the moment an order is paid, online or when you press Mark paid. Includes every item, delivery, total and VAT, the address, what happens next and a Track my order link, with the invoice PDF attached.
- Your order is on its way: when you mark it dispatched with the email box ticked. Includes the carrier, tracking number and a Track your parcel button if you added one.
- Your order is ready to collect: when you mark a click and collect order packed with the email box ticked. Includes your address, opening hours and collection note.
- Refund: when you refund all or part of an order, with a credit note PDF attached.
Orders you send them
- Your order is ready to pay: when you create an order with Pay online. It has a button to view and pay securely by card or Klarna.
- Invoice: when you create an order with a bank transfer invoice. It has your bank details, the order number as the reference, and the invoice PDF attached.
Quotes, messages and reminders
- We've got your order request: when their checkout needs a delivery quote. It confirms no payment has been taken.
- We've got your quote request and We've got your message: when they use a quote form or the Contact page, with their reference.
- A message from your shop: when you write to them from an order or request in the admin.
- Your order is still waiting: about an hour after they leave the payment page unpaid, only if they ticked the reminder box. Sent once.
Replies come to youWhen a customer replies to any of these emails, it goes to your shop's inbox like a normal email. Every email sent, and whether it went, is listed in Settings > Logs > Emails.
You get your own emails too: a new order email for each order paid online, and one for every delivery quote, quote request and message, each with a button to open it in the admin.