Several emails are relevant for your order management, such as:
- Incoming order email
- Order confirmation email
- Invoice-related emails
- Shipping status emails
- Pickup status emails
- Order cancelation email
- Return confirmation email
In this article, all of them will be explained briefly and displayed as an example. This way, you can get a good overview of the content and the layout of all emails, for you as a merchant, and for your customers.
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Info
You can customize the email body of the order-related emails that are sent to your customers. Our article Customize order-related emails provides you with further information on that topic.Emails for you as a merchant
At the very beginning of the order process, you need to be informed about incoming orders. Of course, you can find these new orders on the Order overview. But you might not be logged in to your cockpit at any time. That's why we additionally inform you about incoming orders via email.
Incoming order
The subject line of the email will be: "You received an order at website name".
The email contains all relevant information, such as the customer's address as well as details about the ordered items. Furthermore, you can directly select Edit order in the upper left corner. If you do so, you will be directed to the respective order in your cockpit. Please note that the email doesn't include the delivery address for pickup orders.
Emails for your customers
Besides the incoming order email that only you receive, various emails will be sent to your customers. This way, your customers are always well-informed about the current status of their order.
Order confirmation
If customers order items from your website and successfully finish the checkout, an order confirmation email will be automatically sent out to them. The subject line of the email will be: "Thank you for the order order number at website name". The content of this email depends on whether customers select a shipping method or a pickup option at checkout. This is how it looks like for orders with a shipping method:
And this is how it looks like for pickup orders:
Invoice
After creating an invoice, you can send it via email to your customer. The invoice itself is attached to the email. The subject line of the email will be: "Invoice for order order number at website name".
Invoice correction
If you change the billing address of an order or items of an order are returned or canceled after you've created the invoice, an invoice correction is automatically created. You can send this invoice correction via email to your customer. The invoice correction itself is attached to the email. The subject line of the email will be: "Invoice correction for order order number".
The addition "Please reduce the amount of the original invoice accordingly. If you have already paid the original invoice, we will refund the amount using the original payment method." is only displayed on emails for invoice corrections that are triggered by returned or canceled items.
Shipping status
If you mark an order as ready to ship, you can decide if you'd like to send a confirmation email to your customer. The subject line of the email will be: "Order order number at website name is ready to be shipped".
If you mark an order as shipped, you can again decide if you'd like to send a confirmation email to your customer. The subject line of the email will be: "Order order number at website name has been shipped".
Both emails contain all relevant information, such as the customer's delivery address, and the quantity of the shipped items.
Pickup status
If you mark an order as ready for pickup, you can decide if you'd like to send a confirmation email to your customer. The subject line of the email will be: "Order order number at website name is ready for pickup".
If you mark an order as picked up, you can again decide if you'd like to send a confirmation email to your customer. The subject line of the email will be: "Order order number at website name has been picked up".
Both emails contain all relevant information, such as the pickup location, and the ordered items.
Order cancelation
If you cancel all items of an order (e.g. because the customer changed their mind and doesn't want the items anymore, or you cannot send the items for some reason), the customer will be automatically informed via email. The subject line of the email will be: "Order order number at website name has been canceled".
Return confirmation
If you process a return you can decide whether you'd like to notify the customer about the receipt of the returned items or not. The subject line of the email will be: "Your order order number at website name: return received".