How do I edit the emails customers get about their order?
See every automatic email by order stage, edit the wording, send yourself a test and switch each email on or off.
Step by step
- Open Marketing → Automatic mail → By order stage.
- At the top, check the "Email" card says "Configured". If it says "Not configured", no email reaches a customer until you set up outgoing mail under Settings → Connections → Mail and SMS.
- Click an email under its stage: "Paid", "Sent", "Arrived" or "Confirmed by customer".
- Edit "Email subject" and "Email body". To insert the customer’s name or the order number, click inside the field and then click a tag such as {{first_name}}.
- Click "Preview" to see what the customer will see, even before saving.
- Click "Save", then "Send me a test". The test sends what is already saved, so save first.
- Switch on the "Live" option (sent to customers).
Which emails go out
Waise sends the order emails for you, so a shopper hears from you at every step. The order confirmation goes out as soon as the payment is confirmed. The others follow the stages of the order:
- Your order is on its way: when you mark the order as shipped or enter a tracking number.
- A mid-way update, about a week after shipping.
- Tracking updates (final leg, out for delivery, waiting for pickup, delivery failed): sent by themselves when automatic tracking is on.
- "Has your order arrived?": sent about two weeks after shipping, only if the customer has not confirmed. It has two buttons for the customer, and you get an alert when they say it did not arrive.
- Order arrived: when you click "Mark as arrived".
- Thanks for letting us know: after the customer confirms they received the order.
- Order cancelled and refund issued: right away.
Each email shows its timing on the screen, and you can change the wait with "Wait" (days, hours or minutes). A switched-off email is not sent. "More events" lists emails outside a paid order, such as a declined payment, an abandoned cart, a cancelled order and a manually created order.
More you can do with an email
- Attachments: images, PDF, Word, Excel or a text file. The name you type is the name the customer sees.
- Version history: every save is kept. "Load into editor" and then "Save" brings an earlier text back.
- "Delete email" removes it at once, without asking you to confirm.
- "Run the email queue now" sends what is due without waiting for the next scheduled run.
Note If an email cannot be switched on, click "Preview": it says what is missing, such as an empty subject, an unknown tag or a placeholder like [insert name here].
WhatsApp does not send by itself. You write the text on this screen, and the "Send update" button on an order opens WhatsApp with the text ready for you to send. For your own rules, such as "when X happens, wait, then…", see custom rules.
Questions
Does the unsubscribe link stop order emails?
No. A customer who unsubscribes stops getting marketing emails only. They still get emails about their own orders.
Who gets the abandoned-cart reminder?
Only shoppers who agreed to marketing email. See abandoned-cart emails.
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