thread Re: Automated emails in Online Store

Automated emails

tonydow — Wed, 17 Nov 2021 07:28:18 GMT

Could someone please itemise all the automated emails that are sent to an online customer. Thank you

Re: Automated emails

Emma_ — Fri, 19 Nov 2021 10:54:10 GMT

Hi @tonydow, do you mean if you can export a list of all the automated emails sent to a customer?

Re: Automated emails

tonydow — Fri, 19 Nov 2021 12:11:51 GMT

Hi Emma. I don’t need to export a list, just would like to know exactly what emails are automatically sent to customers. I know they get a new order email but what can they receive after that? I have asked previously about getting copied on any emails sent on my behalf as happens with the new order.

Re: Automated emails

Emma_ — Fri, 19 Nov 2021 14:06:20 GMT

Thanks for clarifying @tonydow. All the automatic emails template can be viewed from your Dashboard > Communication > Email & Text Alerts > Email Previews.

If your customer didn't order again or cancel/edit their order, they won't receive any automatic email sent on your behalf.

Re: Automated emails

tonydow — Fri, 19 Nov 2021 14:41:34 GMT

Thanks Emma but I don’t have Communication > Email & Text Alerts > Email Previews in my dashboard

Re: Automated emails

tonydow — Fri, 19 Nov 2021 14:47:43 GMT

Ok, found it in Online etc. but I was thinking about emails related to invoice payments being made which isn’t in that list

Re: Automated emails

Emma_ — Fri, 19 Nov 2021 16:01:25 GMT

@tonydow, these are automatic emails sellers cannot edit. Your customer receives an email when they completed a payment. Any automatic reminder email is sent as per your settings.

Re: Automated emails

tonydow — Fri, 19 Nov 2021 16:50:42 GMT

Thanks again Emma. Are there any other automatic emails, apart from completed payments, that sellers cannot edit? These are the ones I am interested in.

Also, is the completed payment email classed as a digital receipt. The reason I ask is that it doesn’t seem to enable Messanging. I have to send a manual receipt in order to enable this.

Re: Automated emails

Emma_ — Tue, 23 Nov 2021 11:41:45 GMT

Hi @tonydow, there is an automatic email when you send an invoice, when you make changes to an invoice and choose to notify and when you set up email reminders.

The confirmation email when the customer paid the invoice is not a receipt. Your customers will have the option Download Invoice PDF when they have paid the invoice. The PDF document is a receipt and will indicate if the payment has been completed or due.

To enable Messaging, your customer must have made at least one purchase, requested a digital receipt, and not opted out of direct communications with your business.

Re: Automated emails

tonydow — Tue, 23 Nov 2021 12:25:52 GMT

Thanks Emma. To clarify, is the downloaded Invoice PDF classed as a Digital Receipt or do I still need to send a manual one. I’m sorry to keep on about this but I don’t understand why there are these pre-conditions to messanging when I can message the same customer from the POS app without these.

Re: Automated emails

Emma_ — Tue, 23 Nov 2021 12:32:56 GMT

@tonydow, Invoice PDF is a receipt for your customer.

The messaging as a feature within Customer Directory and doesn't depend on Invoices. Therefore you need to send a digital receipt if the Messaging is not enabled.

When you attempt to send a message, you should receive an error message explaining why messaging is not available. If you don't see any error message, this means you can send a message directly and your customer will receive an email with a link to reply. The link will bring the customer to the messaging thread.

I hope this clarifies it. Let me know if you have any questions. 🙂

Re: Automated emails

tonydow — Tue, 23 Nov 2021 13:07:55 GMT

Thanks again Emma. There is still the question on why there are the pre-conditions in one system but not the other for the same customer.

Re: Automated emails

Emma_ — Tue, 23 Nov 2021 16:03:45 GMT

Thanks for @tonydow. Messaging allows sellers to send a private message to their customers who made a purchase. If you have an example where Messaging is not enabled when the customer has made a purchase with you and the email address is saved in the customer profile, please reach out to me in private so I can have a look with our team.