Which emails and notifications are sent to me and the customer for each order?
Every message that is actually sent: the order confirmation email to the customer and to you, the new-order notification in your dashboard, and an email to the customer on each status change.
In this article
This article lists every message that is actually sent with orders, so you know what the customer receives and what you receive.
When a new order arrives
| Who | What they receive |
|---|---|
| The customer | An order confirmation email at the address they entered at checkout, with the order number, total and a tracking link. The email subject is "Order Invoice". |
| You | A new-order email at your store account's email address. |
| You | A dashboard notification titled "New order #" plus the order number, reading "New order from …" with the customer's name and order value. |
| You | If the Orders page is open, a "new order received" bar with a "Refresh" button. |
When you change an order's status
When you change the status — with "Change Status" on the order page, or with the quick buttons and bulk actions in the orders list — the customer receives an email with the new status:
| New status | What the message tells the customer |
|---|---|
| "Accepted" | Your order is being prepared. |
| "Shipped" | Your order has shipped and is on its way. |
| "Completed" | Your order is complete. |
| "Cancelled" | Sorry, your order was cancelled — contact us with any questions. |
WhatsApp messages
- Manually, any time: on the order page, the "Contact via WhatsApp" button next to the customer's number and the "Send PDF via WhatsApp" button that sends the invoice link. Both open your own WhatsApp and you press send.
- Automatically: if your plan includes WhatsApp messaging and you turned on the status-change message in the WhatsApp settings, the customer also gets a WhatsApp message when the status changes.
Good to know
- Emails are sent from the platform's email address in your store's name. Their wording is fixed and can't be edited from the dashboard.
- No SMS messages are sent.
- There's no button to resend the confirmation email. If the customer didn't get it, send them the invoice with "Send PDF via WhatsApp".
- If a customer says the email never arrived, ask them to check spam, and check the email shown in the "Delivery" card of the order — they may have mistyped it.
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