Email Sending Scenarios of the Order Module

This article introduces how SHOPLINE’s order-related emails work and how they can improve order conversion.

 

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Email Template Settings

The system has different email templates available, but you can still modify them for your needs.

To set a template, follow the steps below:

1. From your SHOPLINE admin panel, click Settings > Notifications > Customer email notification.
   
2. Choose the corresponding theme in the Orders section to open the theme modification page.
   
3. Modify the template and click Update.
   

 

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Order Confirmation Emails

You can send an order confirmation notification to the customer after creating a new order after a purchase is made. When a new order is generated, the system automatically sends an order confirmation email to the customer’s email address. This email covers the product information and cost details of the order, and you are free to customize the content.  For more details on customization, refer to the Customer email notification section.

Triggering Scenarios

• Creating an order in the admin panel
• Placing an order by the customer
• Resending in log
• Passing parameters by the interface

Creating an Order in the Admin Panel

1. From your SHOPLINE admin panel, click Orders > Create order to open the order creation page.
   
2. In the order creation page, fill in the order content and click Create order. If an email address is provided in the customer’s profile, an order confirmation notification email will be automatically sent to the customer after the order is created.
   

Placing an Order by the Customer

When a customer purchases at your store, an order is generated, and the system will automatically send an order confirmation email to the customer (unless you haven’t enabled this option in Settings).

Resending in Log

You can also resend an order confirmation email to the customer in the order log on the order details page. To do that, click Resend email in the corresponding order confirmation email entry in the log.

Passing Parameters by the Interface

You can also send an order confirmation email when an order is created via an open interface. Such emails are automatically sent by default. For open platform addresses, refer to the Order Creation document.

 

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Order Editing Emails

After you have agreed with customers to edit the order information, you can send an email to them about the latest order content, including the order products modified and cost details.

Refer to Order Editing for the specific order editing functions.

Triggering Scenarios

• An order is edited in the admin panel
• Resending

Editing An Order in the Admin Panel

1. From your SHOPLINE admin panel, click on the order that you want to enter the order details. In the details page, click the three dots in the Customer column, and click Add ID card/passport No. You can also click Edit in the Shipping info.
   
2. A pop-up window will appear. Check Send a notification to the customer, and then click Add. In this way, order editing emails will be sent to the customer.
   

Resending

You can also resend an order editing email by clicking Resend an email in the order operation log.

 

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Shipping Update Emails

When you ship the ordered products or update the shipping information of the package, you can send an email to the customer to notify them of the latest shipping status. The shipping update email includes the following information: products in the shipping package, and shipping information of the package (such as waybill number).

Refer to Order Shipping for the specific order shipping functions.

Triggering Scenarios

• Generating a package when you ship the order
• Adding the tracking information
• Resending

Generating a Package When You Ship the Order

1. From your SHOPLINE admin panel, click on the order that you want to enter the order details. In the details page, click Mark as shipped to enter the manual shipping page.
   
2. Check Send notifications to customer in the below and click Mark as shipped. A shipping update email will be sent to the customer.
   

Adding the Tracking Information

1. If you haven’t filled in the corresponding waybill number and logistics service provider info when shipping the order, you can do so on the order details page. Click Add tracking information.
   
2. A pop-up window will appear. Send notifications to customer is ticked by default but you can uncheck it. Fill in the details and then click Update.

Resending

For orders that have been shipped, click Resend email on the order details page to resend a shipping update email to the customer.

 

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Fulfillment Update Emails

When you ship the products ordered or update the shipping information of the package, you can send a fulfillment update email to the customer to notify the latest shipping status. The fulfillment update email includes the product details in the pick-up order and cost details.

Refer to the following procedures to trigger a fulfillment update email:

1. From your SHOPLINE admin panel, click Orders to enter the order details. Then, click the three dots in the upper right corner, and click Edit tracking information.
   
2. A pop-up window will appear. Select Send notifications to customer by default and click Update.
   

 

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Order Cancellation Emails

When an order is canceled, you can send an order cancellation email notification to the customer to inform them. This email contains product details in the order.

Refer to Order Cancellation for the specific order cancellation functions.

Triggering Scenarios

• Initiating the order cancellation
• Passing parameters by the interface

Initiating the Order Cancellation

1. From your SHOPLINE admin panel, click Orders to enter the order details. Initiate an order cancellation on the order details page by clicking Actions > Cancel order.
   
2. A pop-up window will appear. Click Cancel order. If cancellation is confirmed and the order is canceled, we will automatically send an order cancellation email to the customer.
   

Passing Parameters by the Interface

Since the order cancellation interface is open, you can also send order cancellation emails by requesting the interface. Such emails will be automatically sent by default. Refer to Order Cancellation in the open platform interface document.

 

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Order Refund/Refund Success Emails

Order Refund Emails

You can create a refund voucher to initiate a refund to the customer and send a notification. This email contains information such as refund amount, order details, and cost details. The refund notification is for when a refund occurs, rather than when the payment is sent. You need to verify in your payment channel whether the refund is successful.

Refer to Creating Returns and Refunds for the order refunding functions, such as creating a refund voucher.

Refund Success Emails

When an order is refunded successfully, you can send an email to the customer.

1. From your SHOPLINE admin panel, click Orders to enter the order details. To initiate a refund, click Refund to open the manual refunding page.
   
2. Choose the products for a refund. If there is no need to send an email, untick Send notification to the customer, then click Refund to trigger the notification email.
   

 

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Order Return/Returned Emails

After mutual agreement, you can create a return voucher to initiate the return process and send an after-sales update notification.

The after-sales update email is a notification informing you that you have agreed to the return. You need to confirm whether the return is completed and mark the return as completed.

Refer to Creating Returns and Refunds for the specific order return functions.

Triggering Scenarios

• Initiating the return operation to the customer
• Resending

Initiating the Return Operation to the Customer

1. From your SHOPLINE admin panel, click Orders to enter the order details. For orders that have been fully or partially shipped, you can manually process the return as shown below. Click Return to open the return page.
   
2. In the custom returns page, check Send notification to customer and click Save. An order return email will then be sent to the customer when you process a return.
   

Resending

You can also manually send another after-sales update email by clicking Resend email.

Once you confirm that the returned product has been received, you can mark the order as Return completed and send a return completion email to the customer.

 

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Abandoned Checkout Recovery Emails

When a customer abandons checkout, you can send an email to follow up. Abandoned checkout recovery emails should be sent manually at an interval of 24 hours, meaning you need to wait for 24 hours after sending the first email.

Abandoned checkout recovery emails contain products selected by the customer before checkout and marketing content. You can also insert marketing discount codes into the message to help boost conversion.

Refer to Abandoned Checkout Recovery for the specific abandoned checkout recovery functions.

Triggering Scenarios

• Sending directly from the abandoned checkout list
• Sending from the abandoned checkout details page

Sending Directly from the Abandoned Checkout List

From your SHOPLINE admin panel, click Orders > Abandoned checkouts to enter the abandoned order list. Click Send email to send the abandoned checkout recovery email.

Sending from the Abandoned Checkout Details Page

1. Click Send a recovery email from the abandoned checkout details page.
   
2. A pop-up window will appear. Click Send to send the email to the customer.
   

 

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Bill Notification Emails

For unpaid orders with custom payment methods, you can remind customers of the payment. Click Send invoice to manually send the email. The bill notification email contains product information and cost details of the unpaid order.

Triggering Scenarios

• Editing the order in the admin panel
• Sending bills directly

Editing the Order in the Admin Panel

1. From your SHOPLINE admin panel, click Orders to enter the order details. In the order details page, click Actions > Edit products.
   
2. After modifying the product (modifications here can be adding products, increasing product quantity, or deleting unshipped products), the option Send invoice to customers will appear. Click Save and send invoice to send it immediately. 
   

Sending Bills Directly

1. Click Send invoice on the order details page.
   
2. A pop-up window will appear. Click Confirm and send a bill notification email.