Boost Customer Engagement with SHOPLINE Notifications – SHOPLINE Help Center

Enhance customer communication and build brand loyalty with SHOPLINE Notifications! This powerful tool automates emails triggered by specific events and lets you personalize templates, empowering you to build customer trust and satisfaction.

This guide will introduce you to the available notifications and provide instructions on configuring email templates, ensuring seamless communication with your customers.

Introducing Email Notifications

SHOPLINE offers a variety of email notifications, enabling you to connect with customers in various situations. This section introduces you to the seven notification categories and the included templates in each. Select the template that best fits your needs!

Note: Email templates in the Templates category are not intended for customer communication. Instead, they are designed for merchants to notify relevant staff about new orders or failed refunds.

You can access all notification templates through Settings > Notifications in your SHOPLINE admin panel.

Orders

The Orders notification category helps you keep your customers informed throughout the order lifecycle.

Order Confirmation: Notify customers upon successful receipt of a COD order or online payment.
Edit Order: Inform customers of any updates made to their orders.
Shipping Update: Notify customers when their orders are shipped or the shipping status changes.
Fulfillment Update: Inform customers when delivery information is updated after shipping.
Order Cancellation: Notify customers if their orders have been canceled.
Order Refund: Inform customers when a refund has been issued for their orders.
Order Return: Inform customers when a return has been initiated for their orders.
Order Returned: Inform customers that their return has been completed.
Abandoned checkout recovery: Remind customers about their abandoned carts and encourage them to return to your store.
Order Invoice Notification: Inform customers about their overdue and uncredited orders and prompt them to clear the payments.
Refunded: Notify customers of a successful refund (if opted for when initiating the refund).
Payment overdue: Inform customers when or after the payment is due.

Local Delivery

The Local Delivery notification category keeps your customers informed about the status of their local deliveries.

Out for Delivery: Inform customers that their local delivery orders are on their way.
Local Delivery Delivered: Notify customers that their local deliveries have been successfully delivered.
Missed Delivery: Inform customers that their local deliveries were missed and encourage them to contact you for resolution.

Pickup

The Pickup category helps you keep customers informed about the status of their in-store pickup orders.

Ready for pickup: Inform customers that their online or POS orders are ready for in-store pickup, prompting them to visit the store and collect their products.
Picked up: Notify customers that their orders have been collected.

Shipping Update

The Shipping Update category keeps your customers informed about the status of tracking.

Delivering now: Notify customers when the tracking status is updated to Delivering now.
Arrived: Notify customers when the tracking status is updated to Arrived.

Customer

This category of notifications focuses on managing interactions with individual customers through email communication.

Customer Invitation: Invite customers to register and become members of your store.
Successful Registration: Notify customers of their successful registration.
Activation Successful: Inform customers of their successful account activation.
Activate Discounts: Notify customers of their successful account activation, including a discount code if set in the original Customer Invitation email.
Reset Password: Assist customers who requested a password reset by providing instructions to complete the process.
Contact Clients: The go-to option for sending various emails to customers.
B2B Visit Emails: Welcome customers to join as your B2B members.
Gift Card: Notify customers when they receive a gift card.

Customer Subscription

This category empowers you to manage customer subscriptions and ensure compliance with regional regulations through targeted email notifications.

Subscribed successfully: Notify customers when they have successfully subscribed to your store.
Unsubscribe: Inform customers when they have unsubscribed from your store.
Customer marketing confirmation: Sent automatically to confirm subscription when customers sign up for email marketing (if double opt-in is enabled).

Explanation: In regions like Germany, legal rules require a double confirmation process for subscriptions. After entering their email, customers must confirm their subscription by responding to an email. This ensures compliance and validity.

Templates

While not directly focused on customer communication, this category provides internal notification templates to help you manage orders seamlessly.

New Order: Alert designated staff about new orders placed by customers. This notification serves as a prompt for staff to handle the order fulfillment process.
Couldn't Refund Order: Inform relevant personnel when an order refund attempt is unsuccessful. This notification allows staff to investigate the issue and ensure timely resolution.

Configuring Your Email Templates

Accessing and editing email templates is a straightforward process. This section uses the Order Confirmation template as an example, but the steps apply similarly to other templates.

From your SHOPLINE admin panel, go to Settings > Notifications.
Click on the desired template (e.g., Order Confirmation) to open its email editor.
You have the option to use the new or old version of the email editor. Choose your preferred version by clicking Switch to new/previous version in the top right corner.
Start editing the template according to your requirements.
Supported Components in the Old Editor:

- Brand LOGO: Upload your company logo.
- Email subject/Email body: Modify the subject line and email content. You can insert dynamic text such as "Order number," "Customer name," "Store name," etc.
  
  Note: For customer convenience, it is recommended to include the Tracking number dynamic text in shipping update notifications.
- Global fonts: Select the desired font for your email content.
- Button: Customize the button text and color scheme.
- Signature: Add your signature and contact information.

Supported Components in the New Editor:

Detailed instructions for the new editor can be found in the "How to Use The New Email Template Editor" article. However, some key features include:
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- Email Subject: Edit the subject with support for dynamic texts.
- Divider: Add a divider between two sections, supporting color, size, and style customization.
- Brand Logo: Upload brand logos in JPG, PNG, or GIF formats, supporting dynamic or static images.
- Rich Text: Edit content, select word font, set background color, and insert dynamic texts.
- Button: Customize button text, style, redirect links, and insert dynamic texts.
- Product List: Customize the list title, edit text style and color, and insert dynamic texts.
- Add Components: Add additional customizable components to enhance your template.

To save your changes, click Update in the old editor or Publish in the new editor to save your changes. The system will initiate content review immediately.

Save Changes in the Old Version:
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Save Changes in the New Version:
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Notes:

Edited templates undergo a review process for content compliance. Non-compliant content will be blocked. Refer to "Automatic Review of Email Notification Templates" for details.
Changes are not effective until after review approval. Regardless of edits, the system sends the previously approved version until the latest update is reviewed and approved.