Customer notifications

Customer notifications are email messages that customers automatically receive from your store after they have successfully placed an order, you have changed their order status, the digital files they bought are ready to be downloaded, etc.

You can manage customer email notifications in your Ecwid Control Panel → Settings → Mail: here you can choose which customer notifications you want to send and which ones you want to disable, set the store name and email address that customers will see when they receive emails from your store, upload a logo, etc. You can also edit email notification templates, add info about new products in your store, alert customers to ongoing sales, and encourage customers to place new orders by sharing discount coupons.

Enabling/disabling customer notifications

By default, all customer email notifications are enabled in the store. You can see and manage these notification options in the Ecwid Control Panel → Settings → Mail, in the “Customer notifications” section.

You can choose what emails you want to send to customers and disable those you don’t need. For example, if you change order statuses in the control panel to keep track of order processing for yourself and don’t want the customers to see these updates, you can disable “Order status changed” notifications and keep only “Order shipped.”

To enable or disable customer notifications:

  1. Go to the Ecwid Control Panel → Settings → Mail.
  2. Find the “Customer notifications” section.
  3. Click on the toggle on the right to disable notifications that you don’t want to send:

Enable/disable customer email notifications

You can re-enable customer notifications at anytime.

Changing the "From" email address and store name

When customers receive email notifications from your store, they will see the store name you provided during store setup and the notifications@ecwid.com email address as the sender. This is Ecwid’s email address used for sending emails:

Store name in order confirmation email

To change the “from” email address and store name for your customer notifications:

  1. Go to the Ecwid Control Panel → Settings → Mail.
  2. Scroll down to the “Mail settings” section.
  3. Click Change.
  4. In the “From name” field, put the store name that you want customers to see when they receive your emails.
  5. In the “Store email” field, specify which email address you want customers to see as the “from” address.
If you can’t edit the “Store email” field, that means that you are using dynamic emails in your store. Dynamic emails only work with Ecwid’s notifications@ecwid.com email address because it is approved for sending dynamic emails. To help customers recognize that these emails are sent from your store, make sure that your store name is in the “From name” field.
  1. Save changes.
If your customers use Outlook, Hotmail (and other Microsoft webmail services), or Gmail, they may see that the email was sent by Postmark on your behalf instead of just your “from” name and address. Postmark is the mail service that we use. You can completely remove this mention by adding an SPF record to your domain. To do this, you'll need to add records of “TXT” type through your hosting provider, domain registrar, or DNS provider. Please contact our support team if you are not sure how to do this.

Editing customer email templates

Default customer email notification templates were designed to be universal and to work well for different businesses. If your business doesn’t have any specific needs, the default templates should work just fine for you.

Still there is an option to edit each email template. You can brand the email templates so that they contain your business colors; you can also offer discount coupons or add custom messages informing customers about new products in your store.

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