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Customer order notifications

Customer notifications are emails that are sent to your buyers to confirm their order and keep them in the loop about the order updates: order status changes, order has been shipped, order is ready for pickup, a digital order is ready for download, or a gift card is purchased.

To make order notifications more personal, you can edit email templates by updating the company address, contacts, links to social media, changing the sender's name, or uploading a logo. Updates will be applied to all emails you send to buyers, including marketing emails.

Enabling or disabling customer order notifications

When you create an Ecwid account, all customer order notifications in your store are enabled by default. You can manage what emails to send on the Settings → Notifications page: choose what notifications to send and disable those you don’t need.

Let’s say you track order processing with changing statuses in your Ecwid admin. If you don’t want to bother your customers with frequent order updates, you can disable the “Order status changed” notifications, keeping only the “Order shipped” notification.

To enable or disable customer notifications:

  1. From your Ecwid admin, go to Settings → Notifications.
  2. In the Customer order notifications section, click on the toggle near the notification you want to enable or disable:

    Customer_notifications__2_.png

Done. Now customers will receive notifications you specified. You can re-enable any customer notification at any time.

To keep customers updated about the shipment process, use the AfterShip app from the Ecwid App Market. It can send both email and SMS notifications about the shipment transit, purchase being out for delivery, or when a delivery attempt might fail.

Changing the sender's name

When customers receive email notifications from your store, they will see your store name as the sender's name. As for the sender's email, buyers will see notifications@ecwid.com—Ecwid standard email address for sending emails:

Customer_notifications__4_.png

You can change the sender's name to help customers identify you.

If you are on Ecwid Business or Unlimited plan and have your own email hosting (e.g., shop@coolstore.com), you can set this email address as the sender's email. For that, contact Ecwid support.

To change the sender's name for your customer notifications:

  1. From your Ecwid admin, go to Settings → Notifications.
  2. Scroll down to the Sender’s name section.
  3. Click Edit.
  4. Enter the name that you want customers to see when they receive your emails.
  5. Save the 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.
If you are on Ecwid Business or Unlimited plan, 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. You can contact our support team if you are not sure how to do this.

Adding a logo to emails

You can add your company's logo to the email notifications. A logo can help personalize your emails and build your own brand.

To upload or change a logo in your mail notifications:

  1. From your Ecwid admin, go to Settings → Notifications.
  2. Scroll down to the Logo section.
  3. Click Upload Logo (or Change Logo).
  4. Upload your store logo. The changes will be autosaved.

Now the logo will appear in all customer notifications. It will be displayed in the top right corner of an email:

Customer_notifications__1_.png

Changing company info in emails

Company info includes store name and email, its physical address and phone number, a link to your store website, and links to your social media accounts. This information is taken from your store settings. It is displayed at the bottom of your email notifications:

Customer_notifications__3_.png

To change or update the company info displayed in emails:

  1. From your Ecwid admin, go to Settings → General → Store Profile.
  2. Change information about your store’s name, address, phone, or social media in the corresponding fields.
  3. Save the changes.

After you save the changes, the updated info will be displayed in all customer notifications.

Changing the company address will affect shipping settings: if you use real-time rates, carriers will calculate shipping rates based on where you are shipping from.

Related articles

Editing email templates
Translating customer email notifications
Advanced customization of email templates in Ecwid

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