Emails

Open Emails in the menu. These are the emails your customers get from your store:

• Orders: Order confirmation, Order edited, Payment reminder, Payment failed, Payment received, Order cancelled, Refund issued, Return declined, Return started and Draft order invoice.
  • Order edited goes when you edit an order’s items, change its delivery or correct its address and tick to email the customer: each item that changed, the shipping fee and a discount you added, the order as it now stands with its previous total, and what is left to pay with how to pay it (your bank details for a bank transfer, a Pay now button to the order’s page for an order paid online). It replaces the order confirmation that editing used to send again.
  • Payment reminder also goes for an order paid online that owes the rest after you edited it, when you send it from the order, with a Pay now button to its page. While a payment is on its way at the provider (a bank debit still clearing, a payment under review), no email asks the customer to pay.
  • Payment received goes when you mark a bank transfer received: the customer learns their money arrived and the order is being prepared, with a link to their order.
  • Refund issued names what was refunded: the items, the shipping and the VAT in it, with a link to the order.
  • Payment failed goes when an online payment fails after the customer finished paying, such as a bank debit that bounces or a payment the provider declines after its review: once for that payment, with a button to the order’s page to pay again, or to place the order again when it was cancelled for its payment. A card declined while the customer is still on the payment page sends nothing, as they see it there.
  • Returns: Return started goes when you start a return or accept a customer’s request, and Return declined when you decline one.
• Pre-orders: Pre-order confirmation, sent instead of the order confirmation when everything in an order is a pre-order (switched off, those customers get the order confirmation); and Pre-order date changed, sent when you change a pre-order’s Ships from day and choose to tell its customers: one email to each customer still waiting, with the new and the previous day, never the same day twice. The order confirmation of an order with pre-ordered and other items marks each pre-ordered item with its day.
• Pickup: Ready for pickup, sent when you mark a pickup order ready, with the place and your instructions; and Picked up, a short thank you when you mark it picked up.
• Shipping: Shipping confirmation, Shipping update, Out for delivery and Delivered. The last two go by themselves when a courier (or you) says so, once each; turn either off here if you do not want them. Ready at courier pickup point, Courier pickup reminder, Delivery failed and Returned to sender are off until you switch them on (see Carrier delivery emails).
• Checkout: Abandoned checkout.
• Reviews: Review request.
• Marketing: Email campaign, the frame around every email you write in Growth › Email campaigns; and Welcome, Second welcome, Thank you, Next order, Win-back, Browse reminder, Price drop, Best customers and Birthday, which Growth › Autopilot sends to subscribed customers, each with a link to unsubscribe. Price drop tells a returning shopper that a product in their cart, or the one they looked at, now costs less, with the price they saw struck through and the new one.
• Products: Back in stock tells a shopper who asked that a sold-out product has returned. It is on from the start; turning it off also takes the form off your product pages.
• Gift cards: Gift card carries a card’s code and a link to its page. Gift card sent tells a shopper who bought a card for someone that it has gone out.
• Customers: Store credit, sent when you give credit and tick the box. Contact customer, the email that carries a message you write to a customer from their page or an order; Marketing confirmation, which asks a shopper to confirm their subscription while double opt-in is on (Settings › Customer privacy); and Sign-in code, which carries the code a customer types to sign in to their account while customer accounts are on (Settings › Customer accounts). They are always sent when they are needed.
• To you: Payment disputed, sent to the store’s owners when a customer disputes a payment made with Storeloom Payments (a chargeback), with the amount and the day to answer by, in your main language.

An email you have changed shows Customized. Five of them (Order confirmation, Shipping confirmation, Out for delivery, Delivered and Ready for pickup) can also go as a text through your own SMS provider: Text messages at the top of the page, and the Text message tab of each of those emails (see Text messages). Text on shows beside those whose text is on.

Languages

Customers get these emails in the language they shopped in: an order placed in Bulgarian at /bg or on your Bulgarian domain gets a Bulgarian order confirmation, shipping confirmation and the rest, and an Arabic one reads right to left. The abandoned checkout, browse reminder and price drop emails follow the language of the checkout, Marketing confirmation the language of the page where the shopper signed up, and Sign-in code the language of the page where they asked to sign in. Orders you create yourself and draft invoices use your main language. Storeloom writes its emails in all 64 languages your store can have; the translations were written by AI and have not yet been checked by native speakers.

An email you change is sent as you wrote it, in every language. The editor shows Storeloom’s version in your main language; Restore the default goes back to it.

Email settings

Email settings at the top of the Emails page sets what all your emails share:

• Branding: a Logo (choose one from Files or upload one), its Logo width from 60 to 400 pixels, and an Accent colour for links and buttons such as View your order. The order confirmation beside it shows the result as you change them. Without a logo, emails start with your store’s name. Under a chosen logo, Change picks another, the red bin on its corner takes it away, and Edit opens the picture tool (turn, crop to a shape, or trim empty edges); the result is kept as a new file in Content › Files, the original stays. Branding shows on every email that uses the default design; an email you edited keeps its own HTML. A market with a logo of its own (Markets, Shop name and logo) shows it in its emails only while no logo is set here.
• Replies: when customers reply to your store’s emails, their replies go to your store’s email. Set it in Settings › General (Store email). A market can have its own sender name and email for its customers (Markets, Emails to this market).
• Payment reminders: tick Remind unpaid orders automatically and type the Days after the order, from 1 to 30: one day, or up to three such as 3, 7, 14. An order paid by bank transfer or later (not cash on delivery) that still waits for its payment by then gets the Payment reminder email, once, with how to pay. It applies to orders placed from then on. You can also send a reminder from any unpaid order, and from an order paid online that owes the rest after you edited it. Turning the Payment reminder email off stops all reminders. Below them, Cancel bank transfer orders that stay unpaid cancels a bank transfer order still unpaid after the days you type, from 1 to 60 and after your last reminder, with the Order cancelled email (see Bank transfer). Only people who may change both orders and emails set it. A reminder set when the order was placed is not sent once the customer has sent a proof of payment; send one from the order if the proof turns out wrong. The QR code for a bank transfer shows in the preview when your store’s own currency is the euro and Company details has an account in the SEPA area with its IBAN and BIC, and a name for it of at most 70 characters (its holder, else your legal name, else your store’s name); a test email shows no code, as mail apps block pictures written into an email, while real order emails show it.
• Pickup reminders: the days after a parcel is ready at a courier’s pickup point that its customer is reminded to collect it (see Carrier delivery emails).
• Staff notifications: the people who get an email for each new order (a new store starts with its owner), with what was ordered, how they pay, where it ships and a link to the order. Add any address, a member of your team or not; untick New orders to pause one, or Remove it. Renewals of subscriptions are not sent. To get them on your phone or computer instead, Turn on notifications (see Notifications).
• Daily summary: tick it for anyone who should get yesterday’s numbers each morning at 08:00 in your store’s time zone: sales (each currency on its own line, less what you refunded that day), orders, the average order, sessions, the three best sellers, and how many orders wait to ship, wait for their payment or need attention, with a link to your store. Test orders are not counted. Cancelled orders are not counted, except in need attention, which counts the orders your Orders list shows there (a cancelled order a fulfillment service could not cancel among them), and a day runs from midnight to midnight in your store’s time zone (Settings › General). On a day with no orders, the email says so. A recipient can get the daily summary without new order emails, and the other way round.
• Websites the AI may link to: when the assistant or a connected AI app changes an email, it may add links to your store and to the websites on this list, nothing else. Type a website’s name, such as www.instagram.com, or paste its address, and press Add; Remove takes one off after you confirm. Each website counts exactly as you write it: www.instagram.com and instagram.com are two websites, and its other subdomains are not on the list. The AI’s links to them must start with https:// and may not carry an order’s or a customer’s details in the address. Pictures in emails still come only from your Files or your store, whatever the list says. Taking a website off the list leaves the links already in your emails; the AI just cannot add new ones. Up to 20 websites. Owners and admins (anyone whose role may change the store’s settings) keep the list; the assistant and AI apps cannot change it. Each website added or removed is in Settings › Users › Activity log.
• Their language: each recipient gets these emails (new orders, the daily summary, a workflow’s email) in their own admin language when the address belongs to a member of your store, and in the language of the store’s owner (the first, if there are several) for any other address; English when no language was chosen. Amounts, dates and numbers are written the way that language writes them.

Carrier delivery emails

Under Shipping, four emails tell customers what a courier, fulfillment service or shipping app reports of a parcel beyond out for delivery and delivered: Ready at courier pickup point (it waits at a courier’s office, locker or parcel shop), Courier pickup reminder, Delivery failed and Returned to sender. They are Off until you open each one, tick Send this email and press Apply. Restore the default turns one off again. Courier pickup is separate from Ready for pickup, which you send for collection at your own store.

• Pickup reminders in Email settings: tick Remind customers to collect a waiting parcel and type the Days after the parcel is ready, from 1 to 30, to send the Courier pickup reminder (switch that email on too). It applies to parcels ready from then on, comes the days you chose after the Ready email and never with it, and a repeated tracking report does not restart it. When a courier reports a parcel ready only after it has already waited that long, no reminder goes. The reminder is not sent if the parcel has since been collected, returned or moved on, or the order was cancelled; switching the days or the email off keeps back reminders already waiting.
• Each email goes once per parcel. A missed delivery and a failure send one Delivery failed email, headed Delivery attempted while the courier will try again.
• These emails go to the email address on the order, in the language the customer shopped in, with the parcel’s tracking and its pickup point when the order has one.
• A failure followed by a return sends both emails: Delivery failed, then Returned to sender.
• A test order’s emails go to the member of your team who placed it, as for every order email; an order without an email gets none.
• A courier reporting a return changes the delivery status only: it does not refund, cancel or restock the order. The order shows under Needs attention in Orders, as a failed delivery does.

Change an email

Open an email to change it:

• Subject: the subject line.
• Send this email: untick it to stop sending this email. The order confirmation is always sent, because customers need it.
• HTML on one side and Preview on the other. The preview updates as you type and is filled with sample data; links do not open there. Switch between Desktop width and Phone width. On a phone, you see one side at a time.
• Insert at the cursor adds a value, such as the Order number, the Customer first name, the Tracking link or a draft’s Invoice link, where your cursor is in the HTML.

Values are made safe before they are shown. Show amounts with | money. Emails cannot load files or run scripts, and most mail apps ignore styles in a <style> tag, so put styles on each element.

If the HTML has a problem, Storeloom shows the line and Go to the line takes you there. The preview keeps the last version that worked until you fix it.

Save and test

• Apply in the bar at the top (it says Unsaved changes while something is not saved) keeps your version.
• Send test email sends the saved version, filled with sample data, to your own email. The assistant can send one to you too when you ask it (“send me a test of the order confirmation”): only to your own email, never a customer’s or anyone else’s, up to five a minute. A connected AI app cannot. Each test email is in Settings › Users › Activity log.
• Restore the default replaces your version with Storeloom’s, after you confirm.

Sending address

Your store’s emails come from Storeloom, and replies go to your store’s email. To send from an address on your own domain, such as no-reply@yourstore.com or orders@yourstore.com, open Email settings, type it under Sending address and press Use this address.

Storeloom lists the DNS records to add where your domain is managed: the ones that let Storeloom sign and send your emails as your domain, and one TXT record that shows the domain is yours. Each has a name and a value to copy. If your domain already has a record of one kind (an SPF record, of which a domain may have only one), the page says so under its name and shows the value to change it to, instead of adding a second. Add them and you are done: Storeloom checks them by itself for three days and starts sending from your address once they show, which can take a few hours. The badge reads Waiting for DNS until then and Sending after. You can also press Check records at any time; after the three days, pressing it starts the checking again. Until the records pass, your emails keep coming from Storeloom.

If your domain has no DMARC record, the page shows one under Recommended. Gmail, Yahoo and others expect it from senders. The one shown only asks for reports and blocks nothing, and your address works without it.

Storeloom looks at a working address once a day. If its records are removed later, the address goes back to Waiting for DNS, the page says since which day, and your emails come from Storeloom again with replies still going to your store’s email. No email is lost. Put the records back and it starts sending from your address again by itself.

Addresses at mailbox providers such as Gmail can’t be used, because those providers refuse mail sent in their name, and neither can addresses on Storeloom’s own domain. One store sends from a domain: if another store already does, Check records says so. A store can set a new address five times an hour and check its records thirty times an hour. If the page says sending from your own domain is not available yet, Storeloom has not switched it on; if it says it is not available right now, Storeloom could not reach its mail provider. In both cases nothing was changed. Only people change the sending address: the assistant and AI connections cannot.

Invitations to your store and other emails about Storeloom accounts always come from Storeloom’s own address, not from yours.

Who changes the emails

Email templates are edited here by a team member with permission. The assistant and a connected AI app can also change an email’s words and look, with two guards, as some emails print your customers' sign-in codes and gift card codes:

• Storeloom checks every change they write. One that adds a link, a picture or a web or email address that is not your store’s own, also as plain text, or anything that could hide one, is refused. Links to the websites in Websites the AI may link to (Email settings) are allowed, with https://; a picture never is unless it is your own. Your own changes here are never checked this way: you add any other website yourself.
• **An email with an element such as <meta>, <link>, <form>, <script> or <svg> in it** cannot be changed by the assistant or an AI app until you take that element out, as Storeloom cannot read what follows it the way every mail app does.
• The assistant asks you first. You see the subject before and after and the lines that change, and nothing is saved before your Allow, in Just do it too. A connected AI app needs Everything their role allows and saves a checked change by itself.

Every change either of them makes is in Settings › Users › Activity log with See what changed, and can be undone in Settings › Time travel. A connected AI app switching an email off asks you in your AI app first. Who gets the store’s emails, the sender address, reminders and the list of websites stay with people; the assistant may send you a test email, an AI app may not.