How to set up flow for sending emails in order management
  • 05 Oct 2023
  • 3 Minutes to read
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How to set up flow for sending emails in order management

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  • PDF

Article summary

Here, we'll walk you through how you can customize the emails sent when processing your order. We also show how to set up your own email for orders to be picked up in store.

Video Review

Review the video for a walkthrough of how different flows are set up.

What emails need to be created?

Before you can start setting up the flows that will send out emails, you need to create the emails that will be sent out. This makes it easier to keep track of all the flows you'll be creating. To fill your emails with content, you need to use so-called Placeholders. Click here to see the overview of placeholders.

Order update

Emails created when updating orders should be relatively short and informative. The following emails are good to start with.

Order confirmation
This email is sent to the customer when an order is created in the control panel

Your order has a new status
This is shipped when an order changes its status to something other than Shipped or Cancelled

Your order has been shipped

Ordinary confirmation of shipment. This should include delivery information such as delivery address and tracking number. 

Your order has been cancelled

This is sent if an order has been cancelled during order processing. This email may contain information on how to refund the money in the event of cancellation. 

Your order is ready for pickup

If you want to give the customer the opportunity to pick up the item in your store or warehouse, it is advisable to send the customer a separate e-mail informing about this. The e-mail may, for example, contain the store's location and opening hours.

Only necessary if you offer the shipping method pick up in store or pick up in stock.

Email flow

Once your emails are created, you can get started creating flows that send out emails to your customers. Review the video for a quick review. To ensure that emails are sent to customers, the symbol on the image below must be enabled (blue).

NB!
This option should only be enabled on emails that do not require marketing consent (order update, shipping confirmation, etc.) If the email requires consent (forgot shopping cart, promotions, etc.) this option should be disabled.


New order flow

When an order is placed by the customer, they shall receive an order confirmation. If you want Personalized Shopping to send this, set up a flow that starts when A new order was placed. Here it is not necessary to enter rules that interrupt the flow. 

Flow for orders that change status

When an order changes status, you enter a flow that starts when an order changes status. 

NOTE! Remember to set rules that shipped and canceled orders aren't included in this flow. These two states require separate flows as separate emails should be sent.

Flow for orders to be shipped (without the possibility of pickup in stock/in store)

When an order is completed inyour control panel, a flow that sends out emails must be set up for this. See how this is set up. 

NOTE! This flow doesn't account for whether you offer customers to pick up their order in stock. This is described in the next example.

Flow for orders to be shipped or picked up in stock/in store

If you offer customers to pick up their orders in store or in stock, this can easily be solved by entering a condition in the flow. A condition selected criteria and the next step is based on what is entered here. The example below assumes that one e-mail should be sent for orders to be shipped and one e-mail for orders to be picked up in stock.

Video Review

Step by Step

1: The flow starts when an order is shipped, trigger An order was shipped

2: The condition : The order has shipping method
Compare with the shipping method title in the control panel

3: What should the condition do?

✅ The condition is met
Send the email Order: Ready for pickup

❌ The condition is not met
Send email Order: Sent


Cancelled order flow

When an order is cancelled, you can enter a flow that automatically starts when an order is cancelled. There is no need to add a rule that interrupts the flow.


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