Appstle can email your customers each time you move their order to a new status, such as Ready for pickup. It can also email your team when a customer places an order and each time you update it. This article shows how to turn the emails on, choose who gets the admin emails, set the sender and logo, change the wording and send a test.
Text messages are set up separately. See Set up SMS notifications for pickup and delivery orders.
Before you start
Every email, customer and admin, is off when you install the app. Nothing is sent until you turn it on.
Customer emails go to the email address on the order, so an order placed with only a phone number gets none. They're sent only when the order's status changes in Appstle: on the order page in the app, or in the Appstle Order Manager tile on Shopify POS. See Manage pickup, delivery and shipping orders.
Admin emails go to the addresses you enter for each location. Add them first (see "Choose who gets the admin emails").
Turn on the emails you need
In the app, go to Settings → Email notifications.
Find the email in Customer email notifications or Admin email notifications.
Turn on its switch. The badge changes from Disabled to Enabled, and the change saves straight away.
Each customer email goes out when you set an order to the status next to it:
Sent when you set the order to | |
Order ready for pickup | Ready for pickup |
Order picked up | Picked up |
Order ready for delivery | Ready for delivery |
Order out for delivery | Dispatched |
Order delivered | Completed. Pickup orders get no email when you mark them Completed. |
Each admin email goes to the location's addresses (see the next section) when the event next to it happens:
Sent when | |
New Pickup Order | A customer places a pickup order. |
New Delivery Order | A customer places a delivery order. |
Update Pickup Order | You set a pickup order to Ready for pickup, Picked up or Completed. |
Update Delivery Order | You set a delivery order to Ready for delivery, Dispatched or Completed. |
The Update emails go out only on these status changes. Editing an order's date, time or address doesn't send one.
Choose who gets the admin emails
Admin emails go to the addresses you set on each location, so each location's team hears about its own orders.
In the app, click Locations and open the location.
In the Store pickup card, click Show settings. For delivery emails, do the same in the Local delivery card. If the button is greyed out, that method is off for this location: click Enable first.
Find Internal notifications (store pickup) or Notifications (local delivery).
In Emails that should receive this location’s internal pickup notifications (or delivery notifications), enter one or more email addresses, separated by commas.
Click Save.
A location with no address entered sends no admin email. The phone number field below it is for admin text messages, set up in Settings → SMS.
Set the sender and your logo
At the top of Settings → Email notifications, Sender Email under Sender Information is the address every email comes from, customer and admin. The default is an Appstle address that works without any setup. If you change it, click Save.
Customers who reply to an email write to the Sender Email address, so replies to the default address don't reach you. If you enter your own address instead, the emails are still sent through Appstle's mail server, and the app can't verify your domain yet. Gmail and other inboxes may then mark them as unverified or move them to spam.
To add your logo:
Under Branding, click Logo image.
In Logo URL, paste the web address of a .gif, .jpg or .png image. To get one, upload the image in Shopify under Content → Files and copy its link.
In Logo width (pixels), enter a width up to 560.
Click Save.
Every email uses this logo. Until you add one, the emails show your store name.
Change an email's wording
In Settings → Email notifications, click the email you want to change.
Click Edit content. The email text opens on the left, with a live preview on the right.
Change the Subject if you want.
Click into a text block and edit the text. Use the bold, italic and underline buttons in the toolbar to format it.
To add details such as the order number, pickup date or customer name, click Insert variable. View all variables and examples lists them all.
In Preview with, choose one of your orders to see the email with its real details. Sample data fills it with made-up details.
Click Save.
From the same email page you can also:
Change the layout. Click Edit code and edit the email's HTML. If you're in Edit content, click the back arrow to return to the email first.
Send a test. Save your changes, then click Test email. The app sends the saved email, filled with sample details, to the store contact email Appstle saved when you installed the app.
Turn the email off. Click Disable notification, or turn its switch off on the list. A turned-off email shows a Notification disabled banner with an Enable notification button.
Things to know
The emails follow the order's status in Appstle. Fulfilling an order in Shopify sends no email, even when it marks the order Completed in the app. The status table in Manage pickup, delivery and shipping orders lists the email for each status.
Going back a step sends the email again. When you move an order back with a revert button, such as Revert to ready for pickup, the customer gets that status's email again, and the location gets an Update email. Revert to require preparation sends nothing.
Shipping orders get emails only from Shopify POS. The app has no status buttons for shipping orders. In the Appstle Order Manager tile on Shopify POS, though, Mark ready to ship sends the customer Order out for delivery, and Complete order sends Order delivered. Both are local delivery emails, so check their wording before you use the tile for shipping orders.
Sender Name isn't shown on these emails. Customer and admin emails show only the Sender Email address as the sender.
With Klaviyo connected, Klaviyo sends the emails. Once you connect Klaviyo in Settings → Integrations, the app stops sending its own customer and admin emails. It sends a Klaviyo event for each one instead, such as Customer - Order Ready For Pickup, even for emails switched off here. Build the emails as flows in Klaviyo.
Order ready for pickup carries the security code. It's the only email that gives customers their pickup security code, with a QR code when Enable QR code scanning on Shopify POS is on. If you use the code, keep this email or its text message on.
There's no button to restore the original email. Before you change an email's code, copy it to a safe place so you can paste it back.
FAQs
Why didn't my customer get an email?
Check these in order:
The email's switch is on in Settings → Email notifications.
The status changed in Appstle. Changes made in Shopify send no email.
That status has an email. Pickup orders get none when you mark them Completed, and shipping orders get emails only from Shopify POS.
The order has a customer email address. Orders placed with only a phone number have none.
Klaviyo isn't connected. If it is, Klaviyo sends the emails.
The email isn't in the customer's spam folder (see the next question).
Why do my emails land in spam or show as unverified?
Your Sender Email is probably your own address. The emails are sent through Appstle's mail server, and the app can't verify your domain yet, so Gmail and other inboxes may flag them. Change Sender Email back to the default, [email protected], and click Save. To send from your own domain, connect Klaviyo and build the emails there.
I clicked Test email but nothing arrived. Why?
The test goes to the store contact email Appstle saved when you installed the app, not to the address you're signed in with. Check that inbox and its spam folder. If your store's contact email has changed since then, ask Appstle support to update it. If the page has unsaved changes, Test email doesn't send until you save them.
Why didn't I get an admin email?
Check these in order:
The admin email's switch is on in Settings → Email notifications.
The order's location has an address in Internal notifications (store pickup) or Notifications (local delivery). Admin emails go only to those addresses.
Klaviyo isn't connected. If it is, admin emails become Klaviyo events too.