[intro] When you have completed this Guide, you will have configured the outgoing emails to customers from your EKM online shop. Before you begin, it’s a good idea to make sure your shop has a domain name and an email address set up especially to deal with customer’s queries. [/intro]

[summary]

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1. From the Dashboard, click the Settings tab:

2. Now you need to click Outgoing Emails on the bottom left of the page:

Email Settings

Shop Email Address

At the top of this page, is a field for you to add an email address to:

Here,  you need to add an email address which matches your domain name- such as sales@ or similar. This ensures customers will receive emails from your shop which are sent from the correct address. 

[warning]Do not add in an email address from a free provider, such as an email that ends in @gmail.com, @Yahoo.com, @BTInternet.com or similar. Not only does this look very unprofessional, but using a free email address in this field can on occasion, prevent customers from receiving emails from your EKM online shop.[/warning]

The reason for this is because each of the free email providers - and there’s a lot of them - have different settings on their accounts for they deem to be spam. When customers place an order on your EKM online shop, the system sends them a confirmation email listed from the address in the Shop Email Settings field and this uses a method called ‘spoofing’. What this means is that the email appears to come from your email address, but in reality it’s sent on behalf of you by your EKM online shop. 

This is a perfectly normal procedure that lots of platforms use, however some email providers will wrongly class these emails as spam, or worse, block them from reaching your customers. To avoid this occurring, ensure you have a dedicated email address set up with ends in your own domain name, which will ensure that your emails will always be delivered to your customers and not classed as potential spam by their email providers.

Enable Captcha

Captcha is the feature that you will have seen on lots of websites, where you have to ‘enter the numbers you see in the box’ or ‘tick all the images which contain a road sign’. Captcha was created to stop bots from sending countless emails and filling in forms with spam. On the EKM online shop platform, our Captcha looks like this:

It’s essential that you have the Captcha box ticked, as if you have a Contact Form on a Webpage or the Customer Reviews feature installed, bots can send you countless emails and leave lots of reviews - which are just gobbledegook on your online shop - and that doesn’t make for a very good customer experience.

Email Templates

Further down the page, you have the Email Templates. This is where you can edit the actual content of the automatic emails which are generated by your EKM online shop:

Shop Owner Notifications

Click this Header to reveal the Email Templates:

Shop Owner Email

This is the email that is sent to your as the shop owner when an order is placed on your EKM online shop. The email will be sent to the address that you added to the field above, on this same page. You shouldn't need to edit the content of this email as it’s simply a correspondence between you and your EKM online shop, but it is possible.

If you click Edit, you can amend the content, but be sure not to delete any of the EKM tags or any command within [square_brackets] as these tags are essential for displaying the right content within the email. If you do decide to make any changes, make sure you click the green Save button in the bottom right-hand corner of the Edit Shop Owner Email window:

Order Placed Email

This email is the first one that the customer will receive from your EKM online shop upon placing their order. It’s a good idea to amend the content of this email to make it more personal to your brand.

If you click Edit, you can amend the content, but be sure not to delete any of the EKM tags or any command within [square_brackets] as these tags are essential for displaying the right content within the email. If you do decide to make any changes, make sure you click the green Save button in the bottom right-hand corner of the Edit Order Placed Email window:

Order Status Updates

Email Template for Order Status Updates

These are the emails that your customers receive every time you change the status of an order and opt to notify them of this via an email. It’s advisable to edit the content of these to match the voice of your brand, but as always, don’t delete any of the EKM Tags as this will prevent the emails working properly and displaying the correct information:

Abandoned Cart Saver

If you have installed the Abandoned Cart Statistics feature on your EKM online shop, you’ll know that you can select how often and how many Abandoned Cart emails a customer may receive after abandoning an order. In this area, you can access and edit the contents of 

Abandoned Cart Email after One Day/One Hour/Two Days

Ideally if you have activated Abandoned Cart Emails, you should edit the text within these to ensure it fits your brand but as always, don’t delete any of the EKM Tags as this will prevent the emails working properly and displaying the correct information. When you’ve finished making changes, you need to click the green Save button in the bottom right-hand corner of the window:

Stock Alerts

If you have installed the Back In Stock Statistics feature and enabled Back In Stock Alerts, so customers can enter their email address on the Product Page to receive a notification for when that Product is back in stock, this is the area where you can amend the email notification that the customer will receive.

Email Template for Back In Stock

If you have allowed this functionality on your EKM online shop, it would be a good idea to amend the text on this email to better fit the branding of your EKM online shop. Don’t delete any of the EKM Tags as this will prevent the emails working properly and displaying the correct information. When you’ve finished making changes, you need to click the green Save button in the bottom right-hand corner of the window:

Customer Accounts

If you have installed the Customer Login feature on your EKM online shop to allow customers to make accounts, save Products to a Wish List and earn Loyalty Points, this is the area where you can edit all of the emails a customer could potentially receive from your EKM online shop:

Attempt to Recover Password for Unregistered User Email

If the customer has attempted to log into their account on your EKM online shop but they’re using the wrong email address and not the one that they registered with, then they receive this email. As with all customer-facing email templates, it’s a good idea to reword these to suit your brand, but don’t adjust or delete the EKM Tags as this could prevent the email from working properly. When you have finished editing, you simply need to click the green Save button in the bottom right-hand corner of the window.

Email Updated Email

If the customer changes the email address that’s registered to their account on your EKM online shop, this email is sent automatically to their old email address.

Merchant Triggered Create Password

When you have created an account for a customer on your EKM online shop, they will of course have to set their own password to adhere with GDPR compliance. This is the email the customer receives to instruct them to create their password.

Merchant Triggered Reset Password

If the customer contacts you as the shop owner to change their password, you need to explain to them that’s something they need to do themselves via an email as to do otherwise is not GDPR compliant. This is the email that the customer receives when you have clicked within their account on your EKM online shop.

Multiple Failed Logins Email

If the customer has attempted to log into their account on your EKM online shop with the wrong details too many times, they will automatically receive this email.

Password Updated Email

When the customer has successfully reset the password on their account, they will automatically receive this email. 

Reset Password Link Email

If the customer clicks the ‘Forgotten Password?’ link when they are trying to log into their account, this is the email that they receive.

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[contact] If you need our help with your EKM online shop, contact your Account Manager or Customer Support, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm on the weekends. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions board. If you have a non-account specific question ask the EKM Team, join us in EKM Community.  [/contact]