[intro] When you have completed this Guide, you will know where to find the various outgoing emails that customers can receive 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 customers’ queries. [/intro]

[summary]

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1. From the Dashboard, click Settings at the bottom of the left-hand menu:

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:

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 a Shop 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.

The reason for this is that each of the free email providers - and there are a lot of them - have different settings on their accounts that 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 your behalf 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 which ends in your domain name, that will ensure that your emails will be delivered to your customers and not classed as potential spam by their email providers. [/warning]

Enable CAPTCHA

Ticking this box ensures that bots are unable to submit spam via the contact form on your EKM online shop.

[remember]If you cannot see the CAPTCHA option on this page, you will have turned it on previously - as ticking the box will turn on CAPTCHA and this setting will no longer be visible. [/remember]

Attach Invoice PDF

If you expect your EKM online shop to have a lot of business customers, tick this box to ensure that a PDF version of the order invoices is attached to the email for your customers:

Override Accent Colour

Here you can tick the box to Override the Accent Colour of your outgoing emails from the defaults dictated by the Theme you're using on your EKM online shop:

Ticking the box with reveal a Colour Picker window. Click it:

You can drag the circle in the larger window to select your shade, use the slider below that to select the colour, click one of the primary colours below to use one of those, or if you have a hex code for a specific colour, paste it into the field and press Enter on your keyboard:

Status Email Sends

It is recommended that this remains set as Automatic however if you wish to manually trigger Status Email sends (such as Order Placed Emails for example), you need to amend the drop-down and select Manual. When you have finished amending your settings in this area, be sure to click the green Save button on the right-hand side: 

Email Templates

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

[tips]This Guide takes you through the different steps you need to take to edit your Outgoing Email templates. [/tips]

Custom Emails

Here, you’ll see any Custom Emails you have created for your EKM online shop. Click the header to reveal these emails, and you’ll also see two default ones we have created for you:

[tips] You can create Custom Emails for your EKM online shop by following the steps in this Guide. [/tips]

Shop Owner Notifications

Click this Header to reveal the Email Templates:

Shop Owner Email

This is the email that is sent to you 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 in the Shop Email Address 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:

[tips]This Guide takes you through the different steps you need to take to edit your Outgoing Email templates. [/tips]

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:

[tips]This Guide takes you through the different steps you need to take to edit your Outgoing Email templates. [/tips]

Merchant Product Reviewed Email

If you have installed the Customer Reviews feature on your EKM online shop when a customer has left a review for a product, you will receive this notification email:

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 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 from working properly and displaying the correct information:

[tips]This Guide takes you through the different steps you need to take to edit your Outgoing Email templates. [/tips]

Product Review Email

If you have installed the Customer Reviews feature on your EKM online shop when a customer has purchased anything from you, they will receive this email to encourage them to leave reviews on the products they have bought:

Email Template for Order Status Updates (COMPLETE)

When a customer has purchased from your EKM online shop and the order has been dispatched, the next stage is to mark the order as Complete. When you do this, you can send this email to your customer:

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. 

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

These are the individual emails the customer will receive after abandoning a cart on your EKM online shop:

[tips]This Guide takes you through the different steps you need to take to edit your Outgoing Email templates. [/tips]

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. 

[tips]This Guide takes you through the different steps you need to take to edit your Outgoing Email templates. [/tips]

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:

Product Reviewed Email

This is what your customers will receive after they have left a review on a product on 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. 

[tips]This Guide takes you through the different steps you need to take to edit your Outgoing Email templates. [/tips]

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.

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.

Password Updated Email

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

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.

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 and allows them to reset their own password.

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 to GDPR compliance. This is the email the customer receives to instruct them to create their password.

Signup Confirmation Email

This email is what your customers will receive when they have successfully created an account on your EKM online shop. 

Subscriptions Updates

All of the email templates here refer to the Subscriptions feature:

Updated Subscription Address

This email is sent to the customer when they have updated their shipping address for their subscription.

Card Expiring

This email is sent to the customer when their payment method, for their subscription, is about to expire.

Subscription Ordered Email

This email is sent to the customer when they have purchased a subscription.

Subscription Renewal Email

This email is sent to the customer when their subscription has been renewed.

Failed Subscription Payment

This email is sent to the customer if their payment method fails.

Updated Subscription Payment

This email is sent to the customer when they have updated their payment method for their subscription.

Subscription Order Refund

This email is sent to the customer when their subscription order has been refunded.

Merchant Updated Subscription Address

This email is sent to the shop owner when a subscription updates its shipping address.

Merchant Subscription Ordered

This email is sent to the shop owner when a subscription has been purchased.

Subscription Cancelled

This email is sent to the shop owner when a subscription has been cancelled.

Merchant Failed Subscription Payment

This email is sent to the shop owner when a customer’s payment method fails.

Merchant Updated Subscription Address

This email is sent to the shop owner when a subscription has its payment method updated.

Merchant Subscription Order Refund

This email is sent to the shop owner when a subscription order has been refunded.

Merchant Updated Subscription Delivery

This email is sent to the shop owner when a subscription has its delivery period changed.

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[contact] If you need our help with your EKM online shop, contact your Ecommerce Expert or the Customer Support Team, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm 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 to ask the EKM Team, join us in the EKM Community. [/contact]