Messaging a customer about an order

How order messages work

Messages are sent from the order page and are linked to that order. They appear under the item list and update each time you open the order. All conversations are also gathered in the Messages section of your Backoffice.

Note: The order needs a customer before you can send a message. If it has none, add one in the Billing section (see Editing and managing orders).

Sending a message

1. Open the order and click in the message field.

2. Type your message, or start from a template (see below).

3. Click Send message.

The customer gets an email notification and reads the message in their customer account on your Eshop. When they reply, you get a notification in the Backoffice, and the reply shows in Messages and on the order page.

In the Orders menu, an icon next to the customer's name shows the conversation status:

• You have an unread message from the buyer >

• You've already contacted the buyer >

Using message templates

Templates let you send consistent replies for common situations: order confirmations, shipping updates, payment reminders.

To use one, pick it from Select a template above the message field. It loads into the field, where you can adjust it, for example to add a tracking link.

Creating and editing templates

1. Open any order and go to the Messages section.

2. Click Edit templates.

3. Add or change your templates in the editor, then save.