[intro] When you have completed this Guide, you will have configured the outgoing emails to customers from your EKM online shop. Before you being, 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]
- Email Settings
- Enable Captcha
- Shop Owner Email
- Order Placed Email
- Email Template for Order Status Updates
Locating the Outgoing Emails page
From the Dashboard, click the Settings tab:
Now you need to click Outgoing Emails on the bottom left of the page:
At the top of this page, is a field for you to add an email address to, before clicking the green Save button:
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. 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.
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.
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:
Further down the page, you have the Order Templates. This is where you can edit the actual content of the automatic emails which are generated by your EKM online shop:
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 actually need to edit the content of this email, 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:
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. To do that, click the Edit button:
Again, 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.
Email Template for Order Status Updates
These are the emails that your customers receive every time you change the status on 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:
You’ll also notice that there’s a green button to ‘Create New Order Template’:
If you press this button, you can create an email which is sent when an order is assigned a specific status. This is very useful if you have created customer order statuses on your EKM online shop - you can read more about them by CLICKING HERE.
Below this on the page, you’ll see the Customer Templates area, listing the Abandoned Cart Emails:
Before you edit these, it's essential that you read the Abandoned Cart Statistics Guide.
- The Orders Page
- Order Statuses
- Exporting your Orders to a Spreadsheet
- Abandoned Cart Statistics
- Customising your Invoices
[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.[/contact]