SHOPLINE's Custom Notification feature allows merchants to customize notification messages for membership-related occasions. Merchants can edit default messages and include links, text, and images to provide information about store campaigns to customers via SMS, email, or both.
*Note: Please contact Merchant Success Team to enable SMS notification.
This article will cover the following:
- Setup
- Member-related notifications overview
- How to customize message content
- Custom notification language settings
- Notes
1. Setup
First, check your store's plan/modules by clicking on Hello (Your Name) at the top right corner of SHOPLINE Admin, then clicking My Subscription & Billing from the dropdown menu.
A. With the headings "Plan" and "Modules" as shown below, please check the overview table below to see if you have the correct plan and modules.
B. If you are using the Basic, Advanced, Premium, O2O, Enterprise, or Cross Border plan (as shown below). Please confirm whether your store is using Cross Border, O2O or Enterprise plan.
If you have an eligible plan and/or the correct modules, go to [Apps] > [App Store] and install "Custom Notification."
2. Member-related notifications overview
Step 1
In SHOPLINE Admin, go to [Settings] > [Custom Notification]. On this page, you can switch between the "Member" and "Order" tabs to view related custom notification settings.
Step 2
Select the "Member" tab to view the related settings for all member notifications. The supported sending method (Email / SMS) will be shown on the right side of each field.
*Notes:
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Password reset notifications can currently only be sent by email.
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Some email notifications will only be sent to members who "have provided an email address and subscribed to emails."
- Abandoned cart notification
- Member referral-related notification
- Credit assignment-related notification
- Member point assignment-related notification
- Coupon-related notification
- [Coming soon] If you have the "Membership Auto-Downgrade" feature, "Membership Downgrade Notification" will appear in this tab. Please read this article for details.
Member-related notification overview
The table below provides an overview of the trigger points that cause each notification to be sent, and the plans/modules required to use each notification type. Right-click to view it in another tab or download it to view.
*Note: [Coming Soon] If you have enabled the "Membership Auto-Downgrade" feature for order cancellation, a "Member Downgrade Notification" will be added to the custom notification list. please read this article for details.
For more information on specific notification types and related features, please refer to the relevant FAQ articles below:
- Membership signup/password settings: Mobile Number Sign Up and Login
- Membership upgrade: Set Up Membership Tier(s)
- Store Credits: Sales & Promotions: Store Credits, Welcome Credits, Order Reward Credits｜Store Credits, Birthday Credits｜Store Credits, Store Credit Expired Notification
- Member Referral: Member Referral Campaign
- Member Points: Member Points
- Email Verification Notification: Email Verification for Sign Up
- Mobile Verification Notification: Mobile Number Sign Up and Login
- Abandoned Cart Notification: Send "Abandoned Cart Email" to Shop Members
- Back in Stock Notification: Back in Stock Notification
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Coupon promotion: Promotions Step 3 - Set Benefits & Criteria
3. How to customize message content
A. SMS custom notifications
Step 1
Click on the Edit button to the right of the SMS notification message you want to edit. The example below is for an "Online store sign up" notification.
- Message (sample): The bottom right section will indicate the total characters, click Edit to start editing.
- Details The scenario in which the notification will be sent.
- Settings: Which channel the notification will be sent. If you enable "Send this SMS", there will incur an SMS fee.
- Variables: The default text you can use for the message notification will be listed here. Click here to know more.
Step 2
After editing the message, you can click Preview to view how the SMS notification will turn out. Click Back to Default if you are not satisfied with the results. After you have finished editing, please remember to click the SAVE button at the top right corner.
*Notes:
- The system will not verify whether the system text is correct when saving. Please check it by using the preview feature before saving it.
- The variable and URL shown in the preview are a sample of how the variables will be converted. The actual content will depend on the store settings. Click here to view how to use variables in messages.
Preview notification content:
When clicking Back to Default, a window reminder will pop up. Once you click OK, the content will be removed and cannot be restored.
B. Email custom notifications
Step 1
Click on the Edit button to the right of the email notification message you want to edit. The example below is for an "Online store sign up" notification.
- Message (sample): The bottom right section will indicate the total characters, click Edit to start editing.
- Details/ Settings: The scenario in which the notification will be sent. When merchants see the "Email" logo next to the notification type, it means the notification can be sent via email.
- Variables: The default text you can use for the message notification will be listed here. Click here to know more.
Step 2
After editing the message, you can click Preview to view how the SMS notification will turn out. Click Back to Default if you are not satisfied with the results you can. After you have finished editing, please remember to click the SAVE button at the top right corner.
*Notes:
- To ensure the successful delivery of email notifications, the subject statement should not exceed 78 characters (variables included).
- The email style will be displayed according to the color scheme of the storefront design. If your store template is Dusk, Philia, Varm, Skya, Sangria, Bianco, Doris Bien, Kingsman, or Ultra Chic, the default text and background color of the email button will match the storefront template. For other templates, the default color is blue. You can modify the button color for all templates except Kingsman, Ultra Chic, Varm, and Philia.
- If you have previously edited the email notification message, the system will maintain your customized content and no further modification is required.
- The system will not verify whether the system text is correct when saving. Please check it by using the preview feature before saving it.
- Some email clients do not support iframe and video. If such language is in the custom message content, please make sure to test whether the message can be viewed normally.
- The preview function is in a web browsing environment, which is different from that of the email clients. In other words, the email client may not be able to view in the same way shown in the preview window.
- The variable and URL shown in the preview is a sample of how the variables will be converted. The actual content will depend on the store settings. Click here to view how to use variables in messages.
Custom notification content examples
The customized email and SMS notification content can be used to promote special offers, remind member's rights and benefits, and deliver brand images. Merchants can change the tone of the message to suit the brand image. Three examples for reference are listed below.
- Online Store Sign Up SMS Notification to remind customers of welcoming discounts
- Assign Store Credits SMS Notification to promote the free-shipping offer
- Membership upgrade email notification to notify members about their membership offer
4. Custom notification language settings
The language tabs for custom notifications are regarding the language selection set in the SHOPLINE Admin > [Settings] > [Basic Settings] > Supported Shop Languages. Merchants can go to the Basic Settings to edit the selection.
*Notes:
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The language used for notification messages will depend on your store’s "Default Shop Language". If you have selected the "based on customer browser language" option, then customers registering with your store will receive notification messages in the language their browser uses.
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- Online store sign up notification: Language selected by a customer when registering as a store member.
- Password reset notification: Default browser language last used by a member.
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If you have selected "your custom choice" for the default shop language, then notification messages sent to customers will use the custom language option you have selected.
5. Notes
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A monthly fee will be charged for SMS notifications if this feature is enabled.
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The "SMS character count" is for reference only. The final number of characters will vary depending on the length of the variables within a notification message, e.g. {{store_credit.end_at}}.
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The fee charged for an SMS = custom messages + variables (e.g. {{store_credit.end_at}}), and the fee amount will be based on the monthly SMS report.
- It is recommended to use variables for URLs. The system will automatically convert them into compliant short URLs. If you use other short URLs, texts that resemble URLs, or texts containing “.”, telecommunications service providers might flag them as sensitive or suspicious, which could result in blocked SMS delivery.
- When sending long text messages, if the system's default text for the URL is not fully displayed within the same message, it may be deemed invalid by the telecom providers and fail to send.
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To grant staff members permission to view/edit custom notification messages, in SHOPLINE Admin, go to [Settings] > [Permission & Security], click Edit, then scroll down to Custom Notification.
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If you have edited the content of the system notification letter (highlighted in the red box) under [Online Store Design] > [Code Editor], the email content will be based on the edit you designed in the Online Store Design. The custom notification page will not synchronize and show the settings.
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If merchants want to send customized notifications to customers, please remember to delete the edited email template in the Code Editor and stop editing content through Code Editor.
- Membership Upgrade, Membership Downgrade, Birthday Credits, Store Credit Expired, Coupon Valid, and Coupon Expire Notifications support customizing any time point (i.e. 00:00, 01:00, 02:00, etc.) between 00:00-23:00 (UTC+8) as the sending time; the sending time will take effect the day after the new setup is completed, but certain special circumstances may prevent sending or result in duplicate sending.
Membership Upgrade/ Downgrade Notification The setup will take effect the day after the new sending time is saved. Birthday Credits Notification The setup will take effect the day after the new sending time is saved. Store Credit Expired Notification If the new sending time is later than the original sending time, with the original sending time being an example of the system default time:
- If the setup is saved before the system default time (12:00 at noon), and notifications have not been sent yet + the new sending time has not arrived, the setup will take effect on the same day.
🔔 Ex: If you set the new sending time to 13:00 at 11:00, the notifications for that day will be sent once at 13:00.
- If the setup is saved after the system default time (12:00 at noon), and notifications have already been sent but the new sending time has not arrived, the notifications will be resent.
🔔 Ex: If you set the new sending time to 16:00 at 13:00, notifications for that day will be sent twice, at the system default time of 12:00 and the new sending time of 16:00.
- If the setup is saved after the system default time (12:00 at noon), and notifications have already been sent and the new sending time has passed, notifications will no longer be sent for that day, and the setup will take effect the next day.
🔔 Ex: If you set the new sending time to 07:00 at 13:00, notifications for that day will be sent at the system default time of 12:00, and as of the next day, notifications will be sent at 07:00.
If the new sending time is earlier than the original sending time, with the original sending time being an example of the system default time:
- If the setup is saved before the system default time (12:00 at noon), and notifications have not been sent yet + the new sending time has not arrived, the setup will take effect on the same day.
🔔 Ex: If you set the new sending time to 11:00 at 07:00, the notifications for that day will be sent once at 11:00.
- If the setup is saved before the system default time (12:00 at noon), and notifications have not been sent but the new sending time has passed, notifications will not be sent.
🔔 Ex: If you set the new sending time to 07:00 at 11:00, notifications will not be sent on that day, and as of the next day, notifications will be sent at 07:00.
- If the setup is saved after the system default time (12:00 at noon), and notifications have already been sent and the new sending time has passed, notifications will no longer be sent for that day, and the setup will take effect the next day.
🔔 Ex: If you set the new sending time to 07:00 at 13:00, notifications for that day will be sent at the system default time of 12:00, and as of the next day, notifications will be sent at 07:00.
Coupon Valid/ Expire Notification If the new sending time is later than the original sending time, with the original sending time being an example of the system default time:
- If the setup is saved before the system default time (9:00 AM), and notifications have not been sent yet, and the new sending time has not arrived, the setup will take effect on the same day.
🔔 Ex: If you set the new sending time to 13:00 at 07:00, the notifications for that day will be sent once at 13:00.
- If the setup is saved after the system default time (9:00 AM), and notifications have already been sent but the new sending time has not arrived, the notifications will be resent.
🔔 Ex: If you set the new sending time to 16:00 at 10:00, notifications for that day will be sent twice, at the system default time of 09:00 and the new sending time of 16:00.
- If the setup is saved after the system default time (9:00 AM), and notifications have already been sent and the new sending time has passed, notifications will no longer be sent for that day, and the the setup will take effect the next day.
🔔 Ex: If you set the new sending time to 07:00 at 13:00, notifications for that day will be sent at the system default time of 09:00, and as of the next day, notifications will be sent at 07:00.
If the new sending time is earlier than the original sending time, with the original sending time being an example of the system default time:
- If the setup is saved before the system default time (9:00 AM), and notifications have not been sent yet, and the new sending time has not arrived, they will take effect on the same day.
🔔 Ex: If you set the new sending time to 08:00 at 07:00, the notifications for that day will be sent once at 08:00.
- If the setup is saved before the system default time (9:00 AM), and notifications have not been sent but the new sending time has passed, notifications will not be sent.
🔔 Ex: If you set the new sending time to 07:00 at 08:00, notifications will not be sent on that day, and as of the next day, notifications will be sent at 07:00.
- If the setup is saved after the system default time (9:00 AM), and notifications have already been sent and the new sending time has passed, notifications will no longer be sent for that day, and the setup will take effect the next day.
🔔 Ex: If you set the new sending time to 07:00 at 13:00, notifications for that day will be sent at the system default time of 09:00, and as of the next day, notifications will be sent at 07:00.
- If the setup is saved before the system default time (12:00 at noon), and notifications have not been sent yet + the new sending time has not arrived, the setup will take effect on the same day.
Read more
- Short Message Service (SMS) Pricing
- Custom Notification - Variables
- Custom Notifications - Order-Related Notifications
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