In order to let merchants edit default messages, SHOPLINE offers a "Custom Notification" feature that not only allows merchants to include text, images, links, and provides information about store activities and products to customers. Merchants can also send these messages through SMS, email, or both. In this article, we will be talking about "Order" related custom notifications.
*Note: Please contact the Merchant Success Team to enable SMS notification.
This article will cover the following:
- Setup
- Custom notifications overview
- Manually added orders, split orders, email notifications for status updates
- How to edit order-related SMS and email notification content
- Custom notification language settings
- Notes
1. Setup
First, check your store's plan/modules by clicking on [Hello (your name)] in the top right-hand corner of SHOPLINE Admin, then click My Subscription & Billing from the drop-down menu.
With the headings "Plan" and "Modules" as shown below, please check the Membership notifications overview table below to see if you have the correct plan and modules.
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. Custom 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
Click on the Order tab to see order-related notification settings. You can choose to send or edit email notifications or SMS notifications based on different needs.
*Note: [Coming Soon] Newly added types include Product Subscription Information Update Notification and Product Subscription Credit Card Information Update Notification.
Order-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.
For more information on specific notification types and related features, please refer to the relevant FAQ articles below:
- Order Completed Notification/ Order Status Update Notification/ Payment Status Update Notification/ Order Detail Status Update Notification: Instructions | Order Management
- Delivery status Update Notification: Change Delivery Method After Placing Order
- Split Order Complete Notification: Split Orders｜Order Management
- Subscription Order Reminder
- [Coming Soon] End Subscription Notification
- Order Canceled Notification: Cancel Order By Customer | Order Management
- Customer Return Order Request Notification/ Return Order Status Update Notification: Return Order by Customer
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SHOPLINE Payments Refund Notification: 信用卡退刷流程｜SHOPLINE Payments (Only available in Chinese)
3. Manually added orders, split orders, email notifications for status updates
i. Manually add an order placement notification
- If the merchant manually places an order for the customer, they can click here to choose whether or not to send a notification.
- Click the Order Completed Notification and you will be to be directed to the editing page for custom notifications.
ii. Split orders
- When splitting orders, if the following options are checked as displayed below, the system will send out split order notifications.
- If the "order split notification (original order/ new order)" link is checked, the merchant will be directed to the editing page for custom notifications.
iii. Status change
- When the system automatically updates order status, payment status or delivery time, the system will automatically send out an email notification.
- If you manually change the status stated above, you have to check the following box as displayed below so the system will send out an update email notification.
4. How to edit order-related SMS and email notification content
i. Custom SMS
Step 1
Once you have clicked on the content as shown below. (Sample: Order Status update Notification)
- Message (sample): The bottom right section will indicate the total characters, click the Edit button to start editing.
- Details/ Settings: The time in which the notification will be sent. If you enable "Send this SMS", there will be an SMS fee charged.
- Variables: The default text you can use for the message notification will be listed here, if you want to see more, click "FAQ".
Step 2
After editing the message, you can click on Preview to view how the SMS notification will turn out. If you are not satisfied with the results, you can click "Back to Default". After you have finished editing, please remember to click the SAVE button on the top right corner.
*Note:
- When saving, the system will not conduct a system text check. It is suggested that you preview to check first before saving.
- The URL and system text variables shown in the preview are only sample content. Please refer to Variables for the actual content sent.
Preview notification content:
Click "Back to Default": a window reminder will pop up. Once you click OK, the content will be wiped and cannot be restored.
ii. Email custom notification
Step 1
Once you have clicked in to edit the email notification, you will see the following. (Sample: Order Status Update Notification)
- Message (sample): The bottom right corner will display the total characters, click Edit to start editing.
- Details/ Settings: The time in which the notification will be sent. It can be seen in the custom notification list column.
- Variables: The default text you can use for the message notification will be listed here. If you want to see more, click this FAQ.
Step 2
After editing the message, you can click on Preview to view how the email notification will turn out. If you are not satisfied with the results you can click Back to Default. After you have finished editing, please remember to click the SAVE button on the top right corner.
*Note:
- 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 grammar 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 it in the same way shown in the preview window.
- 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.
5. Custom notification language settings
The language supported on the tab is based on what you selected through [Settings] > [Basic Settings] > [Supported Shop Language]. If you wish to edit for other languages, please proceed to Basic Settings.
*Note:
- The language of the notification message customers receive will be based on the settings for "Default Shop Language". If you set "based on customer's browser language", the language of the notification messages that customers receive will be the one they chose for their browser when they were registering at your storefront.
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If you set it to "your custom choice," the language of the notification message customers receive will be based on the default you have chosen.
6. Notes
- If you enable the SMS feature, SHOPLINE will charge a monthly SMS fee.
- The displayed SMS number count is only for reference and not necessarily the final count as that will vary according to variables. E.g.: {{store_credit.end_at}}
- The fee charged for an SMS = custom messages + variables (e.g. {{store_credit.end_at}}), the fee amount will be based on the monthly SMS report.
- If you need to enable administrator permissions, go to [Settings] > [Permission & Security] > Admin Access Rights (Edit) > [Custom Notification]. Click "View" to see the scope of view or "Edit" to enable permission to send and edit content.
- If you have already edited the content of the system notification message (shown in the red box), through [Online Store Design] > [Code Editor], the system will prioritize your edits and not sync up the custom notification page settings.
- If you want to send Custom Notifications to your customers, please make sure you delete the content edits you made through the Online Store Design and do not edit content through the Online Store Design in the future to avoid your customers receiving website design edit content.
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