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Webstore Orders: Status Changes and Customer Notifications
Webstore Orders: Status Changes and Customer Notifications

How to manage customer email notifications when you change an online order status.

Shandara Hart avatar
Written by Shandara Hart
Updated over 9 months ago

Customers receive an order confirmation email by default when their order is successfully placed online. Ricochet also allows you to enable or disable automatic emails to be sent when the status of an order is updated.

Emails are dynamic and default messaging will be based off of the type of order (Shipment Order, Pick-up Order or Delivery Order). However, you can add additional messaging to each email that will appear below the dynamic messaging.

How To Manage Email Notifications For Online Orders:

Inside Ricochet,

  1. Click Online Store

  2. Click Settings

    Scroll to the bottom, under Email Notifications,

  3. Toggle to Enable/Disable types of notifications to be sent (ON by default)

    • New -> Prepared means a notification sends when an order status is changed from"New" to"Prepared"

    • Prepared -> Fulfilled means a notification sends when an order status is changed from "Prepared" to "Fulfilled"

    How To Add Additional Messaging:

Under Custom Message,

  1. Click a Template Link

    • New to Prepared (Shipment)

    • New to Prepared (Pickup)

    • New to Prepared (Delivery)

    • Prepared to Fulfilled (Shipment)

    • Prepared to Fulfilled (Pickup)

    • Prepared to Fulfilled (Delivery)

  2. Input Custom Message

  3. Click Save

Example Customer Email:

How To Find Online Orders:

While online orders can be found inside your Sales Detail Report, more in-depth information and functionality is available within the Webstore - Orders Report.

Inside Ricochet,

  1. Click Online Store

  2. Click Orders

  3. Select a date range (Today, This Week, This Month or use the date picker)

  4. Click the three lines with three dots to the right to see more detail or click the top most icon to expand all

    1. Click View Order Details from the expanded view to see more Shipping & Payment details

  5. Refer to the Summary at the bottom of the report for totals.

    Print this report, or export it as a .csv for use in your preferred spreadsheet tool.

How To Change The Status Of An Online Order:

The status of an online order can be changed from either the initial Online Orders Summary page or from the Order Summary page after clicking "View Order Details."

Under the Status Column,

  1. Find the order needing updated

  2. Click the drop down arrow

  3. Choose Status of the order

    • New - automatically assigned when an order is placed online

    • Prepared - prompts a notification to the customer letting them know you have prepared the order and it will either ship soon, be delivered soon, or be ready for pick up.

    • Fulfilled - prompts a notification to the customer letting them know their order is complete.

      NOTE: If the item is being shipped, input tracking information into the pop-up. If you do not yet have the tracking number you can choose to skip and edit this later. Click HERE for steps on setting up shipping preferences.

      A link to tracking details will be provided in the email for your customers' reference.

    • Returned - does not prompt a notification to the customer, as this is a reference for returned items only.

Example Customer Email:

How To Edit Shipping Tracking Details:

Inside Ricochet,

  1. Click Online Store

  2. Click Orders

  3. Select a date range (Today, This Week, This Month or use the date picker)

  4. Click the three lines with three dots to the right of the order

  5. Click View Order Details from the expanded view

Under the Shipping & Payment section,

  1. Click the Edit button found next to the tracking number

  2. Input new tracking information into the pop-up

  3. Click Save

    A notification will be sent to the customer advising that their order has a shipping update.

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