Between your customer buying and receiving the parcel there are several days when all they hear from you are the order updates. In Experience you decide which emails we send in your brand's name, what they say and how they look.
The five emails
The screen has two tabs: Tracking, with the first four, and Returns, with the last one.
Order being packed: sent when the warehouse prints the order's shipping label.
Order shipped: sent at that same moment, with the carrier and tracking number.
Order delivered: when the carrier confirms delivery.
Ready for collection: only for warehouse-collection orders, when the order is packed and the buyer can come and pick it up. It replaces the shipped email.
Return requested: when a return is created, whether the buyer requests it from the portal or you (or we) create it from the panel. It comes with the label attached and the details of the pickup point where they drop off the parcel.
Which ones are on by default
Out of the box, only Return requested and Ready for collection are on. Being packed, shipped and delivered come paused: if you want your buyer to get them, switch each one on with its toggle (from “Paused” to “On”).
Careful: “Order being packed” and “Order shipped” go out at the same time, when the label is printed. If you turn both on, your buyer gets two emails back to back. The usual choice is to turn on just one; if in doubt, the shipped one, which carries the tracking.
Who doesn't get them
Amazon orders: Amazon doesn't allow writing to its buyers, so they never get your brand emails. Amazon already notifies them with the tracking we confirm to it.
Stock withdrawals: the recipient is you, not a buyer.
Orders without a buyer email.
Your identity, set once
At the top, under Email branding, you define what they all share: your logo and its position, the sender name shown in your customer's inbox, your brand colour for the header and the button colour.
These settings are shared with the returns portal, so set them once and the whole journey matches.
The content of each email
Each email has its own editor with subject, headline, message and button text, and a preview alongside that updates as you type. When you're done, click Save changes. If you get in a tangle, Reset to default brings back the original text.
The button
You choose the text; where it goes depends on the type of email. Leave the text empty and the button doesn't appear.
Order shipped: opens the carrier's tracking page.
Order delivered: opens your returns portal (“Something wrong?”). It only appears if your portal is switched on.
Return requested: downloads the PDF label.
Order being packed: opens the carrier's tracking page (the email goes out when the label is printed, so the tracking number already exists). For warehouse-collection orders there's no button.
Ready for collection: no button.
Variables
You can insert order data by writing it between double braces. Show available variables gives you the exact list for each email:
In all of them:
{{customerName}},{{orderNumber}},{{brandName}},{{carrierName}},{{trackingNumber}},{{trackingUrl}}(tracking link) and{{returnUrl}}(your returns portal).In “Ready for collection”:
{{pickupAddress}}, the address to collect it from.In “Return requested”:
{{returnReference}}(return number),{{methodLabel}}(refund or exchange),{{labelUrl}}(the label) and{{relay}}(the pickup point details).
Always write for the worst case: if a variable comes out empty, the sentence still has to make sense. The carrier and tracking, for example, don't exist yet at some points.
The product block
With {{products}} you insert the card with the order's items: photo, SKU, units and price, with the total. In the return email it shows the items being returned, without prices.
Language
There's one text per email, and it doesn't change with the order's language. What counts is your account's language (the one the account holder chooses under Settings → Panel language): it decides the language of the default texts, the email footer and the format of amounts. Whatever you write goes out as is, so if you sell in several countries, write it for your main audience.
Test it before switching it on
The Send a test button sends you the email exactly as it is in the editor, with sample data, to the address you give it. Check it on your phone: that's where most of your customers will open it.
Tips that work
Write the way you write in your store. If you're casual there, be casual here.
The subject reads as one line on a phone: put the important part first.
Don't promise timings you don't control (“arrives tomorrow”); say what you know for sure.
Give them a way out: put your store's support email or WhatsApp in the message. If they reply to the email, the reply reaches us, not you.
FAQ
What address do they come from?
With the sender name you set, so your brand appears in your customer's inbox, but from a Furgox address. If your buyer clicks “Reply”, their message reaches us. That's why it's worth putting your contact details in the text. At the bottom of the email there's a discreet line: “Powered by Furgox”.
If I pause an email, is my customer left without information?
It depends on your store, because some platforms send their own shipping notice when we pass them the tracking:
Shopify: sends its shipping email with the tracking, unless you switch off Let Shopify send the shipping notice on the store's card in Integrations (it's on by default). Right there you'll find the What your buyer receives box, which warns you if they're going to get two emails for the same shipment, or none.
WooCommerce: we add a customer note to the order with the tracking.
Squarespace: always sends its own shipping email.
PrestaShop: we move the order to “Shipped” with its tracking; which email goes out depends on how that status is set up in your store.
With a store that doesn't notify, if you pause the shipped email nobody tells your buyer the order has left. And that's exactly what they most want to know: it's the email that keeps the most “where's my order?” messages out of your inbox.
Want us to look over your texts before you switch them on? Message us from the panel chat.