4. Customers and Notifications

Unlocking and Managing Registrations

Summary

Under eCom \ eCom customer registration you manage your customers' access.

The type has two lists: open registrations and completed registrations.

How the access model works and which e-mails are triggered is described in the service description on the Access model page.

Open registrations

Here are the customers who could not be registered automatically because there were discrepancies in the registration compared to the master data from the ERP system.

Two options:

Promotion Result
Unlock customer anyway The customer receives the e-mail Registration - new password and can log in.
Delete registration The entry disappears, the customer does not receive access.

A common cause is a missing or syntactically incorrect e-mail address in the customer master data. Cleaner than unlocking is then to correct the address in the ERP system. The customer then requests access again.

Completed registrations

Here are all registered customers. Three options:

Promotion When useful
Change e-mail address The customer no longer has access to their stored address.
Reset password The customer cannot log in and Password forgotten does not help.
Delete registration Access should be revoked.

Special features regarding customer numbers

Not yet verified: The following two points have not been checked.

Either could be a possible reason why an entry seems to be missing when searching.

So that you are informed of enquiries

The e-mail subscription eCom - eCom customer registration must be set up. Without this subscription, you will not be informed that a registration is waiting or that an address in the ERP system needs to be corrected.

Setting up e-mail subscriptions and maintaining templates

Summary

The shop's e-mail dispatch has two controls, and in case of problems, almost always one of these is the cause:

Control Location Controls
Subscription Administration \ E-mail subscriptions who receives an e-mail
Template Basic configuration \ Settings \ Manage e-mail contents what it contains

Setting up subscriptions

For eCom, two groups of subscriptions are relevant, and this is the most important distinction in this chapter.

Subscriptions that only concern eCom

These carry the prefix eCom - :

Subscription type Subscriber receives Mandatory
eCom - Contact form Inquiries from the contact form
eCom - Customer registration New customer inquiries and registrations with master data deviations
eCom - Notification of failed ERP export Notification when a shop order could not be processed on the server yes
eCom - Create orders Notification about orders from the shop, with item listing in the mail text

General subscriptions that also apply to eCom

These carry no prefix because they apply to the shop and normal operations. Known are:

Subscription type Triggered by the shop when
Dispatch of orders incl. Excel every order — adds an Excel file to the order mail
Customer master data change an address change via My profile

Attention: Filtering the subscription list by "eCom" shows only the first group. The general subscriptions are excluded — along with two notifications that the shop actually triggers. Therefore, go through the list once unfiltered when setting up.

To set up a subscription:

  1. Open Administration \ E-mail subscriptions.
  2. Select subscription type and assign the responsible recipients.
  3. Save.

Attention: The subscription for the failed ERP export is mandatory. Without this subscription, no one notices that a customer order did not arrive in the ERP system.

Maintaining templates

Under Basic configuration \ Settings \ Manage e-mail contents, select the template to edit via the Type field.

Relevant for eCom are:

Template type
Contact form
Order
Registration - new password
Registration - Email new
Password forgotten
Reset password
Registration of new customers
Change e-mail

Which process triggers which e-mail

This table is the tool for the question "why is no e-mail coming" or "why is the wrong text inside":

Note: The subscription Customer master data change resulted from merging two earlier subscriptions.

Process in shop Template Sent via To customer To backoffice
Not a customer yet? Registration of new customers Subscription eCom - Customer registration x
Not a customer yet?, master data deviating Registration - Email new Subscription eCom - Customer registration x
Not a customer yet?, master data correct Registration - new password Subscription eCom - Customer registration x x
Access manually enabled Registration - new password Subscription eCom - Customer registration x x
Password forgotten Password forgotten without subscription x
Click on the link in this e-mail Reset password without subscription x
Order Order Subscription eCom - Create orders x x
Contact form Contact form Subscription eCom - Contact form x
Order faulty — Subscription eCom - Notification of failed ERP export x
Address change in shop no template Subscription Customer master data change x
Change password in shop — no e-mail
Change e-mail address in shop Change e-mail without subscription x

Excel file for order mail

The order mail can additionally include the items as an Excel file attachment. For this, two subscriptions are necessary:

Subscription Effect
eCom - Create orders The order mail is sent at all, with item listing in the text.
Dispatch of orders incl. Excel The Excel file is generated and attached.

Without the second subscription, the mail comes without Excel.

The structure of the Excel file is fixed and cannot be configured.

Dispatch of orders incl. Excel belongs to the general subscriptions without prefix — see above.

For many backoffices, the Excel is the file actually worked with. If someone reports the order mail is unusable, the missing second subscription is the first place to check.

Behaviour in the test system

In the test system, e-mails do not go to the customer, but to the eCom employee's e-mail address from Basic configuration \ Employees. This also applies to the e-mail with the visible password.

Which address customer mails go to

The recipient is always the e-mail address of the eCom user, i.e. the shop access — not the address from the customer master data. If the customer changes it in the shop via Change e-mail address, from the confirmation on all further mails go to the new address. The master data remain unaffected.

This is confirmed for Password forgotten and the Order confirmation.

In the test system, all mails go to the eCom employee's address. The text then states "The e-mail recipients were rewritten in the test system! The original e-mail recipients were: …" — this allows reading the actual recipient without needing a second mailbox.

What the order confirmation contains for the customer

In the delivery state, the mail to the customer contains only a short thank you — no items, no totals, no discount.

This can be changed on two levels:

What Where Who
Wording of the e-mail Basic configuration \ Settings \ E-mail contents Yourself
Item listing in the customer mail Own template Your project manager at DeDeNet

The items can thus be sent along — for this a template is stored, and this is handled by the project manager. Please contact your Contact at DeDeNet for this.

The internal notification to the backoffice, however, lists the items by default.

Subject lines differ from template names

This is shown when resetting the password:

Template Subject of the e-mail
Password forgotten Request - Reset password
Reset password Confirmation - Password reset

Anyone wanting to assign an e-mail to a template based on its subject looks under a different name. For the other templates, the subject is not recorded.