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.