Order Emails
Order Emails That Look Like Your Store
Every order sends the emails a shopper expects, in your store's name, with your logo and colours, and replies come to your own address. You need no email account of your own.
- In every plan
- Free for 14 days
Kosha is a demo store on Mercayo. Its products, orders and customers are sample data.
In short
What It Does
Mercayo sends your store's emails through its own email service. Shoppers see your store's name as the sender, and replies go to your store's contact email. The address it is sent from is Mercayo's (orders@mercayo.com) until you set up email from your own domain: then shoppers' emails go from an address like orders@yourbrand.in, signed with DKIM so inboxes trust it.
What Is Sent
| To | Emails |
|---|---|
| Shoppers | Order confirmation (pictures, the address, what happens next and the cancel window), shipped (with the tracking link), delivered, cancelled (and what happens to money paid), parcel returned, review requests, bag reminders, gift cards, sign-in codes, the code to delete an account, and the link that confirms a new subscriber |
| Your team | New order alerts, staff invitations, password resets |
| The owner, from Mercayo | Low notification credits, a support session starting, plan and billing notices |
The order confirmation always goes; shipped, delivered, cancelled and returned each have a switch. Review requests, bag reminders and gift cards follow their own features' settings, linked from the list.
Settings → Notifications
Every message is listed in three groups (To Shoppers, To Your Team, From Mercayo) with its channels, whether it goes now, how many were sent in the last 30 days, and its price from your notification credits:
- PREVIEW draws the real email with your words, your logo, your store's name and two of your own products.
- SEND TEST TO ME sends it to your own email only, with "Test:" in the subject, never charged (up to 10 an hour).
- EDIT WORDS opens Localization on that message's texts, with checks that keep details like the order number in place.
- Costs shows each channel's price and what your plan includes each month.
- Recent Messages lists the last 25, each queued, sending, sent, failed or cancelled.
Emails take your theme's main colour for their buttons (with readable text on them), and every word is editable.
Sent with Care
Each email is sent at most once. When the email service is slow or busy, Mercayo tries again with growing waits (1, 2, 4 minutes and so on, up to an hour between tries), and it never sends a second copy of one that may already have gone. Addresses that bounce or report mail as spam are not mailed again. Marketing emails (bag reminders and review requests) carry an unsubscribe link; order emails always go.
For your store
Why It Matters
Order emails are the messages shoppers read most closely. Clear, branded emails reduce "where is my order" questions and make a small store look established. Not having to set up your own email service, sender addresses and deliverability means one less thing to learn before you launch.
For many Indian shoppers, the order email is also the receipt they keep: what they bought, the total with its fees, the delivery address, and a link to their order page, where the invoice waits once it is made. Getting it right, in your store's name and words, is part of the first impression after the sale.
It also keeps every message consistent with your store: the same name, logo and colour, and words you can change in one place, in plain English or in your own style. When a shopper replies to ask a question, the reply lands in your inbox, not a no-reply address.
Step by step
How It Works
Set Your Reply Address
In Settings → Notifications → Replies, type the Contact email where shoppers' replies to your order emails should go, such as orders@yourbrand.in. Left empty, your own account email is used.
Choose Which Emails Go
In Settings → Notifications, switch the shipped, delivered, cancelled and returned emails on or off. A message that follows another feature (review requests, bag reminders, gift cards) shows where it is switched, with a link.
Preview and Test
PREVIEW any message to see it drawn with your logo, your words and two of your own products. SEND TEST TO ME puts a real copy in your own inbox, marked Test, so you can see it on your phone as a shopper would.
Change the Words
EDIT WORDS takes you to Localization for that message: change the subject, the greeting or any line. Placeholders such as the order number and the shopper's name are checked for you, so an edit cannot break the email. Your words apply to your store only.
Watch How They Go
Recent Messages shows the last 25 messages your store sent and how each went. Costs shows each channel's price, what your plan includes each month and your notification credits, with a link to top them up.
Your shoppers
What Your Shoppers See
Clear emails in your store's name at each step of their order, with your logo, buttons in your colour, and replies that reach you. Marketing emails (bag reminders, review requests) have an unsubscribe link at the foot; order emails keep coming whatever they unsubscribe from, because they are about an order they placed.
Settings
Settings You Control
Each one is in your admin. A new store starts with the value shown.
Mercayo
Mercayo's Controls
Mercayo runs the email service and its sender address on mercayo.com, and can lock any of these switches for a store with a reason. Emails are paid from your store's notification credits at the prices shown on the Notifications screen; your plan includes a number of emails each month (see Pricing), and when both the plan's emails and your credits run out, order and system emails still go out free, up to 100 a month. Test emails and Mercayo's own notices to you are never charged.
Limits today
Good to Know Before You Start
- Emails go from Mercayo's address with your store's name until your own domain is connected and its email records check out; your team's emails (alerts, invitations, password resets) always come from Mercayo.
- The layout of each email is fixed; you change its words, logo and colour, not its structure.
- These are the emails about one shopper's order, bag, review, gift card or account; emails to many people at once are campaigns, with their own screen.
Questions
About Order Emails
Do I need an email account or service?
No. Mercayo sends your store's emails. You only set the address where replies should go, in Settings → Notifications → Replies; left empty, your own account email is used.
Will shoppers see Mercayo in the email?
The sender shows your store's name. The address it is sent from is Mercayo's (orders@mercayo.com) unless you set up email from your own domain, in Settings → Domains; then it is your own address, like orders@yourbrand.in. The email itself carries your logo, your colour and your words.
Can I change what an email says?
Yes, every word, through EDIT WORDS (Localization), with checks that keep the details like the order number in place. The change applies to your store only.
Are test emails charged?
No. SEND TEST TO ME goes only to your own email, is marked Test in the subject, and is never charged. You can send up to 10 an hour.
What if my notification credits run out?
Order and system emails still go out, free, up to 100 a month when your plan's emails and your credits are both used up. Marketing emails such as bag reminders need credits. A warning shows in the admin when your balance runs low.
Can a shopper stop my emails?
They can unsubscribe from marketing emails (bag reminders and review requests) with the link at the foot. Order emails are not affected, because they are about orders they placed.
Can I send an email to my whole customer list?
Yes, with a campaign. Marketing → Campaigns sends one email (or SMS) to a segment of your customers or your subscribers, only to people who agreed to hear from you, each with a one-click unsubscribe. You can preview it, send yourself a test and schedule it. Offers on WhatsApp go to your WhatsApp subscribers from Marketing → WhatsApp.
Related
Related Features
- Notification CreditsYour plan's messages first, then a prepaid rupee balance: what each message costs, a full statement, low-balance alerts and a GST invoice per top-up.
- Order AlertsAn email for each new order to the owner and up to 5 more addresses, an optional SMS, and the admin's bell listing new orders, failed deliveries and exchanges.
- SMSMercayo sends your store's SMS through its own DLT-registered sender and templates, so you need no SMS account, header or registration of your own.
- WhatsAppOrder updates, COD confirmation buttons, bag reminders, back-in-stock alerts and offers on WhatsApp, in your store's name, from Mercayo's number or your own.
- Abandoned Bag RemindersUp to three reminders to shoppers who left at checkout, with a link that restores their bag, an optional code, quiet hours and recovered sales counted.
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Try It on Your Own Store
Every feature is in every plan, free for 14 days.