Payments
Emails to the customer
Every email BunStack sends to the customer and to you: when it goes, what it contains, retries, sender and spam.
BunStack emails the customer at purchase, shipping, refund and return.
Where: on the order, the Customer card under Emails to the customer, and Timeline. Your own emails: Settings › Notifications.
The emails to the customer
| Subject | When | |
|---|---|---|
| Order confirmation | "Order [number] confirmed · [storefront]" | When Kustom has completed the purchase, including evenings and weekends |
| Shipped | "Your order [number] is on the way · [storefront]" | At Fulfill order. One email per parcel |
| Partly shipped | "Part of your order …" and "The rest of your order …" | At a partial delivery and at the last parcel |
| Ready to collect | "Your order [number] is ready to collect · [storefront]" | When you press Ready for pickup |
| Refunded | "Refund for order [number] · [storefront]" | At every refund from the order |
| Cancelled | "Order [number] cancelled · [storefront]" | At Cancel order with Email the customer ticked |
| Return registered | "Return [return number] for order [number] · [storefront]" | When the customer registers a return. At Create return with Email the customer the return number ticked |
| Withdrawal registered | "Withdrawal [return number] for order [number] · [storefront]" | When the customer withdraws from a purchase |
| Withdrawal for an earlier order | "Withdrawal for order [number] · [storefront]" | When the customer withdraws from an order from your previous shop |
| Return label | "Return label for [return number] · [storefront]" | When you upload the label with Send return label |
| Return refused | "Return [return number] was not accepted · [storefront]" | When you press Reject |
| Your own message | Your subject | When you send with ⋯ Actions › Email customer |
| Cart reminder | "Your cart is still waiting · [storefront]" | When you press Send recovery email under Abandoned checkouts |
Send recovery email works only for customers who opted in to marketing. For others the button is off.
BunStack sends no email when the carrier delivers, at Picked up, at Release the rest of the payment or at Mark received.
What the emails contain
- The order confirmation has lines with product images, VAT per rate, shipping, delivery address and a link to the order page.
- It has the seller's details from Settings › Workspace profile and the VAT number from Settings › Tax & VAT.
- It states the 14-day right of withdrawal and links to the terms and the returns page when they are published. Without a returns page it shows the seller's email.
- The order confirmation and the shipped email have a line about "Withdraw from purchase" when the storefront sells to consumers.
- While Kustom's fraud review runs, it says "Kustom is checking the payment. We will be in touch if anything is needed." BunStack sends no new email when Kustom approves the order.
- An order Kustom rejects or cancels gets no order confirmation.
- If the confirmation goes out late, when the order has already shipped or is ready to collect, it says so, for example "We've received your order 1042, and it has shipped."
- The shipped email has the parcel's lines, the carrier and a tracking link.
- The receipt for a return or withdrawal has date and time (Swedish time), the name, what goes back and the customer's comment.
Retries
| If it does not arrive | |
|---|---|
| Order confirmation | BunStack retries up to 6 times. The first retry is 5 minutes after the purchase. Then 30 minutes, 2, 6, 12 and 23 hours after the previous attempt. After 48 hours BunStack stops |
| Receipt for a return or withdrawal | The same schedule. You get a notification at every failed attempt |
| Other emails | No automatic retries |
Resend by hand:
- Order confirmation: ⋯ Actions › Resend order confirmation.
- Ready to collect: ⋯ Actions › Resend pickup email.
- The return emails: Resend return confirmation, Resend label email and Resend rejection email on the return card.
- The shipped email: send your own message with ⋯ Actions › Email customer.
See what the customer got
The Customer card on the order shows under Emails to the customer which email went and when. It also shows whether it went automatically, as a retry or from a user. Timeline shows the same. An email that did not arrive has the NOT SENT stamp and the reason, for example "The mail service did not answer". You also get the ATTENTION notification with a link to the order.
Sender and language
- The sender is "[storefront] via BunStack" with the address
noreply@bunstack.co. - The reply-to address is Support email under Settings › Workspace profile. If it is missing, BunStack uses the sender email under Settings › Shipping.
- Buyers in Sweden get the Kustom window and the emails in Swedish. Everyone else gets them in the storefront's language, Swedish or English. The window and the emails are always in the same language.
- The same rule applies to your own message with Email customer on an order and to the cart reminder. An order without a delivery address, such as a store pickup, takes the country from the billing address. An order paid in the Kustom window keeps the window's language, even if the storefront's language has changed since.
- The storefront's language is changed under Storefronts › [storefront] › Overview › Language. See The storefront's language.
Emails to you
Emails to you are in English and go to Support email. If it is missing, they go to the sender email, otherwise to the owner's login.
| When | |
|---|---|
| "[BunStack] New order …" | With Email new orders on. At the same time as the customer's order confirmation |
| New return or withdrawal | With Email new orders on. For every return or withdrawal the customer registers, with the date the refund is due |
| "[BunStack] Order … needs attention" | When BunStack flags an order as it creates it, and when Kustom rejects or cancels a held order |
| Paid checkout without an order | When a paid Kustom checkout did not become an order, or BunStack could not reach Kustom. Once per checkout |
Email new orders is off by default. Send test sends a test email to your login.
Spam
A spam filter, for example Barracuda or Microsoft's, can quarantine the first email from a new sender.
- If a customer says the confirmation did not arrive: check Emails to the customer on the order. Then ask the customer to look in the spam folder.
- If the emails do not reach your own address: ask whoever runs your email to let
noreply@bunstack.coand send.bunstack.co through.