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# Set up your customer emails

Account Editor sends its own emails about order changes, separate from Shopify's. Set them up under **Features → Emails**. You choose which ones go out, reword any of them, and decide who they come from. Your Shopify order notifications are untouched.

## What this does

Shopify tells customers about the order. Account Editor tells them about what changed afterwards — an edit they made, money still owed, or time running out to fix something.

## Before you start

* Emails are in your plan. The page says if not.
* For a verified sender domain, you can add DNS records for your domain.

## Emails to staff

Choose who gets an email when a customer edits an order. Add one or more addresses and pick a language.

**If you turn on the Klaviyo integration, Account Editor stops sending these.** Klaviyo takes over. Worth knowing before you go looking for missing emails.

## Custom-product quote emails

Some items cannot be added to a cart again — custom pieces, or products you no longer sell online. When a customer tries to reorder one, Account Editor emails a quote request to the addresses you set here.

## Emails to customers

Six emails, each with its own switch.

* **Order edited** — A customer edits their order
* **Address validation alert** — Their shipping address looks wrong, so they can fix it before you ship
* **Payment reminders** — Money is owed after an edit
* **Order cancellation** — They cancel an order
* **Add upsell item** — A follow-up offer after purchase
* **Time left to edit** — Before their editing window closes

**Turn on Time left to edit.** Most customers forget they can still change their order. A reminder converts a support email into a self-service fix.

**Address validation alert pays for itself.** A customer who fixes their own address saves you a failed delivery.

### Reminder schedules

**Payment reminders** and **Time left to edit** can send up to three times. You set the gap between each.

Two is usually enough. Three starts to feel like chasing.

## Reword any email

1. Find the email and select **Edit email**.
2. Change the **subject** and the **body**.
3. Preview it.
4. Save.

Use **Revert to default** if you break something. The default is always recoverable.

## Send from your own domain

Under **Emails to customers**, pick a sender mode:

* **Simple email sender** — Verify one address and send from it
* **Verified domain sender** — Send from your own domain

**Use the verified domain.** Emails come from your own domain, so they are far less likely to be marked as spam. Setup is three steps — add domain, add DNS records, add sender.

Simple sender works and is quicker, but delivery is weaker.

## Good to know

**These are separate from Shopify's emails.** Nothing here changes your order confirmation or shipping notifications. Both sets go out.

**Klaviyo replaces staff emails.** Turning on that integration stops Account Editor sending them.

**Spam is the usual reason an email "was not sent".** Check the customer's spam folder before assuming a fault, then set up the verified domain.

**Reminders can annoy.** Three payment reminders in a day reads as chasing. Space them out.

## Troubleshooting

* **No emails at all** — Why: Emails are not in your plan — Fix: Check **Pricing**
* **Customers say they got nothing** — Why: Landed in spam — Fix: Set up the verified domain sender
* **Staff emails stopped** — Why: The Klaviyo integration is on — Fix: Expected — Klaviyo sends them now
* **Reminders arrive too often** — Why: The interval is too short — Fix: Increase the gap, or send fewer
* **A reworded email looks broken** — Why: An edit removed something the template needs — Fix: **Revert to default** and start again
* **Emails are in the wrong language** — Why: The staff language, or the customer's — Fix: Check the staff setting and your language settings
* **The domain will not verify** — Why: DNS records are wrong or not live yet — Fix: Re-check the records; DNS can take hours

## FAQ

### Do these replace my Shopify emails?

No. Shopify's order confirmation and shipping notifications carry on unchanged. These are extra, about changes made after the order.

### Which should I turn on first?

**Time left to edit** and **Address validation alert**. One gets the feature used; the other stops failed deliveries. Both reduce support email.

### Why do my emails go to spam?

You are sending from a shared address rather than your own domain. The verified domain sender fixes it.

### Can I change the wording?

Yes, subject and body, on every email. **Revert to default** undoes anything that goes wrong.

### Why did staff emails stop arriving?

Almost certainly the Klaviyo integration. Account Editor hands staff notifications over to Klaviyo when it is on.

### Can I send them in other languages?

Yes. Staff emails have their own language setting, and customer emails follow your language settings.

## Related articles

* [Set how long customers can edit an order](/en/article/set-how-long-customers-can-edit-an-order-1pq95vo/)
* [Show the edit deadline in your order confirmation email](/en/article/show-the-edit-deadline-in-your-order-confirmation-email-1jnpy2p/)
* [Let customers cancel an order](/en/article/let-customers-cancel-an-order-1dvl1vq/)
* [Translate what customers see](/en/article/translate-what-customers-see-sc1sys/)