Articles on: Customer communication

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

Find the email and select Edit email.
Change the subject and the body.
Preview it.
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.

Updated on: 21/08/2026

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