The Emails section in Engagements allows you to configure notifications for both staff and customers whenever an order is edited, cancelled, or requires follow-up.
This ensures that the right people are always informed about order changes
without needing manual updates.
Emails to Staff
Merchants can set up email addresses where staff will be notified when customers make edits to their orders.
When checked: Staff will instantly receive emails whenever customers make edits. This helps the support or fulfillment team act quickly.
Enable staff email notifications → Check the box to allow staff to receive updates.
Email addresses to notify → Enter one or more email addresses. If left blank, Shopify will send notifications to your store’s main email address.
If no custom email is added, Shopify will use your store’s default email address.
Language option → Choose the language in which staff notifications will be received.
When unchecked: Staff won’t receive direct notifications and may need to check the dashboard manually for updates.
Use case: If customers frequently update their orders (like changing sizes, quantities, or addresses), enabling this ensures your team never misses it.
Emails to Customers
This setting controls whether customers receive email notifications when they make changes to their orders (e.g., edit, cancel, add items). It also allows you to define the sender email address from which these notifications are sent.
If no custom email is added, Shopify will use your store’s default email address.
Sender Email → Enter the email address (only one allowed) you want your customers to see when they receive notifications.
If left blank → Emails will automatically be sent from your store’s default email.
Note: Make sure the email address you enter is verified to avoid delivery issues.
Order Edited
This setting controls whether customers receive an email notification when they make edits to their orders.
Enabling this helps keep customers informed and confident about their changes, reducing follow-up questions like “Did my edit go through?” or “Why hasn’t my order updated?”
When Enabled: Customers are automatically notified via email whenever they edit their orders (for example, changing quantities, adding/removing items, or updating details).
You can also customize the email content by clicking “Edit email.”
When Disabled: Customers will not receive any notification when they edit their orders.
This might create confusion, since they won’t have written confirmation of the changes they made.
Payment Reminders
This setting controls whether customers receive reminder emails about pending payments after they edit an order.
Enabling this ensures customers don’t forget to pay when their order total changes, helping merchants avoid incomplete transactions and improving cash flow.
When Enabled: Customers automatically receive reminder emails if there is a balance due after they edit their order.
Example: If a customer adds a new product to their existing order that increases the total cost, they’ll get a reminder to complete the additional payment.
The email content can be customized by clicking “Edit email.”
When Disabled: Customers will not receive any reminder about pending payments after making changes.
This may result in unpaid balances going unnoticed, causing delays in order processing or fulfillment.
Time Left to Edit
This setting sends reminder emails to customers, letting them know how much time they have left to make changes to their orders.
Enabling this helps reduce customer frustration by keeping them informed of their editing window. It encourages customers to finalize edits on time, reducing last-minute cancellations or repeated changes.
When Enabled: Customers will automatically receive an email reminder before their editing window closes.
Example: If the store allows edits for 60 minutes after purchase, customers may get an email at the halfway point reminding them they still have time to make changes.
The email content and timing can be customized by selecting “Edit email."
When Disabled: Customers won’t get reminders about the remaining time to edit their order.
This could result in customers missing their chance to update their orders, leading to cancellations or additional support requests later.
Order cancellation
This setting controls whether customers receive an email notification when they cancel their order.
Dependencies:
Requires Customer email notifications to be enabled (from the Emails to customers section).
If no sender email is set, the emails will be sent using your Shopify store’s email address.
When Enabled: Customers automatically receive an email confirmation whenever they cancel an order. The email can be customized using the Edit email option to include your branding or additional instructions.
This helps avoid confusion by reassuring the customer that their cancellation was successful.
Enabling this feature helps:
Build customer trust by confirming their cancellation.
Reduce customer support requests about canceled orders.
Provide an opportunity to include post-cancellation messaging (such as alternative offers, re-purchase incentives, or support links).
When Disabled: Customers will not receive any confirmation email after canceling an order. They may only see the cancellation reflected in their order history on your store.
This might lead to support queries from customers unsure if their cancellation worked.
Add upsell item
This setting allows you to send upsell offer emails to customers after their purchase. It’s a powerful way to increase average order value by suggesting complementary products, bundles, or upgrades once the customer has already committed to buying.
Using this feature helps you:
Drive additional revenue through post-purchase offers.
Recommend relevant add-ons or premium versions of items.
Keep customers engaged with your store even after checkout.
Dependencies:
Requires Customer email notifications to be enabled (from the Emails to customers section).
If no sender email is set, Shopify will use your store’s default email address.
When Enabled: Customers automatically receive an upsell email after completing their purchase. The email can be customized via the Edit email option to include specific product suggestions, discounts, or personalized offers.
Helps increase conversion on secondary products without additional ad spend.
When Disabled: Customers will not receive any upsell email after purchase.
No additional product recommendations or follow-up offers will be sent, potentially reducing opportunities for repeat or add-on sales.