Order recipes: confirmation, shipping, delays, thank-you and reviews
The seven recipes around an order — confirmation, shipping notice, delay reassurance, thank-you, the helpful note, the review request and cross-sell after delivery — with their timing and what each one needs.
Seven recipes that follow an order. They need the store connection, which brings the orders and their status changes: Connect your online store.
Order confirmation
A branded receipt, the moment an order is placed.
- Sends: one e-mail per order, right away. Not a marketing e-mail: consent, quiet hours and the frequency cap never hold it.
- Settings: none.
- Most shops already send their own confirmation. Switch this on only if you want Monfri to be the one that does — otherwise customers get two.
Shipping confirmation
Tells the customer their order has left.
- Sends: one e-mail when your shop marks the order shipped or completed — no plugin or tracking integration needed. Not a marketing e-mail: it goes right away, even at night, and the frequency cap never holds it.
- Settings: none.
Order delay reassurance
When an order is still On hold past your normal handling time, tells the customer you are on it.
- Sends: one e-mail the hours you set after the order — only if the order is still on hold then. Shipped, processing or cancelled means no e-mail. Not a marketing e-mail; quiet hours hold it until they end.
- Settings: Hours after the order before reassuring (if still on hold) (72, from 1 to 600).
- Needs: WooCommerce, whose orders can be on hold — for example a bank transfer still unpaid.
Post-purchase thank you
Thanks every customer, with a request for a review.
- Sends: one e-mail the hours you set after the order. Not a marketing e-mail; quiet hours hold it until they end.
- Settings: Hours before the review ask (2, from 1 to 20).
Post-purchase education
A helpful note a couple of days after the order — how to track it, how returns work, whom to ask. It asks for nothing.
- Sends: one e-mail.
- Settings: Hours after the order to send (48, from 2 to 336).
Review request
Asks for a review once the customer has had the order in their hands.
- Sends: one e-mail the hours you set after the order is shipped.
- Settings: Hours after shipping to ask (168 — a week, from 24 to 600).
- Pick this or the review ask of Post-purchase thank you: two asks for the same order read as nagging.
Cross-sell after delivery
Shows what goes with the order, a week or two after shipping — late on purpose: selling into an order that has not arrived is the fastest way to an unsubscribe.
- Sends: one e-mail with up to six products that other customers bought together with this order's products, over the last year — never one from the order itself, nothing out of stock.
- When no product was ever bought together with these, nothing is sent. A shop where most orders have a single product sends it rarely.
- Settings: Hours after shipping to follow up (240 — ten days, from 48 to 600).
If something doesn't work
The shipping e-mail does not come
It starts when the order's status changes in your shop after Monfri first saw the order — not for orders that were already shipped. Check that the order's status really changed, and that the store sync runs: Store sync.
Customers got two confirmations
Your shop sends its own. Pause Order confirmation, or switch the shop's off.