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Customer Notifications

Customer Notifications allows you to send branded email notifications to your customers when their orders are merged. This keeps customers informed and builds trust by proactively communicating order changes.

Tom avatar
Written by Tom
Updated this week

Overview

When orders are merged, customers receive an email letting them know:

  • Their orders have been combined into one

  • The new merged order number

  • A link to view their updated order

Emails are sent from your own domain, ensuring they look professional and match your brand.

Getting Started

Setting up Customer Notifications involves three steps:

  1. Add and verify your domain - Connect your domain for email sending

  2. Configure email settings - Set up sender addresses and subject line

  3. Design your email template - Customize the email your customers receive

Step 1: Add Your Domain

Before sending customer notifications, you need to connect and verify a domain. This ensures emails are delivered reliably and appear to come from your business.

Adding a Domain

  1. Navigate to Customer Notifications in the app

  2. Enter your domain name (e.g., yourdomain.com or mail.yourdomain.com)

  3. Click Add Domain

Note: Enter your domain without http:// or www. — just the domain name itself.

Verifying Your Domain

After adding your domain, you'll need to add DNS records to verify ownership:

  1. You'll see a list of DNS TXT records that need to be added

  2. Log in to your domain registrar (where you purchased your domain)

  3. Add each TXT record to your domain's DNS settings

  4. Return to OrderMerger and click Verify Domain

DNS Records to Add:

  • DKIM record - Authenticates that emails come from your domain

  • SPF record - Authorizes OrderMerger to send emails on your behalf

Verification Status

  • Not Verified - DNS records have not been detected yet

  • Verified - Your domain is ready to send emails

Note: DNS changes can take up to 24-48 hours to propagate. If verification fails, wait a few minutes and try again.

Send Instructions to a Teammate

If someone else manages your domain's DNS settings, you can email them the setup instructions:

  1. Click Send instructions to teammate

  2. Enter their email address

  3. They'll receive detailed instructions with all the DNS records needed

Step 2: Configure Email Settings

Once your domain is verified, you can configure your email settings.

From Email

The email address that appears as the sender. Customers will see this as who the email is from.

Format: [name]@yourdomain.com

Examples:

  • noreply@yourdomain.com

  • orders@yourdomain.com

  • hello@yourdomain.com

Reply-To Email

The email address where customer replies will be sent. Set this to an address you actively monitor.

Format: [name]@yourdomain.com

Examples:

  • support@yourdomain.com

  • help@yourdomain.com

  • orders@yourdomain.com

Email Subject Line

The subject line customers see in their inbox. You can use dynamic tags to personalize it.

Default: Your order has been merged

Maximum length: 90 characters

Dynamic Tags for Subject Line

Tag

Description

Example Output

{new-order-number}

The merged order number

#1004

{new-order-name}

The merged order name

#1004

{original-order-names}

List of original order names

#1001, #1002

{customer-first-name}

Customer's first name

John

{customer-last-name}

Customer's last name

Doe

{store-name}

Your store name

My Store

Example subject lines:

  • {customer-first-name}, your orders have been merged!

  • Your orders {original-order-names} are now {new-order-name}

  • Order update from {store-name}

A preview of your subject line with sample data is shown as you type.

Step 3: Design Your Email Template

The Design tab provides a visual email editor where you can create professional, branded emails without any coding knowledge.

Email Template Designer

The drag-and-drop editor allows you to:

  • Add and arrange content blocks (text, images, buttons, dividers)

  • Customize colors, fonts, and spacing

  • Add your logo and branding

  • Insert merge tags to personalize content

  • Preview your email on desktop and mobile

Using Pre-Built Templates

Get started quickly with professionally designed templates:

  1. Click Pick from Templates

  2. Browse the available templates

  3. Click to select a template

  4. Customize it to match your brand

Merge Tags for Email Content

Use merge tags to personalize your email content. These are automatically replaced with real customer and order data when the email is sent.

Customer Tags

Tag

Description

Example

{{customer.first_name}}

Customer's first name

John

{{customer.last_name}}

Customer's last name

Doe

{{customer.email}}

Customer's email address

john.doe@example.com

Shop Tags

Tag

Description

Example

{{shop.name}}

Your store name

My Store

New Order Tags

Tag

Description

Example

{{new_order_name}}

The merged order number/name

#1004

{{new_order_link}}

Link to the merged order status page

https://...

Original Orders Tags

Tag

Description

Example

{{original_orders_names}}

List of original order names

#1001, #1002, #1003

How to Use Merge Tags

  1. Click Available tags to see all available merge tags

  2. In the email editor, type or paste the tag exactly as shown (including the curly braces)

  3. The tag will be replaced with actual data when the email is sent

Example:

Hi {{customer.first_name}},  Your orders {{original_orders_names}} have been combined into a single order: {{new_order_name}}. View your updated order here: {{new_order_link}}  Thanks for shopping with {{shop.name}}!

Saving Your Design

Your email design is saved when you click Save. A save bar appears at the top of the page when you have unsaved changes.

  • Save - Save your current design

  • Discard - Revert to your last saved design

Testing Your Emails

Before enabling customer notifications, send a test email to see how it looks.

Send a Test Email

  1. Click Send Test Email

  2. Enter the email address where you want to receive the test

  3. Click Send

The test email will be sent with sample data so you can see exactly how your email will look to customers.

Note: You need a verified domain to send test emails.

Timing

Customer notifications are sent immediately after orders are merged. This ensures customers are informed right away about changes to their orders.

Troubleshooting

Domain Not Verifying

  • DNS changes can take up to 48 hours to propagate

  • Double-check that DNS records are added correctly

  • Ensure there are no typos in the record values

  • Try clicking Verify Domain again after waiting a few minutes

Emails Not Being Received

  • Check that customer notifications are enabled

  • Verify your domain is showing as "Verified"

  • Ask customers to check their spam/junk folder

  • Ensure the customer has a valid email address on their order

Test Email Not Arriving

  • Check your spam/junk folder

  • Ensure your domain is verified

  • Try sending to a different email address

  • Wait a few minutes — email delivery isn't always instant

Plan Availability

Customer Notifications is available on the following plans:

  • Basic Plan

  • Pro Plan

  • Advanced Plan

  • Order Merger Plus

Stores on the free plan will see an upgrade prompt when accessing this feature.

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