Emails Shop sends to parents about their orders

Shop emails parents at the key points in an order. This article shows which email is sent, what it says and which action of yours sends it, so you can answer a parent who asks "what have I been told?".

Before you start

• Emails go to the parent's Flexischools account email, not the student's.
• You can't edit or switch off these emails, and they are sent in the background. If an email fails to send, the action you took still goes through.
• If an order has no parent attached, for example a guest at a FlexiPOS terminal, there is no one to email and none of these emails is sent. Digital receipts for FlexiPOS orders are separate: see FlexiPOS receipts.

Emails at a glance

What each email says

Order confirmed. Sent once per checkout, even when the parent ordered for several children. It shows the total, and for each child the items "Being packed" and "On Preorder", plus the delivery details. If items are being packed it says when packing starts and asks the parent to wait for the "ready to collect" email. If items are on preorder it says they'll be emailed again. It also names your shop.

Ready to collect. Names the pickup location, any directions, and the opening days and hours, and lists the items packed. Preorder items still waiting are listed under "On Preorder". Select Send reminder to send the same email again. See Hand over orders and send pickup reminders.

On its way. Says how many items have been sent and to which address, and lists them. It goes out when you mark a delivery order posted (or packed, on the 2-step flow), covering the items you posted in that action.

Items on hold. Lists each held item with its reason (Sizing check, Quality issue, Unavailable or Parent request) and the other items in the order. If your shop has a phone number saved, it adds "To cancel or swap a held item, call the uniform shop on" that number.

Order cancelled. Says the order has been cancelled, lists the cancelled items, the delivery and order fee, and the Total refunded. It includes your shop phone number when one is saved. A parent who cancels in the app gets this email too.

Order updated. Lists the items that were refunded or exchanged, with refunded items struck through and exchanges showing what they were swapped from. It shows the Total refunded and your shop phone number when one is saved. It is sent once the refund payment has completed.

Actions that send no email

• Mark collected on a pickup order.
• Mark packed on a home delivery order on the 3-step flow. The parent is emailed when you mark it posted instead.
• Move back to pack.
• Releasing a preorder or held item. The parent gets the "ready to collect" email when you pack it.

Good to know

• On the 2-step flow, marking a pickup order packed sends the "ready to collect" email and closes the order. Marking a home delivery order packed closes it and sends the "on its way" email.
• Parents are asked to wait for the "ready to collect" email before visiting the shop, so pack and notify promptly. See Pack orders and notify parents.
• For a FlexiPOS order, parents get an email only when the order is linked to their account by email. FlexiPOS orders that close at the counter don't send "ready to collect".
• To see how the actions work, see Manage orders waiting on stock or on hold, Cancel an order and Refund or exchange items.

Related articles

• Pack orders and notify parents
• Hand over orders and send pickup reminders
• Manage orders waiting on stock or on hold
• Cancel an order
• Refund or exchange items on an order