With the Order Confirmation workflow offered by Omnisend, you may send a sophisticated self-contained message with the information about the products your customers have purchased. Instead of sending a regular email with your in-house store offer, you may design a beautiful email that will be targeted based on the data synced from your store or other applications and collected with Omnisend.

Contents

Before you start
Eligibility and requirements
Automation set-up
Content of the message (personalized information)
Reports

Before you start

Eligibility and requirements

The trigger for this workflow is preset and it is set to Order Placed -> Order is Paid. This means that your orders' status should be pushed to Omnisend, which happens automatically for all direct integrations (Shopify, Bigcommerce, Magento, and Woocommerce) and those integrated via API-v3.

To trigger Order Confirmation email, Order statuses for different platforms should be the following:

Omnisend doesn't automatically replace the Order confirmation email, your store is sending, but you may disable that email after enabling one in Omnisend.

⚠️ For Shopify users that can't disable Order Confirmation email in the store, we suggest replacing it with a simple Thank you message. As a result, you would send two emails, Thank you note (designed in Omnisend and send through Shopify) and Order Confirmation email sent through Omnisend.

Automation set-up

To create the Order Confirmation workflow, proceed to the Automations tab -> click on the Create workflow button and pick it from the list.

Automation trigger settings

The default trigger in the automation settings is set to Order Placed -> Order Status -> Paid. However, it is essential to understand that Order Status Paid should be the initial status of the order added to the system. If your order is passed to Omnisend as Authorized and only after some time is changed to Paid, the trigger should be changed to Order Status Changed -> Order is Paid.

  • If you need to send your Order Confirmation email immediately when the order is created (cash on delivery and awaiting payments) set the trigger Order placed
  • If the Order is paid to confirm your store has received the payment set the trigger Order status changed

Important! Billing and shipping information about the order the customer placed s carried with events Order Placed and Order Status Changed.

In the Trigger filter settings, you may choose to target your automation way more specifically. However, the rule specified in the filter settings should be met before your automation is triggered. For example, if you choose to trigger the workflow when the Order has a specific tag, this tag should be added automatically. Otherwise, you can add this filter to the Split Condition.

Audience filter/Conditional filter

You may also target your automation, based on your customers' Profile data (Country, Gender, Tag, etc.) and their belonging to a specific Segment. If you want to use the Segment based on the purchase behavior, you should remember that it adds a little overhead to the system and may prevent your automation from being triggered.

Learn more about Segment-based Audience filter.
Learn more about segment-based Split Condition.

Note, if you create a workflow targeted for a certain category, make sure to adjust your standard flow, so that those clients would not receive two messages on the same order.

Exit conditions

Order Confirmation email has the default exit condition set to Order status is Cancelled, meaning that the customer exit the flow after getting all messages or cancelling the order. However, you may add up to 5 different Exit conditions with up to 5 filters in each of them.

Frequency

If you choose not to trigger the workflow for contacts who have already been in this automation, the same customer won't be able to trigger this sequence within a specific time. Since the Order Confirmation email should be sent for every order the customer places, we do not recommend enabling this option.

Delay

The delay block can be added to any of the automation stages and can be set to any value from immediately to several months. However, for the Order Confirmation email, we recommend setting the delay to immediate or not using this block at all.

Content of the message (personalized information)

You may add Email, SMS, Push Notification or Facebook Messenger messages to your Order Confirmation sequence. Once the block is added, you will need to provide all of the details, including the sender's email address, the sender's name, etc. If some data is missing still, you will see the warning message: 'Missing email information' or 'Missing SMS information'.

Special blocks

In contrast to other emails, Order Confirmation pre-set contains some special content blocks. All the information specified in the templates gets pre-filled automatically each time the email should be sent to a particular customer.

  • Order (order information, see image below). In the block settings, you may choose what information should be shown.
  • Order note (a text field for additional notes). In case nobody left a note while placing the order, this block won't be displayed in the Email message.
  • Billing and shipping (buyer’s addresses).
  • Order status button (a button linking to that particular order info, the link added automatically).

All the information gets pre-filled automatically each time the email is sent to a particular customer. However, it is not stored locally, so you won't be able to view it after the message is sent.

SMS
If the customer provides the phone number at the check-out, he might be expecting the Confirmation SMS to be sent. You don't need to collect your customers' opt-ins for the SMS channel to send order-related messages, still, make sure your customer understands that you will use the phone number to send Order Confirmation via SMS.

Although you can't add the information about the order your customer placed to the SMS message, you may add some personalized data, like Order number or your customer personal information.

Read more about SMS in automation here.

Confirmation Emails: The Ultimate Guide with Examples for 2020

5 Stunning Order Confirmation Email Examples for You to Steal Today

Reports

Like all other Automation workflows, Order Confirmation reports are available at the Reports tab. It contains the standard list of reports: number of emails sent, open rate, click rate, sales generated, and removed. Month by month view and Activity feed with detailed information is available as well.

FAQ

Is it possible to show tax separately? No, the tax is included in the price. The only workaround, we may recommend is to add a text field, informing your customers about it.

Did this answer your question?