Introduction
Customers expect timely updates once their order has been dispatched. Sending a clear confirmation email—and optionally an SMS—helps build trust, reduces “Where’s my order?” inquiries, and enhances the overall post-purchase experience.
A well-structured message that includes shipment tracking details and a link to the full order summary provides customers with instant clarity and reassurance, giving them all the key information they need at a glance.
How do I send Order Despatch Notifications?
Which orders are these emails sent for?
These emails are sent only for delivery orders (not for DPD Pickup or Click & Collect), and are triggered when the order is completed in Cloud POS (not if it is cancelled).
Cloud POS automatically sends an Order Despatch email to customers once a web order has been processed and tendered
Step 1: Customer Places the Order
A customer completes their purchase through your online store.
The order is recorded in Cloud POS as a Web Order.
Step 2: Process the Web Order in Cloud POS
Recall the Web Order in Cloud POS.
Tender the order to confirm it is ready for fulfilment.
(Optional) Print a shipping label if required.
Despatch the goods by completing the tender process.
Step 3: Automatic Email Notification
Within 10 minutes of despatch, the customer receives an Order Despatch email automatically.
Tracking Information in the Email
If the order is linked to an integrated courier service with tracking, the email will include:
A tracking number
A direct link to the courier’s website so the customer can track their delivery in real time.
How are partial pickups handled?
In some scenarios, you may find that orders are partially despatched, for example if some of the items are being shipped from another store or you are awaiting a delivery from a supplier.
In these instances, an Order Despatch Notification will still be sent to your customer, however the wording has been updated to notify them that some items have been despatched.
In addition, the Order Summary section of the email will be ommitted.
How do I update my preferences for sending Despatch Emails?
You can control whether to send Automatic Despatch Emails via the Platform within CloudMT.
Head to CloudMT and, using the menu on the left, navigate to Site Management > Site Specific Options > Data Options. You should see a tickbox here to enable/disable the functionality.
