Email Sending & Delivery

Not covered in this guide: text, subject lines, placeholders, email headers and footers, and bank details for prepayment ( CMS Manager & Emails Guide), order status changes ( Editing Orders Guide), newsletters ( Newsletter Guide), marketing emails ( Marketing & Automation Guide), as well as ticket emails and emails regarding tickets ( Tickets & Tasks Guide).

Order-Related Emails

Orders from eBay, Kaufland, OTTO, Idealo, and Galaxus are confirmed by the marketplace itself. The store sends you only a copy of these, with “Marketplace” in the subject line. For orders from Billbee, the store sends the confirmation and a copy only if, under Settings → Interfaces → Inventory Management/ERPs/Accounting → BillBee → Billbee Sync: "Send Order Confirmation " and " Send Status Emails to the Customer" are only enabled if "Send Customer Update Emails" is turned on under Tools → Billbee (Sync). Both are disabled by default.

Customer Account

Inquiries and Notifications Sent to You

• Inquiries submitted via the contact form, callback service, product inquiry, price quote, and shopping cart inquiry are sent to you; the customer receives an “Inquiry Confirmation.” Recipients and tickets are described in the Forms & Spam Protection guide.
• Cancellation: a notification sent to the “Cancellation Notification Email” address; see Copies.
• Reorder List: A list of items that need to be reordered; see the “Inventory & Stock” guide.

Emails with their own guide

• Language: Status emails are sent in the language of the order, not in the language you use in the backend.
• Attachments: Attach the invoice, Terms and Conditions, and other documents using the buttons under “Notify Customer.” The list of all buttons is in the Editing Orders guide.
• Imported Orders: For orders from Billbee, the store suppresses the status email to the customer as long as “Send Customer Update Emails” is turned off. The copy to you is still sent.

All fields except the name can be found under Settings → Interfaces → Email Marketing / CRM → Email Options.

Who is listed as the sender in which email?

Your customers’ replies to shop emails will be delivered to the operator address’s inbox. With “Email to Ticket,” these become entries in the corresponding ticket; see the Tickets & Tasks Guide. XONIC Premium: CRM

Each address for the order copy is on a separate line; add additional addresses using “New Entry.” Click to enlarge.

Branches: Emails to Central Purchasing

If you set up each branch of a chain as its own customer account, order and invoice emails can be sent instead—or in addition—to the headquarters’ purchasing or accounting departments. For this purpose, the headquarters is a customer account with the “Manager” role. from 4.9.25

1. In the headquarters’ account, under the “Manager” tab, enable “Customer is Manager.”
2. Select “Order and Status Emails to the Manager”: Order confirmations and status emails without an invoice are sent to the manager’s primary email address.
3. Select “Invoice documents to the manager”: Status emails with an invoice are sent to the manager’s “Email address (invoice)”; those without an invoice are sent to their primary email address.
4. Below that, in the same tab under “Assigned Customers,” assign the branches using “Add Customers.” The store saves this assignment immediately without needing to click “Update.”

In the “Manager” tab of the headquarters, you can specify whether order and status emails, as well as invoice documents from the assigned branches, are sent to the manager in addition to or instead of the customer. Click to enlarge.

• Options: “Never” (default), “In addition to the customer,” or “Instead of the customer.” Selecting “Instead of the customer” also removes the branch’s billing addresses.
• Multiple managers: “instead of the customer” only takes effect if no other assigned manager is set to “in addition to the customer.”
• Safety net: If no email is sent to the manager, the branch will receive its email as before. Guest orders are excluded.
• Consent: The manager will receive order and billing data from their branches. Please clarify this with the affected customers beforehand.

Separate Shopping Carts

If you use Settings → Checkout → Shopping Cart → Shopping Cart Separation, each group can receive its own email to its own addresses, such as to a supplier. The email contains only the items from that group.

Order Confirmation Attachments

For the direct debit payment method, the shop automatically attaches the SEPA direct debit mandate as a PDF; you can configure this in the payment method settings. The shop does not currently process the “Email attachment: Product data sheet (PDF)” option.

By default, the order confirmation does not include the right of withdrawal, the model withdrawal form, the privacy policy, the EU warranty notice, the Terms and Conditions, or receipts. Click to enlarge.

The shop automatically attaches the privacy policy as a PDF to emails regarding registration, tickets, and contracts. This can only be disabled via a hidden setting; please contact us for assistance. Attachments to newsletters are covered in the Newsletter Guide.

Switch to SMTP

1. In the email options, set “Email Mode” to “ smtp.”
2. Enter the “SMTP Host,” “SMTP PORT” (default: 465), “SMTP Security Mode” (ssl, or tls), “SMTP Username,” and “SMTP Password” as specified by your email provider.
3. Enter an address from this mailbox as the “Shop Owner’s Email Address.”
4. Set “Sender is always the shop owner” to “ true.” Many email providers only accept emails via SMTP if the sender belongs to the mailbox. Otherwise, they would reject order copies and inquiries with the customer as the sender.
5. Under CMS → Emails & Marketing / Automations, send a template with “Send Test Email” and check your inbox. The message “A test message was sent to …” simply means that the store has initiated the sending process.

To send via SMTP, enter the host, port, security mode, and login credentials for your email account; the IMAP fields will place a copy in your Sent folder. Click to enlarge.

• Incorrect login credentials: If the mail server rejects the credentials, the email will not be sent. The store does not display a message about this in the backend; it logs the error on the server. Please contact us if you do not receive the test email.
• Throttling: There is no setting to slow down or stagger the sending of emails. For large volumes, such as newsletters, use a third-party provider; see the Newsletter Guide.

Copy in the Sent folder

By configuring “IMAP: Host,” “IMAP: Username,” “IMAP: Password,” and “IMAP: Sent Items Folder Name,” the store places a copy of every sent email in this folder of your mailbox. This applies in both PHP Mail and SMTP modes. from 4.9.133

• Enter the folder name exactly as it appears in your mailbox, such as “Sent” or “Gesendet.” The store connects securely via port 993.
• Exceptions include bulk emails such as newsletters and marketing campaigns, as well as emails containing login credentials, such as passwords or reset links.
• If the mailbox is unreachable, the store will still send the email but will not save a copy.

For the shop’s DKIM key, enter the public key as a TXT record at <Selektor>._domainkey.<Ihre Domain>. Missing DKIM or DMARC records are not a reason for shop emails to fail to arrive, as long as the SPF is correct.

Addresses to which the store never sends emails

The store does not send anything to these addresses without an error message in the backend:

• Addresses containing “noreply,”
• Addresses from the domain example.com and Amazon customer addresses (@marketplace.amazon.de),
• Addresses from Settings → Interfaces → Email Marketing / CRM → Email Options → Email Spam Protection: Blacklist. This list blocks recipients and senders, and—using * as a placeholder—also blocks entire domains, such as *@spam-beispiel.de. This is how you keep spam out of the contact form.

Images Missing in Outlook

• By default, Outlook displays images from the internet only after clicking “Download Pictures” or if the sender is marked as safe. Ask your customers to add your sender address to their list of safe senders.
• Images that you insert into an email text or a ticket response in the editor are saved by the shop with a short path (such as images/…). When sending via PHP-Mail, the shop address is appended. When sending via SMTP, this path is currently missing, and the images do not appear for the recipient. If you use SMTP and inserted images are missing, please contact us.
• Items without a product image display the placeholder graphic from your layout—or no image at all—in order confirmation emails. Previously, this resulted in an empty image placeholder, which caused Outlook to load the store’s homepage when the email was opened. from 4.10
• Links and images in emails no longer contain a session ID. The shop removes them when sending the email.from 4.9.109
• If an image is missing in any email program—such as one you inserted yourself into a template or ticket response—please contact us.

Signature

The “Signature (Ticket System)” under My Account appears below your ticket replies and is pre-filled when sending emails via Tools → Send Email. Click to enlarge.

Order Received, but No Confirmation

If an order appears in full in the backend but neither the customer nor you have received a confirmation, a very large store logo may be the cause. When an order is completed, the store generates all PDF attachments at once, and a logo several thousand pixels wide could have caused the system to run out of memory before the email was sent. The store now automatically resizes the logo for PDFs, and Tools → Server Info & Health Check flags unusually large logos.from 4.9.24

If you notice this issue with an older version, reduce the logo’s width to no more than 2,500 pixels and contact us. You can confirm the affected orders by clicking “Send Order Confirmation” in the order editor.