Open Settings > Customer notifications in Store Admin or the mobile app. You need permission to view both orders and marketing. Changing a notification requires permission to edit both. Each row describes one event or order status, with separate Email and Message switches. Changes save automatically; wait for a change to finish before changing the same row again. If loading fails, choose Try again.
Choose when to notify customers
Review the event description before enabling a notification. Order confirmation, payment failure and order edits have separate controls from cancellation, refunds, reviews and automatic cancellation for an incomplete payment. Refund and cancellation variants let you choose different messages for partial and complete refunds. For new stores, confirmation, payment failure and order-edit emails start on; other order-event notifications start off. Existing stores keep their saved choices.
Abandoned checkout and cart reminders are managed in their recovery settings. Their consent requirements still apply. Turning an order notification on does not resend past events or change a customer's marketing consent.
Email and message delivery
Email needs an active assigned template, a verified sender, available sending allowance and the customer's email address. Message uses the selected SMS or WhatsApp channels with a ready provider and the customer's phone number. Marketing messages, such as checkout recovery, review requests and promotional texts, also need text marketing consent for that phone number and channel; checkout recovery under the soft opt-in recovery mode may also text a number that has not opted out. Each includes an opt-out link. If a provider is unavailable, you can still turn an enabled Message switch off. Re-enabling requires an available channel.
Notifications for an order status
Each order status has its own row and editable templates. Enabling its notifications creates any missing email and SMS or WhatsApp templates and preserves your existing edits. A manual status change and a mapped fulfillment event use the same status notification. Each status notifies at most once per order and channel, even if the order later returns to it.
Open Marketing > Transactional Emails to choose or edit the email template, or Message Templates for SMS and WhatsApp content. On mobile, assign email templates in the app; design and test actions open Store Admin in your browser. An assigned template does not mean a message has been delivered.
Review what happened
Check the order history for queued, suppressed or failed communication and delivery history for provider results. A missing contact, disabled switch, unavailable provider, inactive template or exhausted allowance can prevent delivery. Test orders and historical imports do not send these customer order notifications.