Customer Communication

Keep your customers informed throughout the order lifecycle with automatic email notifications and internal notes. This guide covers all customer-facing communications sent by Mozhe.

Automatic Email Notifications

Mozhe automatically sends email notifications at key stages of the order process. All emails are branded with your store name and include your organization's contact information.

Order Confirmation (Created)

Sent when an order is successfully placed.

Triggered by: Order moves to "Created" status

Contents:

• Order number and date
• Complete list of ordered items with images
• Delivery address confirmation
• Cost breakdown (items, shipping, fees, discounts, total)
• Contact information for questions

Purpose: Reassures customers their order was received and provides a reference for their purchase.

Order Approved

Sent when you approve an order for fulfillment.

Triggered by: Order moves to "Approved" status

Contents:

• Confirmation that order is being processed
• Estimated fulfillment timeframe
• Next steps information

Purpose: Lets customers know their order is confirmed and being prepared.

Order Prepared - Delivery

Sent when a delivery order is packed and ready to ship.

Triggered by: Order moves to "Prepared" status (delivery method)

Contents:

• Shipment is being prepared
• Expected shipping date
• Tracking will be provided when shipped

Purpose: Updates customers that their package is almost on its way.

Order Prepared - Pickup

Sent when a pickup order is ready for collection.

Triggered by: Order moves to "Prepared" status (pickup method)

Contents:

• Order is ready for pickup
• Pickup location address
• Store hours and contact information
• Navigation link to the pickup location

Purpose: Notifies customers they can collect their order.

Order Shipped

Sent when a package is handed to the courier.

Triggered by: Order moves to "Shipped" status

Contents:

• Package is on its way
• Carrier name
• Tracking number
• Link to track shipment

Purpose: Provides tracking information so customers can follow their delivery.

Delivery Attempted

Sent when a delivery attempt is unsuccessful.

Triggered by: Order moves to "Attempted" status

Contents:

• Delivery was attempted but unsuccessful
• Instructions for redelivery
• Contact information for assistance

Purpose: Alerts customers to take action for successful delivery.

Order Delivered/Fulfilled

Sent when the order is successfully delivered or picked up.

Triggered by: Order moves to "Fulfilled" status

Contents:

• Order has been delivered/picked up
• Thank you message
• Attached fiscal receipts (if available)
• Request for review or feedback (optional)

Purpose: Confirms completion and provides receipts for records.

Order Cancelled

Sent when an order is cancelled.

Triggered by: Order moves to "Cancelled" status

Contents:

• Order has been cancelled
• Refund information (for card payments)
• Contact for questions

Purpose: Confirms cancellation and explains refund process.

Order Denied

Sent when an order is rejected.

Triggered by: Order moves to "Denied" status

Contents:

• Order could not be fulfilled
• Reason (if appropriate to share)
• Alternative options
• Contact for assistance

Purpose: Informs customers why their order was not accepted.

Delivery Failed

Sent when delivery cannot be completed after multiple attempts.

Triggered by: Order moves to "Failed" status

Contents:

• Delivery was unsuccessful
• Next steps for the package
• Contact information

Purpose: Explains delivery failure and options available.

Email Sender Information

All order emails are sent:

From: [Your Store Name] <yourstore@orders.mozhe.rs>

Reply-To: Your organization's email address (from legal settings)

This ensures customers can easily reply to emails and reach you directly.

Receipt Attachments

For fulfilled orders, receipts may be attached:

Shipping Receipt

• Covers delivery fee
• Issued by the platform
• PDF attachment

Product Receipt

• Covers product purchases
• Issued by your organization
• PDF attachment (if receipts are enabled)

Combined Receipt

• Covers both products and shipping
• Used when your organization handles all payments directly
• PDF attachment

Seller Notifications

In addition to customer emails, you receive notifications for:

New Order Alert

Sent to site administrators when an order is placed:

• Order number and total
• Customer name
• Items ordered
• Link to view in dashboard

Delivery Attempted Alert

Sent when a delivery attempt fails:

• Order details
• Customer contact information
• Action needed

Order Delivered Alert

Sent when an order is successfully delivered:

• Confirmation of completion
• Order summary

Configuring Email Settings

Organization Contact Information

Ensure your organization details are set:

1. Go to Organization Settings > Legal
2. Fill in:
   • Business name
   • Email address (used for Reply-To)
   • Phone number
   • Physical address

This information appears in your email footers.

Receipt Configuration

To enable receipt attachments:

1. Go to Organization Settings > Receipts
2. Enable receipt generation
3. Configure your tax information
4. Add your report email (for accounting copies)

Delivery Notes

Customer Notes

Customers can add delivery notes at checkout:

• Special delivery instructions
• Gate codes or building access
• Preferred delivery times
• Leave at door requests

Viewing notes:

1. Open the order
2. Check the "Delivery Notes" field
3. Communicate instructions to courier if needed

Internal Notes

You can add internal notes to orders:

1. Open the order
2. Use the notes section
3. Notes are visible only to your team

Use cases:

• Record customer calls or requests
• Flag issues for team members
• Add context for special handling

Best Practices

Prompt Communication

• Approve orders within 24 hours when possible
• Respond to customer inquiries same day
• Keep order status updated accurately

Clear Information

• Ensure delivery addresses are complete
• Include tracking as soon as available
• Provide accurate delivery estimates

Problem Resolution

• Proactively notify customers of delays
• Offer solutions for delivery issues
• Follow up on failed deliveries

Professional Tone

• Emails maintain your brand voice
• Contact information is always included
• Customers can easily reach you

Email Troubleshooting

Customer Not Receiving Emails

If customers report missing emails:

1. Ask them to check spam/junk folders
2. Verify the email address on the order is correct
3. Check if the order status changed (email only sends on status change)
4. Consider resending order details manually

Wrong Information in Email

If email content is incorrect:

1. Update the order information
2. Contact the customer directly with correct details
3. Email content reflects order data at time of sending

Delayed Emails

Emails are sent immediately when status changes. If delayed:

1. Check order status actually changed
2. Email providers may delay delivery
3. Contact Mozhe support for persistent issues

Language Support

Order emails are sent in the customer's language:

• Language is detected from order submission
• Fallback to site's default language
• All transactional content is translated

Currently supported:

• English
• Serbian
• Russian

Next Steps

• Order Processing - Complete order management
• Payment Status - Understanding payments
• Fulfillment and Shipping - Shipping guide