Sending Automated Emails to Buyers Through the CRM

This article explains how you can automatically email buyers using our CRM.

We also offer the ability to manually send emails from the Manage Orders page. For more info about manual emails, please see Sending General (Non Automated) Emails to Buyers Through the Order Manager.


What we'll cover:

  1. An Overview of CRM Emails
  2. Adding an Email Template to the CRM
  3. Customizing, Testing, and Enabling Your Email Template
  4. Downloadable CRM Template
  5. Related Articles


An Overview of CRM Emails

CRM emails are sent automatically when the status of an order changes.

Sending emails to your buyers can offer the following benefits:

  • Encourage repeat business
  • Allow you to promote your business (if it's allowed by the marketplace)
  • Increase customer satisfaction

The most popular option with our clients is to send post fulfillment emails as follow ups. While some of our clients enjoy some of the other options, the marketplaces also email your buyers when the status of orders changes, so there may be overlap.

CRM emails are laid out using HTML, so they can be completely customized. However, you don't need to know any HTML to update the template attached to this article. The template contains simple instructions and we've included links to some free HTML editing tools in this article to make revising the template easier.


Before sending order emails, you should understand each marketplace's communication policy.

For example, Amazon has strict guidelines about communicating with their buyers. For full policy information, please see Amazon's article:


Adding an Email Template to the CRM

Before you can send emails, you need to create a template.

1) Download and open the template attached to this article.

2) Select all of the HTML text and copy it.

3) In Solid Commerce, go to the CRM menu -> Manage Email Templates and Rules.

4) Expand a marketplace in the tree by clicking the plus sign (+). If there is a sub-marketplace, expand it too.


NOTE: The My Store options only send emails for orders that import from integrated shopping cart providers, like Bigcommerce, Shopify, 3dcart, etc. Manually created orders, manually uploaded orders, or orders that import from FTP don't trigger emails.


5) Select when emails should be sent.

  • If you have selected Post Fulfillment, enter a number of days in the Start sending after field.



7) Enter a Reply to Email address and a Subject line.



8) Paste the HTML code from the template into the large white field.



9) Click the Save Template button.



10) You need make some minor revisions to the template before you can begin sending emails. We show you how in the next section.

11) After customizing and testing the template, check the Enable this email notification box at the top of the page. Click the Save Template button.



Customizing, Testing, and Enabling Your Email Template

You will want to customize the message in your template. If you like, you can make revisions directly in the text file. If you want to view the layout while you edit, you can use an HTML editing tool, like the free options listed below.

Free HTML Editing Tools


To Customize Your Template:

1) Update your business information.

2) Add a message, return policy, feedback requests, and/or promotions.

3) The template is already set up to automatically populate certain information into your emails, like the Market Order Number and Ship To Address. If you want to add additional fields, you can view an organized list of HTML tags in the article Available Fields for Packing Slips, Invoices, and CRM Emails.

4) If you know some HTML, you can add logos, images, coupons, borders, tables, etc.

5) Click the Save Template button.


To Test Your Template:

You can preview your template at any time by sending yourself a test email.

1) In a new tab or window, go to the Orders menu -> Manage Orders.

2) Search for an order.

  • If you have kept the HTML tag that automatically populates the tracking number into your email, search for an order with Shipped status.

3) Copy the SC Order ID.

4) Back in the Email Templates window, paste the order number into the SC Order Number field.



5) Enter your email address in the Send sample email to field.



6) Click the Send Sample Email Now button.



7) The system sends the emails quickly, so you should see it in your inbox shortly.

8) After you check the Enable this email notification box and click the Save Template button, we will start automatically emailing your buyers.



Downloadable CRM Template


Related Articles


Back to top


Attachment from the Downloadable CRM Template section:

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request



Article is closed for comments.