📨 Order Confirmation Emails

Emails sent to the customer

Your customer will receive several possible emails during the life of an order:

a) Order submitted 

• When it’s sent: Immediately after the customer places an order on your site or app.
• What it says:
  • Confirms the order has been received
  • Shows the order details (items, total, chosen time, location, etc.)
• What it means for you:
  • On your Slerp dashboard, this order will show as Pending until you accept or reject it.

b) Order accepted or rejected

After you review the order:

• If you accept the order:
  • The customer receives an email confirming the order has been accepted and is being prepared.
• If you reject the order:
  • The customer receives an email saying the order has been rejected and that they will receive a refund.

These emails are triggered as soon as you change the order status on your dashboard.

c) Order refunded

• When it’s sent: When you process a refund for all or part of the order.
• What it says:
  • Confirms the refunded amount
  • May show which items or charges were refunded (depending on how you process it).

Emails sent to your company

When a new order comes in:

• An order notification email is sent to the email address set in your Company Settings during onboarding (for example, a central orders inbox).
• This email lets your team know a customer has placed an order and prompts you to accept or reject it in the dashboard.

If you’re not receiving these emails:

• Check the email address under your Company or Store settings.
• Ask your IT team to whitelist Slerp emails or check spam/junk folders.

Important best practices

To keep customer communication clear and avoid unexpected emails:

• Keep your Orders dashboard up to date
  • Regularly review and update order statuses (Pending → Accepted/Rejected → Completed).
  • This makes it easier to manage your orders and run accurate reports.
• Be careful with very old Pending orders
  • If an order has been left in Pending for a long time (for example, you missed it on the day), do not change the status later.
  • Changing it from Pending to Accepted/Rejected at a much later time will still trigger a confirmation email to the customer, which can cause confusion.
• Set clear internal processes
  • Decide who checks the Orders tab and how often (e.g. every few minutes during opening hours).
  • Make sure staff know that accepting/rejecting an order will send an email to the customer.