Why did an order change status without emailing the customer?
Status movement and email sending have separate rules, and many automatic moves are deliberately silent.
Check the destination status's Email setup and the connection's Send the status's email setting.
Purchasing, review and catch-up movements do not send their usual status email. For manual changes, also check Send status emails when staff change a status.
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People also ask
From other topicsI changed a status by hand and the customer got an email. How do I stop that?
Turn off Send status emails when staff change a status in SettingsMessages & notificationsSending settingsEmail & SMS rules. The rule covers staff changes on the order page, Next status, POS, and bulk changes. OrderPilot's automatic moves can still send emails.
Manually sent emails and status text messages are separate.
Open its own pageFull guide: Choose which emails go out, and when
Can two statuses send the same email?
No. An email group can be assigned to at most one status. To use the same design for another status, copy the template into a separate group and assign that group's status.
Check the group's sending line afterward; moving a status assignment changes which group sends for that status.
Open its own pageFull guide: Choose which emails go out, and when
Does turning off status emails also stop text messages?
No. Send status emails when staff change a status controls those emails, while status text messages use separate settings. To stop customer texts, turn off Send customer text messages in Email & SMS rules.
Turning that switch off also cancels queued texts. Check each status's SMS template when reviewing which updates customers receive.
Open its own pageFull guide: Choose which emails go out, and when
Why are my statuses or options empty after installation?
OrderPilot can still be finishing setup after your first sign-in, so starter statuses and options may appear a moment later. Reload in a minute and check the list again. Once the records appear, add your own category, vendor and template to complete the setup checklist.