Roadcase docs
Shopper emails
How Roadcase emails shoppers about late, stuck and lost packages: approve first or automatic, quiet hours, templates and variables, email design and tests.
In short: When a package has a problem, Roadcase writes the shopper one email about it from your store. Start in approve-first mode, where you approve each email in one click, or switch to automatic sending on the Emails page.
How sending works
- Approve first (the default): you get one email a day listing what's waiting, and approve on the Emails page.
- Automatic: emails go out on their own. Turn it on in Emails.
- One email per order, worst problem first, at least 3 days apart. A late-delivery apology needs just 1 day. Roadcase rechecks the package right before sending.
- Quiet hours: no emails between 9pm and 8am store time by default. Change them in Settings.
- Plan limits: the Free plan sends one late-order email; Starter and up send every one. Over your plan's monthly order limit, Roadcase keeps watching and alerting you but stops shopper emails for the extra orders until next month or an upgrade.
Templates
There's one template per problem type, written to read well out of the box. Edit them as plain text with variables, or switch to code mode and paste your own HTML.
| Variable | Shows |
|---|---|
{{ customer.first_name }} | The shopper's first name |
{{ order.name }} | The order number |
{{ carrier }} | The carrier |
{{ tracking_url }} | A link to your tracking page for this package |
{{ new_estimate }} | The updated delivery estimate, when there is one |
In code mode you can also loop over order.line_items. Send a test sends the email to you.
Design
On the Design tab: upload your logo and set its size and position, choose header and button colors, background and font, add a banner image (each email can have its own), a progress tracker, what they ordered with photos, names, quantities and prices, the carrier and tracking number, button text, a highlight line for an apology code or thank-you, a footer note, your business address and social links. Images can be PNG, JPG, GIF or WebP up to 2 MB.
Where emails come from
By default emails come from your store name at Roadcase's address, with replies going to your store. On Starter and up you can send from your own email.