Emails - Key Concepts

Linnworks can send emails on your behalf to keep your customers informed about how their order is progressing. This document covers some of the more common questions when setting up email functionality.

Email functionality in and Linnworks Desktop

The email systems in and Linnworks Desktop software is entirely separate. The templates created in one will not appear or be available for use in the other. Furthermore, actions (such as order despatch) performed in one system will only attempt to send an email if it has been enabled in that system. For instance, booking a return through Linnworks Desktop will only send an email a template for return booking that has been enabled in Linnworks desktop.

One of the key advantages of using for email functionality is that emails will be sent within a few minutes of their trigger occurring. For example, order processing is a despatch email's trigger. In Linnworks Desktop, it is possible to auto-send emails, but this needs to be enabled each time the software is opened; otherwise, are manually sent.

Both Linnworks Desktop and can create HTML-based emails. However, will render the HTML as it is entered, to ensure the design is exactly to your specification.

It is also possible to use the email functionality to automatically attach a pdf to the email when it is sent. Doing so can be particularly useful to send a copy of an invoice attached to the despatch email.

Default Templates

Unlike the Template Designer, there are no default email templates. However, it is possible to specify a template that does not contain any sending conditions, which will act in a similar way to a default template.

 Automated Vs Manual Templates

Manual templates are created and sent to a particular customer from Open Orders or Process Orders screen; before sending, the template can be modified and customised. Automated templates are set up once and then automatically sent in certain circumstances and/or when the conditions are met. In Linnworks, we can find a few different automated templates: Dispatch Notification email, Order Item Exchange, Order Item Resend, Order Refund and Order return.

How to access to Email Templates

  1. Select Emails
  2. Select Email Notifications

Tag Names

Some email tags have changed their name to make their function more intuitive. When using tags to represent values in your email template, please check if they are working as expected by using either the Preview or Preview order buttons.

Email Logs

When emails are generated and sent, a log is kept in several places. For instance, the Automation Logs contain more information about the sending process. The Order Audit Trail only show pertinent information about the success or failure of an email send the job.

Sent Mail

The sent mail screen is a log of all emails sent by Linnworks. Please note that this screen is populated once the email has been sent. For more information, please see this guide.

Automation Logs

The automation logs can be found in the Settings menu. In the Job Category drop-down menu, select Email to see the progress of sent emails. Please see this guide for additional information.

Order Audit Trail

When email functionality is enabled, several entries can be made in the order Audit Trail. The following table shows what these entries will appear as. For more information on the order audit trail, including how to access the audit trail, please see this guide.

Scenario Audit Trail Displays
Email is generated, but not yet sent. [TemplateType] email queued for sending to [x] recipients.
Email send failed. Email send failed for [TemplateType] - See automation log for more details.
Email send failed because it didn't match the send conditions for all available templates of that type. Email send failed for [TemplateType] - See automation log for more details.
Email send is successful. [TemplateType] email sent to [x] recipients.

In the above table [TemplateType] refers to Despatch Notification, Order Item Exchange, Resend etc.