Order Notifications
Sokobuni sends automated emails at key points in the order lifecycle. Understanding the notification flow helps you troubleshoot missing emails and set customer expectations.
Notifications sent automatically
| Event | Email sent to |
|---|---|
| Order placed | Customer + store owner |
| Payment confirmed | Customer |
| Order shipped (tracking added) | Customer |
| Refund issued | Customer |
| Digital product purchased | Customer (download link) |
| Service booking placed | Customer + store owner |
| Service booking confirmed | Customer |
| Service booking cancelled | Customer |
| Low stock alert | Store owner |
Email sender
All emails are sent from your store's configured sender identity. The "From" name and email address are set during store setup and can be updated in Settings → Notifications in the admin panel.
Ask your customers to whitelist your store's email address to prevent notifications landing in spam. Include this in your onboarding or welcome email.
SMS notifications
If your store is configured with an SMS provider (available for Kenya-configured stores via Africa's Talking), customers can also receive SMS for:
- Order confirmed
- Order shipped
- Delivery updates
SMS requires the customer's phone number at checkout.
Testing notifications
To verify an email is working:
- Create a test order using your own email address
- Complete the order through the relevant flow (payment, fulfillment, etc.)
- Check your inbox for the expected email
- Check spam if it doesn't arrive within 2 minutes
Customizing email templates
Email templates use your store's branding (logo, colors) as configured during setup. If you need to update template content — such as adding a refund policy, support phone number, or custom message — contact your platform administrator, as template editing requires access to the backend configuration.
Common issues
| Issue | Fix |
|---|---|
| Emails not arriving | Check spam; verify your email provider API key is active |
| Wrong "From" name | Update in Settings → Notifications |
| Order placed email missing | Check if customer email was entered correctly at checkout |
| Tracking email not sent | Ensure tracking number was saved before marking as shipped |