Homegrown sends two kinds of emails around an order. Some go out on their own the moment something happens. Others only go out when you move the order to a new status. Knowing which is which makes it a lot easier to answer "did my customer get anything from you?"
Emails that send automatically
You don't do anything to trigger these. They happen on their own.
Order confirmation. Goes to your shopper the moment they place the order. It confirms we got it and lists what they bought.
New order alert. Goes to you the moment an order comes in, so you know to start on it.
Welcome email. Goes to a shopper the first time they create a Homegrown account. Most first time customers get this right before their order confirmation.
Emails you trigger
These only go out when you change the order status in your dashboard. If you never move the order, your shopper never gets one of these.
Order accepted. Sends when you accept the order. This is your shopper's signal that you have it and you're making it.
Ready for pickup. Sends when you mark the order ready. The email includes the pickup date and location, so your shopper knows both where and when.
Order complete. Sends when you mark the order complete, usually after they've picked it up.
Pickup date changed. Sends if you change the pickup date on an order that's already placed.
Why a shopper might say they got a "ready" email too early
The ready for pickup email is tied to the button, not the calendar. The moment you mark an order ready, we email your shopper, even if the pickup date is still days away.
That trips people up. Someone marks a batch of orders ready on Monday so their own list is tidy, and every one of those customers gets an email on Monday for a Saturday pickup.
The email does show the pickup date, so the information is correct. But if you'd rather your shoppers hear from us closer to the day, wait to mark orders ready until they're actually ready to be collected.
If you move an order through several statuses quickly, your shopper will get several emails close together. That's expected.
Still not sure a shopper got something?
Message us and we can check exactly which emails went to that customer and when.