Here is how you can set up personalized messages in Shipmondo.
You should start by going to Settings > Personalized message.
The first step in the process of setting up your personalized message is to choose if you wish the message to be sent as an email or an SMS. Next, you need to choose a Trigger for dispatching your personalized messages.
Triggers
A trigger is an action that determines the dispatch of a personalized message. There are following options:
Invoice: Credit note created - A personalized message containing your customer's invoice is sent to your customer.
Invoice: Invoice created - A personalized message containing your customer's credit note is sent to your customer.
Order status: Packed - A personalized message is sent when an order changes its status to "Packed".
Order status: Picked up - A personalized message is sent when an order changes its status to "Picked up".
Order status: Processing - A personalized message is sent when an order changes its status to "Processing".
Order status: Ready for pickup - A personalized message is sent when an order changes its status to "Ready for pickup".
Order status: Cancelled - A personalized message is sent when an order changes its status to "Cancelled".
Order: Delivered by third party - Personalized message sent to your customer when you mark the order as Delivered by third party.
Order: Refund - A personalized message is sent when an order is fully or partially refunded.
Order: Return confirmed - A personalized message is sent when an order is confirmed to have been fully or partially processed.
Return portal: Shipment - Personalized message is sent to your customer when he/she has created a return shipment. The message contains the documents associated with the return shipment e.g. return label and return slip.
Return portal: Shipment delivered - Personal message is sent to your customer when you register that you have received the return order, to provide a status update regarding the return shipment.
Shipment: Created with service selected - A personalized message is sent upon creation of a shipment, if an additional service Personalized SMS/Email message is chosen beforehand.
Shipment: Address label created with service selected - A personalized message is sent upon creation of an unfranked Address label and Address label w/pro forma, if an additional service Personalized SMS/Email message is chosen beforehand.
Shipment: Reminder for unclaimed packages - A personalized message is sent when a shipment is marked as red due to being uncollected. This trigger requires Shipmondo to support shipment monitoring for the carrier.
Shipment: Return delivered - A personalized message is sent when an order is confirmed to have been fully or partially processed.
Note! Order-status-based triggers require the use of order management.
Receiver-country specific notification
Under Receiver country specific you have the option of targeting a certain receiver country in the event that you wish to communicate with your customers in different languages.
Note! If you set Receiver country specific to No, the message will be sent to all receiver countries where no personalized message has been set up. This way, a receiver will always receive one personalized message for a specified trigger at the most.
Pro tip: You can choose a specific receiver country if you wish to send your personalized message in a certain language or communicate to receivers of this particular country in some other way. At the same time you can customize a default message for all other countries, which could be in a certain language e.g. English.
Integration-based notification
In case you have multiple webshops set up on your Shipmondo account, you have the possibility of forming personalized messages for each individual store by defining the order integration in the message setup process.
If a certain order integration is chosen, the notification will only be sent to those customers whose draft/order has been imported through this particular order integration.
Note! If you have set up two personalized messages for the same trigger and receiver country, where the first message has been set up for a certain order integration and the second one as not being integration-based, then only the first message will be sent out, the one connected to a specific order integration. This means that your customer only will receive one personalized message for this specified trigger.
Schedule message delivery
It's most common for personalized messages to be sent/triggered as soon as the set action has been performed, but it is also possible to postpone the sending of a personalized message to a certain point in time.
Let's say that an order is ready for pick-up at 8:00 AM but your store doesn't open until 10:00 AM. It that case, it is possible to set your personalized message up not to be sent before your opening hours start, regardless of when the order is set to be "ready for pick up" (as long as it's the same day).
Note! If sending a personalized message is triggered after the chosen time, the message will not be send until the next day at the chosen time.
If a shipment is cancelled before scheduled notification delivery, the scheduled personalized message will not be sent. If the time trigger is set for 4:00 PM and the shipment is cancelled at 2:00 PM, then the message will not be sent after all.
Personalized message customization and tags
We have created some default content for both personalized email and SMS, which you can either use as they are or as inspiration for designing your own message content.
Customization of a personalized message for a shipment/order can be done directly in the message editor.
E.g. you might want to include the tracking or order number in your notification to your customer.
We have created a number of tags (variables) and made them available to you. These tags will be replaced by the actual data when a message is sent. This means e.g. that you can include a variable that is your receiver's name in order to make your message more personal.
You can chose a tag from the dropdown by entering * in the message editor.
The list of available tags is as follows:
Shipment:
*sender_name* - The sender's name
*sender_email* - The sender's email
*receiver_name* - The receiver's name
*receiver_email* - The receiver's email
*receiver_zipcode* - The receiver's zip code
*receiver_country_code* - The receiver country code
*receiver_mobile* - The receiver's mobile
*tt* - The shipment's Track&Trace number
*tt_url* - URL for the shipment's tracking page
*tt_link* - HTML link for the shipment's tracking page
*parcel_numbers* - The parcel numbers
*parcel_count* - Number of parcels in the shipment
*shipping_agent* - The carrier name
*shipping_product* - The carrier product name
*service_point* - The service point/parcel shop
*reference* - The shipment's reference
Orders:
*sender_name* - The sender's name
*sender_email* - The sender's email
*receiver_name* - The receiver's name
*receiver_email* - The receiver's email
*receiver_country_code* - The receiver country code
*receiver_mobile* - The receiver mobile number
*order_id* - Order ID
*order_reference* - Order reference
Adjustment of design in HTML
It is possible to adjust email messages in HTML and, in this way, create your own email design. If you wish to change the design on your email messages, you need to have knowledge of HTML.
Alternatively there are programs/services that allow you to design your emails and export the HTML code, which you then can copy into your personalized message.
If you choose to edit the design, we recommend that you test it with common browsers/email programs, since some older email programs have limitations with regard to the rendering of HTML/CSS.
Test view
When you have customized your personalized message, you can use the test view button to see what the message will look like. In the test view, the tags will be replaced with test data.
Example of a test view of an email:
Example of a test view of an SMS message:
