Automated Customer Care Emails

Overview

Automatically trigger customer care emails based on pre-set conditions (e.g., order status, product SKU), enhancing service efficiency and consistency. Typical use cases include:

• New product orders​​: Automatically send digital user manuals
• ​Delayed shipments​​: Proactively notifying customers about shipping delays

Sellers can also customize additional scenarios tailored to your specific needs.

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User Guide

Getting Started

Path: Customer Service > Customer Service Management > Rules Management → Click "Create Rule" in the top-right corner.

Below is an example of setting up a rule to send user manuals for Walmart orders automatically.

Step 1: Add Basic Information

• Rule Name: Customize a name, e.g., "Walmart - Robot Vacuum User Manual Auto-Send" for easy tracking.
• Scenario: Select when the rule triggers, e.g.,When a new order is created.

Step 2: Set Trigger Conditions

Logic: Choose Match ALL (all conditions required) or Match ANY (one condition suffices).
For this example, select All Conditions Met.

Condition Field	logic	Value	Notes
Channel site	contains	Walmart.com	Selecting the wrong site may cause rules to become invalid or send to incorrect buyers.​​
Order Status	contains	Unshipped	Orders in this status are typically confirmed but not shipped yet, making it an appropriate time to send the product manual.
Store SKU	contains	123456	Manually enter your product SKU for the robot

This is how it looks like after all conditions are set up.

💡 Tip: The same condition field supports input of multiple values (e.g., multiple SKUs). Press Enter to confirm after entering each value.

Step 3: Select Action

• Action: Under Actions, choose Send Email with Template.
• Template: Select a pre-made template (e.g., Product User Manual) with the manual attached.

📌 How to create a template in 1 minute?
- Sender Email: The system displays your connected customer service email as the ​​From address by default​​. If multiple customer service emails are connected, ​​be sure to specify the exact email address​​ you intend to use (ensure it matches the channel backend’s customer service email; otherwise, information cannot be synced on the marketplace backend)."

Step 4: Set Timing

Send Time: Choose Send Immediately or Send in X days (up to 90 days).

Step 5: Preview & Save

• Preview: Review trigger conditions (marketplace, status, SKU), actions (template, sender) and timing.
• Save: Click "Save". The rule will now automatically send manuals for new Walmart orders with SKU 123456.

Editing or Deleting Rules

• Edit: Click "Edit" in the Actions column to update the rule and then save.
• Delete: Click "Delete" to remove rules and cancel pending emails.

Viewing Sending Log

Click # Runs in the "Run Count" column to view sent emails, scheduled emails(awaiting scheduled send time) and failed email log.

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FAQs

Q1: I set up a rule, but no emails are sending. What should I check?
A1: Please check:

• Conditions: Order status must exactly match (e.g., "Unshipped" ≠ "Shipped").
• SKU: Enter Store SKUs (not SP SKUs).
• Rule Status: Ensure rule is enabled.

Still stuck? Contact Support.

Q2: How soon do rules take effect?
A2: Rules activate instantly if Enable Immediately is selected.

Please note historical data will not trigger rules.

Q3: How do I manage rules for multiple SKUs?
A3: Two options:

• Option 1: Enter multiple SKUs in the condition field (press Enter after each).
• Option 2: Group SKUs by category (e.g., "Home Appliance Manuals").

Q4: When my auto-email sends, does it show up in Amazon/Walmart’s seller inbox?
A4: Yes—for Amazon, Walmart, and Newegg. eBay message does not. Please check your email client for confirmation. If the email shows up in your sent folder, it means it has been sent successfully.

Q5: Can one order trigger multiple rules?
A5: Yes! For example:

• Rule 1: Send product user manual at purchase.
• Rule 2: Request feedback 3 days after delivery.

Q6: I messed up a rule & spammed customers! How do I fix this?!
A6: Please disable the rule immediately. Once done, any pending tasks will be canceled. Unfortunately, we cannot recall the sent emails.

Q7: Are there any limits on how many emails I can send?
A7: Nope, there is no sending limits, but channels may throttle emails (e.g., Amazon’s daily limit).