Mailing Tool


The Mailing Tool is a very useful feature for messaging your customers regarding products with new stock, collection reminders, key download, or shipping delays.

To access the Mailing Tool, navigate to Advanced > Mailing.

Email Recipients

To email an existing list of recipients, a CSV file containing the emails vertical in one column can be uploaded, there is no limit on email addresses in the file.

The emails can be written below that field instead, with emails separated by commas and no spaces.

The 3rd option for setting your recipients, is automatically determined by the emails that are associated to a product's internal ID and its list (i.e. Waiting List). No list needs to be uploaded if using this option.

Types of Emails

Depending on which type of email you select, the template will change according to it's purpose and message.

  • Waiting List | Store Link - Provides a link to the store.
  • Waiting List | Product Link - Provides a link to the product page of your specification.
  • Waiting List | Private Link - Provides a private, unique, one-time-use, product link to each of the customers on the waiting list for a product of your specification.
  • Collect | Reminder - Provides a reminder email to customers about an upcoming cash collect.
  • Collect | Failed Attempt - Provides an email to customers who have had a failed attempt on their collect.
  • Collect | Cancel Preorder - After multiple failed attempts, a final cancel preorder email is sent to notify customers of order cancellation.
  • Keys | Download Page - Provides downloadable keys to each customer.
  • Delay Consent | Opt-in Required - Notifies customers of a delay in the expected shipping date of a product and requires the customer to either consent to the delay or cancel the order.
  • Delay Consent | No Opt-in Required – Notifies customers of a delay in the expected shipping date without requiring consent to the delay.
  • Custom | Email - Can customize this email, no template provided.

Waiting List Emails

To email your waiting list, first you'll want to determine which link you will be sending them. The store link is useful if you are running a sale on multiple products or feeds and would like the customer to see all of the products on the store when they land on the home page. Product links are useful to send to customers when stock availability is not a major concern, as the user can announce it and share the link with their friends. To prevent more than one user per email to purchase, select the private link, which will only allow one purchase through each unique link.

To email your waiting list, first select Waiting List and the type of waiting list email you'd like to send.

Enter the 5 digit product ID for the product that you wish to link the users to. Even if you're linking them to the store, you'll still need to enter a product ID as it will target that product's waiting list.

Once the ID is entered, click the Refresh button, which will verify and load the product into the Variables available section. Make sure that the variables listed are correctly showing, you do not have to edit the template section of the email unless you wish to change the wording. It's important that the variables are included in the email template so that the correct product and link is displayed.

Next, under "Number of emails" - Leave it default 0 if you wish to send to your whole mailing list for this product. If you wish to send to, for example, the first 100, then enter 100.

After the product ID is loaded and the message is reviewed to make sure it's correct, send the waiting list emails out by clicking the Send Email button at the bottom.

Collection Reminders

Collection reminder emails are primarily used to inform the customer that there is an upcoming collection, their collection attempt failed, or that their order has been cancelled. Since the release of a newer feature, called Auto Collect, these collection emails are only used manually, as Auto Collect will send the emails automatically before the collection dates.

To manually send a collection email for example, select [Collect] Reminder in the email type. Load the product ID and select the Refresh button. Then, select the recipients for this email.

The recipients selection is as follows:

  • Preorders waiting capture - For all customers who have placed a preorder, but has not been collected yet.
  • Preorders being captured - Not needed.
  • Preorders failed in capture - If a cash collect was attempted, and failed, then this reminder will be sent to the customers in this category.
  • All non-waiting capture preorders - Will send to pre-order customers who have already had cash collection take place.
  • All preorders - Will send an email for all pre-order customers, regardless if they have failed or had a successful cash collection attempt.
  • All orders (except in SAFE) - Will send an email to all customers who have ordered a specific product, except for the ones that are being audited in SAFE for potential fraud.
  • Valid orders - Will send an email to all valid orders that have been collected and are not in pre-order status.

Delay Consent Emails

When the shipping date of a product is delayed, the “[Delay consent] NO opt-in required” can be selected in the “Email type” field and configured to notify customers of this change. If consent to the delay is required, you can select “[Delay consent] opt-in required”. When configuring these emails, please first configure the Delay Consent option in the product page of that specific product. Please see the Delay Consent Process and Configuration manual for more details.

Once you have chosen the desired project and delay consent email type, input the product ID of the delayed product in “ProductID” field. Then, click the refresh button to load the product variables.

Next, choose the recipients of this email. Your options are:

  • All orders pending shipment – This sends an email to all customers whose orders are pending shipment of this product, regardless of the order date. This option only appears when “[Delay consent] NO opt-in required” is selected.

  • Order pending shipment placed before certain date – This sends an email to all customers whose orders have been placed before the specified date and have not yet been fulfilled. This allows you to distinguish between those customers who have been notified of the correct ship date and those who have not.

    When “[Delay consent] NO opt-in required” is selected, you may select any past date directly from this form. If “[Delay consent] opt-in required” is selected, the “Order Date” field is directly linked to the delay consent options chosen in the product page of that specific product. This date and time must be selected on the product page. If no date and time is selected on the product page, this field is set to the current date and time by default.

Specific orders – This sends an email to the customers of specific orders. More than 1 order can be selected at once.

Finally, input the original ship date, new ship date and opt-in date as you would like them to be displayed in the email:

  • Original ship date – This is the date the customers were originally told that the product would ship.

  • New ship date – This is the new date the product is expected to ship.

  • Opt-in date – This is the deadline by which the customer must consent to the delay. This option only appears when “[Delay consent] opt-in required” is selected.

The variables section will update automatically based on the product ID chosen and the selections you have made in each field. Please review them to be sure they are accurate.

Though we have already provided generic email templates for both cases, you may change the text in the subject and/or body of the emails.

In the “[Delay consent] opt-in required” email, the “YES. KEEP MY ORDER!” button’s text can be edited but the button cannot be removed as this is how we log the customer’s delay consent.

Finally, clicking the “Send mails” button at the bottom of the screen will send this email to all selected recipients.