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# How to send confirmation email for preorders

STOQ allows you to send confirmation emails to customers immediately after they place a preorder. These emails confirm the transaction details and provide essential information such as payment terms and shipping expectations, enhancing customer communication and building trust. You can set up automatic confirmation emails or send them manually from the Reports section when needed.

|| **Important — customers may receive two emails.** Shopify automatically sends its own order confirmation email for every order, including preorders. The STOQ preorder confirmation email is a separate, additional email. Read the section below to understand your options.

### Why Customers Receive Two Emails

When a customer places a preorder, two systems can send a confirmation email independently.

##### Shopify Order Confirmation Email

Shopify sends a native order confirmation email for every order placed in your store — including preorders. This is a standard Shopify behaviour and **cannot be disabled** from within Shopify admin. Every customer who completes checkout receives this email automatically.

##### STOQ Preorder Confirmation Email

STOQ sends a separate preorder-specific confirmation email that includes details Shopify's email does not cover — such as the preorder offer name, estimated shipping date, deposit amount, and remaining balance. This email only sends if you have **Preorder email alerts** enabled in STOQ.

### Your Options

You have three ways to handle this depending on what works best for your store.

| Option | What to Do | Result |
| ---- |
| Keep both emails | Enable STOQ preorder email alerts (default if on a paid plan) | Customers receive Shopify's order confirmation **and** STOQ's preorder confirmation — each with different details |
| Disable the STOQ email | Turn off **Preorder email alerts** in STOQ → **Preorders** → settings → **Notifications** | Customers receive only Shopify's order confirmation. Preorder-specific details are not included unless you customize the Shopify template |
| Disable the STOQ email and add preorder details to Shopify's email | Turn off STOQ's email, then edit Shopify's order confirmation template to show preorder offer details | Customers receive one email that includes both order and preorder information |

| **Tip:** If you choose the third option, see [Show preorder offer details on order confirmation email](https://help.stoqapp.com/en/article/show-preorder-offer-details-on-order-confirmation-email-gs8elf/) for step-by-step instructions on editing the Shopify email template.

### Enabling Automatic Preorder Confirmation Emails

When enabled, STOQ automatically sends a confirmation email to customers immediately after they complete a preorder purchase. This ensures every customer receives timely communication about their order.

##### Accessing Notification Settings

1. From your Shopify admin, open the **STOQ** app.
2. Click **Preorders** in the left navigation menu and Click to **Settings**.
3. Click **Notifications** to access the email and SMS notification settings.
![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_12e8egn.png)
##### Enabling the Confirmation Email

1. On the Notifications page, locate the **Preorder email alerts** section.
2. Toggle on **Preorder email alerts** to automatically send customers an email when they place a preorder.
3. Click **Save** to apply your changes.

When enabled, every customer who places a preorder will automatically receive a confirmation email with their order details.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_17kzvfj.png)

|| Note: Preorder email alerts are available on paid STOQ plans. Free plan users will see an upgrade prompt when attempting to enable this feature.

### Customizing the Confirmation Email Template

You can customize the appearance and content of your preorder confirmation emails to match your brand and provide the information your customers need.

##### Accessing the Email Customizer

1. On the Notifications page, click **Customize email** next to the Preorder email alerts section.
2. The email template editor opens with a preview on the right side of the screen.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_1tq5z7n.png)
### Customizable Email Elements

The email customizer allows you to modify several elements of your confirmation email.

### 1. Send Emails Through
Choose which platform sends the confirmation email to your customers. STOQ supports three email providers.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/screenshot-55_31r0gk.png)

##### STOQ

* STOQ sends the email directly using its built-in email system. This is the default option and gives you full control over email content, design, and styles right inside the STOQ app. No external tools needed.
* When STOQ is selected, all content fields (subject, header, description, button, footer), styles, and address settings are editable directly in the email editor. You can also use liquid variable with order, product, and customer data.

|| Note: For a detailed guide on sending through STOQ and all available Liquid variables, see [How to Send Preorder Confirmation Emails Through STOQ](https://help.stoqapp.com/en/article/how-to-send-preorder-confirmation-emails-through-stoq-19ligla/?bust=1777029221835).

##### Klaviyo

* Use Klaviyo to send preorder confirmation emails through your existing Klaviyo account. This is ideal if you already use Klaviyo for email marketing and want all customer communications in one place.
* When Klaviyo is selected, STOQ triggers a Klaviyo flow event whenever a customer places a preorder. You design and send the email from Klaviyo using your own templates and branding.
* Setting up Klaviyo requires connecting your Klaviyo account (via OAuth) and either using automatic setup or manually creating a Klaviyo flow with the correct trigger.

|| Note: Klaviyo is available on paid plans. For a step-by-step setup guide, see [Send Preorder Confirmation Emails Through Klaviyo.](https://help.stoqapp.com/en/article/how-to-send-preorder-confirmation-emails-through-klaviyo-12632l5/)

##### Shopify Flow

Use Shopify Flow to route preorder events to any marketing automation tool connected to your Shopify store. This gives you the most flexibility but requires more setup.
When Shopify Flow is selected, STOQ sends a trigger event through Shopify Flow. You then build a workflow in Shopify Flow to handle the notification using any connected app.

||| Important: Shopify Flow is not available for preorder confirmation emails at this time. It is only available for back in stock alerts. If you select Shopify Flow for a preorder offer, you will see a message stating this limitation.

For back in stock alert setups using Shopify Flow, see [Use STOQ Triggers in Shopify Flow](https://help.stoqapp.com/en/article/how-to-use-stoq-triggers-in-shopify-flow-to-build-custom-workflows-10ukilz/?bust=1776321047610).

### 2. Address Settings

Configure the sender email address that customers see when they receive the confirmation email.
The Address section includes:

* From name — The name that appears as the sender (e.g., your store name).
* Email address — Choose between:
**Default address** — Emails are sent from STOQ's default address (e.g., alerts@stoqapp.com or your subdomain).
**Use your own email** — Send from your custom email address for better brand recognition. Requires DKIM authentication for deliverability.

When using a custom email address, STOQ checks your domain for DKIM authentication. If DKIM is not configured, a warning banner appears with instructions to download DNS records and complete setup.

|| Note: Custom email addresses require a paid plan and DKIM authentication. For full setup instructions, see [Change From Address for Email Alerts.](https://help.stoqapp.com/en/article/how-to-change-from-address-for-stoq-email-notifications-jc6pzr/)

##### Content Settings

Customize the email content sent to customers:
* **Subject**: The subject line of the email. Use variables like `{{order.name}}` to personalize.
* **Heading**: The main headline within the email body.
* **Description**: The body text or message to your customers explaining their preorder.

##### Colors and Styles

Customize the visual appearance of your email:
* **Background**: The color of the email background.
* **Button appearance**: The look of the "View order" button, including button color and text color.
* **Text color**: The color of the email text.

##### Social Links

Add links to your social media profiles to include icons in your email footer. Supported platforms include Facebook, Instagram, Pinterest, TikTok, Twitter/X, WhatsApp, and YouTube.

### Previewing Your Changes

As you make changes to any email element, the preview on the right side of the screen updates in real time. This allows you to see exactly how your email will appear to customers before saving.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_3diqg8.png)

### Saving Your Template
Click **Save changes** at the top of the page once you are satisfied with your email template. Your changes will apply to all future preorder confirmation emails.

### Multi-Language Support
STOQ supports sending preorder confirmation emails in multiple languages, allowing you to communicate with customers in their preferred language.

##### Configuring Languages

1. In the email customizer, click **Languages** at the top of the page.
2. Add translations for each language you want to support.
3. Customers will receive emails in their preferred language based on their browser settings or Shopify market configuration.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_tygos5.png)
![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_wuqzjc.png)
### Sending Confirmation Emails Manually
If you forgot to enable automatic confirmation emails before orders were placed, or if you need to resend a confirmation to a customer, you can send confirmation emails manually from the Reports section.

##### Sending to Multiple Orders (Bulk)

1. From your Shopify admin, open the **STOQ** app.
2. Click **Reports** in the left navigation menu.
3. Click **Preorders** to view your preorder orders list.
4. Select the checkbox next to each order you want to send a confirmation email to.
5. Click on the** 3-dots** button then actions will appear.
6. Select **Send email confirmation** from the dropdown menu.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_eq7y6l.png)

|| Note: Bulk email sending is available on paid STOQ plans.

##### Sending to a Single Order

1. Navigate to **Reports** > **Preorders** within the STOQ app.
2. Click on the order number to open the individual preorder details page.
3. Click on **Notify customer** and **Send email confirmation**.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_1pj9yor.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_c6ccoz.png)

### Confirmation Messages
After sending confirmation emails:

* **Success**: A toast message appears at the bottom of the screen saying "Confirmation email sent" (for single orders) or "Notifications sent" (for bulk sends).
* **Failure**: If the email fails to send, a toast message appears saying "Confirmation email failed". Wait a few minutes and try again.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/9/b/f69b1402a211d800/image_1xowtt6.png)

|| Note: A timeline event shows up on the preorder order details page for tracking when the preorder confirmation email was sent. If it was sent manually through reports, it'll show up with a note saying (sent manually)
### Other Preorder Notifications

In addition to confirmation emails, STOQ provides other notification types for preorder management.

###### Shipping Update Emails

Send shipping update emails to customers when you need to communicate delays or changes to their preorder shipping timeline. Access this from **Reports** > **Preorders** by selecting orders and clicking **Send shipping update**.

###### Payment Collection Failed Emails

When automatic payment collection fails for partial payment preorders, STOQ can send customers an email with a link to complete their payment. Configure this template in the email customizer under **Other notifications**.

### Known Limitations

The preorder confirmation email feature has some constraints to be aware of.

* Test email functionality is not currently available for preorder confirmation emails. To preview the email, place a test preorder on your store.
* Preorder email alerts require a paid STOQ plan to enable.
* Bulk email sending from Reports requires a paid STOQ plan.
* Email delivery depends on your configured email provider (STOQ, Klaviyo, or Shopify Flow) being properly set up.

### Troubleshooting

If you encounter issues with preorder confirmation emails, use this guide to identify and resolve common problems.

| Symptom | Likely Cause | Fix |
| ---- |
| Customers receive two confirmation emails | Both Shopify and STOQ are sending emails | This is expected. Disable **Preorder email alerts** in STOQ if you only want Shopify's email, or add preorder details to Shopify's email template instead |
| Confirmation emails not sending automatically | Feature not enabled | Go to Preorders > Notifications and enable "Preorder email alerts" |
| "Upgrade" prompt when enabling emails | Free plan limitation | Upgrade to a paid STOQ plan to access preorder email features |
| Email shows wrong sender name | Address settings not configured | Click "Customize email" and update the From name in Address settings |
| Customer received email in wrong language | Language not configured | Add translations in the Languages section of the email customizer |
| Manual send shows "Confirmation email failed" | Temporary delivery issue | Wait a few minutes and try sending again |
| Bulk send option not available | Orders not selected | Select one or more orders using the checkboxes before accessing bulk actions |

### FAQs

**Q:** **Can I test the confirmation email before enabling it for customers?**
**A:** Currently, there is no test email feature for preorder confirmation emails. To preview the email, you can place a test preorder on your store using a test payment method. Make sure to cancel the test order afterward to avoid affecting your inventory or reports

**Q:** **Will customers receive duplicate emails if I send manually after automatic emails are enabled?**
**A:** Yes, if automatic emails are enabled and you also send a manual confirmation, the customer will receive both emails. Only use manual sending for orders placed before you enabled automatic emails, or when a customer specifically requests a resend.

**Q:** **Can I customize the email differently for different preorder offers?**
**A:** The preorder confirmation email template applies to all preorder offers in your store. You cannot create different templates for different offers. However, you can use Liquid variables like `{{product.title}}` to dynamically include product-specific information.

**Q: How do I know if a confirmation email was sent for a specific order?**
**A:** Navigate to Reports > Preorders and click on the order number to view the order details. The activity timeline shows when confirmation emails were sent, including the recipient email address.

**Q:** **Can I send SMS confirmations instead of email?**
**A:** Yes, STOQ supports SMS confirmations for preorders. Enable SMS alerts in the Notifications settings and configure your SMS provider. You can send SMS confirmations manually from the individual order page by clicking "Send SMS confirmation".

**Q: Why does my customer receive two emails after placing a preorder?**
**A:** Shopify automatically sends its own order confirmation email for every order — this cannot be disabled. STOQ sends a separate preorder-specific email with additional details like estimated shipping dates and payment terms. If you prefer one email, disable STOQ's preorder email and optionally add preorder details to Shopify's email template.

**Q: Can I add preorder details to Shopify's email instead?**
**A:**  Yes. You can edit Shopify's order confirmation email template to display preorder offer details. See [Show preorder offer details on order confirmation emai](https://help.stoqapp.com/en/article/show-preorder-offer-details-on-order-confirmation-email-gs8elf/)l for step-by-step instructions.

**Q: Can I disable Shopify's order confirmation email?**
**A:** No. Shopify's order confirmation email is a Shopify's default notification that cannot be turned off from Shopify admin. You can only disable STOQ's preorder confirmation email.