Customer Communication: Best Practices on Ordafy
Keep Ordafy customers informed across orders, bookings, Marketing emails, and support—without spamming or losing the thread.
Channels that matter
- Transactional: checkout confirmations and receipts customers already expect
- Marketing (
/marketing): campaigns and promo announcements - Direct replies: email/phone listed on your Shop storefront and order details
- Support (
/support): platform help when something breaks
Step 1: Set expectations on the listing
Fulfilment times, booking lead times, and cancellation rules belong on the product/service page before purchase—not only in a later email.
Step 2: Message when status changes
Dispatch delays, slot changes, and partial refunds deserve proactive contact. Update the order/booking status in Business so your team sees the same truth.
Step 3: Use Marketing responsibly
Send campaigns for launches, restocks, and genuine offers. Segment when tools allow; always honour unsubscribe and UK privacy rules.
Step 4: Keep internal chatter internal
Shift handovers go in Notes. Do not put staff-only commentary into customer-visible fields.
Frequently asked questions
Can Ordafy send SMS for me?
Rely on the notification channels you actually see enabled for your organisation—do not promise SMS unless your account clearly supports it.
Customer cannot find their order
Ask them to sign in to Shop and open their dashboard orders/bookings; verify email spelling on the order in Business.
Chargeback risk?
Clear descriptions, timely fulfilment updates, and fair refunds reduce disputes. Read customer relationships.
Communicate clearly
Combine this with order tips, marketing, and shopping on Shop.
Related guides
Getting Started: Creating Your First Product on Ordafy
Create and publish your first Ordafy product in Business: details, variants, pricing, images, inventory notes, and how customers find it on Shop.
Advanced Product Management: Custom Fields at Checkout
Add product custom fields in Ordafy Business so checkout collects sizes, notes, preferences, and other details—then review answers on orders.
Managing Orders: A Complete Guide
Run day-to-day Ordafy product orders: view Orders, update status, refunds, customer details, and how Shop checkouts land in Business.