Order flow and automated emails

This article provides a complete overview of what happens from the moment a customer clicks “Order” until the order is delivered—and which automated emails are sent along the way.

Overall Order Flow

When a customer completes a purchase in your online store, the following happens:

1. Confirm Order — The customer reviews their cart and confirms the order
2. Payment — The customer is redirected to the payment gateway (e.g., QuickPay, Stripe, or Pensopay) to complete the payment
3. Confirmation — Once payment is complete, the customer is redirected to a thank-you page and receives an order confirmation via email
4. Processing — You process the order in the admin panel and ship the items
5. Shipping — When the order is marked as shipped, the customer receives a shipping notification email

When is the order confirmation sent?

The order confirmation (invoice email) is sent automatically, but the timing depends on the payment method:

Card payment (QuickPay, Stripe, Pensopay, etc.)

For card payments, the order confirmation is sent only after the payment has been confirmed by the payment gateway. The process is as follows:

1. The customer completes the payment through the gateway
2. The gateway sends a confirmation back to Shoporama
3. The order is marked as paid
4. The order confirmation is sent to the customer

"Other" payment gateway

You can create payment methods of the “Other” type for payment methods handled outside the standard online payment process. These may include:

• Bank transfer
• Cash on pickup
• Invoice payment
• MobilePay (manual)

When a customer selects an “Other” payment method, the standard payment gateway is bypassed. The order confirmation is sent immediately after the order is created, and the customer is redirected directly to the thank-you page.

The "Automatically mark new orders as paid" setting determines whether the order is marked as paid:

• Enabled — The order is marked as paid immediately. Use this for payment methods where payment is made upon delivery (e.g., cash on pickup)
• Turned off — The order remains unpaid in the admin panel. You must mark it as paid yourself once payment is received (e.g., bank transfer)

EAN Orders (Government Procurement)

If a customer enters an EAN number at checkout, the order is handled differently. EAN is used by public institutions and companies that pay via the electronic invoicing system (e-invoice).

For EAN orders:

• The order confirmation is sent immediately —regardless of which payment gateway you use
• The customer is not redirected to the payment gateway—the payment flow is skipped entirely
• The order will appear as unpaid in the admin panel because payment is processed separately via the EAN invoicing system
• You must check yourself to ensure that the payment is received via EAN

Orders with 0 DKK

If the order has a total amount of 0 DKK (e.g., with a 100% discount code), the payment gateway is bypassed. The order is automatically marked as paid, and the order confirmation is sent immediately.

Thank-you page vs. order confirmation

It’s important to distinguish between the thank-you page and the order confirmation:

• Thank-you page — The page the customer sees in their browser after checkout. This always appears, even if the payment has not yet been confirmed. The thank-you page is not a guarantee that the payment has gone through
• Order confirmation — The email the customer receives. For card payments, this is only sent once the payment has been confirmed by the payment gateway

Overview of Automatic Emails

Here is an overview of all automated emails related to orders:

The "Order Sent " email is triggered by the status change to "Sent." If you ship the order in multiple packages with a partial shipment, the email is sent once per package as the packages are shipped, and the order status changes to "Sent" only when the last package is shipped. The invoice number, payment processing, and transfer to the accounting software therefore also occur only at that point—and still only once.

Payment Reminder

If a customer places an order but does not complete the payment, Shoporama can automatically send a reminder email. You can configure this under Settings → Emails:

• Waiting period — Number of hours after the order is created before the reminder is sent
• New orders only — The reminder is sent only for orders with the status "New" that are unpaid
• Max. 7 days — Reminders are not sent for orders older than 7 days

Customizing Emails

You can customize your automatic emails in two ways:

• Admin settings — Under Settings → Emails, you can change subject lines, sender names, and introductory text without editing your theme’s files
• Theme Templates — For more advanced customization, you can edit the email templates in your theme under templates/mails/. See the article " Email Templates in Your Theme " for details

Troubleshooting

The customer hasn’t received an order confirmation

If a customer hasn’t received the order confirmation, it could be due to:

• The payment did not go through — Check if the order is marked as paid in the admin panel. If not, the order confirmation has not been sent yet
• Spam filter — Ask the customer to check their spam or junk mail folder
• Incorrect email address — Check if the customer’s email address is correct on the order

The customer has received an order confirmation, but the order is unpaid

This can happen in the following situations:

• EAN order — The order has an EAN number and is paid via the public invoicing system. The order confirmation is sent immediately, but payment is handled separately
• "Other" payment method without automatic payment — The order uses a payment method such as bank transfer, where the customer must transfer the amount themselves. The order confirmation is sent as a receipt, but payment has not yet been received
• Canceled after payment — The order may have been canceled after the payment went through, for example, if the payment was reversed

Do you have questions about the order flow or your automated emails? Contact us at support@shoporama.dk.