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How to Set Up Order Notifications

Updated
Feature Availability User Permissions Time to Complete Skill Level
Philippine and US stores on Launch, Grow, Scale and the free trial Store owner, or a team member with Store settings & administration access About 10 minutes Beginner

Summary

Overview: Prosperna tells you about new orders in the dashboard, by email and by text message, and keeps your customers updated by email and text message as their order moves along. You can choose which team members get new-order emails, and you can change or switch off the emails your customers receive.

Prerequisites:

  • A store on Launch, Grow, Scale or the free trial.
  • Store owner access, or a team member with Store settings & administration access.
  • To email team members: the team member is added in Settings → Users, and your store has at least one store location. See How to Add Your Store Location.

Step-by-Step Instructions

Step 1: Know your in-dashboard alerts

You don't need to set these up. While you have the dashboard open:

  • When a new order comes in, a pop-up says You have [number] new order(s)! and a doorbell sound plays every few seconds until you close it. Click View Now to open the Notification Center.
  • When you have scheduled orders coming due, a pop-up says You have [number] Orders to be delivered in [number] days (for example, due in 1, 3, 5 or 7 days). This pop-up has no close button: click View Now to open Orders, filtered by due date. Clicking View Now also marks all your notifications as read.
  • The bell icon at the top of the dashboard shows how many notifications you haven't read. Click it to see them under New and Earlier. A notification for an order at one of your store locations shows the location name in square brackets under it, for example [Main Branch]. Click a notification to open the order, or click View All to open the Notification Center page.
  • On the Notification Center page you see each notification's Notification, Name, Date, Location and Read Status. Use Search... to find one, or click Mark all as read.

Order notifications you may see include New Order, Cancelled Order, Completed Order, Pending Delivery (reminders for scheduled deliveries) and New Order via QR Menu. You also see New Lead Registered when someone signs up on your store.

Who sees which notification. Order notifications follow store locations:

  • As the store owner you see every notification in the store.
  • A team member sees order notifications only for the locations ticked under Where they work, and only if their permissions let them view orders. New Lead Registered goes to everyone.
  • An order notification that has no location at all reaches the store owner only.
  • The new-order pop-up counts only the orders at the locations you handle.
  • The number on the bell counts only the unread notifications you can see, so a team member's number covers just their locations.

Read status is per person: marking a notification read doesn't mark it read for your team. Notifications from before a team member joined your store count as already read for them, so nobody starts with the store's whole history unread.

Step 2: Get new-order emails and text messages yourself

These go to you automatically:

  • Email: the email address on your Prosperna account gets a copy of the order email when an order is placed, and again for status changes such as a cancelled or completed order.
  • Text message (SMS): the mobile number on your Prosperna account gets a text for each new order, with the customer, order number, payment type and a link to the order.

Step 3: Email team members about new orders

  1. In the sidebar, click Settings, then Users.
  2. On the team member's row, open the actions menu and click Permissions.
  3. Under Store access, in Where they work, tick the store locations they handle (or All locations).
  4. Switch on Email them every new order.
  5. Click Save changes.

The team member now gets the same order emails you get, for orders at the locations you ticked.

Step 4: Brand your customer emails

  1. In the sidebar, click Settings, then Messaging.
  2. Click Email Templates on the left. The Email Notifications section opens.
  3. Set how your emails look. Changes save automatically.
    • Store Logo: upload a .jpg or .png image, at least 250 × 250 pixels and up to 10 MB.
    • Header Bar Color: pick a color.
    • Logo Style: Sharp (Default), Rounded or Circle.

Step 5: Edit a customer email

The table lists these emails:

Email Sent to your customers
Order Confirmation Notification After they order your product/s
Order Delivery Notification Whenever the order status of their order is updated
Order Completion Notification After their order is marked as Completed
Order Cancellation Notification When you cancel their order
Order OTC Confirmation Notification After they order and pay by Over the Counter

Order Confirmation Notification emails also tell the customer how the order reaches them:

  • A Shipping Type line, for Manual Shipping, Standard Delivery and Same Day orders.
  • For Store Pickup orders, the pickup time, the Shipping Type, and the store branch and address to collect from. The customer's own shipping address is left off, because they are collecting the order themselves.
  • When the customer asked for the order as soon as possible instead of picking a time, the time reads As soon as available in the customer's copy and Now in yours.

To edit an email:

  1. Open the actions menu on its row and click Edit. The editor opens in a window over the table, headed Edit [email name].
  2. (Optional) To add customer or order details, choose one under Add Merge Field — Customer Full Name, Customer First Name, Customer Last Name, Customer Email, Customer Mobile Number, Order Date, Order ID or Order Status — then click Add. It is put in the message where you last clicked, or at the end if you haven't clicked in the message yet.
  3. Change the Subject (up to 60 characters). A counter below it shows [number] characters remaining.
  4. Change the message in the editor.
  5. Click Preview to check it. The full email, including your logo and footer, opens beside the editor. Click Hide Preview to close it again.
  6. Click Save. You see Successfully updated [email name].

To leave without saving, click Cancel, the X or press Esc. You are only asked to confirm if you changed the subject or the message.

To undo your changes, click Reset to Default, then Reset. You see Successfully reset [email name].

To look at an email without changing it, click View.

Step 6: Switch a customer email off or on

  1. Open the actions menu on the email's row.
  2. Click Disable, then Disable again in Disable Email Notification. You see Successfully disabled [email name].
  3. To turn it back on, click Enable. You see Successfully enabled [email name].

The Status column shows Enabled or Disabled.

Step 7: Know how customers get text messages

Customer text messages (SMS) are sent automatically, there's nothing to set up:

  • When the order is placed, or once an online payment goes through.
  • When you or the courier update the order's status.

Shoppers who check out on your storefront choose how they want updates (email only, unless they pick otherwise). Orders you create yourself send both email and text message. See How to Create an Order for a Customer.

Verify It Worked

Success criteria:

  • A new order shows the You have [number] new order(s)! pop-up and appears in the Notification Center.
  • The order email arrives at your account email and at each team member with Email them every new order on.
  • In Settings → Messaging → Email Templates, each email shows the Status you chose.
  • Preview shows your logo, header color and edited text beside the editor.

Troubleshooting

Common errors

  • "Tick a location first. There is nothing to email about yet.": Email them every new order can't be switched on until the team member has at least one location ticked under Where they work.
  • "Turned off because this user had no locations. Turn it back on if you still want it.": you removed all of the team member's locations. Tick a location and switch the email back on.
  • I can't find Permissions or Store access: assigning locations and emailing team members about new orders needs an upgraded plan. Archived team members have no Permissions option.
  • A team member doesn't get order emails: check that the order's store location is ticked for them, that the location is active, and that Email them every new order is on.
  • Customers stopped getting confirmation emails: Order Confirmation Notification may be disabled. Click Enable on its row.
  • I don't hear the new-order sound: the pop-up and sound only appear while the dashboard is open in your browser. The sound plays on phones and tablets as well as on a computer. If it stays silent on a phone, tap the page once after you open it (browsers only play sound after you've touched the page) and check your device volume.
  • "Only accepts .PNG, .JPG, or .WEBP" when you upload a .webp store logo: although the uploader's hint lists .webp, it only takes .jpg and .png files right now. Save your logo as .jpg or .png and upload it again.

Limitations & considerations

  • Disabling an email stops it for your customers only. You and your team members still get your copies.
  • There's no setting to switch off customer text messages.
  • Text messages are sent to Philippine mobile numbers.
  • The account owner always gets order emails. Only team members can be switched on or off.
  • Team members only see order notifications, and only get order emails, for orders at the locations they are assigned to. A team member with no locations ticked sees only New Lead Registered.
  • Pending Delivery reminders are created once per store location per day, not once per order.

Next Steps & Related Resources

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/28/2026