Why are the email templates not displayed in pixi Customer Service?

You have created a new template for the customer service e-mails in the pixi Control Center and now want to send a test email. However, you can't see any of the templates that you created.

In this case, please check if the email type or template is still disabled.

What do the email type and template status colors mean?

The pixi auto emails are displayed in different status colors:

• Red: The email type or template is disabled. Hence, this email type or template will not be sent.

• Yellow: The test mode of the email type is activated. All templates of this email type are sent to the specified test email address.

• Green: The email type or template is activated. The activated templates are sent for the email type.

Back to top

Why is it the default template being sent?

You have created and activated your own templates for an email type, but the default template is still the one that is sent to customers. You can define several filter settings for sending emails.

If two templates have selected the same filters, pixi will send the default template because it isn't clear which template should be sent.

Note: You should never deactivate the default template of any email type, because in many cases this can lead to sending delays or even to a complete standstill of email sending.

Sending priority of the email templates based on the filter settings

You can define different filter settings for automatic emails:

• Shop ID

• Country

• Ship Vendor

• Payment Type

pixi considers the template with the most frequently chosen filter settings when creating the automatic emails.

How to exclude a template from sending?

If you want to exclude a template in the auto emails from the sending process, create a new template and set the filter settings. Then, within the sending options for this template, you specify incorrect SMTP data in order to prevent this email template from being sent.

Alternatively. exclude Shops or Payment Types from this email.

Back to top

Why are sent emails not delivered to the recipient?

If emails with various messages are being returned to you and thus do not reach the recipient, this can have different causes. However, in most cases it is possible to deduce what the problem is from the returned message, for example:

Requested action not taken: mailbox unavailable

How is it that there might be a delay of up to 30 minutes between order receipt and sending out the order confirmation email?

It can take up to 30 minutes from the import of the customer order until the corresponding order confirmation email is sent. For this reason, most shop owners dispense with an order confirmation from pixi and have them sent by the shop.

Due to the various processes that are run between the order date and sending the email, there is a time delay. The following processes influence this:

1. As soon as the customer places the order in the shop, the order date is recorded.

2. Subsequently, this order is queried and imported by the shop connection. This does not happen in real time, but with a certain delay of the import job. For example, if the item import runs parallel to the order import, there will be a delay.

3. Has the order been imported to pixi then there are in total 3 agent jobs for the automatic emails to go through.

   1. Email Creation: The first job creates the email. This can take some time, depending on which processes are currently active and which email types are triggered for creation.

   2. Email Dispatch: The second job sends the email. Depending on how many emails have to be processed, this in turn can take time and it may happen that the service reboots in between.

   3. Status update: The third job then checks the status of the sent emails and sends them back to the pixi database (QUEUED, FAILED, SENT).

In summary, it should therefore be noted that the 4 agent jobs, which run from the logging of an order date in the shop to the dispatch of the email, in individual cases and depending on the load of the agent jobs can lead to a 30-minute delay,

Back to top

Why does the email display "wrong type"?

If the expression "wrong type" is displayed instead of a value or a string in a created email, this is because the template used the name of a variable that does not exist (anymore) in this template.

In such a case, you should open the corresponding email template and check in the list of variables whether the name of the variable used is included in the list of variables. If not, replace the currently used variable with a variable from the list.

How can I resend multiple emails from the Outbox?

Initial situation: There are several emails in the outbox, some of which have the status QUEUED. You now want to resend further emails in FAILED status, but the Resend email button is not active.

Solution: First mark emails with status FAILED. The button Resend email should now be active. If you now select all emails via the checkbox in the column header, the button should still be activated and you can thus send the emails in the status FAILED again.

Back to top

Why is no payment confirmation email sent?

If a payment confirmation email is not sent to a customer, this can have different causes.

Email type is not activated

The most obvious cause is that the corresponding email type is not activated in the pixi Control Center. In this case, activate the email type so that emails are created and sent.

Database settings not configured correctly

Auto e-mails - Payment types for payment received

Check also the database setting "Auto e-mails - Payment types for payment received" (pixi Control Center > Database Settings > Auto Emails V2). In this setting, all payment method codes for which a payment confirmation is to be sent must be entered comma-separated.

If you use the payment methods cash in advance (C) and PayPal (P), for example, and for both payment methods the payment confirmation email should be sent, then the database setting should have this content: "C, P"

Auto e-mails - match required for payment received

If payment confirmation emails are sent, but apparently not for all customers of a payment method for which the sending of emails has been activated, you should set the database setting "Auto e-mails - match required for payment received" (pixi Control Center > Database Settings > Auto Emails V2). This setting determines whether or not to send a payment confirmation email for customer orders that have been manually released in pixi Customer Service. If the setting is activated, the payment confirmation email will only be sent if the customer order has been released via the application pixi Payments by payment allocation.

So if all customers are to receive a payment confirmation email - regardless of whether the customer order was manually released in pixi Customer Service or by payment allocation in pixi Payments - disable this setting.

Back to top

How can I test new SMTP data in pixi?

The connection check provided in pixi does not always show a correct result or by the message that the connection to the SMTP server is successful it isn't guaranteed that emails can actually be sent via the SMTP server. More information on this topic can be found here: SMTP Settings

However, it is possible to test via a workaround whether emails can actually be sent or not. The following section describes this workaround.

Preparation

Create a new email template for an email type in customer service emails:

1. Open the pixi Control Center, go to the Auto e-mails tab, click E-mail Types and Templates and then select Customer Service.

2. Select the email type Customer e-mails, select an email template at the bottom and click the New Template button.

3. Name the template, set the status to Enabled, and fill in the Subject and Body fields in the Email Body tab.

4. Switch back to the General tab and open the send options by clicking on Sending...

   1. Select the option Specify custom sending options.

   2. Fill in the SMTP mail server and Port Number fields and - if a username is required as well - activate the Server requires authorization option and fill in the Username and Password fields.

   3. Confirm the settings with OK and then Save.

   
   

Send the email via pixi Customer Service

Now send yourself a test email via pixi Customer Service:

1. Open the pixi Customer Service, look for a test customer (if not yet available, a test customer should be created) and switch to the tab Customer details.

2. Click the button and then click .

3. Now select your newly created template and click OK.

4. Enter an email address in the To: * field and a subject in the Subject field: *.

5. Click to send the email.

Now you can view and track the status of an email in pixi Customer Service in the email tab. It can take up to 30 minutes for the email to be actually sent.

Back to top

How can I send a test email?

You have adapted an email template for an automatic email in the pixi Control Center and now want to test this email.

To do this, you must first export the template, then create a new template in the "Customer Service" folder and import the export just created. Proceed as follows:

1. Open the pixi Control Center > Auto e-mails > E-mail Types and Templates > Automatic e-mails.

2. Select the email type and email template you want to edit and click or create via a completely new email template.

   1. Make the changes or add content to the new email template.

   2. Then export the template with by clicking on and save it.

3. Now switch to Customer Service emails.

4. Select the appropriate email type for your project. For example, if the confirmation email is changed, the email type "E-mails for Invoices" should be used and for payment confirmations the type "E-mails for Orders", and create a new template.

   1. Now import the newly exported template via and activate the email template if necessary.

   2. Save the changes.

Now send yourself a test email via pixi Customer Service:

Now you can view and track the status of the email in the pixi Customer Service in the email tab. It may take up to 30 minutes for the email to be sent.

1. Open the pixi Customer Service, look for a test customer (if not yet available, create a test customer) and depending on which type of email you have selected in item 4 above switch to the corresponding tab to select your template.

   1. Emails for invoices: Invoices tab

   2. Emails for orders: Orders tab

   3. Customer emails: Customer Details tab

   4. Emails for credits: Returns tab

      Note: In the tab "E-mails" you have access to all email types.

      
      

2. Click the button and then click .

3. Now select your newly created template and click OK.

4. Enter an email address in the To: * field and a subject in the Subject:* field.

5. Click to send the email.
   

Now you can view and track the status of the email in the pixi Customer Service in the "E-mails" tab. It may take up to 30 minutes for the email to be sent.

Is it possible to exclude single customers from e-mail creation?

It is possible to exclude single customers from e-mail creation.

1. Open the pixi Customer Service application.

2. Navigate to the Customer Details tab.

3. Activate the checkbox Disable automatic e-mails.

This customer won't receive automatic e-mails anymore.

The Basic Authentication in Exchange Online will be deprecated. What should I do?

As a Microsoft 365 user, you may have been notified about the deprecation of Basic Auth in your Message Center. Please consider opting out of this change to extend the use of basic authentication. This will ensure the functionality of Auto Emails. For more information, please visit the Microsoft Exchange Team help site.

Back to top