After the order

What it does and when to use it

After an order, a short thank-you tells the buyer their order is in good hands. Later emails (a review request, products that go with what they bought, a “we miss you” after months of silence) bring them back. Azimea sends all of these from flows that start on the order.

The difference that matters is what the email is for. A thank-you about their own order, with no offer in it, is a service message and reaches every buyer. Anything that sells is marketing and reaches only people who agreed to it.

How it works

The order arrives from your shop and Azimea records order.placed. It counts when it is placed, paid or not: an order waiting for a bank transfer starts it too.
The ready-made “Thank you after an order” flow (trigger Store events › Order placed) waits 60 minutes and sends the thank-you. It is created as a service message: its email is written with no offer in it, so it reaches every buyer, including people who never subscribed.
Marketing after the order lives in flows of its own, marked Marketing: the Post-purchase follow-up template (a thank-you, then a review request a week later) and Win back inactive customers (on a schedule, to the customers you choose). These reach only subscribers, and existing customers where your checkout tells buyers you may write to them.

Service or marketing

Every flow and every campaign has a purpose, set in its editor under What it is for:

Purpose	What it may contain	Who receives it	Footer
Marketing (the default)	Offers, news, products, discounts.	People who agreed: subscribers, and existing customers where your checkout shows a notice.	Unsubscribe and preferences links.
Service message	Only information about their own order, account or the service. No offer, no discount, no product to buy.	Everyone with a working address who never marked you as spam, even people who unsubscribed from marketing.	A link to manage email preferences.

Choosing Service message asks you to confirm that the email only informs; the confirmation is kept in the audit log. If you later add an offer to a service email, change its purpose back to Marketing: a service email that sells breaks the rules your buyers’ consent relies on.

What each status means and what to do

Orders reach Azimea with the same statuses whatever your platform:

Status or reason	What it means	What you do
`Pending`	Placed, but not paid yet: waiting for a bank transfer, cash on delivery, or a payment still being confirmed.	Nothing: flows that start on an order start when it is placed; the buyer becomes a paying customer when it is Paid.
`Paid`	The payment came in. The buyer becomes a paying customer in Azimea.	Nothing.
`Completed`	Shipped or delivered: the shop has finished the order.	Nothing.
`Cancelled`	Cancelled by the shop or the buyer, or the shipment was returned.	Nothing: it no longer counts in revenue.
`Refunded`	The money was given back.	Nothing: it no longer counts in revenue.
`Failed`	The payment failed.	Nothing on Azimea's side; the shop decides whether to ask the buyer again.
`Draft`	An order still being made at checkout, before the buyer confirmed it.	Nothing: it is not counted as an order until it is placed.

A marketing email after the order can be stopped by the sending gate; the most common reasons here:

Status or reason	What it means	What you do
`sending.gate_no_basis`	The person has not subscribed and is not an existing customer, so marketing may not reach them.	Expected for people who only typed their address at checkout. To reach them, ask for consent; or make a message about their own order a service email.
`sending.gate_not_declared`	You have not yet declared how your shop collects consent, so no marketing goes out, even to subscribers.	Settings › Consent: choose your method and declare it.
`sending.gate_soft_opt_in_off`	The person is an existing customer, but your shop uses a consent checkbox, not a notice at checkout, so buying alone does not allow marketing.	Expected with a checkbox: only those who ticked it receive marketing. Switch to notice at checkout only if your checkout really shows that notice.

A service message is stopped only for sending.gate_bounced or sending.gate_complained.

Events involved

Event	What it means	When it happens	Who sends it
`order.placed`	Azimea recorded a new order on the contact's timeline.	When the order arrives, from any source.	Azimea
`order.paid`	An order was paid.	When an order reaches the Paid status.	Azimea
`order.cancelled`	An order was cancelled.	When an order reaches the Cancelled status.	Azimea
`order.refunded`	An order was refunded.	When an order reaches the Refunded status.	Azimea

Flows start on order.placed. The other three are recorded on the contact’s timeline.

Set it up in the dashboard

Flows › Thank you after an order: check the email and press Publish. It was created as a draft, marked as a service message, when you set up your first emails.
For a review request or recommendations, create a separate flow from Flows › New workflow › Post-purchase follow-up, keep its purpose Marketing, and publish it.
To bring back quiet customers, use Win back inactive customers: choose who it reaches in its Audience & filters step.

Do it from your code

Shops on other platforms send orders as events; products send their own (subscription.started, for example) to POST /events. See What you can build today.

Troubleshooting

Symptom	Likely cause	Fix
Buyers get no thank-you	The flow is not published.	Publish Thank you after an order.
The thank-you is “not sent” for some buyers (`gate_no_basis`)	The flow is marked Marketing (flows created before the service default were).	If its email only informs, set What it is for to Service message.
A review request is “not sent” (`gate_soft_opt_in_off`)	Your shop uses a consent checkbox, so buying alone does not allow marketing.	Expected: only buyers who ticked the box receive it.
A buyer who unsubscribed still got the thank-you	It is a service message.	Expected; keep offers out of it.