Tira here, from Shopify Support.
I'm happy to help you here with your question on your private email going out to customers. Just to confirm I am understanding your request correctly, are you looking to change the customer email address (the email address that shows when customers receive an email from your store, such as an order confirmation) or are you looking to change the template of a notification sent out to your customers?
If you could let me know what you're looking to do specifically, I can provide you with guidance and resources!
I look forward to hearing from you.
Thank you, @CFRG, for getting back to me with more information on what you're looking to do.
I can understand how this would be confusing and how this can impact your business. I want to clarify that you can control which email that customers see when they receive your emails and look at your policies. I'm happy to walk you through on how you can change your customer email address on the account, as well as what's listed on your refund policy to help!
To change the email address that your customers see when they receive your emails, you can follow these steps:
- Login to your Shopify Admin
- Click on "Settings"
- Click on "General"
- Under Store Details, you can change the Customer Email Address
Check out our help doc to learn more about customer emails and how they show up on your store: Change Your Customer Email Address.
Once you've made this change, you'll want to update your Refund Policy (and any other policies where you've used a default template). To do this you can follow these steps:
- Login to your Shopify Admin
- Click on "Settings" then click on "Legal"
- Underneath each policy, click on "Replace with template"
- Your policy will automatically update with the new customer email address that you have placed in the earlier steps listed above.
To learn more about adding policies to your store, you can review our help doc: Adding store policies.
Let me know if that helps!
Hi Tira - I have a question about replacing the policy templates: I have edited the text for my store policies but now I need to replace the customer email with a new one. If I update the customer email address in "General" and then update my policies to "Replace with template", I will lose my edited policy text, is that correct? Thanks for your reply.
That’s correct, if you’ve already customized your policies and want to update your email address or any other information in your policy, you will need to do that directly in the rich text editor. If the “Replace with template” button is clicked, then this will replace all of the text in the rich text editor with the template, so you would lose any changes that you’ve made before clicking the button.
Let me know if that answers your question.
I'm glad that I could help!
We're available to help 24/7 through our Shopify Community, live chat, email and callbacks when available. We also have help docs and other helpful resources in our Help Center to assist.