Store emails to customers explained
An overview of all the automated emails WooCommerce sends to customers and what triggers each one.
WooCommerce automatically sends emails to your customers throughout the order process. These emails keep customers informed and reduce support queries. This guide explains what emails exist, when they're sent, and how to manage them.
Quick summary
WooCommerce sends automated emails at key moments — new order, payment confirmation, shipping updates, and more. You can see and manage all email settings under WooCommerce → Settings → Emails. Each email can be enabled or disabled, and you can edit the subject line and content.
Customer-facing emails
These are the emails your customers receive:
| When it's sent | Can be disabled? | |
|---|---|---|
| New order | Immediately when an order is placed (goes to you, not the customer — see below) | N/A (goes to admin) |
| Cancelled order | When an order is cancelled | Yes |
| Failed order | When a payment fails | Yes |
| Order on hold | When order status becomes "On hold" | Yes |
| Processing order | After payment is confirmed | Yes |
| Completed order | When you mark an order as "Completed" | Yes |
| Refunded order | When a refund is issued | Yes |
| Customer note | When you add a "Note to customer" on an order | Automatic when note is added |
| Password reset | When a customer requests a password reset | No |
| New account | When a customer creates an account | Yes |
Admin emails (you receive these)
These emails go to your store's admin email address:
| When it's sent | |
|---|---|
| New order | Every time a new order is placed |
| Cancelled order | When an order is cancelled |
| Failed order | When a payment fails |
Where admin emails go
Admin emails go to the email address set in WooCommerce → Settings → General → Store email address. Make sure this is checked — it should be an address you monitor.
The most important customer emails
Processing order email
This is the main confirmation email customers receive after paying. It says something like "Thanks for your order!" and includes:
- Order number and date
- List of items ordered
- Billing and shipping addresses
- Payment method
- Order total
This email is a receipt. Customers may need it for their records.
Completed order email
Sent when you change the order status to "Completed." It signals to the customer that their order has shipped (or is ready). You can add a tracking number in the order notes before marking complete, and that note will appear in the email.
Customer note email
Any time you add a "Note to customer" on an order page, WooCommerce immediately sends an email to the customer with that note. Use this for shipping updates, tracking numbers, or important information.
Viewing email settings
Go to WooCommerce → Settings → Emails.
You'll see a list of all email types. Each has a checkbox to enable or disable it.
Click on an email's name to see its settings — subject line, heading, and content.
Common questions
Related guides
- Customizing your store emails
- How to process & fulfill an order
- Order statuses explained
- Understanding the checkout experience
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