Manage customer emails

Use SCM to view emails associated with a purchase or subscription, generate invoice or delivery emails, and control whether generated emails are sent, held, or queued. Use Commerce Assistant (CA) to configure contacts who receive copies of customer emails.

Find and view a customer email

First, locate the relevant purchase or subscription. For information about finding and reviewing transaction records, see Investigate transactions.

To view an email in SCM, do the following:

1. Go to Customers > Search, and search for the purchase or subscription.
2. Open the relevant purchase or subscription. The Purchase Details page displays the associated transaction records.
3. Expand the Emails tab to view the list of sent emails.

Generate an invoice or delivery email

To generate a new email in SCM, do the following:

1. Open the purchase overview page.
2. Click the Delivery Info tab.
3. Click Generate New Email.
4. Select one of the following options:

Option	Description
Invoice (Receipt)	Generates an email that contains the delivery information and receipt for a paid purchase. For online payment options, Cleverbridge normally sends this email immediately after the purchase. For offline payment options, Cleverbridge sends it after receiving payment.
Delivery	Generates an email that contains the delivery information for the purchase.

The generated email is added to the top of the Emails table.

Send, hold, or queue a generated email

To change the sending status of a generated email, do the following:

1. In the Emails table, click the ... button next to the generated email.

   

2. Select one of the following options:

Option	Description
Send	Sends the generated email immediately.
Hold	Prevents the email from being sent. The email remains on hold until you select Queue or Send.
Queue	Places the email in a queue. Cleverbridge sends queued emails automatically within 15 minutes. By default, Generate New Email creates a queued email.

Receive copies of customer emails in Commerce Assistant

To configure a contact who receives copies of all customer emails, do the following:

1. In the Commerce Assistant main menu, select Setup > Account Setup.
2. Select the Contacts section.
3. On the left side of the screen, click Add.
4. Select one of the following contact types:
   • Customer email BCC contact: Sends a Bcc copy of customer emails to the contact.
   • Customer email CC contact: Sends a Cc copy of customer emails to the contact.
5. On the right side of the screen, enter the contact information in the General, Address, and Email and Phone Numbers sections.
6. Click Save.

Whether customers can see the copy recipient depends on whether you configure the contact as Cc or Bcc.

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