The platform sends a fixed set of emails when things happen: a buyer registers, confirms an order, or you edit or void an order. You can edit the subject and the body of each one, but there is no template editor: the design (logo, colours, business details, footer) is assembled for you.
Step by step
If you have the new store:
- Tap EDIT STORE in the panel header.
- Go to Content → Communication → Emails.
- Pick the email you want to customize from the list. The notice says: "The automated emails your store sends. Pick one to customize its subject and message; the ones you leave use the default text."
- Edit the subject and the message. You can insert variables such as the store name, the order number and the customer name.
- Save to publish it.
If you have the classic store:
- In the side menu, go to Configuration → Communication.
- In the list on the left, scroll down to the Automatic emails to customers group.
- Click the email you want to edit.
- Write the body in the rich text editor.
- Tap Save.
When you enter, the Communication screen opens with Checkout notice selected. You have to pick the email from the list to see it.
Which emails you can edit
On the classic store, the "Automatic emails to customers" group has five:
- Welcome email — to the customer when they complete registration.
- Registration pending email — to the customer when their registration is waiting for your approval.
- Order received email — to the customer when they confirm an order. This is the most read one.
- Order cancelled email — to the customer when you void their order.
- Order edited email — to the customer when you edit their order, with the updated detail.
On the new store, the editor's Emails section has the same ones plus two more:
- Login — the access-link email a customer gets when signing in with their email.
- Registration approval — the notice that reaches you, not the customer, when someone registers and awaits your approval.
How to stop an email reaching a customer
There are exactly two controls. There is no master switch to turn automated emails off.
When editing an order. When you tap Save on an edited order, the confirmation "Confirm MODIFY order?" appears with a checkbox below it: Send notification email to customer. It comes ticked. Untick it and the customer receives nothing for that edit. It is a per-edit decision: next time it comes back ticked.
On each tracking status. Under Configuration → Tracking, every status you create has a Notify Customer toggle. With the toggle off, moving an order to that status sends nothing. With it on, the Subject and Email content fields for that status appear, and when you apply it to an order you can adjust the text before sending.
If your customers are not receiving order updates, that toggle is the first thing to check.
Voiding an order has no checkbox: the cancellation notice is always sent.
The back-in-stock notice
It is automatic and it is not configurable. There is no screen, no toggle, no event to set up.
Here is how it works: a buyer opens an out-of-stock product and taps the notify button ("Out of stock - Notify me re-entry" on the classic store, "Notify me when back" on the new store). That gets recorded. A process that runs every hour reviews the subscriptions and, as soon as that product or option is back in stock, sends the email with the subject "Good news! The products you were waiting for are already here". After sending, the subscription is deleted: it is a one-shot notice.
You can see who is waiting in two places:
- Under Metrics, the Interested customers waiting for out-of-stock products chart.
- On each product page, the Interested tab, with the name, email, phone and the option they are waiting for.
It is not immediate when you load stock: you have to wait for the next hourly run.
Where you receive the store notices
The emails that come to you (new order, registration approval request, edited order, voided order, contact form) go to the addresses you enter under Configuration → General:
- Operational Emails — "Where you will receive confirmations and system alerts". This is the main inbox.
- Contact Emails — the address visible on the store. It receives the new order notice and the approval request when Operational Emails is empty.
- Tracking Emails — receives a copy of the order tracking emails.
If you are not receiving anything, check that those lists actually contain your address (and remember to press Enter after typing each one) and look in the spam folder.
If you want to stop receiving the sales notices, empty Operational Emails. Bear in mind that this also stops the edited orders, the voided ones, the contact form messages and the automated reports. The new order notice will keep arriving at Contact Emails.
Which address they are sent from
You do not choose it: it is derived. If your store has its own domain loaded and verified, emails go out from notificaciones@yourdomain. If not, from notificaciones@ventasxmayor.com. There is no field to change it.
Other system emails
With no editable text in the classic store panel: access link, order tracking (edited under Configuration → Tracking), Mercado Pago payment requests and refunds, back-in-stock notice. The Others group on the Communication screen also holds the WhatsApp message to recover abandoned carts and the Order completed screen.
Marketing emails with a custom subject and body (repurchase, restock, cart recovery with a coupon) are built under Marketing → Auto-seller ®, not in Communication.
If you cannot find it
- You do not see "Communication" in the menu and cannot find the Welcome email: you have the new store. They are in EDIT STORE → Content → Communication → Emails.
- You are looking for "Order received confirmation email": it is called Order received email.
- A customer does not receive the email to sign in to the store: the access link expires in 1 hour. Ask them to request it again from the sign-in screen and to check spam. Resending an order's emails is not available from your panel; if you need it, write to support.
- You do not see "Tracking" in the menu: your user does not have the General settings permission.
Tips
- In Welcome and Order received, spell out how wholesale works with you: assembly times, payment terms, stock policy and shipping. Those are the two with the highest open rates.
- If you turn registration approval on, review the Registration pending email: it is the first thing a new buyer reads.
- Before creating a new tracking status, decide whether you want it to notify. That is easier than regretting it once orders have shipped.