Support & Notifications
Configure your email settings and customer service tools
To ensure your customers receive timely notifications from your store, it's important to set up inbound and outbound email settings.
Preparing to Go Live?
Confirm your Default From Address uses a verified Email Sending Domain, and enable and preview the customer notifications you need before accepting live orders. New stores start with customer notifications disabled, so customers receive almost no order email until you turn them on. If Shopify will send most customer emails through Shop Sync, keep the matching NEXT notifications off, but enable refund and subscription notices unless your team has a different customer-communication plan.
Notifications
From the Settings > Notifications menu you can view a list of all the transactional and event-based notifications available to your store. These notifications are triggered by events in the customer’s lifecycle.
Notification emails use your store's Branding Settings in the header and design.
New stores start with customer notifications set to Disabled, apart from Email Changed and the Admin Order Notification. Choose Enable on each notification you want your customers to receive. Stores created before September 17, 2026 keep their existing settings. Customer notifications were Active by default before then, so go through the whole list and Disable anything you don't want sent.
The current notification templates use a refreshed transactional email design, so preview the live examples before changing brand styling or support copy.
Most stores should enable at least:
- Order Confirmation and the shipping notifications (Order Shipped, plus the delivery notifications if you use Delivery Tracking), unless Shopify sends these emails through Shop Sync
- Refund Notification
- Subscription Canceled Notification, Subscription Renewal Notification and Subscription Update Payment Notification, if you sell subscriptions
The Upcoming Renewal reminders in Subscription Settings only send while the Subscription Renewal Notification is enabled.
Merchants using Shop Sync to send NEXT orders to Shopify for fulfillment and customer communication should keep the NEXT notifications that Shopify already sends turned off, or Disable them on older stores where they are still Active, so customers don't get the same email twice. Refunds and subscriptions are handled in NEXT, so keep the Refund and subscription notifications enabled.
A few emails send regardless of their setting: the Order Invoiced notification, plus the emails for gift card delivery and payment collected. Resending an email from an order or subscription in the dashboard also sends it, even when that notification is disabled.
Notifications Settings
Configure and customize your store’s email settings:
- Set a Default From Address from which all transactional emails from your store will be sent to your customers.
- Optionally set an Admin Order Notification Email if you want to receive notifications by email of every new order placed.
Order Confirmation Notification Delay
Configure a delay (in minutes) of the sending of the Order Confirmation Notification to the customer. This allows time for post-sale upsells to be added on to the original order, so they may be reflected in a single unified Order Confirmation email. The delay is limited to 10 minutes.
Support Settings
From the Settings > Support area, input the following support ticket and email settings such as the Support Ticket Email Prefix, as well as setting the Support Email Domain for your store.
To receive email in your Support Ticket center from your designated Support Email address, you must set up MX records on your domain name.
Inbound Email Settings
MX records allow inbound customer support email sent to your domain to sync to Support Tickets and map automatically to the customer’s account. MX records must be added to your DNS settings via your domain name provider.
Ticket Types
Set up a custom list of Ticket Types to categorize support inquiries, and define a Display Order to control how they appear in the drop down menus.
Note that Ticket Types also appear publicly in storefront Customer Accounts Support area. Customers are able to select a ticket type when submitting a support request.
For more on NEXT's integrated Support capabilities, including setting up Macros for automation of your support ticket handling, click here: