The 3-Step Post-Order Email Chain
The automatic customer emails that fire 0, 3, and 7 days after an order is marked completed — what they do, how to customise, and how to turn off.
What It Does
Following up after a delivery is the highest-leverage retention action — but you don't have time to do it manually for every order. BakeOnyx automates three touches that branch intelligently on the customer's response.
The Three Steps
Day 0 — Thank-You Email
Fires the moment you mark the order completed. A short note thanking the customer with a summary of what they ordered and the total.
Why it matters: a personal thank-you within a day of pickup is rare in retail and memorable in small-business contexts.
Day 3 — Review Request
Three days after completion, a one-click 1–5 star rating email. The customer clicks a star, lands on a public review page, and optionally adds a written comment.
Reviews are stored against the order so you can see ratings and comments in your analytics.
Day 7 — Follow-up (branches on rating)
Four days after the review request, we look at what the customer did and choose one of four paths:
- 5-star AND you've set a Google Place ID → an email inviting them to leave a Google review. Your reputation compounds.
- 3 stars or below → an email to you (not the customer) with their name, rating, and any comment. Reach out personally and try to save the relationship.
- 4 stars → no email. We don't nag.
- No rating submitted → no email. We don't nag.
Per-Step Controls
Each of the four potential emails (thank-you, review request, 5-star Google invite, low-rating alert) has its own switch. Turn any one off without losing the others. Each has a Preview button that sends you a rendered sample first.
Customising the Content
Go to Settings → Email Templates and look for templates of these types:
post_order_thank_youpost_order_review_requestpost_order_five_star_invite
If you add a custom template, BakeOnyx uses it instead of the default. Available merge fields: {{customerName}}, {{bakeryName}}, {{orderNumber}}, {{total}}, {{currencySymbol}}, {{itemsList}}, {{reviewUrl}}, {{stars}}, {{googleReviewUrl}}, {{unsubscribeUrl}}.
Customer Opt-Out
Every email includes a signed Unsubscribe link. Clicking it flips the customer's growth email preference off — they'll still receive order confirmations and invoices. You can also set this manually on the customer's detail page.
Per-Order Skip
On any order's detail page there's a "Skip post-order emails" switch. Flipping it on cancels the chain for just that one order — useful for gift orders, staff orders, or orders where you've already followed up in person.
Google Place ID
For the 5-star follow-up to fire, you need your Google Place ID. Find it at Google's Place ID finder and paste into the Growth Emails settings page. Without it, the 5-star follow-up is skipped.
Resolution Order When a Step Fires
- Master "Post-order emails" toggle off → whole chain silent
- Order has "Skip post-order emails" on → entire chain cancelled for this order
- Customer has opted out (growth email or all-email opt-out) → cancelled for this customer
- Per-step toggle off → this specific step silently no-ops; chain continues to the next step
- Custom email template exists → use it; otherwise built-in default
What's Deferred
A Day 14 AI product recommendation email is planned (Growth+ tier) but needs the AI recommendation engine (Spec 041) to be ready. We've left space for it in the chain but it's not currently firing.