Notifications and communications

RouteOne can keep your customers updated about their parcel, and alert your team when something needs attention. You decide which messages go out, on which channel, for each event. Open Settings › Communication Settings.

Two sets of messages

• B2C — Buyer: notifications sent to your customers. On the Settings page this appears as Buyer Communication and Return Communication.
• Seller: internal alerts sent to your team (Seller Communication).

Events and channels

Each set is a grid. Rows are events, and columns are channels. Tick a box to switch that message on.

Use Select all or Clear all on a column to change a whole channel at once. Click Save Changes to apply.

What is on by default

• For buyers, Email is on for Order Confirmed, Shipped, Delivered, RTO and Return. WhatsApp and SMS are off until you turn them on.
• For your team, Email is on for Order Confirmed, NDR, RTO and Return.

WhatsApp and SMS to buyers are paid

When you switch on WhatsApp or SMS for buyers, a window asks you to approve the price first. In short:

• You are charged per message sent, for every shipment, including NDR and RTO shipments.
• The cost comes out of your RouteOne wallet. If the wallet cannot cover a charge, messages pause.
• Email and alerts to your own team stay free.
• If the price changes later, you will be asked to approve it again. Until you do, buyer messages on that channel are paused and not charged. Turn the toggle off and on again to approve.

Email appearance

Below the grids, the Email appearance card controls how your customer emails look.

• Header image: PNG, JPG, WEBP or GIF, up to 200KB. If you do not add one, your logo is used.
• Header / button colour: a hex colour such as #0d9488.
• Intro text and Footer text for your emails.
• Subject prefix (optional, per email).
• A Live preview shows the result. Click Save appearance, or Reset to default to clear your changes.

Your tracking page has its own look. See Tracking page branding. To act on failed deliveries, see Handle NDR.