Tacey sends two kinds of email, and they look different on purpose.
Emails to you, the merchant. They come from Elin at Tacey. They tell you something happened on your store.
Emails to your customers. They come from your store's name, never from Tacey, so a customer sees a message from the shop they bought from.
Your normal Shopify order confirmation and shipping emails are not Tacey's. They still come from Shopify, exactly as before you installed Tacey. The routing settings for Tacey's emails are explained in Where do Tacey's emails come from, and how do I change the reply-to address?.
Which address each email comes from
Email goes to | Shown as the sender | Address | Replies go to |
You (merchant) | Elin at Tacey | hello@taceysupport.app, Tacey's own support inbox | |
Your customer | Your store's name, for example "AI Test Store" | Your Customer support email setting, or your store's contact email if you have not set one |
Three things to know:
The address behind your store's name is Tacey's. A customer's mail app shows "Your Store" and the sending address hello@taceysupport.app. That is how Tacey delivers it reliably, and it is why replies are pointed somewhere else (last column).
You choose where a customer's reply goes. Set it under Settings, Global settings, Email, Customer support email. If your store has no contact email and you set nothing, the email goes out with no reply address at all rather than a wrong one.
Mateo at Tacey (mateo@taceysupport.app) is set up as a second Tacey sender but sends nothing yet. You will not receive an email from him today.
One exception to "replies go to Tacey": when a customer uses the Ask for help tool on the order page, the email Elin sends you carries your customer's own address as the reply address, so replying answers the customer directly.
The emails you get from Elin
Subject (example) | When it is sent | |
A customer changed their contact details | Contact details changed on order #1380 | A customer changes the email or phone on an order. It names the order and says what changed (email address) and never includes the old or new value. |
A customer's message | New message about order #1379 | A customer sends a message with the Ask for help tool. It says "Reply to this email to respond directly to the customer." |
A merge completed (button View the merge record) | #1042 was combined with #1041 | Two orders were combined and the Email me when a merge completes switch is on (see How do I set up Order Merge). |
Every one of them:
greets you by name. If it goes to your own store owner address it says "Hi" and your first name. If you pointed notifications at another address (a team inbox, for example) it says "Hi" and your store's name followed by "team", because Tacey cannot know who reads that inbox. A line "New update on your store" follows.
has one main button that opens the right screen inside Tacey in your Shopify admin (Open order in Tacey), and a smaller link to the order in Shopify admin.
ends with Elin's sign-off: her name, Head of Product and Quality, and Tacey.
ends with a plain footer: "You are receiving this email because of the email settings for" your store.
The emails your customers get from your store
Subject (example) | Button | What it contains | |
Your email address on an order was changed | Your email on order #1380 was changed | Contact followed by your store's name | Sent to the old address. It greets with "Hello," only, because the person at the old address may not be the customer. It shows the order name and the email before and after, both partly hidden. It does not show items or an address. |
A balance is due | A balance is due on your order #1355 | Pay now | The amount owed, the order block, and Shopify's own payment link. |
Invoice | Your invoice for order #1379 | View invoice | "Your invoice is ready", the order block and a link to view, print or save it. |
Copy of their own message | Your message to AI Test Store about order #1379 | View order #1379 | Their message, the order block, and "AI Test Store will reply to this email thread directly." (with your store's name). Only sent if you turned on Copy the customer on their own message on the Ask for help tool. |
Their orders were combined | Your orders #1002 and #1001 were combined | View order and the kept order's number | Which order is now part of which, the order block, and that no extra charge was made. |
A shipping refund after a merge | A shipping refund for order #1002 | View order and the order number | The duplicate shipping amount being refunded to the original payment method. See Does merging orders refund the extra shipping or email the customer?. |
A balance reminder | Your added item will be taken off order #1352 unless it is paid | Pay now | Names the items and the deadline. |
Customer emails greet the customer by their first name from the order ("Hi Louis,"). If the order has no first name Tacey writes "Hello," instead. It never uses the name on the shipping address, because that can be a gift recipient, and it never guesses a name from an email address.
What the order block shows
Most emails about an order show the same block, so a customer never has to open another page to check:
The order number and each item with its quantity and price, for example "1 x Canvas Tote: CA$90.00".
Total, as Shopify holds it, in the currency the customer paid in (CA$143.51 or 895.89 euros, not converted).
The shipping address, written as an envelope would be: name, street, city and region, country.
Details:
A very long order shows the first items and then "+N more items".
A line that an earlier edit reduced to zero is not listed.
The block never contains a phone number or an email address.
The shipping address is in the customer's own emails and in your merge email. It is not in the "contact details changed" notice to you.
Tacey does not save names, items or addresses from these emails in its own email record.
If you set a custom sender name
Settings, Global settings, Email, Sender name is the name your customers see on their emails. Leave it blank and your Shopify store name is used. Tacey only uses a name you type if it is recognisably your store, meaning it shares a word with your Shopify store name ("Ecly Cosmetics" can become "Ecly Support"). A name that looks like a bank, a carrier or another well-known brand is refused. When Tacey cannot use your name, a warning banner appears on Global settings, and your customers do not see the name you typed. Clear the field or include your store's name in it and the next email shows your store name again.
What this does NOT do
It does not change your Shopify emails. Order confirmations and shipping notices come from Shopify.
It does not send customer emails from Elin or Mateo. Customers only ever see your store's name.
It does not let you pick the sending address. Replies are yours to route; the sending address is Tacey's.
It does not send a test email. To see one, trigger the real thing, for example change contact details on a test order.
It does not change emails already sent. A new sender name or reply address applies from the next email.
Frequently asked
An email came from "Elin at Tacey". Is it spam? No. Elin is the name Tacey uses for emails to you about your store. The address is elin@taceysupport.app.
My customer says the email did not come from my shop's address. It comes from your store's name with hello@taceysupport.app as the sending address. Their reply goes to your Customer support email.
Where does a customer's reply to a customer email land? In your Customer support email, or your store's contact email if you have not set one.
Where does my reply to Elin land? In Tacey's support inbox (hello@taceysupport.app).
Not yet driven
Where a reply lands was read from the code. The saved Postmark read-backs list the sender but not the reply address, so it was not seen on a real email. Check one by replying to a test email.
A real email in a mail app with images blocked, dark mode, a customer with no first name, and an order with a very long list of items were covered by unit tests, not by a received email.
The two merge customer emails (orders combined, shipping refund) are described from the code and the layout tests, not from a read-back saved with this article. The Combine duplicate orders email has never been sent live, because Shopify refuses to combine two separate orders.