Shopify sends the messages about the request itself. Tacey sends one message to your customer, after you approve in Tacey (or after Tacey approves for you, if you switched on Approve requests automatically). Tacey emails you in two ways: one email when a customer asks, and one reminder a day while requests keep waiting. Both are on until you turn them off.

Tacey sends nothing when a request arrives, nothing when a request is declined (in Tacey or in Shopify) and nothing when you close one, because Shopify has already told the customer or no message is meant.

On a test store it comes from your store's name with the address hello@taceysupport.app:

> Your cancellation request was approved > AI Test Store approved your request and removed the item from order #1759. > Removed from your order: 1 x Everyday Hoodie (S / Black) > A refund of $38.00 was added to your store credit. > You do not need to do anything. > View your order

The refund line follows where the money went:

Unless you have switched it off, Tacey emails you with the order number, the items the customer asked to cancel and two buttons. The subject reads "A customer asked to cancel an item on order #1759". The email says: "A customer asked to cancel 1 item on order #1759. Shopify has already told them the request was received. Open the order in Tacey to remove the item and refund them, or answer the request in Shopify." It lists Order and Items they asked to cancel, and its buttons are Open the request and View #1759 in Shopify.

The email goes to your Store notification email and to any extra addresses you added in the notification settings (see Where do Tacey's emails come from, and how do I change the reply-to address?). It carries the order number and how many items were asked for, never the customer's name, email address or reason. You get one email per request, even if Shopify tells Tacey about the same request twice.

To turn it off, open Settings, then Notifications, and switch off A customer asked to cancel an item. Its help line there reads "A customer asked to cancel an item that has not shipped. It is on until you switch it off. Shopify already emails the customer; this email is for you." Turning it off stops the email only. The bell, the Cancel requests tab and the row on Home still tell you about every request.

If you never opened the notification settings, this email is on for your store. It used to be off for a store that had never opened them. A store that had already switched it off keeps it off.

If no email address is set, there is nowhere to send it and no email goes out; the bell still rings.

Not seen on a live store: the email arriving for a store that never opened the notification settings (the new default). The email itself, its subject and its buttons were read in a real inbox when the switch was turned on by hand, and a store that switched it off was shown to send nothing in tests. The live check of the new default is UNPROVEN until RONIN's live drive of this change is filed.

While at least one request has waited as long as your reminder day (day 10 unless you change it, see What does Tacey cover when an EU customer asks to cancel, and what does it not?), Tacey sends one email a day for the whole store, never one per request. The subject reads "A customer is still waiting for an answer on {your store}" (or "3 customers are still waiting for an answer on {your store}"). The body says "A customer asked to cancel an item and is still waiting for you to answer. Shopify has already told them the request was received." and "Your reminder is set for day 10, and you get one reminder a day." It shows how many are Waiting for an answer, how many have been Waiting a while, and the Longest wait, with the button Review the requests and the line "Open the requests to remove the item and refund the customer, or answer in Shopify." A store that delivers to the EU also gets "Shopify's guidance mentions 14 days, so answer the oldest requests first." and a count under Waiting more than 14 days. The bell rings first and the email follows it; if the email cannot be sent the bell still rings. The reminder carries counts and days only, never a customer's name, email address, phone or street address, and it stops the day nothing is waiting.

Not seen on a live store: the daily reminder email for a store that does not deliver to the EU, and the reminder in a language other than English. Both are covered by tests only.

Will my customer get another email from Shopify after I approve in Tacey? In testing, the customer received Shopify's "Cancellation requested" message when asking and one Tacey message after the approval, and no further Shopify message. Shopify controls its own messages, so check your Shopify notification settings if you expect more.

My customer got nothing after I declined. Decline in Shopify and Shopify sends the declined message. Tacey does not send a decline email.

I did not get an email when a customer asked. That email is on unless someone switched it off, so check these in order:

Whatever the answer, the bell still rings, the request appears on the Cancel requests tab and on Home, and the once-a-day reminder email arrives once a request has waited as long as your reminder day.

I get an email about every new request and I do not want them. Switch off A customer asked to cancel an item in Settings, then Notifications. The daily reminder has its own switch.