Overview
When Address Guard indicates an inaccurate address, the address popup or checkout extension banner is displayed to the customer. If the customer does not update the address, we don’t give up!
Address Guard will automatically send the customer an email asking them to update their address. Within the Email Notifications settings screen, you can configure this email's content such as the subject line, body text, button colors and your brand logo. We also have the option of sending the email from your own custom domain name. If you'd like to set this up, we recommend to review our support guide.
Get Started
To begin customizing your email notification, go to: Display > Email Notifications
As you continue to scroll down the settings page, there are various options to allow you to fully customize the experience for your customers.
Design
This 1st section allows you to customize the look & feel of the email template sent to your customers. We recommend to add your logo and brand colors for the buttons to help the email more of a natural extension to your store. This has been shown to increase response rates from customers, since they feel comfortable interacting with your brand vs a generic email from Address Guard.
Email Provider
The 2nd section controls where the email notification is sent from. By default all emails are sent from Address Guard directly, however if you currently use Klaviyo and have our integration enabled - then all emails will send from Klaviyo directly.
To set this up, please see our support guide.
Email Settings
The 3rd section allows you to update the email sender name (i.e.: your brand name), reply to email, and also insert your brand logo. This section includes the following:
Set the From Name (ex: Your brand name)
Set the Reply to Email
Set the Unsubscribe link text
Add your brand logo
Disable Email Notifications
Setup Email Reminders
Reply to Email
This field controls where customer replies are sent when they respond directly to the email notification. By default, replies may go to an Address Guard email address. If you want customer replies to go to your support team instead, enter your support email address in this field (for example: [email protected]).
Temporary disable Email Notifications
If you do not want Address Guard to send any email notifications to your customers, you can disable this feature entirely. This toggle (enabled by default) will prevent email notifications from sending when an address issue is detected.
Email Reminders
There is also a setting to send Email Reminders to the customer as well, in the circumstance where they receive the initial email and do not react to the issue. At this stage, we have the ability to send 2 more emails to the customer asking them to update their shipping address. This feature is disabled by default, but we recommend to enable depending on your shipping time policies.
Custom Sender Domain
The 4th section allows your brand to customize the email from which the email notification is sent from. By default, all emails are sent from an Address Guard related email. To customize this option, enter in your company email > click Setup and follow the DNS instructions.
For additional support on this feature, please see our dedicated support guide.
Advanced
This section includes optional settings to control how Address Guard handles interactions with your customers including:
Prevent email notifications to customers based on their selected shipping method - If a customer places an order with a certain shipping method (ex: Retail), we can prevent email notifications from being sent to them. Often times this feature is used if you allow in-store pickup.
Prevent future email notifications to customers if they confirm their address is correct - This option will unsubscribe the customer's email from the system if they confirm their shipping address is indeed correct. Sometimes the shipping carrier may indicate an issue with the address, but they are still able to deliver to the address. In this case, the customer can confirm their address is in fact deliverable, and we won't email them again for the address in the future.
Prevent email notifications based on the order tag - If a particular order tag exists, such as "tiktok" then we will disable email notifications from sending to any customers who's order has this tag. This is helpful for marketplaces where the email address is hidden / unreachable.
Troubleshooting
Customers are not receiving email notifications
Verify that email notifications are enabled in Display > Email Notifications
Ask the customer to check their spam or junk folder
If you are using a Custom Sender Domain, verify that your DNS records are correctly configured and showing as verified in your settings
Customers are receiving emails from an old or unexpected sender address
If you previously configured a Custom Sender Domain and have since changed it, the old DNS records may still be active. Verify your current Custom Sender Domain settings and ensure your DNS records match
If you are using the Klaviyo integration, emails will be sent from Klaviyo rather than Address Guard. Check your Klaviyo settings if the sender address is unexpected
Email notifications re-enabled after being turned off
Ensure you are clicking Save at the top of the screen after disabling email notifications
If the "From Name" field is empty, you may see an error when saving. Enter your company name in the From Name field, then disable and save again
Customer replies are going to the wrong email address
Check the Reply to Email field in Display > Email Notifications > Email Settings
Enter your preferred support email address in this field so that customer replies are routed to your team
Customers are still receiving emails for orders that were manually updated
Address Guard email reminders are triggered based on whether the customer updated their address via the Address Guard form. If your team manually updates the address in Shopify, Address Guard may not detect this change.
To prevent this, consider disabling email reminders if you frequently update addresses manually, or use the Address Guard Order History page to update addresses so the system tracks the change.