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How to Delay an Email Autoresponder

An email event sends its email as soon as it is triggered. With Send after, the event waits a number of minutes, hours or days first, up to 30 days. Use it, for example, to send the shipping confirmation a few hours after the shipment, or to give a declined customer a day to try again before the payment issue email goes out.

Step 1: Open the Event

  1. Go to CRM > Autoresponders > Events.

  2. Click the edit (pencil) icon of the event, or create a new event.

Step 2: Set the Delay

  1. Select the Template. The Send after field appears once the template is of a type that can be delayed (see the list below).

  2. In Send after, enter a whole number. Leave it empty to send the email right away.

  3. In Unit, choose Minutes, Hours or Days (Days is selected by default).

  4. Click Save.

Edit Event form with Send after set to 2 and Unit set to Days

These email types can be delayed:

  • Order Confirmation

  • Sign Up Payment Issue Notification

  • Recurring Payment Issue Notification

  • Recurring Payment Approved

  • Order Refund

  • Recurring Cancellation Notification

  • Void Notification

  • Shipping Confirmation

Note: The delay can be up to 30 days. A longer delay shows the message Send after can be up to 30 days, also when you change the unit after typing the number. The Recurring Billing Notice has no Send after field, because it already goes out a set number of days before the rebill.

Step 3: Check the Delay in the Events List

The Send After column of the events list shows the delay of each event, for example 2 days or 2 hours. Events without a delay show Right away.

Email events list with the Send After column showing delays like 1 day, 2 hours and Right away

Step 4: How a Delayed Email Is Sent

The delay counts from the moment the email is triggered: the order for an Order Confirmation, the decline for a payment issue, the refund, the cancellation or the shipment for the other types. Order confirmations already go out about 15 minutes after the order (unless your site completes the order with the API, see this article), so a delay shorter than 15 minutes does not change when an Order Confirmation is sent. When the time is up, Admoji checks that the email still applies before sending it. The email is not sent when:

  • The event was turned off, or the customer's campaign was removed from the event.

  • The event now uses a template of a different email type.

  • The customer was deleted.

  • For a Sign Up Payment Issue Notification: the customer completed a purchase after the decline.

  • For a Recurring Payment Issue Notification: the subscription was charged successfully after the decline.

An email that is not sent leaves an entry in the customer's Logs > History with the reason, for example the customer paid after the decline. A delayed email goes to the customer's email address at the time it is sent, so a corrected address is used.

Tip: Resending an email from the customer profile always sends it right away, without the delay. To check a delayed event end to end, place a test order as described in How to Test Your Email Autoresponders and wait for the delay to pass.

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