Email Delivery

We follow two rules so your inbox stays useful:

Cancellations email immediately. Always.
Edit events email once per session, when the session closes.

That's it. The rest of this page is the why.

Timing diagram

Customer saves address       T+0:00 → session opens, no email yet
Customer saves note          T+0:30 → joins same session, no email
Customer saves address again T+2:00 → joins same session, no email
                             T+5:00 → session closes
                             T+5:00 → ONE email sent with all 3 diffs

Customer cancels order       T+anytime → email sent immediately (separate)

Why batched edits

A nervous customer can save the same address 4 times in 30 seconds while reading it back to themselves. Sending 4 emails turns the merchant inbox into noise. One email with the final state is cleaner and more actionable.

Why instant cancel

A cancel changes inventory and refund state — you may need to act fast (stop the picker, check fraud signals). Batching cancels would defeat the point.

What happens if I have cancel only on?

Event	Mode = all events	Mode = cancel only
Customer edits address	Batched email at session close	No email
Customer adds note	Batched email at session close	No email
Customer cancels	Instant email	Instant email

So cancel-only silences edits entirely — that is its purpose. Default for new merchants because most edits are low-stakes.

Recipients

The store's support email in Shopify Settings → General. Change there, we pick up automatically.

Deliverability

We send via Sendgrid. If your support email is hosted on Gmail Workspace or Outlook, expect ~99% inbox rate. If you use a custom domain, add our SPF / DKIM records (see the Crisp helpdesk article — we send the records on signup).