MenuDock sends transactional emails on your behalf as orders move through their stages. Some go to your customers, some go to you and your team. This article lists every email, says when it fires, and explains what happens when one fails.
You don't set any of this up to get started. The customer-facing order emails are on by default, so a customer who pays gets a confirmation without you lifting a finger.
Customer emails
These go to the email address the customer entered at checkout. They follow the order status flow, so each one fires when staff move the order to the matching stage (from the admin panel or the mobile app).
| When it sends | |
|---|---|
| Order confirmed | The moment payment is confirmed and the order is created |
| Order accepted | Staff start preparing the order |
| Ready for collection | A collection order is marked ready |
| Out for delivery | A delivery order is marked ready / on its way |
| Order completed | The order is marked delivered or collected |
| Order cancelled | The order is cancelled |
| Refund confirmed | A full or partial refund is processed |
Guest orders get these too. A customer doesn't need an account to receive them — MenuDock uses whatever email they typed at checkout.
Admin emails
These go to your admin notification address, which you set under Sender settings on the email notifications page. If you don't set one, MenuDock falls back sensibly, but it's worth setting so the right inbox gets them.
| When it sends | |
|---|---|
| New order received | A new paid order comes in |
| Payment failed | A customer's payment fails at checkout |
| Integration problem | A connected integration (e.g. a POS) hits an error. Rate-limited to at most one per hour per integration so a broken integration can't flood your inbox |
| Daily order summary | A once-a-day recap of yesterday. Off by default — turn it on if you want it |
| Analytics report | A scheduled analytics report, when you've set one up |
Password reset and welcome emails also exist, but those are handled by the sign-in system rather than this notification engine, so they don't appear in the list you can edit.
Every send is logged
Whatever happens, sent or failed or skipped because the notification was switched off, MenuDock writes a record you can read later. Open the email log from the email notifications page to see exactly what went out and what didn't. See Email logs.
Email failures never block an order
If an email can't be sent, the order still goes through. Sending runs separately from taking the payment and creating the order, so a problem with your email provider, a wrong address, or a switched-off notification never stops a customer from ordering or stops the order reaching your staff. The failure is recorded in the log, and that's where you go to investigate.
Turning emails on and off
Each email type has a switch on the email notifications page. Turn one off and MenuDock stops sending it — the log shows those attempts as Disabled rather than sent. The customer order emails are on by default; the daily summary is off by default.
To change the wording of an email rather than just toggle it, see Customise email templates.
Related articles
- Choose your email provider
- Customise email templates
- Email logs
- Email isn't sending
- Set up and verify Stripe
Need a hand?
If a customer says they didn't get an email, check the email log first — it usually tells you whether MenuDock sent it, skipped it, or hit an error. Still stuck? Email support@menudock.co.uk with the order number and we'll trace it.