Order flows: SmartyTap docs

The moments after an order are when customers pay the most attention. Order flows use them: a real thank-you, care tips once it ships, a perk when your team tags a VIP, an honest note when an order is cancelled. Each one starts from a Shopify order event, so the email can use the order that started it.

Pick the trigger

Trigger	Starts when	Good for
Order created	An order is placed	Thank-you email
Order paid	The order is paid	Thank-you for stores with delayed payment
Order created or updated	An order is placed or changes, once per order	Any order that has a tag or detail you filter on
Order tags	An order gets a tag you name	VIP perks, wholesale instructions, delay notices
Order tags removed	A tag you name is removed	"Your order is back on track"
Order fulfilled	Everything in the order has shipped	Care tips, then a reorder reminder
Order partially fulfilled	Part of the order ships	"The rest is on its way"
Order cancelled	The order is cancelled	What happens next, then a win-back
Refund created	A refund is recorded on the order	When to expect the money

The order tag trigger

Choose Order tags, type the tags in Tags (for example vip, wholesale), and under Start this flow pick:

When a tag is newly added: starts the moment the tag is added. If it's removed and added again, it starts again.
Whenever an order has the tag: starts once for any order that has it, including orders created with it.

The flow starts when the order has any of the tags you list. Type them exactly as they appear on your orders.

Worked example: a thank-you, then a reorder reminder

Trigger

Create a workflow and choose Order fulfilled. Under Trigger filters, add Item SKUs contains the SKU of the product that runs out, like a 30-day supply.

Re-entry

Keep Allow re-entry, so every order gets its follow-up.

Email 1, transactional

Add a Time delay of 2 days, then an Email with Email type set to Transactional: how to use the product and how to reach you. No offers.

Exit

Add the profile filter Placed order = 0 since starting this flow, so customers who reorder on their own skip the reminder.

Email 2, marketing

Add a Time delay of 24 days (when the supply runs low), then a Marketing email: "Running low? Reorder in one click."

Tag it

Finish with Add order tags reorder-reminder-sent. Then Turn on workflow.

Don't repeat Shopify's emails

Shopify already sends the receipt and the tracking link. Use order flows for what those emails don't say: the human thank-you, how to get the most from the product, and when to come back.

Transactional or marketing?

A plain update about the order can be Transactional and reaches every customer. The moment an email suggests products or offers a discount, set it to Marketing, so only customers who agreed to marketing get it. A flow can mix both: a transactional notice first, a marketing follow-up later.

FAQ

Can I thank only first-time customers?

Yes. Set Re-entry criteria to No re-entry, and the flow sends only the first time it sees a customer order.

Will turning on a flow email past orders?

No. Flows start from events after you turn them on.

Will a customer get two emails if Shopify sends the order event twice?

No. Each order starts a flow once.

Can I treat subscribers differently?

Yes. Add a Conditional split on Active Shopify subscription SKUs, or on a segment that uses subscription conditions.

Guides

On the product page

Learn more

What is order fulfillment?

Order flows