Asking your customer for missing details
Ask customers for missing details or files, then notify your team when they reply.
Maybe your customer forgot a photo, a name, or another detail. Add a Form and turn on the customer email so they get a link. They fill it in on their order-status page — not by chasing it through a separate inbox.
You build the fields: text, photo upload, checkbox, multiple choice, or dropdown. Mark each one required or optional.
For a form they only see on order lookup, leave the customer email off.
Configure the request
- Add a Form from Status Actions, or open an existing one.
- Add the fields you need and mark which ones are required.
- Leave Email the customer on if they should get a link when the order enters that status.
- Save, then assign that action to a status from Statuses. You can use the same action on more than one status.
Notify your team
Turn on merchant notification so the assignee (and optional CC list) gets an email when the customer replies. You can also save without sending that notification.
Customer experience
They look up the order on your website, or open the email link on Orderflow, then complete the request — not inside Shopify login.
If they did not get the email — or the order has no email — choose Copy reply on the request. That copies a short message and the lookup link so you can paste it into Etsy Messages or a text. Save without notifying still creates that link.
After they submit
The response lands on the order. If you chose an automatic status, the order moves there so the queue shows the work is ready for your team.
If you’re still designing the follow-up, How to collect missing information after a Shopify order covers when to ask after checkout.
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