| 编号 | 什么时候发 | 谁来发 | 在哪操作 |
|---|---|---|---|
| T1 订单确认 | 客户下单后几分钟内 | Shopify 自动 | 不用操作。想改内容：Shopify 后台 → 设置 → 通知 → 客户通知 → 订单确认 |
| T2 照片退回 | 审照不合格时 | 人工 | Lark 邮箱 studio@ 写信，套下面模板 |
| T3 效果图确认 | 效果图做好 | 人工 | Lark 邮箱，附上效果图发出 |
| T3b 催办 | T3 后 3 天没回 | 人工 | Lark 邮箱，套模板 |
| T3c 视同确认 | T3b 后再 3 天没回 | 人工 | Lark 邮箱发通知，然后直接派单 |
| T5 发货通知 | 订单标记发货时 | Shopify 自动 | 在 Shopify 订单页点「已发货」+ 填快递单号 → 自动发（含追踪链接 + 品牌段落） |
| T6 在途安抚 | 发货后 5–7 天（可选） | 人工 | Lark 邮箱，套模板 |
| T7 送达关怀 | 物流显示送达后 | 人工 | Lark 邮箱，套模板 |
| 邀评 | 发货后 20 天 | Judge.me 自动 | 不用操作（纪念订单要提前在 Judge.me 里排除） |
Shopify 里每个订单有状态。客户付款成功自动触发订单确认（T1）；你在订单页点「已发货」并填快递单号，自动触发发货通知（T5），邮件自带追踪链接。这两封的发件人都是 studio@pawchibi.com，你什么都不用做。
没有 T4——历史编号，不是漏了。
所有客户往来 = studio@pawchibi.com（Lark 邮箱，Lark 账号登录直接用）。客户回复自动发的 T1/T5，信也会进这个收件箱。每个工作日看一次收件箱——效果图确认全靠它。
复制后只改 {Pet's name}、{First name} 和大括号里的可选句，其他别动——措辞都是按品牌口径校过的。
Subject: A quick favour for {Pet's name}'s figurine 🐾
Hi {First name},
Thank you for your order — we can't wait to get started on {Pet's name}!
One of our artisans just took a close look at the photo you uploaded. To sculpt {Pet's name} the way you'd want, we'd love one more shot: {the photo is a little blurry / we can only see one side / {Pet's name} is partly covered}.
What works best:
• Good natural light, taken from the front
• Face and body both visible
• Straight from your camera roll if you can — screenshots lose a lot of detail
Just reply to this email with the new photo and we'll pick things up right where we left off. Nothing else about your order changes.
Warmly,
The PawChibi Studio
studio@pawchibi.com
Subject: {Pet's name}'s 3D preview is ready 🎉
Hi {First name},
Your preview is here! Take a look at the images attached — this is exactly how {Pet's name} will be printed.
Two ways to go from here:
✅ Happy with it? Reply "Approved" and {Pet's name} goes into production the same day.
✏️ Want changes? Tell us what to adjust — the pose, the colours, the shape of an ear, anything at all. We'll revise and send a new preview, as many rounds as it takes. Nothing gets printed until you're happy.
One thing worth knowing: the moment you approve, printing begins — so that's when the design is locked in. Take your time before you say yes.
And so your delivery date doesn't slip: if we don't hear back within 3 days we'll send one reminder, and if there's still no reply 3 days after that, we'll print the design above as it is. You can always reply before printing starts and we'll make changes.
Warmly,
The PawChibi Studio
studio@pawchibi.com
Subject: {Pet's name}'s preview is still waiting for you 💌
Hi {First name},
Just a gentle nudge — we sent {Pet's name}'s 3D preview over three days ago and haven't heard back yet.
If it looks good, simply reply "Approved". If you'd like anything changed, tell us what to adjust and we'll send a new version — there's no limit on revisions.
To keep your delivery date on track, if we don't hear from you in the next 3 days we'll go ahead and print the current design. And if you reply before printing starts, we can still make changes.
Warmly,
The PawChibi Studio
studio@pawchibi.com
Subject: We've started printing {Pet's name} ✨
Hi {First name},
As mentioned in our last email, we haven't heard back, so we've gone ahead and started on {Pet's name} using the preview we sent — this keeps your delivery date on track.
If something isn't right, reply today and we'll do our best to catch it before printing finishes.
Otherwise, sit tight: your figurine is on schedule, and we'll email you a tracking number the moment it ships.
Warmly,
The PawChibi Studio
studio@pawchibi.com
Subject: Where {Pet's name} is right now 🌏
Hi {First name},
Quick update — {Pet's name} has left our studio and is making the trip to you. Tracked delivery usually takes about 15 days door to door.
One thing that's completely normal: international tracking often goes quiet for several days between scans, especially while a parcel is crossing borders. It doesn't mean anything is wrong.
We're watching your shipment on our end too. If it ever needs a nudge, we'll step in before you have to ask.
Warmly,
The PawChibi Studio
studio@pawchibi.com
Subject: {Pet's name} has arrived 🐾
Hi {First name},
{Pet's name} should be with you by now — we hope the little one made you smile.
Every figurine we make is handled by a single artisan from start to finish, and yours was no exception. If anything arrived damaged or isn't what you ordered, just reply to this email with a photo and we'll make it right.
P.S. We'd love to see where {Pet's name} ended up! Send us a photo, or share it with the other pet parents in The Paw Club — that's our community, and it's where giveaways get announced first:
{FB Group: facebook.com/groups/pawchibi}
Warmly,
The PawChibi Studio
studio@pawchibi.com
T3 发出 → 3 天无回复 → 发 T3b 催办（信里预告）→ 再 3 天无回复 → 发 T3c，按当前效果图直接开工。开印前收到回复仍可改。
规则要生效，前提是客户事先知情——否则他有理由说「你没告诉我」。现在三封信里都写了，一次比一次具体：
另外这条规则还写在站上 FAQ、Returns 页、结账页政策。改它必须六处一起改（三封信 + 三处站上）。
订单确认邮件（T1）里已经对客户白纸黑字承诺 “unlimited tweaks, nothing is printed until you say yes”。所以客户要改几版就改几版，不要在邮件里暗示次数有限。
成本闸门不在次数上，而在确认之后——一旦客户 Approved 就开印，此后再说「不像」不属于免费重做（见手册 03 售后四类）。
T1 和 T5 由 Shopify 自动发，不用人操作。内容在「后台 → 设置 → 通知 → 客户通知」里改。2026-08-13 已逐句核对并修正。
① 交期：原来写「1–3 天出效果图」，与工作室实际 3–5 天冲突——等于从第一封信就在超时。已改为 Within 3–5 days。
② 排版：原来四步是四行纯文字挤在一起。现已重排成两列表格——左侧粉色序号，右侧加粗小标题 + 说明文字，每步之间 18px 留白。
③ 超时规则：末尾新增粉底提示块「One step needs you: the preview email」，把 3 天 + 3 天规则完整讲清楚。
原来是 Shopify 默认模板，全文只有一句 “Your order is on the way.”。现已在追踪按钮上方插入品牌文案：加粗首句 + 工艺说明 + 粉底提示块（15 天口径与轨迹停更说明）+ 收货后怎么办，段间 12–26px 留白。
只在整单一次性发出时显示，拆单发货不重复出现。
Subject: A shipment from order #XXXX is on the way（Shopify 自带主题行） Your figurine has left the studio! It was printed, hand-sanded and hand-painted by one of our artisans, then checked over before packing. It's now on its way to you. Tracked delivery usually takes about 15 days. Tracking can go quiet for a few days between international scans — that's completely normal. When it arrives, we'd love to see a photo. And if anything looks damaged or isn't what you ordered, just reply to this email and we'll make it right.
预览里有一句 “You'll receive an email when your order is ready for pickup.”——这是 Shopify 预览用的假数据（数字商品样例）。真实实体订单走 shipping 分支，客户看不到这句。2026-08-11 已查证过。