How Refillo sends email

Refillo sends reminder emails on behalf of the Shopify stores that install it, to those stores' own customers. These are the rules every Refillo email follows. They are built into the app, and stores cannot turn them off.

Who receives a reminder

• Only the store's own customers who bought a product from that store whose part or refill is due. Stores cannot upload, import or paste in email addresses. There are no purchased or rented lists, and no cold email.
• Only customers whose email marketing status in the store's Shopify records is "subscribed". Shopify records this when the customer ticks the store's sign-up box at checkout or uses the store's sign-up forms, and stores agree in our Terms to mark customers as subscribed only with their consent. Customers who never subscribed, or who unsubscribed, are never emailed. The status is read from Shopify again right before each email is sent.
• Customer records in Shopify without an order for the product are never emailed.
• Customers who already subscribe to the part (for example, through a subscription app) get no reminder for it.

How often

• At most one email a week to any customer, whatever the number of products they own.
• For each part, at most two reminders: one shortly before it is due, and one later if the customer has not ordered it. Then Refillo stops until the next time the part is due.
• Parts due close together are combined into one email.
• A customer who buys the part, at any time and for any reason, is not reminded until the next time it is due.
• When a store starts using Refillo, only customers who bought within the last 12 months are considered, and the first emails are capped at 500 and spread over several days.

What every email contains

• The store's name as the sender, shown as "Store Name <store-handle@send.getrefillo.com>", and the store's own address for replies.
• A footer line saying "Sent for Store Name by Refillo (getrefillo.com)", so it is always clear who sent the email and why.
• Why the customer is receiving it: the product they bought and the part that is due.
• The store's postal address.
• Links to snooze the reminder for two weeks, to say "I already bought it", to say "I don't use this anymore" (which stops reminders for that product), and to unsubscribe.
• One-click unsubscribe headers, so email programs such as Gmail and Yahoo Mail can show their own unsubscribe button.

Unsubscribes, bounces and complaints

• Unsubscribes take effect immediately, need no login or confirmation, and are written back to the customer's record in Shopify, so the store's other email tools respect them too.
• An address that bounces permanently (it does not exist) is never emailed by Refillo again.
• When an email provider reports that a customer marked an email as spam, that customer is never emailed by Refillo again and is unsubscribed in Shopify. Some providers, such as Gmail, report only overall spam rates and not who complained; the per-store rates below cover those.
• We watch bounce and complaint rates for each store separately. A store whose rates rise above safe levels has its sending paused automatically while the store owner reviews what is being sent.

Sending

Reminders are sent from our own sending domain, send.getrefillo.com, authenticated with SPF, DKIM and DMARC, with the store's name shown as the sender. Each store is kept separate from the others in our email delivery service, so a store whose sending has a problem can be paused on its own while the others carry on.

Questions or a problem with an email

If you received a Refillo reminder you did not expect, use its unsubscribe link, or write to support@getrefillo.com with the email's sender name, and we will stop it and look into it.