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Order Count Events

Menu Location: Settings > Customer > Order Count Events

Last Updated: 2026-08-04

Overview

Order Count Events trigger automated actions when customers reach specific order milestones (e.g., 5th order, 10th order, 25th order). Use this to celebrate customer loyalty, send milestone rewards, apply automatic discounts, or trigger personalized outreach.

Primary Functions:

  • Define order milestone events
  • Trigger actions when customers reach milestones
  • Send automatic emails at order counts
  • Apply discount/credit rewards
  • Add customer tags at milestones
  • Track customer lifecycle progression

Page Layout

  • Add New Event Button
  • Events Table:
  • Order Count Trigger (e.g., 5, 10, 25)
  • Event Name
  • Action Type (Send an Email, Give customer a credit, or Generate Alert on Dashboard)
  • Delay Days
  • Active Status
  • Actions (Edit, Delete)

Creating Order Count Events

Configuration:

  • Order Count: When to trigger (e.g., 5 = trigger on 5th order)
  • Event Name: Internal reference (e.g., "5-Order Thank You")
  • Action Type (choose one per event):
  • Send an Email (select the email template to send)
  • Give customer a credit (dollar amount to apply to the customer's account)
  • Generate Alert on Dashboard

Each event does exactly one of the three actions above.

Email Timing (Quiet Hours)

A Send an Email action fires the moment the customer's order is charged, which is often late at night. The page displays a live status box showing whether Quiet Hours is currently holding those emails.

How it works:

  • If Quiet Hours is On, a Send an Email action that would fire during the configured overnight window is held and released at the window's end time instead of sending immediately
  • If Quiet Hours is Off, these emails send immediately when the order is charged, even overnight
  • Give customer a credit and Create Admin Notification actions are not affected: they always fire immediately, regardless of Quiet Hours

Turn Quiet Hours on/off or change the window on the main Settings page under Email Quiet Hours.

Delay days: Each event also has a Delay days field. Leave it at 0 to send/fire right when the order count is reached (original behavior). Set it higher to hold a Send an Email action that many days after the order count is reached instead, useful for building an email series off a single milestone, e.g. two events both triggered on the 1st order, one with a 1-day delay and one with a 5-day delay. Delayed emails still go out in the morning and still respect Quiet Hours. Delay days only applies to Send an Email actions; Give customer a credit and Generate Alert on Dashboard always fire immediately.

Common Use Cases

Use Case 1: First Order Welcome

Trigger: Order Count = 1 Action: Send "Thank You for Your First Order" email

Use Case 2: 5-Order Loyalty Reward

Trigger: Order Count = 5 Actions:

  • Send email: "You're a VIP!"
  • Add credit: $10
  • Add tag: "5-Order Club"

Use Case 3: 10-Order Milestone Recognition

Trigger: Order Count = 10 Actions:

  • Send personalized thank you email
  • Add tag: "Loyal Customer - 10 Orders"
  • Notify account manager to make personal outreach call

Use Case 4: 25-Order Anniversary

Trigger: Order Count = 25 Actions:

  • Send milestone email with special offer
  • Give $25 credit
  • Add tag: "Top 10% Customer"
  • Create admin task to send handwritten note

Use Case 5: Re-engagement at 50 Orders

Trigger: Order Count = 50 Actions:

  • Send survey email asking for feedback
  • Offer referral incentive
  • Tag for VIP segment

Event Types Examples

Common Milestones:

  • 1st order: Welcome and onboarding
  • 3rd order: Early retention focus
  • 5th order: First loyalty reward
  • 10th order: Established customer recognition
  • 25th order: Long-term customer appreciation
  • 50th order: Top tier VIP status
  • 100th order: Ultimate loyalty celebration

Best Practices

  1. Start simple - Begin with just 5th and 10th order events
  2. Meaningful rewards - Make milestones special with real value
  3. Personalize - Include customer name, order history references
  4. Celebrate - Positive, congratulatory tone in communications
  5. Track effectiveness - Monitor if milestone rewards improve retention

Quick Reference Card

Task Action
Create event Click Add New, set order count and action
Edit event Click Edit in Actions column
Activate/deactivate Toggle status in edit screen
Test event Create test customer, place orders to trigger
View triggered Check logs to see which customers reached milestones

FAQs

When exactly does event trigger?

When order marked as "Complete" or "Delivered" (configuration dependent).

Can customer receive same event twice?

No, events trigger once per customer at specific order count.

What if I change event after some customers already reached it?

Changes only affect future triggers. Past customers not retroactively affected.

Can I give different rewards to different customer segments?

Use tags to segment, create separate events for each segment with conditions.

Recent Updates

2026-08-04

  • Added Delay days field: a Send an Email action can now be scheduled N days after the order count is reached instead of firing immediately. Documented under Email Timing (Quiet Hours). Give customer a credit and Generate Alert on Dashboard actions are unaffected.
  • Corrected the Action Type list to the three real actions (Send an Email, Give customer a credit, Generate Alert on Dashboard); each event does exactly one. Removed invented Add Tag/Trigger Workflow/Admin Notification action types and the Access Level line.

2026-07-21

  • Page now shows a status box explaining whether Email Quiet Hours is currently holding Send an Email actions, and until when
  • Added Email Timing (Quiet Hours) section documenting the interaction

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.