For most eCommerce businesses, the single biggest source of customer frustration, and staff workload ,is the lack of clear communication after an order is placed.
Customers want to know:
- Has my order been received?
- When will it ship?
- Where is it now?
- Is it in stock or backordered?
If those questions aren’t answered automatically, they call, email, or worse — leave negative reviews about “poor communication.”
Fortunately, Odoo makes it simple to automate these updates and dramatically improve the customer experience.
1. The Problem: Communication Gaps Create Workload and Frustration
Every manual order update “Your parcel’s been dispatched” or “We’re waiting on stock” takes time. Multiply that across hundreds of orders and you have entire staff roles dedicated to answering the same questions.
At the same time, silence from a store between payment and delivery breeds anxiety. Even if the item is on the way, the customer doesn’t know that ....so they reach out.
This is where automation pays for itself almost immediately.
2. Odoo’s Built-In Tools for Customer Communication
Odoo’s eCommerce and Sales modules provide a rich set of automation features that manage communication from checkout through delivery ....and even before the sale:
- Order Confirmation Emails – Sent instantly when an order is placed, including payment and shipping details.
- Automated Status Updates – Triggered when orders move through workflow stages (e.g., “Processing,” “Shipped,” “Delivered”).
- Shipment Tracking Links – Pulled directly from integrated carriers like Australia Post, StarTrack, or Sendle.
- Invoice & Payment Reminders – Automatically sent with custom templates.
- Customer Portal – Lets buyers log in and view their order history, invoices, and delivery progress without contacting support.
- Stock Availability Alerts – Odoo can notify customers when products are low in stock, temporarily unavailable, or back in stock — all automatically.
All of this runs without manual intervention once configured.
3. Managing Out-of-Stock Communication Proactively
Few things frustrate customers more than buying an item online only to learn it’s out of stock.
Odoo helps businesses handle this transparently and professionally through automation:
- Real-Time Stock Display: When inventory levels fall below a threshold, Odoo automatically updates product pages to show “Low stock” or “Out of stock.”
- Backorder Notifications: Customers can choose to be notified when the item becomes available again.
- Automated Stock Refill Alerts: Once stock is replenished, Odoo automatically emails customers who requested updates, inviting them to complete their purchase.
- Internal Alerts: Staff are also notified when popular products hit reorder points, helping maintain consistent availability.
This not only prevents disappointment but also turns a potential negative interaction into a trust-building experience. Customers appreciate honesty and the option to stay informed — it increases their likelihood of returning to purchase later.
4. Reducing Call Volume with Smart Automation
Here’s what typically happens after Odoo automation is implemented:
| Before Odoo Automation | After Odoo Automation |
| Dozens of calls per day asking for tracking updates or stock status | Customers receive automated tracking and restock notifications |
| Emails requesting invoices or tax receipts | Invoices automatically emailed and stored in portal |
| Customers unsure if order is confirmed | Instant order confirmation and payment notification |
| Staff manually updating customers | Automated stage-based and stock-based notifications |
The result? A measurable reduction in customer support load and faster response times for genuine issues.
5. The Ripple Effect: Better Reviews and Higher Trust
When customers feel informed, they feel cared for — even when delivery takes longer than expected.
Automated messages that are accurate, timely, and personalised foster trust. This translates directly into better reviews.
You’ll often see feedback like:
“Great communication – I always knew where my order was up to.”
“They let me know when an item was restocked — super helpful!”
In a competitive online market, those comments are gold. They build reputation, drive repeat sales, and boost conversion rates more than paid ads ever could.
6. Getting Started with Odoo Automation
For most businesses, setting up order and stock communication automation involves:
- Mapping your order stages – Define each status your order goes through (Order Received → In Progress → Shipped → Delivered).
- Creating email templates – Customise the tone and information included in each stage.
- Enabling stock availability alerts – Allow customers to subscribe for “notify me when back in stock” updates.
- Setting automated actions – Configure Odoo to send the right message when each status or stock level changes.
- Integrating carriers and payment gateways – Pull live tracking and payment confirmations directly into your workflow.
- Testing and refining – Adjust wording, timing, and triggers based on customer feedback.
At OODA Consulting, we’ve implemented these automations for multiple Australian eCommerce and equipment hire businesses — from mobility retailers to sustainable timber suppliers — each seeing a marked drop in inbound queries and a noticeable improvement in customer satisfaction.
7. The Bottom Line
Automation in Odoo isn’t about removing the human touch — it’s about scaling it.
By giving customers the updates they expect before they ask, you free your team to focus on higher-value interactions.
The payoff is clear:
- Fewer calls and emails
- Better customer reviews
- Higher conversion rates
- Stronger brand trust
In short, Odoo turns communication from a pain point into a competitive advantage.
Want to see how automated customer communication could work for your business?
OODA Consulting can design and implement a tailored Odoo workflow that matches your processes and tone of voice.