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Overview

Order emails are sent automatically when key events happen in your store. Each email type has a corresponding system template that you can customize. Before any of them send, the brand needs a sender and the merchant needs a template selected in each slot. See Sending Setup for that path. A slot left empty sends nothing, and for shipping and cancellation notices there is no warning.

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Purchase Confirmation

Trigger: Sent after a successful purchase. Each upsell is recorded as its own purchase, so each one sends its own confirmation. Order bumps ride along inside the main email. Template: purchase Key sections:
  • Green success banner with customer greeting
  • Order details (order number, date, payment method)
  • Product list with quantities and prices
  • Shipping/tax/total summary with prominent total highlight
  • Shipping address (if physical goods)
  • Card statement descriptor note (if configured)
  • “View Your Order” CTA linking to the members area
Available variables: All purchase variables and product loop.

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Refund Processed

Trigger: Sent when a refund is processed for an order. Template: refund Key sections:
  • Blue banner confirming the refund
  • Order number and refund amount (highlighted in blue)
  • List of refunded items
  • Info box explaining the 5–10 business day refund timeline
  • Card charge name (if configured) so customers know what to look for on their statement

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Shipping Notification

Trigger: Sent when your fulfillment provider reports the order as shipped. Creating the shipment is not enough on its own, the status has to change. Template: shipped Key sections:
  • Teal banner with shipping confirmation
  • Carrier and tracking number (if available)
  • “Track Your Package” CTA linking to the tracking URL
  • List of items in the package
  • Shipping address
If no tracking URL is provided, the CTA falls back to “View Order Details”.

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Order Cancelled

Trigger: Sent when an order is cancelled. Template: cancelled Key sections:
  • Red banner indicating cancellation
  • Order number and total
  • List of cancelled items
  • Refund timeline info box (if card charge name is configured)
  • “Visit Our Store” CTA

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Customizing order emails

  1. Navigate to Emails in your brand dashboard
  2. Find the system template you want to customize
  3. Click Builder (visual editor) or Code (HTML editor)
  4. Edit the content, keeping the template variables intact
  5. Save your changes
System templates cannot be deleted, but you can fully customize their content and design. Changes apply to all future emails of that type.
For purchase and refund, edit the system template in place. Duplicating it produces an ordinary copy, and the system template still wins even after you select the copy on the merchant. Shipped and cancelled always use whatever the merchant has selected.