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Commerce email notifications

This guide covers the automatic emails your customers receive when they shop, donate, or create accounts on your site. The default design and content of these emails are ready to use as-is, but you can customize them to match your design and brand.

Tip: You can create automated campaigns to send marketing emails to customers after they make a purchase.

Preview customer-facing emails

To see what your store's automatic, customer-facing emails look like:

  1. In the Home Menu, click Commerce, then click Customer notifications.
  2. Click an email category, and then click an email type. 

From here, you can customize the email's content and see what the email looks like to customers.

Orders and donations

Customers receive these emails after they make a purchase or donation:

  • Order Confirmed - Sent after a purchase. It acts as a receipt and includes an order summary and shipping details.
  • Order Fulfilled - Sent when an order is marked as fulfilled. This email can include a tracking number.
  • Order Refunded
  • Donation Confirmed

Order emails include the billing and shipping information customers enter at checkout.

Order Confirmed emails for digital and service products don't include shipping details. Instead, the default message includes information about next steps:

  • Digital products - "Thank you for your order at [Site Title]. Unique links to your digital goods will be emailed to you. Your order confirmation is below."
  • Service products - "Thank you for your order at [Site Title]. We will be in contact shortly regarding the services you have ordered. Your order confirmation is below."
Note: Customers may receive emails about unexpected payment failures after an attempted purchase. It’s not possible to customize these emails.

Subscriptions

If you sell subscription products, customers receive the same order emails listed above, plus a few emails specific to subscriptions:

  • Subscription cancelled
  • Payment failed - Sent when a subscription renewal can’t be processed because the subscriber’s payment fails. The email includes a prompt to update billing information. 

A customer's payment might fail due to issues with their payment method, your store's Stipe connection, or if you downgrade from the Commerce Advanced plan

Subscribers don't receive reminder emails before their subscriptions renew.

Abandoned cart recovery

If you enable Abandoned Checkout Recovery, customers receive this email:

  • Abandoned Checkout - Sent when a customer adds a product to their cart but doesn't buy it.

This email includes an unsubscribe link, which can't be removed or customized.

Tip: Track cart abandonment trends and measure the success of the abandoned cart recovery email in Abandoned cart analytics.

Customer accounts

If you enable Customer Accounts, customers receive these emails:

  • Welcome - Sent when a customer creates an account.
  • Reset Password - Sent when a customer clicks the Forgot password? link and requests a reset email. Reset password links expire after 24 hours.
  • Password Updated - Sent after a customer updates their password.

Customize emails

To customize an email, in the Home Menu, click Commerce, then click Customer notifications.

You can edit these fields, which apply to all emails: 

  • Reply-To - This is the email address that customers reply to when they receive an automatic email from your store. We recommend choosing an address you check often.
  • From Email - This is the address emails are sent from. We recommend keeping the default (no-reply@squarespace.info) so they don't get marked as spam.

Header and footer

This content displays above and below the main body of all emails. You can add these JSON variables, along with text, to the Header and Footer fields:

  • {website.siteTitle} - Your site title
  • {website.baseUrl} - Your primary domain

From here, you can also edit your business name, address, and tax registration ID.  Your business name and address appear in email footers, and your tax registration IF or VAT ID number displays on invoices. Depending on your template, your address may also display on your website.

Tip: It may be possible to add a logo to your email header or footer using custom code, but this falls outside the scope of our support. This topic has come up on our Answers forum, and you can view the post here for more information and example code.

Edit JSON variables

In the Customer notifications panel, click an email type to edit its subject line, title, and JSON variables. JSON variables automatically populate information about your store. As you change these variables, look at the preview beside the panel to see how they translate to your site.

In the Subject Line and Title fields, you can use these variables:

  • %o - The order number
  • %s - The title of your site

In the Message field, you can use these variables by placing them inside curly brackets, for example {order.displayId}:

Order emails Donation emailsCustomer Account emails
customer.name The full name (first and last) of the customer
giftCard.giftCardCodeLast4 The last 4 digits of the gift card code
giftCard.recipientEmail The gift card recipient's email address
hasPhysicalProduct Section will appear if the order has at least one physical product
hasDigitalProduct Section will appear if the order has at least one digital product
hasServiceProduct Section will appear if the order has at least one service product
hasGiftCardProduct Section will appear if the order has at least one gift card
order.displayId The five digit "Order ID," e.g #00005
order.refundTotalFormatted The refund amount
order.submittedOn The date/time the order was submitted. This is run through a formatter date function, so the default template says: {order.submittedOn|date %B %e, %Y %I:%M%p %Z}
order.url

Show the order number with a link to the customer's account

Note: Enable customer accounts before using this variable.
website.siteTitle Your site title
%B Full month name
%e Day of month
%Y Full year

%I

Hour of day, in 12-hour format

%M

Minute of hour

%p

"AM" or "PM"

%Z

Time zone name
donor.name The full name (first and last) of the donor
amountFormatted Total amount donated
contribution.submittedOn Just like order.submittedOn for Order emails. Same date formatting options apply
website.baseUrl The URL of your homepage. If you have a custom domain, it'll be http://www.yourdomainname.com. If not, it'll be http://yoursitetitle.squarespace.com
resetPasswordURL A reset password link, which is unique to each Reset Password email. This links expires after 24 hours.
Note: This variable is required for Reset Password emails. Otherwise the customer can’t reset their password.
customer.firstName The first name the customer entered when creating their account
website.siteTitle Your site title

When you're finished making changes, click Save. You can also send a test email, and restore the email to its default settings.

Note: Test emails include order details for a typical physical product order, even if you only sell digital or service products. Details include a placeholder tracking number and a shipping address, which aren't in real emails for digital or service products. To preview emails sent to customers for digital or service product orders, run a test order.

Note: We recommend having coding knowledge before customizing order emails with HTML and JSON. While Squarespace's Customer Care team can help with the steps in this guide, they can't provide assistance for advanced code modifications using HTML or JSON. If you need more help, we recommend exploring the Squarespace Answers community, or our list of resources to help with custom code.

Resending emails

If a customer asks you to resend an email or to send it to a new address, you can do this from the order summary.

Computer iOS Commerce AppAndroid Commerce App
  1. In the Home Menu, click Commerce, then click Orders.
  2. Click any order to view the order summary.
  3. Click Email notifications. This tab lists the different notifications that have been sent to the customer.
  4. Choose the notification you want to resend.
  5. Verify or change the customer’s email address, and click Send.
  1. Tap Orders.
  2. Tap any order to view the order details.
  3. In the order details, tap Manage in the top-right corner.
  4. For pending orders, tap Resend Order Notifications.
  5. For fulfilled or cancelled orders, tap Order Confirmation, Order Fulfilled, or Digital Goods.
  6. Confirm or change the customer's email address.
  7. Tap Send.
  1. Tap Orders.
  2. Tap any order to view the order details.
  3. In the order details, tap Manage in the top-right corner.
  4. For pending orders, tap Resend Order Notifications.
  5. For fulfilled or cancelled orders, tap Order Confirmation, Order Fulfilled, or Digital Goods.
  6. Confirm or change the customer's email address.
  7. Tap Send.
Tips:
  • Resend the Order fulfilled notification if the customer requested their tracking number.
  • You can also resend a digital download link from this tab.

Manage your email settings

As a merchant, you receive email confirmations for new orders, and, if enabled, low inventory. To learn more, visit Managing your email preferences.

 

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Commerce email notifications