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Customer email notifications

Customers receive automatic emails when they shop, donate, or create accounts. 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.

These notifications are only for your Commerce customers. If you also have Scheduling clients, manage their email notifications in the Scheduling panel

Switch to the new editor by January 7, 2021

We released a new version of the Customer Notifications editor, which offers more design options and doesn't rely on HTML or JSON variables to customize the transactional emails your site sends to customers. This guide covers the new editor.

If your site currently has the JSON editor, you’ll need to switch to the new editor and recreate any email customizations you've made by January 7, 2021. We're launching the ability to switch editors in waves to all Squarespace sites. If you don't see the option yet, check back soon. To switch editors:

  1. In the Home Menu, click Commerce, then click Customer notifications.
  2. Click Go to new editor to preview the new editor and start recreating your customizations. Your existing email customizations will remain until you complete Step 5 in this section.
  3. Set global styles and rebuild individual emails. Use merge tags to add personalization.
  4. Send test emails to preview what your customers will see.

You can switch back and forth between editors by clicking Go to new editor and the back arrow beside Customer notifications. When you do this, all customizations you make in the new editor will be saved:

Switch_Editors.gif

  1. When you’re ready to switch, click Update, then click Confirm. After clicking Confirm, your customer notifications will switch to the version you created in the new editor, and all previous customizations will be lost.

Update.png

On January 7, 2021, your site will switch the new editor automatically if you haven’t already followed these steps, and all previous customizations will be lost. 

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. Under Emails, click an email category, then click an email type.
  3. To preview the email's display on mobile devices, click the computer icon in the top right corner.

Mobile_Preview.png

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

Email types

Customers receive these emails from your site, if you've enabled these options: 

Category Emails

More information

General orders and donations
  • Order confirmed
  • Order fulfilled
  • Order refunded
  • Digital downloads
  • Donation confirmed
  • Payment declined
  • Product not available

Order emails include the billing and shipping information customers enter at checkout, and can include a tracking number.

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

A customer will receive the Product not available email if the product’s inventory is depleted while the order is processing.

Squarespace Point of Sale
  • Order receipt
  • Refund receipt

Customers can also choose to receive an email receipt for Point of Sale transactions.

Customer engagement

If you enable Abandoned Cart Recovery, customers receive an email if they add something to their cart but don't buy it. 

You can also enable product waitlists to email interested shoppers when sold-out items are back in stock. This email isn’t automatic. Instead, you’ll send waitlist emails from the Waitlists panel when you’re ready.

Customer Accounts
  • Account created
  • Reset password
  • Password updated 
The reset password link expires after 24 hours. 
Gift cards
  • Gift card issued
  • Gift card voided
Customers receive the gift card voided email when you cancel and refund a gift card. 
Subscriptions

Subscribers receive the general orders emails, plus:

  • Subscription cancelled
  • Subscription verification needed
  • Payment failed
By default, subscribers receive the Order Confirmed only once after the first purchase. You can change that by clicking the Order confirmed email and toggling the switch beside Send to subscribers off.

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

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

Customize emails

In the Home Menu, click Commerce, then click Customer notifications.

Global email styles

Global email styles create a consistent look and feel across all customer notifications. Changes you make to global styles apply to all Commerce emails your site sends to customers. You can also edit the text and layout of individual notifications.

  1. Click Global email styles to see a preview, then click Edit
  2. Customize the email in the right panel. The email preview will display your changes. 
  3. Click Send test to send a test email (optional).
  4. When you're finished, click Save.

You can customize these details:

Colors
  • Background color 
  • Email color
  • Line color
Font
  • Font pack
  • Font sizes
  • Text and link colors

Button

  • Style
  • Alignment
  • Colors
  • Font
Header

Change the layout, color, and font of the email header. You can also:

  • Add an image, logo, or text
  • Show or hide your site title
Footer

Change the layout, color, and font of the email footer. You can also add:

  • Branding (an image, logo, or text)
  • Business information and Tax Registration ID
  • Social links 

Business settings

Click Business settings to edit your business name, address, and tax registration ID. Your business name and address appear in email footers, and your tax registration ID or VAT ID number displays on invoices. If you have version 7.0, depending on your template, your address may also display on your website.

You can also 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.

Depending on your email client, your site title may display as the contact name in your inbox.

Individual emails

You can customize the text and some formatting details of individual emails. You can also add sections to include more text, images, and other formatting elements.

Click an email, then click Edit to customize it:

  1. Click the Style tab to change the email's text and layout.

Style_Tab.png

  1. Hover over the email sections and double click to edit them.
  2. Edit the text. You can add formatting and merge tags
  3. Customize the details that appear in the right panel. 
  4. Click the + icon to add a new section. You can add text, images, a spacer block, or a horizontal line. 
  5. Click the Email tab to change the subject line and preview text, which displays in the recipient's email client.
  6. Click Save.

It's not possible to edit the header and footer for individual emails.

Merge tags

Text with a dotted underline represents a merge tag, which displays personalized information about your site or the customer, like their name or order number.

To add a merge tag:

  1. Highlight text. 
  2. In the text formatting bar, click the arrow icon. 
  3. Select the tag.

Mail_merge.png

The available merge tags depend on the email you're editing.

Tag Global styles Emails
Customer first name
  • No
  • Abandoned cart
  • Product restock
  • Customer account welcome
  • Password reset
  • Password updated
Donor first name
  • No
  • Donation confirmation
Linked site title
  • Yes
  • All
Order number
  • No
  • Order confirmed
  • Order refunded
  • Order fulfilled
  • Digital download
Site title
  • Yes
  • All
Subscriber first name
  • No
  • Subscription cancelled
  • Subscription authorization required
Subscription name
  • No
  • Subscription cancelled
  • Subscription authorization required
  • Subscription payment declined

Resend emails

You can resend the email notifications with a customer's shipment tracking number, digital download link, or gift card from the order summary. If a customer requests to send any of these notifications to a different address, you can change the email address before resending.

  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.

Manage your email settings

Site Owners and contributors with Administrator and Store Manager permissions receive email confirmations for new orders, and, if enabled, low inventory.

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Customer email notifications