Contents

Customer notification types

What each customer email and message is and exactly when it is sent.

Every email and message your store sends customers on its own is listed here, by category: what it is and exactly when it is sent or skipped. Tringify sets each type's category; it decides the rules its texts follow. Store Admin and the mobile app show the same category and the same text under When it's sent on each notification.

Authentication

Codes the customer asks for to sign in, to confirm their phone number or email address, or to view an order on the Track order page.

Order Tracking Code#

Gives the customer a code to view their order on the Track order page.

Sent when a shopper asks for a code on the Track order page with the order number and the email address or phone number on the order. It goes only to that contact. The code works for 10 minutes; an order gets at most 3 codes an hour. Not sent when the Track order page is turned off, or for test orders.

Email needs the customer's email address. A text needs the customer's phone number and a ready SMS or WhatsApp provider. Always sent; it can't be switched off.

Sends the one-time code a shopper signs in or creates an account with.

Sent when a shopper asks for a code to sign in or create an account, on the storefront, at checkout or when saving their details after an order. The code works for 5 minutes; an address gets at most 5 codes an hour. Not sent if that sign-in method is off, the account is disabled, or the address is new and account creation is off.

Email needs the customer's email address. A text needs the customer's phone number and a ready SMS or WhatsApp provider. Always sent; it can't be switched off.

Contact Confirmation Code#

Sends the code a signed-in customer confirms an added email address or phone number with.

Sent when a signed-in customer adds an email address or phone number and has to confirm it. The code works for 5 minutes. Not sent if the contact belongs to another account someone has signed into, or a phone number is added while phone sign-in is off.

Email needs the customer's email address. A text needs the customer's phone number and a ready SMS or WhatsApp provider. Always sent; it can't be switched off.

Transactional

About something the customer did or asked for, such as an order, a refund, a gift card or a request.

Order Placed#

Confirms a new order to the customer.

Sent once when the order becomes a sale: when an online payment or payment link is paid in full, or straight away for cash-on-delivery, pay-later and manually created orders. Not sent if the order was cancelled before it was paid, if you or an app chose not to send it for that order, or for imported and test orders.

It goes only on channels that are switched on. Email needs the customer's email address. A text needs the customer's phone number, the message turned on in Messages and a ready SMS or WhatsApp provider. Email is on and texts are off by default.

Order Updated#

Tells the customer you changed the items on their order.

Sent when you or an app change the items on an order, unless Notify customer is unticked for that change. If the change leaves a balance to pay, it includes the payment link. Not sent for imported and test orders.

Order Payment Link#

Emails the customer a link to pay for their order.

Sent when you create an order with Send payment link, or when a change to an order leaves a balance to pay. Each new link replaces the previous one and works for 7 days.

Email needs the customer's email address. Always sent; it can't be switched off.

Payment Failed#

Tells the customer a payment attempt failed and links to try again.

Sent when a payment attempt fails and a balance is still owed, with a link to pay again that works for 7 days. Not sent for cancelled orders, or for imported and test orders.

Payment Not Completed#

Tells the customer an unpaid order was cancelled because payment was not completed.

Sent when the unpaid-order rule in Order settings cancels an online-payment order that was never paid. Orders more than 24 hours past that time are cancelled without a message. Not sent for imported and test orders.

Order Cancelled#

Tells the customer their order was cancelled.

Sent once when an order is cancelled and nothing has been refunded yet; a later refund sends Order Cancelled and Refunded or Order Cancelled and Partially Refunded. Not sent when an unpaid order is cancelled automatically (Payment Not Completed is sent instead), or for imported and test orders.

Order Cancelled and Refunded#

Tells the customer their order was cancelled and every payment refunded.

Sent when an order is cancelled and everything collected has been refunded, or when a later refund on a cancelled order completes the full refund. Refunds still pending at the payment provider don't count. Not sent for imported and test orders.

Order Cancelled and Partially Refunded#

Tells the customer their order was cancelled and part of the payment refunded.

Sent when an order is cancelled and part of the payment has been refunded, or when a later refund on a cancelled order still leaves part unrefunded. Refunds still pending at the payment provider don't count. Not sent for imported and test orders.

Payment Refunded#

Tells the customer their payment was refunded in full.

Sent when a refund completes and the order, which is not cancelled, is now fully refunded. Refunds still pending at the payment provider send nothing. Not sent for imported and test orders.

Payment Partially Refunded#

Tells the customer part of their payment was refunded.

Sent when a refund completes and the order, which is not cancelled, is still partly paid. Refunds still pending at the payment provider send nothing. Not sent for imported and test orders.

Shipment Sent#

Tells the customer a shipment of their order is on its way, with its tracking details.

Sent once per shipment when it leaves: when it gets a tracking number, or when you or a shipping app first mark it in transit, out for delivery or as a failed delivery attempt. Each shipment sends its own message with only its items. Not sent for pickup orders, cancelled orders or shipments, or imported and test orders.

Out for Delivery#

Tells the customer a shipment is out for delivery.

Sent once per shipment the first time you or a shipping app mark it out for delivery. Each shipment sends its own message with only its items. Not sent for cancelled orders or shipments, or imported and test orders.

Shipment Delivered#

Tells the customer a shipment was delivered.

Sent once per shipment the first time you or a shipping app mark it delivered. Each shipment sends its own message with only its items. Not sent for cancelled orders or shipments, or imported and test orders.

Delivery Attempt Failed#

Tells the customer the carrier could not deliver a shipment.

Sent once per shipment the first time you or a shipping app report a failed delivery attempt. Each shipment sends its own message with only its items. Not sent for cancelled orders or shipments, or imported and test orders.

Ready for Pickup#

Tells the customer their order is ready to collect, with the pickup location.

Sent once per shipment of a pickup order the first time you or an app mark it ready for pickup. Each shipment sends its own message with only its items. Not sent for cancelled orders or shipments, or imported and test orders.

Picked Up#

Confirms the customer collected their order.

Sent once per shipment of a pickup order the first time you or an app mark it picked up. Each shipment sends its own message with only its items. Not sent for cancelled orders or shipments, or imported and test orders.

Gift Card Delivery#

Sends a gift card and its code to the recipient.

Sent for each gift card on a paid order, on the delivery date the buyer chose or straight away, to the recipient, or to the buyer when no recipient was named. Also sent when you issue a card or resend one. Not sent for test, imported or cancelled orders, or once the card is cancelled, expired, disabled or used up. It is sent in the card's language: the order's for a bought card, the one you chose when issuing, which you can change on the card's page or when resending.

Email needs the customer's email address. A text needs the customer's phone number and a ready SMS or WhatsApp provider. Always sent; it can't be switched off.

Gift Card Cancelled#

Tells the recipient their gift card was cancelled after a refund.

Sent when you refund a purchased gift card that was already sent by email. It shows the card's remaining balance. It is sent in the card's language.

It goes only on channels that are switched on. Email needs the customer's email address. On by default.

Restock Notification#

Tells a shopper a product they asked about is back in stock.

Sent once per request when the product the shopper asked about is back in stock and still published: automatically while Send automatically when restocked is on, or when you choose Notify subscribers. Requests expire after the days set in Restock settings (90 by default).

Welcome Email#

Welcomes a customer who created an account.

Sent once when a shopper creates an account with an email address, while Send welcome email is on in Customer settings. For customers you add yourself, only when you choose Send welcome email for them.

It goes only on channels that are switched on. Email needs the customer's email address. On by default.

Asks a new newsletter subscriber to confirm their subscription (double opt-in).

Sent when someone subscribes while newsletter double opt-in is on (off by default). The link works for 24 hours. Not sent to someone who is already subscribed.

Email needs the customer's email address. Always sent; it can't be switched off.

Privacy Request Confirmation#

Asks a shopper who is not signed in to confirm their privacy request.

Sent when a shopper who is not signed in submits the privacy request form, to confirm it was them. The link works for 48 hours.

Email needs the customer's email address. Always sent; it can't be switched off.

Privacy Request Received#

Confirms the store received a privacy request.

Sent once when a new privacy request is confirmed or you record one. Not sent for a repeat of a request that is already open.

Email needs the customer's email address. Always sent; it can't be switched off.

Privacy Request Extended#

Tells the customer you need more time for their privacy request.

Sent when you extend a privacy request's deadline.

Email needs the customer's email address. Always sent; it can't be switched off.

Privacy Export Ready#

Sends the customer a link to download their data.

Sent when the data export for an access request is ready to download. The link works for 7 days.

Email needs the customer's email address. Always sent; it can't be switched off.

Privacy Deletion Completed#

Confirms the customer's data was deleted.

Sent when a deletion request is completed.

Email needs the customer's email address. Always sent; it can't be switched off.

Privacy Request Declined#

Tells the customer you declined their privacy request, with your reason.

Sent when you decline a privacy request.

Email needs the customer's email address. Always sent; it can't be switched off.

Promotional

Invites the customer back. Texts go only to numbers that may receive marketing texts and always include an opt-out link.

Review Request#

Asks the customer to review the products they received.

Sent once every item in the order is delivered or picked up, after the delay in Reviews settings (3 days by default). Not sent if the order was cancelled or fully refunded, if any shipment was returned, lost, damaged or destroyed, if Reviews are turned off, or for imported and test orders. A text also needs the customer's text marketing consent.

Checkout Recovery#

Reminds a shopper to finish a checkout they left.

Sent when a shopper leaves a checkout, once Checkout recovery is on in Checkout recovery settings. The first reminder goes about 1 hour later and a second 24 hours after that; you can also send one yourself. Stops once they order. In strict mode it needs marketing consent for the channel; in soft opt-in mode only that they have not unsubscribed.

Cart Recovery#

Reminds a signed-in customer about the items they left in their cart.

Sent when a signed-in customer leaves items in their cart for longer than your cart threshold (4 hours by default), once Cart recovery is on in Checkout recovery settings. The first reminder goes about 1 hour later and a second 24 hours after that; you can also send one yourself. Stops once they order. In strict mode it needs marketing consent for the channel; in soft opt-in mode only that they have not unsubscribed.

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Order Tracking Code#

Sign-in Code#

Contact Confirmation Code#

Order Placed#

Order Updated#

Order Payment Link#

Payment Failed#

Payment Not Completed#

Order Cancelled#

Order Cancelled and Refunded#

Order Cancelled and Partially Refunded#

Payment Refunded#

Payment Partially Refunded#

Shipment Sent#

Out for Delivery#

Shipment Delivered#

Delivery Attempt Failed#

Ready for Pickup#

Picked Up#

Gift Card Delivery#

Gift Card Cancelled#

Restock Notification#

Welcome Email#

Newsletter Confirmation#

Privacy Request Confirmation#

Privacy Request Received#

Privacy Request Extended#

Privacy Export Ready#

Privacy Deletion Completed#

Privacy Request Declined#

Review Request#

Checkout Recovery#

Cart Recovery#