Skip to main content

Hi. How can we help?

Search

Editing notification emails

Edit the notifications emailed to customers by following the instructions below. Visit Notification email overview for more information.

  1. In your eCom (C-Series) store, navigate to Settings > Notification emails. Retail-C-notification-emails.png
  2. Select a notification email by clicking its title.
  3. Edit email title and content as required.
  4. Insert keys from the left panel to add dynamic information to your email.  Retail-C-edit-email.png
  5. Click Save.

In order to assist you with editing notification emails, this table describes the purpose and the trigger of each notification email. It also contains the keys that should be included. If you would like to return the article back to its original state, visit: Notification email templates.

Keys are placeholder text that you can use to send custom information to your customers. For example, if you want to address customers by their first name in each email, you could add [[firstname]] at the beginning of the notification email template. This way when the email is sent, the system will replace [[firstname]] with the customer's first name, based on the information in the eCom Back Office > Customers. Click here to see a table that lists all available keys.

Email Description Action Related keys
Customer login email confirmation Requires the customer to confirm the email used to create an account. This notification is sent to a customer when they create a new eCom account. [[confirmation_link]] is mandatory to include in the template.
Ready for pickup

Notifies the customer that they can come in to your location and pick up their order.

 This notification is sent when you select Mark as ready for pickup in an order.  
Order credit invoice Notifies the customer that they have been refunded. The email will have the credit invoice attached as PDF.  Sends to customers after a credit invoice (refund) has been created with the Notify customer switch toggled to the on position. For more information, visit: Creating a credit invoice.
 
  
Quotes Notifies the customer that they have a new quote. The email will have the quote attached as a PDF. Sends when a user selects Actions > Send Quote > Send.  
Return status Notifies the customer that the status of the return has changed Sends when the status of a return has been changed and with the Notify customer switch toggled to the on position. [[message]] is required here because you can enter a custom message when creating a return.
Order Invoice Notifies the customer that a new invoice is created for their order.

Sends when you manually create an invoice in the Back Office, with the Notify customer switch toggled to the on position.

Also sent when you resend it to the customer.
To be able to manually create invoices, in your eCom Back Office > Settings > Administration > INVOICES, set Create to Manual.

To prevent this email from being sent, in your eCom Back Office select Settings > Workflow and scroll to ORDER NOTIFICATIONS. Turn off the switch beside Order invoice.

  
Newsletter double opt-in Confirms with the customer that they want to receive future newsletter subscriptions.  Sends automatically when customers initially opt-in to receiving a newsletter. Requires the [[confirm_url]] key to confirm the subscription.
Customer approved Sent after approval of the customer's registration with your online store. Sends after you approve a customer's registration with your online store by toggling the switch to on located in your eCom Back Office, Customers > your customer's name > Edit >under Approval pending.  
Notify customer Notifies the customer regarding a message an eCom Back Office user has sent. Sends when an eCom Back Office User selects Orders > selects the relevant Order ID > Notify customer, enters a message and clicks Send Email. Requires the [[message]] key, which substitutes your message text.
Contact message confirmation Notifies the customer of Lightspeed eCom's receipt of their contact request.  Sends automatically when a customer contacts the eCom store through the website by accessing the web address your-web-address.com/service, completes the Contact Us form and selects Send.  
Ticket answered  Notifies the customer when you answer a ticket and informs them to access their account to read the message.

Sends automatically when you answer a ticket in the eCom Back Office, Customers > Tickets.

Your customers can submit tickets by logging into their account on your eCom website and selecting My tickets.

  
Order shipped Notifies the customer when their order has been marked as complete. Sends when a shipment has been completed. To complete a shipment, in the eCom Back Office select Orders > an Order ID that is ready to ship > in the Shipment section, select Mark as Shipped.  
Account password Provides a password reset link to the customer's email address. Sends automatically when a customer selects Forgot password on your eCom website. You can send a customer the same email by opening the eCom Back Office and selecting Customers > a customer's name, scrolling to the bottom of the page and selecting Send password. The [[email]] and[[reset_link]] keys are used to send the user name and a reset link for the password.
Account confirmation Notifies the customer when they have created an account, providing their username and thanking them for registering.

Sends automatically when a customer creates an account on your eCom website. Will only be sent if Registration is enabled. To enable, in your eCom Back Office, select Settings > Advanced, and scroll to REGISTRATION. In the dropdown menu below Registration, select Enabled.

 Use [[email]] to display user name
Order paid Notifies the customer that your eCom store has received payment for the order.

Sends when the order is marked as paid, either manually or automatically. To manually mark an order as paid, in the eCom Back Office select Orders > an Order ID, under Payment select Mark as Paid.
NOTE: Select Create invoice if you do not see the Mark as Paid button.

To prevent this email from being sent, in your eCom Back Office select Settings > Workflow and scroll to ORDER NOTIFICATIONS. Turn off the switch beside Order paid.

  
Order payment notification Notifies the customer that they have outstanding unpaid orders. Sends when a payment reminder is configured to notify a customer they have orders awaiting payment. Visit Configuring payment reminders for more information.  The [[orderid]] key is required to inform the customer which order is unpaid. 
Order confirmation & invoices

Notifies the customer they have completed the eCom store's checkout and submitted an order. 

By default, this is the first email Lightspeed eCom sends to a customer.

The email will have the invoice attached when the setting in your eCom Back Office > Settings > Administration > INVOICES > Create is set to Direct or Paid.

 

 

Sends when a customer completes the eCom website's checkout and clicks Buy.

To prevent this email from being sent, in your eCom Back Office select Settings > Workflow and scroll to ORDER NOTIFICATIONS. Turn off the switch beside Order confirmation.

  
Order cancelled & credit memo Notifies the customer their order has been cancelled. The email will have the credit invoice attached as PDF.

Sends when you cancel an order in eCom with the Notify customer checkbox enabled.

To prevent this email from being sent, in your eCom Back Office select Settings > Workflow and scroll to ORDER NOTIFICATIONS. Turn off the switch beside Order cancelled.

  
Order tracking number Provides the customer with the tracking number they can use to track the package. Sends when you add the tracking code into the shipment with the Notify customer switch toggled to the on position. To add a tracking number, from your eCom Back Office, select Orders > Shipping. Locate a shipment and select the shipment ID > Add the tracking number and click Save. [[orderid]] - [[ttcode]]
Invoice footer Adds content to the footer of your invoices. Not an email template.  

Keys

Key Description Used in
[[confirm_url]] Confirmation URL used by the customer to confirm newsletter subscription Newsletter double opt-in (required)
[[confirmation_link]] Confirmation link used by the customer to confirm the email used to create an account. Customer login email confirmation
[[details]] Overview of the order placed, excluding the order ID

Order confirmation 
[[email]] Customer's username and email address Account password
Customer approved
Account confirmed
[[firstname]] Customer's first name All emails
[[fullname]] Customer's first and last name including middle name.

All emails
[[gender_salutation]] Sir of madam, depending on the chosen gender in the checkout. NOTE: Check the settings for this option at Settings > Advanced.

Order paid
Order invoice
Order cancelled + credit memo
Offer
Order payment notification
Customer approved
[[grandtotal]] Invoice total Order paid
Order invoice
Order cancelled + credit memo
Offer
Order payment notification
[[invoiceid]] Invoice ID number

Order paid
Order invoice
Order confirmation + invoice
Order cancelled + credit memo
Order payment notification
[[lastname]] Customer's last name All emails
[[message]] The message you have entered in your order dashboard - This key is replaced by the text that you write if you use the Notify customer button to send a message to your customers. This button will reappear in several locations, such as on the bottom, right-hand side of the order dashboard. You can use this key in the Notify customer and the Return Status notification templates. Notify customer & Return status emails (required)
[[middlename]] The middle name of a customer (e.g. van der) All emails
[[orderid]] The order ID number, for example ORD00012. Order paid
Order invoice
Order cancelled + credit memo
Offer
Order payment notification
[[price]] Price of products for which a return shipment is configured. For example, if two products of $10 each are concerned, this key is replaced by “$20”. Return status
[[products]] Number of products for which a return shipment is configured. If a return shipment is configured for two products, this key will be replaced by “2”. Return status
[[reason]] Reason for return shipment. It can be a new one, or a previously defined standard reason. Return status
[[shipmentid]] Shipment ID Order shipped
[[status]] The return status, which can consist of several statuses, such as "In process”. Return status (required)
[[ttcode]] The tracking code entered in the shipment will be inserted. For more information on how to enter a tracking code in shipments, visit Viewing and editing shipments. Order tracking & trace code (required)
[[zipcode]] Customer's postal code Order shipped

Was this article helpful?

2 out of 4 found this helpful