Which emails does the store send to you and your customers?
A TeleportHQ store sends two kinds of email. To you: new orders, low-stock alerts, new reviews and new return requests. To your customers: invoices, order updates (status changes, shipping, delivery, cancellation, refunds), gift cards, downloads, subscription updates, return confirmations and abandoned cart reminders. Every one of them except the cart reminders goes out through your own email sending service (SendGrid, Resend, Mailgun, Postmark or MailerSend): connect it once and the whole store uses it.
How the store sends email
- One sending service for the whole project. You connect it in Growth → Marketing Studio → Email → Settings (the Email settings window), or in any of the store's email panels below. The store then uses that service for every email. See How to connect an email or SMS sending service.
- Set up for you. If your project already has a sending service when you add the store, or you connect one before changing the store's settings yourself, TeleportHQ fills in Order Notifications, switches on Low Stock Email Alerts and Invoice Email Delivery, and sets the abandoned cart reminder's sender.
- The invoice email switches on by itself. Even after you changed the store's settings, the first time you save a sending service while Invoices is on, for example in Order Notifications, TeleportHQ switches on Invoice Email Delivery with that service and sender. A message says, for example, "Invoices will also be emailed to your customers, through Postmark from orders@mybakery.com. You can turn this off in the invoice settings." If you switched Invoice Email Delivery off yourself, it stays off.
- Your sender address must be allowed. The From Email has to be an address your sending service lets you send from. With Resend and no domain yet, Use Resend's test sender, next to the Sender Details heading, fills
onboarding@resend.dev. Resend delivers mail from it to one address only, the one your Resend account was opened with, and refuses any email to another recipient, so put that address under Notification Recipients and place your test orders with it. Customers get nothing until you verify a domain in Resend and send from it. Mailgun and MailerSend have the same button for their sandbox and trial domains (Use Mailgun's sandbox domain, Use MailerSend's trial domain), with the tooltip saying who can receive. - Each recipient gets their own email. An alert with several addresses is sent to each one separately, so an address the service refuses doesn't stop the others, and Sent emails lists one line per address.
- Test it with one click. Every email panel has Test Integration, which sends a test email through your service to an address you choose and shows the service's answer; Project settings → Credentials → Email Providers has Send a test email, which sends to your own address at once.
- The sender your customers see. Every store email goes out from the From email saved with your sending service, under its From name (optional), unless an email step has its own. Without a From name, the emails your live store sends go out under your store's Company Name (the one on your invoices), or else your project's name.
- Only abandoned cart reminders work without your own service. Left unset, they use TeleportHQ's default sender.
Four store emails have a settings panel of their own. All four are in the TeleportHQ editor: in the left sidebar, click E-commerce, then the gear (E-Commerce Settings).
| Settings panel | How to open it | What you set there |
|---|---|---|
| Order Notifications | Order Notifications → Configure Notifications | New-order emails to you, and who gets them |
| Stock Management | Stock Management → Stock Settings → Low Stock Email Alerts | Low-stock alerts, and who gets them |
| Invoice Email Delivery | Invoices → Configure Invoices → Settings tab | Whether customers get their invoice by email (on by itself once you save a sending service, unless you switched it off) |
| Abandoned Cart Reminders | Abandoned Cart Reminders → Configure Reminders | Cart reminders, their timing and sender |
Every other store email has no switch: it goes out by itself, through your project's sending service.
Emails to you
| Default subject | Sent when | Who gets it | Set up in | |
|---|---|---|---|---|
| New order | "New order ORD-1024 — $48.00" | A customer places an order paid at delivery or pickup, or the payment of an order paid online comes in (not for an order you enter yourself in your site's admin panel) | Up to 5 addresses under Notification Recipients; left empty, the project's Alerts go to list (Project settings → Email Providers), or else the workspace owner | Order Notifications |
| Low-stock alert | "Low stock alert — 2 product(s) below 5" | An order takes a product to your Low Stock Threshold or below | Up to 5 addresses under Alert Recipients; left empty, the project's Alerts go to list, or else the workspace owner | Stock Settings |
| New review | "New review for [product]" | A signed-in shopper submits a review | The workspace owner | Automatic, with Allow Reviews |
| New return request | "New withdrawal request WDR-3 for order ORD-1024" | A customer submits the Right of withdrawal form | The workspace owner | Automatic |
A TeleportHQ store emails you about a new order once, at the moment it counts: an order paid at delivery or pickup when it's placed, an order paid online when its payment comes in. A shopper who leaves the payment page without paying doesn't trigger it. The email shows the total with its currency, how the order is paid and delivered, and the full billing address, and ends with a link to the order in your site's admin panel, or, for a store without one, "Manage this order in TeleportHQ, under Growth → Orders."
Stores published before this rule follow it from their next publish, as long as their checkout workflows are as TeleportHQ built them. If you changed one yourself, the store keeps emailing you as soon as an order is created, paid or not.
Emails to your customers
| Default subject | Sent when | |
|---|---|---|
| Invoice | "Your Invoice INV-0001 from [company]" | An invoice is created, while Invoice Email Delivery is on. The PDF is attached |
| Order status update | "Update on your order ORD-1024" | You move the order's Fulfilment to a status with no email of its own, such as Confirmed or Completed |
| Shipping confirmation | "Your order ORD-1024 is on its way" | You record a parcel with Ship items (one email per parcel), or set Fulfilment to Shipped |
| Delivery confirmation | "Your order ORD-1024 has been delivered" | You set Fulfilment to Delivered, or the last parcel is marked delivered |
| Order cancelled | "Your order ORD-1024 has been cancelled" | You click Cancel Order |
| Refund confirmation | "A refund for order ORD-1024" | You refund the order in TeleportHQ, or in your payment provider's dashboard |
| Gift card | "Your gift card for order ORD-1024" | An order with gift cards is paid, or a refund is paid as store credit on a new gift card |
| Downloads | "Your downloads for order ORD-1024 are ready" | An order with digital products is paid |
| Subscription started | "Your subscription to [product] is active" | The payment provider confirms a new subscription |
| Subscription renewal due | "Your [product] renewal is due" | A subscription paid in crypto, which the store bills itself, is due to renew, and again as a reminder while it stays unpaid |
| Subscription renewed | "Your [product] subscription has renewed" | The payment provider charges a renewal |
| Subscription payment failed | "Action needed: your payment for [product] failed" | A renewal charge is refused |
| Subscription cancelled | "Your [product] subscription has been cancelled" | The subscription is cancelled by the customer, by you or by the provider |
| Abandoned cart reminder | "You left something in your cart at [company]" | A signed-in shopper's cart sits untouched for the hours you set |
| Return request received | "We received your withdrawal request WDR-3" | The customer submits the Right of withdrawal form |
Order confirmation. A TeleportHQ store doesn't send a separate order confirmation email. Right after checkout, the shopper sees their order page. With Invoice Email Delivery on (it switches on by itself when you save a sending service), the invoice email confirms the payment. Stripe or PayPal can also send their own receipt if receipts are on in your account with them.
Welcome, password reset and account deletion emails for shopper accounts are covered in How to customize welcome and password-reset emails.
Actions that don't email the customer
- Mark as Paid
- Editing or voiding a shipment
- Marking one parcel delivered while others are still on the way
- Issuing a gift card by hand from Manage Gift Cards (you pass the code on yourself)
- Changing a return request's status in your site's admin panel
When an order email isn't sent
When you ship, refund, cancel or change the status of an order, the window tells you first whether the customer will get an email, for example "The customer will not be emailed: no email provider is connected to this store. Connect one under Email → Settings." The action still works without the email, and the message afterwards ends with "The customer was not emailed:" and the reason:
- "no email provider is connected to this store. Connect one under Email → Settings."
- "the email provider has no sender address. Add one under Email → Settings."
- "the email template for this update is missing. Restore it under Email templates."
- "this order has no customer email address."
- "the email service refused it (…)." The brackets hold your sending service's own message.
Each email that goes out adds a line to the order's History. For the fixes, step by step, see Why didn't my customer get an email?.
Change what the emails say
Store emails are components in the email-templates folder of your project's components, in a store-owner and a customer folder. To edit one, open the settings panel that sends it and click its Body, or open it from your components. You can insert details such as Customer Name, Order Number, Order Total, Carrier, Tracking Number, Shipment Note, Refunded Amount or Refund Summary.
Order Total and Refunded Amount include the currency, for example $148.00, so they need no Currency beside them. The amounts in the gift card email read the same way, for example $25.00.
The Order URL detail links to the customer's order page. Until your store is published there's no page to link to, and the window says "The store is not published yet, so the email cannot link to their order page."
Good to know
- Automatic emails come from your published site (new orders, invoices, low stock, reminders, reviews, return requests, gift cards, downloads and subscription emails), so publish after changing their settings. Emails you trigger from the orders list in the editor go out right away.
- Order updates follow the shopper's language. On a multilingual store, an order update you send from the editor goes out in the language the customer shopped in.
- See every email your site sent. Your site's admin panel lists them, with the recipient and whether the email went out. See What is the admin panel?.