Customer Email Notifications and What Triggers Them

We know communication with your customers is key—especially when it comes to orders and payments. in this article we will guide you through when RoasterTools sends out emails and who gets them.

Order Confirmation Emails

When a customer places an order through the portal, they'll automatically get a confirmation email. These go out instantly and can't be turned off—your customers need to know their order went through!

Who gets it:

• All contacts connected to the customer - The order confirmation is addressed to the customer’s primary contact and CC’s every other contact on that customer.  
• Contacts don’t need a portal invite to receive it.
• We also BCC your account’s sales department email noted in your settings

When it sends:

• Anytime a customer creates an order via the portal
• these cannot be turned off as they are transactional emails

When it doesn't send:

• Orders you create manually won't trigger a confirmation

What's in the email:

• Order number
• Order date
• Shipping & billing address
• Products and total

Order Confirmation Email Example:

Invoices

Unlike order confirmations, invoices don't send automatically (yet!). You'll need to send them yourself- either one at a time or in a batch.

You can send invoice emails from the order edit page or in bulk from the order list page.

Who Gets the Invoice?

All contacts listed for the customer—primary and additional—will receive the email, no matter the order status (ready, fulfilled, or shipped).

What's in the email:

• Order number
• Order date
• Delivery type (learn more in this article)
• Shipping & billing address
• Products and total
• Tracking Information
• Payment Information

Note: see an example of the email in the full Invoice Email article noted above

Payment Requests

A payment request is a manual email that sends your customer a link straight to a specific invoice in the Billing Portal, so they can pay it themselves. Think of it as the follow-up to an invoice: the invoice tells them what they owe, the payment request gives them a direct path to pay it.

Who gets it:

• The contacts on the customer account. The customer will need portal access to log in and complete the payment.

When it sends:

• Only when you send it — click Request Payment on an individual order. There is no automatic or batch version.

What's in the email:

• A link directly to that invoice in the Billing Portal
• Invoice / order details and amount due

Note: payment requests do not include a PDF attachment. Only emails sent with Email Invoice include the invoice PDF. Your customer can download a current PDF from the Billing Portal.

Sunday Order Reminders

A friendly nudge to help your customers remember to place their weekly orders—so you can keep your roasting schedule on track.

You can turn these on for any customer in their settings. See more in this article.

Who gets it:

• The primary contact for the account.

When: Every Sunday (if enabled).

• Purpose: A friendly nudge to place their orders so you can keep your roasting schedule on track.

What's in the email:

• Magic Link - this is a fast and easy way for customers to get to the portal without logging in.
• Last order information

Sunday Order Reminder Email Example:

Payment Confirmations

Whenever a payment goes through, you can turn on a setting so your customers will get a confirmation email automatically. It's a simple way to keep them in the loop and reduce the “did my payment go through?” emails.

Who gets notified:

• All contacts on the customer account. (note currently you can't choose who gets this email)

When the email sends:

• Bank Transfers (ACH): When payment is initiated (status = pending).
• Credit Card, Check, Cash: When payment is created (status = paid).
• Works for both payments initiated by the customer and when you record a payment manually.

What’s in the email:

• Payment amount
• Order number
• Payment method (last 4 digits for cards)
• Payment date

Payment Confirmation Email Example:

FAQ

Q: Do my commerce customers get email notifications?

A: No, RoasterTools does not send any emails to your commerce customers.

Q: Can I customize what the email notifications have inside?

A: Not at this time.