Customer Notifications

Last modified March 15, 2018

This article applies to Contextual Commerce. (Looking for Classic Commerce documentation?)

The Customer Notifications feature allows you to customize the HTML and plain-text email messages that FastSpring sends to your customers regarding orders and subscriptions.

In order to use the Customer Notifications feature for order-related email messages, the New Email System must be enabled in your Store. It is enabled by default for newly-created Stores, but if it is not enabled, order-related email messages will be sent using a legacy email system that is not customizable.

  To enable the New Email System
  1. From the Dashboard, select the Settings menu. The Store Settings tab will be selected by default.

    Settings menu with the Store Settings tab selected by default

  2. On the General page of the Store Settings tab, which is also selected by default, locate the Email Notification section and select New Email System.

    Example of the Email Notification Settings options

  3. Click OK when prompted to confirm the switch.
  4. In the From Name field, enter the sender name that will be used for email messages sent to your customers. For example, you might enter your company name here, or enter a friendly name for your customer service team.
  5. In the Reply-To Email field, enter the email address that will be used as the "reply-to" address for messages sent to your customers. This should usually be the address for your first tier customer service team or your technical support team.

    Example of the E-mail Notification Settings with the New Email System selected and sample information entered

  6. Click the SAVE button at the top right-hand corner of the page.


Customer-facing subscription notice messages (e.g. for a pre-billing reminder or a payment overdue notice) always use the new system regardless of whether or not you have enabled it. Enabling or disabling the new system only applies to new order-related email messages.

Working with Customer Notifications

Customer Notifications can be modified and maintained via the Customer Notifications tab of the Settings menu.

Settings menu with the Customer Notifications tab selected

Because the Customer Notifications feature is so powerful and so flexible, you may want to familiarize yourself with some key concepts in order to take full advantage of this feature. For detailed information about each of these topics, please see our Template Reference article.

Concept Description
logical evaluation
Logical evaluation elements let you display certain sections of content within a notification conditionally. For example, if you include {{#if subscription}} and {{/if}} in your notification, any content that you enter between those tags will only be rendered in the email message if the product purchased is a subscription. Examples of logical evaluation are included in the Template Reference.
object references

References to order objects such as the list of products that have been ordered, the customer's name and e-mail address, license keys that have been generated and much more can be included anywhere in the notification. Curly brackets must be used around each such object in your template.

For example, including {{order.reference}} in the body of your notification will render the order reference (order number) in the email messages.

The key to taking advantage of object references is to know the correct object names. Some examples of the object names available to you can be found in the Template Reference.

shared snippets

Shared snippets are self-contained, commonly-used elements of notifications that can be used by more than one notification. For example, inserting the {{>header}} tag in the body of your notification will cause the entire contents of the {{>header}} snippet to be rendered in place of the {{>header}} tag. This allows you to create a message header with images, links, company information, etc., that can be used in multiple notification templates without having to recreate it in each one. Later on, if you need to make changes to the header, you can modify the shared snippet and all notifications that use that snippet will automatically use the current version of it.

In addition to being useful in your notification's template, shared snippets can also be used inside other shared snippets. They are defined on the Shared Snippets page of the Customer Notifications tab; a list of snippets that are available by default is included in the Template Reference.

translations Translations work similarly to shared snippets in that you can enter a placeholder variable in your notification's template that will automatically be replaced by another value defined elsewhere when the email messages are sent. In this case, there is a special set of snippets defined on the Translations page of the Customer Notifications tab. The customer's language used for the order will automatically be evaluated, and the corresponding translation will be rendered. For example, if you include {{translate "Total"}} in the body of your notification and a customer processes an order with Spanish selected, then the value for the Total= entry found on the Spanish page of the translations will automatically be rendered in the email message.

Order-Related Notifications

Tutorial Video

Check out our tutorial video on adding your logo to email receipts:   How to Add Your Logo to Customer-Facing Email Receipts.


For more information about modifying the templates used by the order-related notifications, please see the  Template Reference.

The Order notifications page of the Customer Notifications tab

  • The Default Order Receipt is used by default each time any order is placed. Messages sent from this notification serve as the customer's email receipt. This notification cannot be deleted or disabled, but you can modify it at will by clicking the TEMPLATE command in the Default Order Receipt tile of the Successful Order page in the Customer Notifications tab.
  • The Order Canceled notification is sent to the buyer when an order is manually canceled. For example, when purchase orders are enabled for your Store with the Require Approval configuration selected, and a customer places an order using the purchase order method, but you cancel the pending purchase order rather than approving it, an Order Canceled message will be sent to the customer.
  • The Order Pending Approval notification is sent to the buyer when purchase orders are enabled for your Store with the Require Approval configuration selected, and a customer places an order using the purchase order method. By default, these messages notify buyers that their orders need to be reviewed (i.e., by you, the seller) before they can be completed.
  • The Payment Required for the Order notification is sent to buyers who place orders using a delayed payment method such as wire transfers. By default, these messages notify buyers that their orders are pending completion until payment has been received in full. The messages include links to view the invoice and payment instructions.

Notifications for Subscription Events

You can customize the email messages sent for subscription events (such as pre-billing reminder messages and payment overdue notices) by clicking the Subscription option on the left-hand side of the Customer Notifications tab.

The Subscription page of the Customer Notifications tab

To customize the subscription notifications, click the TEMPLATE command for any given notification.

For more information about modifying the template used by subscription notifications, please see the Template Reference.

Testing subscription event notifications

To test subscription event email messages (and webhooks at the same time), first place a test order for a subscription-based product. Then, on the Subscriptions tab of the Activity menu, locate the test subscription and click  to view its details. Finally, in the Charges section of the subscription details page, click the various simulation options such as SIMULATE NEXT BILLING or SIMULATE BILLING FAILURE.

The options that are available on that page are dynamic, and will not be the same for every test subscription. The available options can depend on two things:

  • which types of notifications are currently enabled for the subscription, and
  • which subscription events you have previously simulated for the test subscription

For example, you will not be able to simulate an overdue notice message if overdue notices are disabled for the subscription. However, you can click the  indicator next to the Overdue notification field under Notification and Cancellation to enable them for the subscription, even if they were not enabled for the product at the time the test subscription was created. Also, before simulating an overdue notice, you must first have clicked SIMULATE BILLING FAILURE, since overdue notices are sent when a scheduled billing has failed.


Clicking the various SIMULATE options will potentially affect the test subscription's status and history accordingly. Therefore, the SIMULATE options are not available for live (non-test mode) subscriptions.

Example of the simulation options for an existing subscription

Account-Related Email Messages

You can customize the email messages sent with account-related information (such as the message sent to a customer who requests a login link for the Customer-Facing Account Management site) by clicking the Account option on the left-hand side of the Customer Notifications tab.

The Account page of the Customer Notifications tab

To edit the contents of the Login URL message - which is sent to customers who visit the Account Management site and enter their email address to request a login link - click the TEMPLATE command.

For more information about modifying the template used by account-related email messages, please see the Template Reference.