Email templates — Available templates and installing optional ones
Templates you always have
These templates are built into every store. You can edit and publish them at any time — they're already there when you open the email templates list.
Order-related
Template | When it's sent |
|---|---|
Order Confirmation | Immediately after a customer places an order. Includes the order summary, totals, and delivery details. |
Order Updated | When an order is updated after being placed — for example when a shipping number is registered, the status changes, or details are amended. |
Order Files | When an order contains digital files for download. |
POS Receipt | Sent as a receipt when an order is completed through your point of sale. |
User-related
Template | When it's sent |
|---|---|
New Customer | When a customer registers an account in your storefront. |
Forgotten Password | When a customer requests a password reset. |
Login Link | When a customer requests a passwordless login link. |
Invitation to Register Account | An invitation to create an account, typically sent manually or as part of a campaign. |
Other
Template | When it's sent |
|---|---|
Gift Card | To the recipient of a digital gift card. |
Product back in stock reminder | To customers who subscribed to back-in-stock notifications for a specific product. |
Bonus Points Converted | When a customer's bonus points are converted to store credit. |
Optional templates
These templates aren't installed by default. You add them from the Add Template button at the top right of the email templates list. Once installed, each one works like any other template — you edit it in the email builder and publish it before customers receive it.
Every optional template has an active toggle on its card in the list. The toggle defaults to off when you first install it, so you can edit and publish the template before it starts going out to customers.
Template | What it replaces | When it's sent |
|---|---|---|
Order Completed | The standard "Order Updated" email for completions | When an order is marked as completed — a cleaner, more specific message than the generic order-update email. |
Pickup Order Confirmation | The standard Order Confirmation for pickup orders | When a customer places an order with in-store pickup as the shipping method. |
Pickup Order Completed | The standard Order Completed email for pickup orders | When an in-store pickup order is marked as completed. Useful for telling the customer their order is ready to collect. |
Partial Delivery | — (no default equivalent) | When an order is split across multiple deliveries. The toggle controls the default state of the "Send order split summary" checkbox on the order status-update form. |
The pickup templates only fire when the order's shipping method is a pickup type. If the toggle is off, or if the template hasn't been published yet, the store falls back to the standard template for that trigger.
How to install an optional template
- Go to Admin → Email templates.
- Click Add Template in the top right.
- The modal lists any optional templates not yet installed. Click Install next to the one you want.
- The template appears in the list immediately — no page reload needed.
- Click Edit on the new template to open it in the email builder. Review and customise the default content.
- Click Save & Publish when you're happy with it.
- Go back to the template list and toggle the template on using its active toggle.
If all optional templates are already installed, the modal shows a message saying so.
Why publish before activating? The active toggle controls whether outgoing emails use this template. If you activate before publishing, the editor's draft content won't be what customers receive — the system uses the last published version. The toggle is disabled until you publish at least once to prevent this.
First-time setup: enabling the email builder
If you open a template in the email builder and see a prompt asking you to install the Responsive email templates module, your store hasn't been set up for the new builder yet.
This setup is a one-time step. It adds the infrastructure the builder needs:
- A backup column for your existing email template contents (so you can revert to them later if needed).
- The configuration settings that tell the email send pipeline how to process the builder's responsive product tables and per-language templates.
Your existing template contents are not changed — they're preserved and a backup copy is saved so the editor's "Revert to legacy template" option works.
Click Install in the prompt to complete setup. The editor loads normally after that.
If you click Cancel, you're taken back to the templates list. You can re-enter any template to try the setup again.