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Understanding Customer Emails in Reflow

Reflow offers the option to send automated emails to your customers when they place an order, complete payment or do other interactions with your store.

In the Notifications Settings page you can view all the events that Reflow sends emails for. Each event can be enabled or disabled based on your preferences.

Ecommerce Emails​

  • Order Placed - Customers receive this email when they place an order with a custom payment method selected. It provides instructions on how to complete the payment.
  • Processing Payment - This email is sent when customers pay via Stripe using an asynchronous payment method that takes time to process, like SEPA, ACH and Sofort. It informs them that their order was received but payment is still pending.
  • Successful Payment - The email customers receive when the payment transaction for their order has been completed. For orders with custom payment methods, you can send this email manually when changing the order payment status to paid.
  • Products Shipped - An email notifying customers that the products from their order have been shipped. This type of email can be sent manually when changing the order fulfillment status to shipped.
  • Order Ready for Pickup - An email for letting know customers their local pickup order is ready to be collected. This type of email can be sent manually when changing the order fulfillment status to ready for pickup.
  • Digital Downloads - The email sent to customers when they buy digital products. It contains download links for each product.
  • Gift Card Purchased - The email sent to customers when they buy gift card products. It contains the gift card code and instructions on how to use it.

Subscription Emails​

tip

If using subscriptions with Paddle as a payment provider, keep in mind that Paddle's system emails cannot be disabled. Depending on your preference, you can disable Reflow's notifications or leave them enabled to send both Reflow and Paddle emails.

For Stripe integrations, only the Reflow notifications described below are sent. Stripe will not send emails.

  • Subscription Started - This email is sent to customers when their subscription originally begins.
  • Subscription Plan Updated - Customers receive this email when their subscription plan is upgraded or downgraded to a different plan.
  • Subscription Pricing Updated - This is sent when a customer's subscription has its price or billing period changed, e.g. going from monthly to yearly billing.
  • Subscription Canceled - This email is sent to customers when their subscription is scheduled for cancellation either by themselves or the store owner.
  • Subscription Renewed - This email is sent when a scheduled subscription cancellation is called off.
  • Free Trial Started - If the customer starts their subscription with a free trial, they receive this email instead of the "Subscription Started" email.
  • Free Trial Ending Soon - Customers will receive this email 3 days before their free trial period ends. If the total trial days are less then 3, this email is sent immediately when the trial starts.
  • Subscription Payment Failed - This email is sent to customers when a payment for their subscription fails and the subscription moves to the past due status, prompting them to fix the payment issue.
  • Subscription Expired - The email customers receive when their subscription ends, either because it was canceled or because of failed payments.