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System Emails

How Tos (2)

You can find this section under Email Marketing > System Emails in the IRP Admin left navigation menu.

You use this section to create and edit system-generated emails. These emails are sent out automatically by the system at specific times, as described in the section below.

The following system-generated emails are included in this section:

Email Description
Account Setup Email confirming the creation of a Customer Account on the Full site.
Amazon Pay Hard Decline Authorization This system email is pre-populated with a message in HTML format explaining to Amazon Pay customers that, unfortunately, Amazon Pay has declined the payment for their order and that they should contact you for more information.
Amazon Pay Soft Decline Authorization This system email is pre-populated with a message in HTML format explaining to Amazon Pay customers that Amazon Pay was not able to process your payment. Please go to your Amazon Pay Account and update the payment information for your order. Afterwards we will automatically request payment again from Amazon Pay and you will receive a confirmation email. Please update your payment method as soon as possible. If you haven't updated it by 'Amazon Pay Cancel Time', we will assume you no longer want to proceed with your order, and will cancel it for you. (The 'Amazon Pay Cancel Time' is a placeholder that will be automatically replaced with the correct date.)
Automatic Voucher Confirmation When activated, this email will be sent along with the standard order confirmation email when a customer has ordered from your site and the order matches the conditions that you have configured for the voucher. It is recommended that you keep the 'Email Subject' field non-specific so that it will be meaningful to all recipients.
Basket Retrieve This email is used for customers who click a link on the mobile site requesting that the contents of their basket is emailed to them. They can then view or progress their order at a later stage, perhaps on a desktop machine. Sent when a customer clicks the link on their mobile device.
Click And Collect Order Ready For Collection Email informing customers that items they have ordered using the Click And Collect option are ready for them to collect at their chosen collection location. Sent when the items have been picked and are ready for collection by the customer.
Deliver To Store Notify Destination You use this to notify a destination that a Deliver To Store order has been dispatched to their location. A button is available on the OrderManage.aspx page to send this email.
Deliver To Store Ready For Collection You use this to notify customers when their orders can be picked up in the store if the customers have selected the ‘Deliver To Store’ option for delivery.
EPOS Receipt If you are using the IRP EPOS system and a customer provides an email address when making a purchase in store, this email will be sent to the address they provide.
Mailing List Signup Email confirming to customers that they have signed up to a Mailing List. Sent when the customer signs up. Remember to enable the ‘Enable Confirmation Email’ Application Setting for this email type to function (see Mailing List Settings for more information).
Order Confirmation Email containing the details of an Order. Sent out when an Order is placed on your site.
Order Confirmation Click And Collect Email containing the details of a Click And Collect Order. Sent out when a Click And Collect Order is placed on your site.
Order Items Cancelled You use this to notify customers when items in their order have been cancelled.
Order Return Processed Email confirming that a returned/refunded Order has been processed.
Order Update Cancelled Pending Email Email confirming the cancellation of an Order. Sent out when an Order is set to Cancelled.
Order Update Card Query Pending Email Email explaining an issue with Card Payment. Sent out if there is an issue obtaining payment with the card details provided when an Order is placed.
Order Update Complete Pending Email Email confirming complete shipment of an Order. Sent out when an Order is set to Complete. (The Trustpilot structured data snippet (see below for more information) can be included in the Order Complete email that is BCC’d to the address configured by the Application Setting ‘Trust Pilot Dispatch Email Address’.)
Order Update Part Shipped Pending Email Email confirming partial shipment of an Order. Sent out when an Order is set to Part Shipped.
Partner Confirmation Email containing instructions and details for partner setup on your site. Sent out after Partner Request is received.
Password Reset Email confirming Password Reset details. Sent out when a Password Reset is requested on the site.
Price Match Request Accepted Email stating that a customer’s request for a price match has been accepted.
Price Match Request Declined Email stating that a customer’s request for a price match has been declined.
Product Review Email containing Product Review request sent out after the corresponding Common Task triggers or the button is clicked on the Reviews.aspx page.
Remaining Gift Voucher Credit You use this to keep customers informed about the ongoing value of their gift voucher, if they have one.
Stock Notification You use this to notify customers when items they are interested in arrive in stock. You can further entice customers to purchase by including vouchers in the email (note that you have to configure some Applicatlion Settings to make vouchers available — see How To Add or Edit a System Email for details.
NOTE: Stock Notifications will be sent out only for Active items coming back into Stock. For a Stock Notification to be sent out for an item that has moved from a Stock Level of <= 0 to a Stock level > 0, it, its Model, its Brand and its Category must ALL be Active.
Trade Account Approved You use this to notify customers when their request for a trade account has been approved.
Trade Account Rejected You use this to notify customers when their request for a trade account has been declined.
Trade Account Requested You use this to notify customers when they request an account as a trade customer.
Trade Account Suspended You use this to notify trade customers when their account has been suspended.
Trade Order Confirmation You use this to notify trade customers when their order has been placed.
Trade Password Reset You use this to notify trade customers when their password has been reset.

Activating System Emails

If you create only one instance of an email type (for example an ‘Order Confirmation’ email) the email will be activated on your system when you create it. However you can also create multiple emails for each email type. For example, you could have Order Confirmation emails that you send only at specific times of the year, for example Christmas, Easter, Valentine’s Day, and so forth. In this case, the IRP system will only send out the email that you have made active using the Activate button shown in the following example:

Example System Email screen

You can also activate a system email by clicking the Edit button and then clicking the Activate System Email button at the bottom of the screen.

Deactivating System Emails

If you have configured only one System Email for a particular type, you should delete it rather than deactivate it. The Delete System Email button is located at the bottom of the System Email edit page (SiteEmailEdit.aspx). If you have configured more than one System Email for a particular type, when you click the Activate System Email button at the bottom of the System Email edit page, you will see a message stating: Are you sure you wish to activate this Mailing List Signup System Email? Any other active Mailing List Signup System Email will be deactivated.

Note that System Emails are not sent on schedule, although Reviews Emails and Remarketing Emails are. A Common Task (provided it has been set up to run) will determine when Reviews Emails and Remarketing System Emails are sent.

Placeholders

Each type of system email has a list of placeholders that you can insert into the Plain Text/HTML content to pull the relevant information from the database. For example, in the Order Confirmation Email, if you use the $$OrderID$$ placeholder, the Order ID will displayed in place of the $$OrderID$$ placeholder:

Order ID: $$OrderID$$

Order ID: 58796

When you are adding a new version of an email or editing an existing email, you can find details about the placeholders specific to that Email Type by examing the list of placeholders in the HTML Content section. For more details, see How To Add or Edit a System Email below.

Test Emails

You can send Test emails to a specific email address using the Preview &Test tab on the SiteEmailEdit.aspx page. You can use this to see what the email will look like in your email client/browser. You can also use the Language menu to view the translated version of the email.

Voucher Codes in Mailing List Signup Emails

Note that when a customer enters their voucher code on the front end at the basket stage, the IRP will display the customer’s email address rather than the discount amount . This is by design as it is intended to make it easy for IRP Admin Users to check that the email addresses signed up to the list are indeed the same ones using the vouchers. This prevents customers getting multiple email addresses just simply to keep joining a mailing list in order to get a discount on every order.

Personalised Product Details in System Emails

Personalised product details are displayed in all System Emails that include order details.

Trustpilot Review Emails

The Trustpilot structured data snippet (see here for more information) can be included in the Order Complete email that is BCC’d to the address configured by the Application Setting ‘Trust Pilot Dispatch Email Address’.

There are several values that are included in the Trustpilot email snippet; two to pick out for specific mention are these:
  • templateId: You can set a value for 'Trust Pilot Template ID' against: There is also an Application Setting called 'Trust Pilot Default Template ID'. When sending Trustpilot emails, this Template ID will be used if there is no 'Trust Pilot Template ID' for the Shipping Country or Language of the customer.
    When sending a Trustpilot email the values have the following priority:
    1. Value for Shipping Country.
    2. Value for Language.
    3. Default Application Setting value.

    The templateId is not included if none of the above values are available.

  • preferredSendTime: This value is always included and is set to the same time of day as when the order was placed (but for the next available day if this time is in the past). This uses the format "2016-02-29T13:37:00".
    There is also another Application Setting called 'Trust Pilot Preferred Send Time Delay In Days'. The Trustpilot review email will be sent to the customer this number of days after the order has been completed.


How To Guides (2)

To add or edit a System Email, follow these steps:

  1. Go to Email Marketing > System Emails in the IRP Admin left navigation menu.
  2. You can add new System Emails in one of two ways:
    • Click the Add New System Email button at the top of the page and select the type of System Email you want to add from the drop-down list.
    • Click the corresponding Add New Email button on the right side of the panel for an individual System Email.
  3. To edit an existing System Email, click the Edit button at the right side of the System Email that you want to edit.
  4. Enter or edit the following details:
  5. SettingRequiredDescription
    Site Email Details
    System Email ID
    The Unique IRP identifier for this System Email. This is automatically generated when adding a System Email.
    Active
    Whether this Site Email is currently active for its Email Type. Active Site Emails will be sent to Customers in the given situations whilst InActive Site Emails will not.
    Name Name of the System Email to be used for reference in the IRP Admin.
    From (Email Address) This is the Email Address and Reply Address that the email will be sent from.
    From (Display Name) This is the Name displayed instead of the From Email Address.
    Email Subject The Subject of the Email. You can use placeholders here.
    HTML Content
    Header & Footer
    Select the HTML Header & Footer to appear either side of the Email's HTML body. You set these up using the Headers & Footers section. If you don't want to include a Header or Footer, select 'No Header & Footer'. Note that you must add the $$HEADERCONTENT$$ and $$FOOTERCONTENT$$ placeholders if you want headers and footers to appear in the email.
    HTML
    This is the HTML version of the Email. Please make sure you do not include any html, head or body tags in this field - these will be automatically generated for you. This field should only contain whatever will appear between the body tags of your email. Placeholders can be used here.
    NOTES:
    1. Headers and Footers: You must add the $$HEADERCONTENT$$ and $$FOOTERCONTENT$$ placeholders if you want headers and footers to appear in the email. You can also select a language from the drop-down list in order to translate the content into any active language in your system.
    2. There are many placeholders you can use, most of which are self-explanatory. One of note is $$OrderNotes$$: once added, the placeholder will be replaced with the notes recorded against an IRP order (or removed when no notes are present). By including any comments or requests that a customer has made during the order process, you can ensure that the customer knows you have received their directions. You could also easily forward these to any third-party suppliers who use customer order confirmations to process orders. Note that this placeholder is available for most, but not all, system emails (you will see whether or not it is available by examining the list of placeholders in the 'HTML Content' section of each email).
    3. Order Update Complete Pending emails: You can display a message containing information about a customer's current Loyalty Scheme to the Order Update Complete Pending email. To display the message, insert the placeholders $$LoyaltySchemeMessageBegin$$, $$LoyaltySchemeMessageContent$$ and $$LoyaltySchemeMessageEnd$$ to the content of the Order Update Complete Pending email. The structure of the message is generated automatically by the customer's current Loyalty Scheme data. For example, if the customer does not currently belong to a Loyalty Scheme, a message explaining this will be shown, detailing the name and discount percentage of the next available Loyalty Scheme and what the customer must spend in order to qualify. If the customer does currently qualify for a Loyalty Scheme, a message explaining which Loyalty Scheme they are currently qualified for will be generated. If there is a further Loyalty Scheme which they could qualify for upon more spending, the message will also contain information about the next available Loyalty Scheme.
    4. You can use the $$PaymentMethod$$ placeholder to show the payment method used (for example, Amazon Pay).
    5. The $$OrderVAT$$ placeholder is replaced with the following values:
    • For VAT-Free orders, Small Translation ID 385 replaces the placeholder (the default English text is: This is a tax free country or area as it is outside the European Union.
    • For Foreign VAT-Inclusive orders, the Foreign Currency VAT Amount replaces the placeholder.
    • For Default VAT-Inclusive orders, the Default Currency VAT Amount replaces the placeholder.
    Out Of Stock Message (New Order Confirmation Emails Only)
    Use this section to add HTML content. You can use placeholders here; the ones relevant to this email are listed in the ‘HTML’ section. You can also select a language from the drop-down list in order to translate the content into any active language in your system.
    Cheque / Bank Transfer / Invoice Payment Method Info (New Order Confirmation Emails Only)
    Use this section to add HTML content. You can use placeholders here; the ones relevant to this email are listed in the ‘HTML’ section. You can also select a language from the drop-down list in order to translate the content into any active language in your system.
    Finance Information Message (New Order Confirmation Emails Only)
    Use this section to add HTML content. You can use placeholders here; the ones relevant to this email are listed in the ‘HTML’ section. You can also select a language from the drop-down list in order to translate the content into any active language in your system.
    Note that all voucher placeholders should be added to the Voucher Code section (and ensure that you do not include the $$VoucherCode$$ placeholder in the Content section, otherwise you will generate an error). This section will then be added to the main text/html content in place of the $$VoucherCodeDetails$$ placeholder. This is required so that all voucher details are hidden when vouchers are not offered with the email.The following PlaceHolders are available for the Voucher Code section:

    $$VoucherCode$$
    $$DiscountAmount$$
    $$VoucherExpiryDate$$
    $$MinimumSpend$$
    $$DiscountAmount$$
    Voucher Code Section (Stock Notification Emails & Mailing List Signup Emails only * see Note below)
    HTML
    The HTML Content of the voucher code details. We advise designing emails in an external editor and pasting them into the HTML text window. Placeholders can be used here, as described above.

    * NOTE: In order to use the Voucher Code and Placeholders sections for Stock Notification Emails, you must provide positive values for the Application Settings ‘Stock Notification Voucher Amount’ and ‘Stock Notification Voucher Duration Days’. You can find these in the ‘Stock Notifications’ grouping where you will also find two other settings: ‘Stock Notification Voucher Discount Type’ and ‘Stock Notification Voucher Min Basket Total’

  6. When you have entered all of the relevant details you can test the email to see what it will look like in your email client/browser.

    To do this, select the Preview & Test tab, select your language and enter an email address that you have access to in the Email Address field. When you have entered these details, click the Send Test Email button, then check the email address that you sent the email to. We advise that you check in multiple email clients/browsers and update the content as necessary.

    Note that when adding a voucher to a test ‘Mailing List Signup Email’ System Email, the following Application Settings for vouchers are included: ‘Mailing List Voucher Min Basket Total’, ‘Mailing List Voucher Amount’ and ‘Mailing List Voucher Discount Type’ (in addition to ‘Mailing List Voucher Duration Days’).

  7. When you have entered or edited the details, click the Save System Email button. You should see a 'Success' message.
  8. If you have created an additional email of any type, you must now select which email of that type will be the Active Email.

    Return to the System Emails page and scroll to the corresponding Email Type section. Select the email that you want to be activated and click the Activate button:

    Example System Email screen

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