Customer Email Confirmations Explained

Customer Email Confirmations are notifications that your customers will receive when they place orders through your website or mobile app. You can customize emails separately for Online Ordering versus Catering order types at a Brand Level, but they currently cannot be customized by individual Store.  

Keep in mind that all Sender Email Addresses must match your ordering domain in order for them to work. For example, if your URL is www.myrestaurant.com, all Sender email addresses must be example@myrestaurant.com.

Every new Direct Ordering restaurant is pre-populated with six customer email confirmations that you are able to customize:

• PENDING  

  • If a restaurant is configured to require order approval for a specific Revenue Center (such as Catering), the customer placing this type of order receives this email first, to notify them that their order has been received and is being reviewed. Most commonly used for Catering Orders.

• INITIAL

  • Once a PENDING Order is approved, or for customers placing ASAP orders that do not require restaurant approval, customers receive this confirmation when they successfully place an order. 

• RESEND

  • The customer receives this any time the restaurant hits the "Resend Email" button within Direct Ordering, which customers usually request if they haven't received or have misplaced their Initial email confirmation. 

• CANCEL

  • Customers receive this when their order is canceled. 

• REFUND

  • Customers receive this when a full or partial refund has been processed on their order. 

• FINAL

  • Certain customers receive this when they have been charged for their order. If a restaurant is configured to "Send final confirmation email", the moment a customer's order is closed and sent to the POS, this email is sent to the customer, notifying them of the charge and including their Final Invoice PDF if you choose. This option is most commonly used for Catering Orders.

  •  Note: The "Send final confirmation email" setting must be enabled in order for the FINAL confirmation email to be sent. If the setting is not enabled, the FINAL email will not send, even if the email itself has been customized in your backend.

  • Related Article: Enabling Final Confirmation Emails

Customizing Email Confirmations at a BRAND level:  

Customization of customer email confirmations is limited to the Brand level, meaning that the contents for each Email Confirmation type listed above will be shared with customers at every Store location within your organization. Further, recipients set up in the contact fields will receive email confirmations for orders placed across the entire Brand (all Stores). 

1. In your Direct Ordering Admin Panel

2. Go to Settings > in the Communications section > click Confirmation emails

3. In the left navigation, choose Online Ordering or Catering to make changes to the email confirmations for each order type. 

4. Choose any email you'd like to customize (Pending, Initial, Resend, Cancel, Refund, and FInal), and complete all required fields.

5. Complete the contact fields:

   • Sender Name & Sender Email Address: The customer will see the Sender Name and Sender Email Address fields in their inbox when receiving emails from your restaurant. If a customer hits 'reply' from their inbox, this is the email address where their reply will be routed. Note this email address is set Brand-wide and cannot currently be customized by Store or Revenue Center. 

     • CC Email Address: The CC Address (comma-separated, if multiple) allows a copy of the confirmation email to be sent to any address within your organization. Keep in mind this address is CC'd on your customer emails, so customers will be able to see this address.

     • BCC Email Address: The BCC Address (comma-separated, if multiple) allows a blind copy alternative, where a copy of the email sent to your customer is sent to these additional email address(es) that the customer cannot see. Setting this up is advisable for customer support purposes, providing a timestamped reference of every communication sent to customers. 

6. Check the "Attach PDF Invoice" checkbox if you'd like to include a final PDF of the customer's orders. 
   NOTE: This option is only available on the FINAL Email Type. 

7. Click Submit to save your changes.

Setting up additional Email Confirmation recipients at a STORE level

If you wish for team members from a particular store to receive duplicates of all customer communications related only to that store, it is necessary to configure internal Confirmation Emails at the store level. Please note that these recipients are in addition to those designated at the Brand level but will be included as BCC recipients.

Related article: Updating Store-specific Internal Email Recipients