Customer Confirmation Emails

Customer Email Confirmations Explained

Customer email confirmations are notifications that customers receive when they place orders through the website or mobile app. They can be customized separately for Online Ordering versus Catering order types at the brand level, but currently cannot be customized by individual store.

All sender email addresses must match the ordering domain in order to work. For example, if the URL is www.myrestaurant.com, all sender email addresses must end in @myrestaurant.com.

Every new Direct Ordering restaurant is pre-populated with six customer email confirmations that can be customized:

• 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, notifying them that the 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, the customer receives this confirmation when the order is successfully placed.
• RESEND: The customer receives this any time the restaurant clicks the "Resend Email" button within Direct Ordering, which customers usually request if they have not received or have misplaced their INITIAL email confirmation.
• CANCEL: The customer receives this when their order is canceled.
• REFUND: The customer receives 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 a final confirmation email, this is sent the moment the order is closed and sent to the POS, notifying the customer of the charge and optionally including the final invoice PDF. Most commonly used for catering orders.

For details on enabling and customizing this email, see Final Confirmation Emails.

Customizing Email Confirmations at a Brand Level

Customization of customer email confirmations is limited to the brand level, meaning the contents for each email confirmation type are shared with customers at every store location within the organization. Recipients set up in the contact fields receive email confirmations for orders placed across the entire brand (all stores).

Setting Up Additional Email Confirmation Recipients at a Store Level

If team members from a particular store should receive duplicates of all customer communications related only to that store, internal confirmation emails must be configured at the store level. These recipients are in addition to those designated at the brand level and are included as BCC recipients.

For details, see Updating Store-Specific Internal Email Recipients.