thread Re: Does Square send transactional emails to customers? in Online Store

Does Square send transactional emails to customers?

mnyeus — Tue, 18 Nov 2025 22:15:41 GMT

If yes, are there multiple types that will be sent (i.e. on order creation, on order status change, etc)? Do these emails use a template and if so, is it editable?

Re: Does Square send transactional emails to customers?

ashc — Fri, 28 Feb 2020 14:47:29 GMT

Hey @Michael2020! Welcome to the Community.

We send digital receipts if they request one after a sale is made if that's what you're asking.

If that's not what you're asking- can you be more specific?

Re: Does Square send transactional emails to customers?

mnyeus — Fri, 28 Feb 2020 15:20:26 GMT

hi @ashc,

thanks for your response. here are a few more questions that hopefully clarify what i'm looking to find out about square's ability (or not) to send a transactional email:

is the "digital receipt" an email message?
if the "digital receipt" is an email message, can sending it to the customer be triggered via an API call?
can the contents of the email be modified or the styles modified?
is there a link to a screenshot of what the "digital receipt" would look like?

Re: Does Square send transactional emails to customers?

ashc — Fri, 28 Feb 2020 15:24:22 GMT

@mnyeus

The digital receipt can come by email or phone number depending on which they choose or which they've chosen with a Square seller before!

As for the API question- I'm not really sure I could answer that as I'm not educated in API calls.

The emails can't be customized or modified since they're just automatic pre-written emails.

And as for an example, I don't have one off hand but you may be able to search the Community for one!

Re: Does Square send transactional emails to customers?

HC_Charlie — Sat, 11 Apr 2020 13:22:16 GMT

I have a related question...I am wondering if/what emails are sent to customers who place ONLINE orders through our Square site or Weebly site. In other words, if they buy from our website we get a notification of a new order. Then we mark orders as IN PROCESS and then mark SHIPPED. Does Square send automated emails to keep customers notified of the current status. And then when we input a tracking number, is that emailed to the online customer? Thanks!

Re: Does Square send transactional emails to customers?

Kassi_ — Tue, 14 Apr 2020 13:16:22 GMT

Hey @HC_Charlie!

Customers get an email whenever the item is marked shipped. Whenever it's placed - the status will be pending when the order is first placed.

Thank you!

Re: Does Square send transactional emails to customers?

CuteShips — Fri, 17 Apr 2020 16:41:21 GMT

Does the customer get email update when you update tracking? How are we able to see what Sqaure send on our behalf? BTW I have the most basic seller account.

Re: Does Square send transactional emails to customers?

HC_Charlie — Fri, 17 Apr 2020 20:45:41 GMT

Thanks for your reply. I'd really like to be able to see what these emails say, and be able to edit them. I had a customer call me last week because they never received any notice that an order they placed had been shipped...eventhough I marked the order as shipped and added the tracking number.

Re: Does Square send transactional emails to customers?

TiffanyNR — Fri, 01 May 2020 03:22:32 GMT

@Kassi_

Chiming in here, I also noticed that the customers are not sent email updates when their order is "in progress" and also "shipped". I went over store emails to under settings in the online store and have edits the templates already.

Also, is there a way for the tracking number included in "shipped" email to the customer so they can track it?

Re: Does Square send transactional emails to customers?

HC_Charlie — Fri, 01 May 2020 03:27:34 GMT

thanks. are you saying you have an option to see or edit an email template that gets emailed to your customers who order online? If so can you tell me where you find this? I've had to manually compose emails to all online customers with shipping and tracking info because I can't find if or how Square automates this feature. This is really lacking if Square does not allow this to happen.

Re: Does Square send transactional emails to customers?

medabloom — Fri, 01 May 2020 03:34:16 GMT

@HC_Charlie I am also struggling to find how to send the tracking number to customers.. I will manually type the tracking number in the Orders section, and "mark as shipped", however, the customer only receives the marked as shipped without the tracking number!

I would really like there to be a feature that sends the tracking number instead of bombarding a customer with 3-4 emails for 1 transaction...

Re: Does Square send transactional emails to customers?

TiffanyNR — Fri, 01 May 2020 03:37:40 GMT

@HC_Charlie

Yes you can edit the template of what the customer "should" see (although I'm also having issues with customers receiving these except for order confirmation!)

Once you go to your online store dashboard, go to >Settings>Store emails. There should find Email Previews section on the bottom where you can edit: Order Confirmation, Order Prepared, Items Shipped, Item Refunded, and Item Cancelled. Click the 3 dots on the right of what you want to edit or to send a test email.

Re: Does Square send transactional emails to customers?

medabloom — Fri, 01 May 2020 03:52:42 GMT

@TiffanyNR

Yes thank you for that TiffanyNR. But that does not allow me to send tracking number. The issue that we are having is being unable to send a unique tracking number to customers when an item is shipped.

Re: Does Square send transactional emails to customers?

TiffanyNR — Fri, 01 May 2020 04:54:02 GMT

@medabloom

Yes, I have that issue too if you read my previous message.

Re: Does Square send transactional emails to customers?

HC_Charlie — Fri, 01 May 2020 11:23:53 GMT

Thanks Tiffany, I was able to find the email section. this is exactly what I was looking for!!! For people wanting to add a tracking number...I did notice you can customize emails and add custom HTML coding to emails. I don't know what the code would be, but maybe someone from Square would know if an HTML code could be used that would pull in the tracking number that would be input into the order page.???

Re: Does Square send transactional emails to customers?

TiffanyNR — Tue, 12 May 2020 18:27:59 GMT

@Kassi_

Hi, reposting this message I sent a couple weeks ago. I'd like to see if there's a way to send a email updates in the fulfillment process to customers. Also, a way to send an email with tracking # included for them to track.

Re: Does Square send transactional emails to customers?

Kassi_ — Wed, 13 May 2020 15:00:00 GMT

Hello there, @TiffanyNR -

Thank you for circling back on your question about email notifications.

I don't have an update on this Feature Request for you right now. It is still with our Product Team.

Keep an eye out for Product Updates for upcoming launches.

Re: Does Square send transactional emails to customers?

queenfayzel — Tue, 28 Jul 2020 21:08:37 GMT

Hi, @Kassi_ - any update on this feature request? Thank you!

Re: Does Square send transactional emails to customers?

Kassi_ — Wed, 29 Jul 2020 21:24:54 GMT

@queenfayzel -

No update yet, but thank you for checking in!

Once an update is provided by the Product Team one of our Square Moderators will post a Product Update in the Community.

Be on the lookout!

Re: Does Square send transactional emails to customers?

JDEflowers — Wed, 14 Oct 2020 19:51:57 GMT

Yes, I am interested in this feature as well. Currently sending separate emails but it's not ideal. If we could have the option to add a comment when we mark it complete, it could be included there.