thread Re: Conflicting email receipt notification information in Payments Troubleshooting

Conflicting email receipt notification information

nell_a — Sun, 21 Sep 2025 13:22:14 GMT

We have automatic notifications turned off. We share a link to the Invoice with our customer and from here he can make a payment. This message is then presented to him: "We have emailed a copy of your receipt to [customer's email address]". This is therefore in conflict with the 'automatic notifications turned off' setting.

If this is by design, what exactly does the customer receive? We have no way of seeing this email.

Please provide a setting that emails to us, the retailer, a copy of the email the customer receives and/or include this as in an activity thread in our Invoice page (where we edit the Invoice).

Thank you.

Re: Conflicting email receipt notification information

tranguyen — Tue, 12 Jan 2021 14:00:37 GMT

Hi @nell_a, thanks for your post! It sounds like you have turn off push & email notifications from the Invoices > Settings > Notifications, is that correct? If so, that'd actually turn off notification only for yourself and not for the customers.

By default, when customer paid an invoice, they'll receive a confirmation of their payment in the form of a receipt. This receipt will included the item purchased, delivery information (if requested) and other business information. I've included an example below.

You can also see a more simplified version of the receipt on your Square Dashboard under Transaction. To see the receipt, you just need to click into the particular payment and the blue receipt link.

I hope this will help!

Re: Conflicting email receipt notification information

tonydow — Tue, 12 Jan 2021 16:14:31 GMT

I would also like to be copied on any email sent to a customer as opposed to just the initial Order Confirmation email. If there is ever a query, it would really help to see exactly what they had received. This could be optional.

Re: Conflicting email receipt notification information

MJD — Tue, 12 Jan 2021 16:22:51 GMT

a agree with @tonydow here, would be great to receive all the information that the customer receives, this way we can help the customer the best way if there's ever any issues

Re: Conflicting email receipt notification information

tranguyen — Tue, 12 Jan 2021 18:00:54 GMT

Hey @tonydow and @MJD, thanks for letting me know!

To clarify, are you also looking at the emails generate from the Square Online site? If so, while at the moment you aren't copied in all the emails the customer receive, you can get an idea of what the emails will look like by checking the preview under Email setup.

The emails will be populated with information pull from individual orders which you can always check under the Orders tab.

Re: Conflicting email receipt notification information

tonydow — Wed, 13 Jan 2021 06:14:13 GMT

Thanks Tra. Yes it is for the Online transactions. I appreciate that you can get a feel for how it looks but in the case of a query it would be better to see exactly what was received. This is done with the Order Confirmation email so the technology is already available.

Re: Conflicting email receipt notification information

tranguyen — Wed, 13 Jan 2021 10:48:38 GMT

Thanks sharing this, Tony! It's definitely something I will flag to the Product team since it'd definitely be useful to have a record of emails received by the customer.

Re: Conflicting email receipt notification information

nell_a — Wed, 13 Jan 2021 11:27:07 GMT

Hi @tranguyen

We have our push & email notifications turned on. No, what I am referring to is the Delivery Method in Invoice Settings: https://squareup.com/dashboard/invoices/settings/invoice-defaults Here, we have it set to 'Share Invoice Manually', however, in the case of payment receipts it seems there is no setting and these are always sent automatically to the client (whenever a client pays using the invoice link). That's fine but this is not clear and we need to also see exactly what the customer is sent. Is the subject line, " You've made a payment! " ? - because if it is, we need to be able to edit the subject line and non-essential terminology in the main body, so it is in line with our brand.

Thank you.

Re: Conflicting email receipt notification information

tranguyen — Wed, 13 Jan 2021 14:42:38 GMT

Hi @nell_a, thanks for your reply! You're correct in saying that the receipt will always be sent automatically regardless of whether the invoice was sent via email or share automatically.

The subject line for the receipt is You made a payment for an invoice! with the invoice number. Right now, it isn't possible to edit these automatic emails but I'll definitely pass it as a feature request to the appropriate team.

Re: Conflicting email receipt notification information

Resolve — Wed, 17 Feb 2021 14:03:58 GMT

Has anyone notice the subject matter shown on the Confirmation email: " Your download is ready!" ???

Re: Conflicting email receipt notification information

tonydow — Wed, 17 Feb 2021 14:48:08 GMT

@Resolve I believe the email subject received by the customer is dependent on the item type set in item details. A physical item would generate a different subject to a digital.

Re: Conflicting email receipt notification information

Resolve — Wed, 17 Feb 2021 15:16:36 GMT

Thanks for your reply tonydow.

The site is not live yet, we have just used the send test email option for the different email options.

Have double checked, and all of our items are set to 'Physical'.

Re: Conflicting email receipt notification information

tonydow — Wed, 17 Feb 2021 16:13:18 GMT

@Resolve The test email is just an example of how it will look, not linked to your setup

Re: Conflicting email receipt notification information

Resolve — Thu, 18 Feb 2021 11:28:52 GMT

Thanks Tonydow, didn't realise that the test emails don't reflect the actual emails.

Will try this when the site is launched.